Case Study: Marosa keeps VAT answers accurate and fast with Edra

Marosa's knowledge base couldn't keep pace with reality

The customer, Marosa, a European VAT compliance services provider, faced the challenge of keeping its extensive 1,500-article knowledge base current and accurate, while its support team struggled to search fast enough to handle 40,000 monthly inbound queries. As getting answers right was mission-critical, their outdated documentation posed a significant business risk.

The vendor, Edra, implemented a solution by ingesting Marosa's historical emails and knowledge base to build a "Living Playbook." Edra's AI agent automates responses to common queries, handling 25% of inbound emails during the trial. This freed the support team to focus on complex issues while Edra continuously learned and updated the knowledge base with over 200 improvements in the pilot period alone.

Marosa

Pedro Pestana Da Silva

Chief Executive Officer