novomind
6 Case Studies
Case Study: Wilhelm FRICKE SE achieves faster customer service and smarter spare-parts routing with novomind iAGENT
A novomind Case Study
Use WhatsApp to find the right spare part for your agricultural machinery
Wilhelm FRICKE SE, part of the FRICKE Group and operator of the GRANIT PARTS B2B spare parts business, needed a modern customer service solution to handle tens of thousands of email inquiries each month and make it easier for workshops and dealers to reach expert consultants via WhatsApp. The company wanted faster responses, intelligent routing, and support for multilingual communication across its specialist teams.
novomind implemented novomind iAGENT Mail together with the WhatsApp Business Solution API, creating a secure omnichannel service setup with automated routing and direct integration into the existing shop, CRM, and customer database systems. The solution went live after a six-month project phase, WhatsApp was added after a two-month test, and the system now processes several thousand emails and thousands of WhatsApp messages per month, improving accessibility, speeding up responses, and helping customers find the right spare parts more quickly.
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Wilhelm FRICKE SE
Silvan Schenk
Head of Customer Center Project Manager