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Conversational AI Bots Providing Infinite Solutions: GenAI Innovation

    fiege logo

     

    An omnichannel AI platform for greater efficiency and excellent CX

    The Customer Service Unit at FIEGE Group was established in 2017 and has since evolved in line with changing operational needs. The introduction of the ThinkOwl AI platform, along with the integrated WTG Cloud PURE telephony solution, significantly improved consistency and efficiency across service channels. It also marked the beginning of a long-term digital transformation in customer service.

    3

    Months until go-live

    11000

    Cases per month

    4.13

    Minutes AHT

    "The intelligent integration of telephony, email, social media, chat, and AI into the central ThinkOwl platform simplifies our employees’ daily work while delivering a more personalized and efficient customer service."
    Jörn Sirowatka
    Jörn Sirowatka
    Head of Customer Service | Digital Services, FIEGE Gruppe

    FIEGE Group

    The FIEGE Group, a family-owned company for five generations and over 150 years, is a leading innovator in contract logistics. Operating internationally, FIEGE develops customized solutions across the entire value chain for clients in diverse sectors, including eCommerce, healthcare, fashion, industry, and consumer goods.

    The FIEGE Digital Services division focuses on the digitalization and optimization of logistical and business processes. By leveraging advanced technologies, processes are automated, efficiency is increased, and connectivity within the supply chain is improved. Through state-of-the-art digital solutions, FIEGE Digital is driving the evolution toward agile and data-driven logistics.

    Employees

    EMPLOYEES
    22000

    Headquarter

    HEADQUARTER
    Greven

    Industr

    INDUSTRY
    Logistics / eCommerce

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    Challenges and Solutions

     

    The challenge

    FIEGE faced a typical challenge many companies encounter: Telephone customer communication was not integrated with other channels such as email, chat, and social media. This isolated structure hindered both efficiency and service quality.

    Lack of cross-channel tracking significantly increased processing times. Customers often had to explain their issues multiple times, while service agents lacked access to previous interactions and missed important information. Additionally, manual, suboptimal processes led to higher workloads and increased error rates.

    • Disorganized structure: Different systems without synergies.
    • No unified communication concept for clients.
    • Technological gaps: No AI, no process automation.
    • Increasing demands from end customers and a shortage of skilled workers.

    Requirements and objectives

    A central and integrated communication solution was necessary to utilize resources more efficiently and optimize service quality in the long term.

    • Standardization of systems: Implementation of modern technologies.
    • Focus on state-of-the-art solutions: Increase productivity.
    • Efficiency improvement: Reducing employee workload by accelerating workflows.
    • Integration of modern technologies: Use of a scalable and future-proof service platform that consolidates various communication channels.
    • Agile, pragmatic solution with low setup costs: Quick implementation without large investments in infrastructure.

      Requirements and Objectives

     

    Solution

     

    Solution

    The implementation of the ThinkOwl AI platform allows both telephony and all other channels to be managed through a single desktop.  

    • Omnichannel platform: Telephony is seamlessly integrated into ThinkOwl through WTG Cloud PURE, which also captures email, social media, chat, and other channels centrally in one inbox. This way, service agents always have a complete overview of all customer interactions, regardless of the communication channel used.
    • Automated categorization and prioritization: The AI analyzes incoming emails and automatically forwards them to the appropriate employees.
    • Intelligent response suggestions: The platform provides pre-written replies that save time for employees and improve consistency.
    • Scalability with omnichannel integration: All communication
      channels are combined in one interface, removing silos and
      simplifying operations.

    Results

    • Agile project methods: Weekly status calls.
    • Quick go-live: Implementation in 12 weeks.​
    • Consistent customer dialogues: Seamless, efficient, and well-coordinated customer support.
    • Seamless telephony integration: WTG Cloud PURE functions as an embedded softphone within ThinkOwl.
    • Increased efficiency: Automation accelerated processes and boosted productivity.
    • Improved customer communication: Standardized and prompt responses led to higher customer satisfaction.
    • Flexibility and scalability: The new service platform is adaptable and supports the company's future growth.
    • Omnichannel reporting & dashboards: Real-time insights into all service metrics for data-driven decisions.

    Learnings:

    • The more precisely goals are defined, the easier it is to measure success.

      Results

     

    "ThinkOwl is a low-code application. This means we can implement or try out a lot on our own. Internally, there's still room for improvement in fully utilizing all the options of this AI platform."
    Jörn Sirowatka
    Jörn Sirowatka
    Head of Customer Service | Digital Services, FIEGE Gruppe

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