Case Study: CTT achieves 39.8% self-service deflection with Cleverly

CTT sees 40% self-service deflection rate in a week with Cleverly.

CTT, Portugal’s long-running postal operator, was dealing with the challenge of consolidating more than 20 websites into a single digital experience while improving customer service. Its existing self-service navigation tree was cumbersome, and the company needed a solution that would modernize support without disrupting legacy systems or weakening its brand reputation. CTT turned to Cleverly for a better self-service and customer experience approach.

Cleverly implemented its self-service solution with tailored customer journeys that collected case-specific details such as order or invoice numbers, supported by AI-based triage and a customized look and feel. Within one week, CTT achieved a 39.8% deflection rate and automatically solved 19.6% of all online claims through self-service. Cleverly also helped identify knowledge gaps and route tickets to specialized teams, improving both resolution efficiency and digital support adoption.

CTT

Nuno Matos

Head of Digital