Case Study: Heureka cuts payment investigations to minutes with Duvo.ai

Heureka cuts payment investigations to minutes with duvo.ai

Heureka, a marketplace operating in Hungary, Bulgaria, and Romania, faced a challenge where its Customer Success team spent significant time on back-office tasks. This included manually clearing shared inboxes of spam and system notifications and conducting lengthy payment investigations that took 15–30 minutes across three separate systems. To address this inefficiency, Heureka partnered with duvo.ai and implemented its Enterprise Execution OS.

The solution from duvo.ai automated these back-office processes. It automatically triaged support inboxes daily, answered payment investigation requests by assembling data from all systems in minutes, and created a self-updating duty roster from live HR data. As a result, Heureka cut payment investigation time from 15–30 minutes to just minutes. duvo.ai also delivered a modelled return of €10–20K in support capacity per year and protected an additional €5–15K in merchant revenue by enabling faster, cleaner service.

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