Case Study: Fatture in Cloud Cuts Support Costs and Automates 46% of Requests with Customerly AI

Fatture In Cloud increases customer retention with faster customer service through Customerly

Fatture in Cloud, part of TeamSystem Group, is one of Italy’s leading invoicing and accounting SaaS platforms, serving over 600,000 customers. As support volumes grew to tens of thousands of monthly conversations — with major spikes during tax season and product launches — the team struggled to scale efficiently, control costs, and maintain consistent customer satisfaction. They partnered with Customerly to address these challenges with AI-powered support.

Customerly implemented Aura AI alongside Shared Inboxes, Chatflows, and Workflows to automate routine questions, route complex cases, and integrate with existing support operations. The result was major operational impact: AI handled a large share of conversations, response times dropped to around 15 seconds, customer satisfaction increased by 20%, and costs were cut dramatically, including the removal of a €300,000/year outsourced team. Customerly also enabled 24/7 support and over 90% AI involvement in interactions.

Fatture in Cloud

Francesca

Head of Customer Success