Case Study: Groupe Atlantic automates HVAC support at scale with Logicdialog

Groupe Atlantic automates 339,200 support messages with logicdialog

Groupe Atlantic, one of Europe's largest HVAC manufacturers, faced significant challenges in scaling its technical support operations. The company's skilled agents were overwhelmed by repetitive tasks like manual customer authentication, retrieving technical documents, and performing the same diagnostic steps, a problem that was compounded by severe seasonal demand spikes. To address this, they partnered with logicdialog to implement an AI orchestration layer.

logicdialog deployed its platform to automate key support functions, including Pathfinder diagnostic workflows, Salesforce authentication, and the delivery of rich media troubleshooting guides. This solution processed 339,200 messages, automatically resolved nearly 10% of troubleshooting issues without an agent, and automated 48% of customer authentications. The results for Groupe Atlantic included direct cost savings, the ability to handle winter demand spikes without additional staff, and allowing skilled engineers to focus on more complex technical work.

Groupe Atlantic