Case Study: Securex achieves faster, more accurate email routing with Tekst

The digital bottleneck 2.3 million emails and 1,700 manual rules

Securex, a provider of comprehensive HR services, faced significant operational challenges due to its outdated email system. The company was receiving 2.3 million emails annually and relied on over 1,700 manual rules for routing, which resulted in only one-third of messages being automatically directed to the correct teams. This bottleneck led to delays and impacted service performance. To address this, Securex partnered with the vendor Tekst to implement its AI-powered solution.

Tekst's AI analyzed emails in detail, adding metadata like language and urgency to classify messages and create specific 'work buckets' for teams. This solution dramatically improved routing accuracy from 50% to 90% during a test phase, saving employees time and increasing customer satisfaction. The partnership with Tekst also provided valuable insights, allowing Securex to identify more complaints and proactively improve its service. The rollout is planned to be company-wide by Q3 2025.

Securex

Christophe Lapeau

Product Owner Salesforce