Customer Service Improvement

The challenge

Customer-service staff had to piece together answers from the CRM, an order spreadsheet, supplier updates and colleagues. Some order questions also depended on finding out whether a supplier had provided an expected delivery date.

Follow-ups and reminders relied on manual effort. Handoffs could lack a clear owner, and routine enquiries often meant gathering the same context again.

Our approach

We paired service-process design with retrieval-augmented generation (RAG), bringing relevant information into the email workflow and making ownership clearer across service tasks.

• Clear ownership and responsibility: Processes now have individual owners responsible for managing them, making accountability and the next action clearer.
• Retrieval at the service inbox: Retrieval-augmented generation is available at the point of work for the customer-services role, bringing relevant background into the email workflow.
• Faster customer follow-up: Customers now hear back sooner after sending their first email, giving them a quicker update on the issue.
• Quicker problem resolution: Issues are resolved sooner, reducing the time customers spend waiting for a problem to be fixed.

A more responsive service experience

With useful context available in the service workflow, staff can spend less time piecing information together and more time helping customers. Clear ownership makes follow-ups and handoffs easier to manage, while customers hear back sooner and issues are resolved sooner.