CUSTOMER SERVICE I SUCCESS CASECUSTOMER SERVICE I SUCCESS CASE THE CLIENT. A leading European energy provider with about 60,000 employees THE TASK. Prevent manual steps in capturing and processing customer messages in mail room and customer service. Modernize the companywide input management. THE GOAL. ? Speedier and partially automated capture of tickets in service and back office ? Preventing manual steps, increasing employee efficiency ? Automatically classifying and routing case types ? Automatically identifying customer and case data Primarily manual processing of incoming customer inquiries: “Dispatchers” read the messages and forward them to expert teams. The teams extract customer and case data, which they then use to create a ticket in the CRM system. Not until

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