Case Study: thermondo reduces uncategorized service cases with Noltic and Salesforce

thermondo reduces uncategorized service cases from 30–40% to 3.5% with Noltic

thermondo, a key enabler of Germany's energy transition, faced a challenge in managing its rapidly growing customer service demand across phone, web forms, and a 24/7 emergency line without proportionally increasing headcount. With an installed base of over 60,000 energy systems generating thousands of monthly contacts, the company struggled with a high volume of uncategorized service cases and duplicates, making ownership and prioritization difficult. To address this, thermondo partnered with vendor Noltic for an implementation of Salesforce Service Cloud and Sales Cloud.

Noltic implemented a solution featuring AI case categorization, which drastically reduced uncategorized cases from 30-40% to just 3.5%. This automation saved approximately 1.5 FTE by pre-assigning case ownership, priority, and SLA data to agents. The solution provided thermondo with a scalable Salesforce setup that improved routing, clarified ownership, and supported future growth, all while helping maintain a 4.4/5 Trustpilot rating from nearly 19,000 reviews.

Thermondo