Case Study

Transforming IT Consulting Services with No-Code AI

In the fast-evolving realm of IT consulting, staying ahead means embracing innovation to overcome challenges and enhance client satisfaction. This case study dives into how one forward-thinking IT consulting firm partnered with Fenorri's no-code AI platform to revolutionize their approach. By automating customer inquiries and streamlining technical support using advanced natural language processing, they not only made operations more efficient but also raised the bar for service excellence in their industry.

The Challenge

Our client faced significant challenges in managing customer inquiries and delivering efficient technical support services. They encountered a daily flood of inquiries ranging from simple questions to complex technical issues. Manual sorting processes were time-consuming and prone to errors, leading to slow response times that resulted in client dissatisfaction.

The Solution

To address these challenges, our client adopted Fenorri's no-code AI platform, leveraging its powerful natural language processing (NLP) text classification capabilities. They seamlessly integrated Fenorri into their existing IT service management system, enhancing communication channels with customers.

Transform your organization effortlessly with Fenorri’s groundbreaking No-Code suite, making automation and collaboration a breeze!

Elena Pavlovic, Head of Communications, Fenorri Limited

Using Fenorri's intuitive interface, the client trained the AI model to classify inquiries based on content and context. They established custom categories such as general inquiries, technical support, and billing issues. Once trained, the AI began sorting inquiries instantly and directing them to the appropriate IT teams for swift resolutions. This streamlined process ensured quick and efficient handling of customer issues. Continuous monitoring and refinement ensured the AI maintained high accuracy and effectiveness over time.

Aliya Aytekenova, CEO, Fenorri Limited

Key Benefits

Enhanced Efficiency

By automating tedious manual tasks, Fenorri's AI solution freed up valuable time for IT teams to concentrate on swiftly resolving complex issues and delivering top-tier service to clients. This streamlined approach not only boosted productivity but also elevated overall operational efficiency, ensuring smoother workflows and quicker response times across the board.

Improved Client Happiness

With Fenorri's AI-driven automation, our client achieved faster response times and pinpoint accuracy in categorizing customer inquiries. This not only delighted clients with prompt resolutions but also fostered stronger, trust-based relationships. By consistently delivering efficient and personalized service, our client set a new standard for customer satisfaction in their industry, ensuring lasting loyalty and positive referrals.

Cost Efficiency

Not only was manual processing expensive, but the costs incurred from incorrectly assigned tasks and inaccurate customer replies were significant financial burdens for the client. By implementing text categorization through Fenorri's No-Code AI, the client drastically enhanced their operational efficiency and reduced the expenses of running customer support operations by more than half!

Accelerating Inquiry Processing

With Fenorri's No-Code AI, customer inquiry processing time has been slashed from an average of 6-7 hours to just 2 hours. This improvement is driven by precise inquiry categorization and swift assignment to the right personnel, along with automated integration into business apps and the tech team's Kanban board. These streamlined processes ensure rapid issue resolution and minimize overall processing time, enhancing operational efficiency and enabling faster, more effective customer support delivery.

Enhancing Service Quality and Efficiency

By integrating Fenorri's No-Code AI to trigger internal business apps or third-party services via API, efficiency has improved, costs have been optimized, and service quality has significantly enhanced. In the client's industry, maintaining high service standards and meeting SLAs while ensuring customer satisfaction are critical. Automating these processes through Fenorri's platform ensures swift and accurate task execution, enhancing overall service delivery and bolstering client relationships built on reliability and responsiveness. This integrated approach not only streamlines operations but also strengthens the client's competitive edge in their industry.

Taking It to the Next Level

Beyond Text Classification Our client discovered additional AI capabilities that transformed their customer support operations. By integrating text summarization, generative AI, and translation features alongside their knowledge base, they achieved automation of up to 80% of customer emails. This innovative approach not only classified emails into categories like 'general support' or 'critical technical issues' but also linked them directly to relevant knowledge base entries, enhancing response accuracy and efficiency.

Text Summarization By implementing Text Summarization, the client turned lengthy, complex solutions from their knowledge base into clear and concise answers that customers could understand at a glance. This streamlined approach not only made information more accessible but also saved time for both customers and support teams. As a result, clients received straightforward responses quickly, enhancing their overall experience and satisfaction.

Generative AI To further improve response quality, the client utilized Generative AI, which generated tailored responses based on detected topics and integrated information like customer names and relevant historical interactions. This comprehensive approach not only streamlined customer interactions but also elevated service quality by providing personalized and effective solutions to each inquiry.

Text Translation Given that the entire knowledge base was in English while some customers preferred communication in other languages, the client utilized the platform's auto-translate feature. Before sending customer emails, all text was automatically translated into the customer's preferred language, ensuring clear and effective communication across different EU countries. This approach streamlined interactions and enhanced customer satisfaction by accommodating diverse linguistic preferences seamlessly.

Conclusion

Fenorri's AI solution revolutionized the client's customer support by automating time-consuming manual tasks, allowing IT teams to focus on complex issues and elevate service quality. The AI-driven automation significantly boosted productivity, cutting inquiry processing time from 6-7 hours to just 2 hours while improving accuracy in task categorization. This streamlined approach not only reduced operational costs by over half but also enhanced customer satisfaction with faster and more personalized responses. With features like text summarization, auto-translate, and integration into business apps, Fenorri's No-Code AI facilitated clearer communication, faster resolutions, and better management of customer interactions. This comprehensive system helped the client set a new standard for service excellence, strengthening their competitive edge and fostering lasting customer loyalty.

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Overview

10 Key Points

Advantages

Industry Leadership

Key Features

Case Study

No-Code AI Success Story

Transforming IT Consulting Services with No-Code AI

Key Benefits

Taking It to the Next Level

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Fenorri in Numbers