Case Study: BORA boosts case management and customer care efficiency with ThinkOwl

Kitchen pioneer boosts case management with AI

Bora, a leading international manufacturer of innovative kitchen systems, faced significant challenges in scaling its customer service to match its rapid global growth. With information scattered across disparate systems like Outlook, Exchange, and an ERP, the 28-person care team lacked a centralized workflow, leading to inefficient case processing and a lack of transparency. They turned to the vendor Thinkowl for an AI-powered solution to unify their case management across multiple languages and channels.

Implementing the Thinkowl system provided Bora with a 360-degree view of all customer cases and communications, automating email capture and request classification. Despite an accelerated, unplanned rollout, Thinkowl's extremely responsive support team assisted with configuration, leading to more structured and timely case processing. The solution brought necessary transparency to the helpdesk, eliminated reliance on individual "gut feeling," and allowed Bora's customer care to scale efficiently without increasing staff.

Bora

Markus Breitenlechner

Project and Process Manager