Case Study: NWWI automates 80% of top ticket categories with Cleverly

NWWI Automates 80% of their Top Ticket Categories with 20% Needing Zero-touch

NWWI, the Netherlands Housing Value Institute, needed to handle a high volume of appraisal-related emails and calls while keeping agents current on frequent regulatory changes. With strict 5-hour response SLAs and long onboarding times for new agents, the team was looking for a way to reduce pressure on staff and automate repetitive, generic ticket types.

Cleverly implemented automation, Agent Assist, and knowledge management in Zendesk to triage tickets, suggest replies and macros, and surface context from internal systems. In just two months, NWWI automated more than 80% of tickets in its top five categories, achieved a 20.41% full automation rate, and saw 45.8% of cases supported by agent assist, while also speeding up onboarding and improving consistency across the team.

NWWI

Alex Van Eck

Information Technology Manager