Mass email processing with AI for Globus DIY stores

About the company

Globus is one of the largest DIY chains in Germany with 14 DIY stores and 4 online stores.

Globus Baumarkt ist eine Kette von Bau- und Heimwerkermärkten in Deutschland. It is part of the Globus conglomerate, which operates supermarkets, hypermarkets and DIY stores across Europe.

With over 90 locations in Germany, Globus Baumarkt offers a wide range of products for DIY projects, including tools, building materials, garden supplies and household items. Globus Baumarkt also offers an installation service for products such as windows, doors and kitchens.

Problem

The situation of Globus Baumärkte was as follows: There are a total of 4 online stores and a central customer service for handling inquiries from online shop customers. For online sales, inquiries appeared as emails and were processed centrally with Outlook. In the process, some e-mails were lost and there was no uniform standard for the quality of processing. It was impossible to track individual orders. In addition, the expansion of business by opportunity also required bulk processing of emails, which needed to be made easy and convenient for customer service staff. The goal was to process 1 000+ emails per day.

The requirements goods

01

Establish a centralized system for processing requests.

02

Implement the workflow of processing customer requests in accordance with the applicable rules and standards. The requests must be marked according to certain principles to ensure efficient management of request flows and quality control.

03

Facilitate collaboration with all external participants involved in the workflow (customers, suppliers, internal services, etc.) with an automated email interface.

04

To set up a convenient and efficient interface for the employees involved in processing the requests. All operations must be automated to the highest degree and the system must allow mass processing, provide text templates for feedback and the presentation of all data and control elements to be processed must be ergonomic.

05

As well as present the means of control and reporting in the necessary metrics.

Solution

The Service Desk (installed on-premises) service management platform.

• Each new request that comes in via email automatically creates a new ticket in the system;
• Each new request that comes in via email automatically creates a new ticket in the system;
• All new communication flows related to the specific ticket are automatically added to the context of the request. This enables the employee to efficiently implement the customer's requests using all available data;
• The messages sent to the customer are created automatically or semi-automatically;
• And for controlling the corresponding metrics, out of the box reports from SoftBCom Service Desk can be used with minimal customization.

Project results

01

The tasks set were realized with the software.

02

The system was set up within 6 weeks.

03

The desired workflow is realized and the processing times of the requests are controlled at all stages and correspond to the specifications.

04

The means of control as well as reporting were provided.

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