Case Study

Efficient fulfillment service through AI-based Email routing in SAP S/4HANA CRM

Syskoplan Reply, in collaboration with a service provider in the logistics & fulfillment sector, implements AI-driven email routing to enhance efficiency in customer service.

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PRIVACY

I declare that I have read and fully understood the Privacy Notice and I hereby express my consent to the processing of my personal data by Reply SpA for marketing purposes, in particular to receive promotional and commercial communications or information regarding company events or webinars, using automated contact means (e.g. SMS, MMS, fax, email and web applications) or traditional methods (e.g. phone calls and paper mail).

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scenario & challenge

The complexity of the inbox

The client, a globally operating fulfillment service provider, faced the challenge of efficiently managing incoming emails from multiple countries and in various languages. Manual processing by the service team resulted in long response times, frequent misassignments, and agent overload, impacting overall customer service efficiency.

Manual classification and routing of emails was particularly inefficient in multilingual regions such as Switzerland and the Benelux countries. The client sought a solution that would automate email routing, reduce processing times, and improve customer service quality.

solution

Syskoplan Reply has developed an AI-based email routing within SAP S/4HANA CRM.

Intelligent Automation

Using supervised machine learning and text classification models, a system was trained to automatically categorize incoming emails by language, content, and the responsible service group. APIs and web services were developed to integrate the AI component with the CRM, enabling seamless data transfer.

This solution enables efficient and scalable automation of email routing, particularly in an international, multilingual context. Continuous maintenance of the training dataset and integration of feedback ensure that the AI’s accuracy and performance are continuously improved.

execution

Intelligent training for maximum efficiency

The AI model was trained using several thousand completed incoming emails. “Completed” means that these emails had already been processed and were linked to an SAP service document, service group, and content classification (Category Level 1). This information, together with the email content, was provided to the training model. Through continuous monitoring and an agent feedback loop, the model is constantly optimized. The added value lies in an efficient, scalable solution that both reduces processing time and improves service quality.

result

Faster, better, scalable

The implementation of the automated solution reduced email processing time by 40% and decreased errors in service group assignment by 25%. Agents were relieved, as automatic categorization and language assignment minimized the need for manual handling.

Customer satisfaction increased as inquiries were handled more quickly and no critical details were lost. Service level agreements (SLAs) were particularly better maintained in multilingual regions.

The system’s transparency and the traceability of AI decisions helped further improve processing quality.

OUTLOOK

Future with a learning curve

Together with Syskoplan Reply, the customer has the opportunity to gradually transform customer service into a fully intelligent, automated service ecosystem.

Integration of additional AI tools

For sentiment analysis and improved email prioritization.

Optimization of the training dataset

By incorporating new email types and service groups..

Scaling the solution

To additional departments or locations.

Automation of additional processes

In customer service, e.g., through chatbots or automated response systems.

Syskoplan Reply is transforming customer service into an intelligent, AI-driven ecosystem that responds faster, optimizes processes, and sustainably enhances customer satisfaction.

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PRIVACY

I declare that I have read and fully understood the Privacy Notice and I hereby express my consent to the processing of my personal data by Reply SpA for marketing purposes, in particular to receive promotional and commercial communications or information regarding company events or webinars, using automated contact means (e.g. SMS, MMS, fax, email and web applications) or traditional methods (e.g. phone calls and paper mail).

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Syskoplan Reply

Syskoplan Reply specialises in the consulting and implementation of SAP technologies. As a long-standing and multiple award-winning SAP Gold Partner, Syskoplan Reply reliably accompanies companies on their way into the digital future. We focus on the use of SAP solutions as a central platform for the transformation of business processes and customer experiences. With the customised concepts of the experts, companies secure decisive competitive advantages. They benefit from our innovative strength, agility and extensive project experience in a wide range of industries. Syskoplan Reply's portfolio covers all facets of modern SAP architectures.