Case Study: FIEGE boosts omnichannel customer service efficiency with ThinkOwl

Fiege goes live in 12 weeks with Thinkowl to handle 11,000 cases a month

Fiege, a logistics and eCommerce company, faced a challenge with its customer service communications. Their telephone system was isolated from other channels like email and chat, which increased processing times and created inefficiencies. This disorganized structure meant customers had to repeat information and agents lacked a complete view of interactions. To address this, Fiege partnered with the vendor Thinkowl.

Thinkowl implemented its omnichannel AI platform, integrating it with a telephony solution to manage all communications through a single interface. The solution provided automated categorization, intelligent response suggestions, and a unified inbox. This led to a significant increase in efficiency and productivity for Fiege, handling 11,000 cases per month with an average handle time of 4.13 minutes after a swift 12-week implementation.

Fiege