Case Study: FUCHS Lubricants achieves faster, AI-driven and transparent Customer Service with Esker

Redefining Customer Service as a Proactive, Value-Enhancing Operation

FUCHS Lubricants, a global chemical company with 5,700 employees across 57 companies in 45 countries, struggled with slow, manual Customer Service processes: a single shared inbox handled 75% of requests, supervisors spent days parsing and routing 200–250 daily orders, and order processing often took 2–3 days, leaving no time for higher-value work or clear visibility into backlogs.

FUCHS deployed Esker’s AI-driven Order Management (2018) and Customer Inquiry Management (2021) to automate order capture, priority detection and shared‑inbox routing, freeing the team for proactive tasks. The solution reduced order entry time by 25%, cut turnaround from 24–48 hours to about 6 hours, automatically classifies 84% of inquiries, eliminated paper, and provided dashboards for real-time visibility, workload balancing and improved employee satisfaction.

Fuchs Lubricants

Chris Raleign

Customer Solitions Manager