Case Study: BWM Mediasoft boosts customer service efficiency with EmailTree AI

BWM Mediasoft - Customer Case Study

BWM Mediasoft, an ecommerce software distribution leader, sought to improve efficiency and reduce response times in its customer service department. The company was facing a high Average Handling Time (AHT) of 5-6 minutes per customer email due to numerous manual tasks like database searches and manual email replies. To address this challenge, BWM Mediasoft partnered with EmailTree.AI to implement its hyperautomation solutions.

EmailTree.AI automated the majority of BWM Mediasoft’s workflows, including client identification, account updates, automated offer and invoice generation, and providing AI-suggested email replies. This solution dramatically reduced the average resolution time to under one minute per email and cut the time spent on emails and demands by over 60%. The results included a 30% increase in customer satisfaction and a 25% increase in sales, allowing agents to focus on higher-value tasks.

BWM Mediasoft

Cristian Botezan

Customer Service Manager