Emails remain one of the most important communication channels in B2B sales – yet they are also one of the biggest obstacles to efficiency. The MEDEWO Gruppe faced precisely this challenge: thousands of incoming messages per month, manual sorting, and a significant time investment. Together with LinkThat, this process was fundamentally rethought.
With the AI solution PRISM, MEDEWO now automates its entire email inbox, ensuring that every inquiry reaches the right person directly.
When email volume becomes a bottleneck
As a leading B2B mail-order company for transport, food, and sustainable packaging, the MEDEWO Gruppe operates several brands – including MEDEWO, RAUSCH, and packVerde – throughout the DACH region (Germany, Austria, and Switzerland). The sales department alone receives around 10,000 emails per month.
Before the introduction of AI, this meant manually reviewing, forwarding, and assigning them. A process that was not only time-consuming but also prone to delays and errors.
Automated email routing with AI
With LinkThat PRISM, every incoming message is automatically analyzed – from the sender and subject line to the content of attachments such as PDFs or images. Based on keywords, context, and structure, the system recognizes the email’s content and automatically assigns it to a suitable category, such as:
- Complaint
- Customer Service
- Order
The next step involves direct forwarding to the responsible team or the right specialist – without any manual intervention.
Dynamic, flexible, and practical
A key advantage of the solution is its continuous adaptation. Changes in team structure, vacations, or sick leave are taken into account in real time. This ensures stable response times and consistently high service levels – even under changing circumstances.
From MEDEWO’s perspective, this represents a clear benefit: shorter processing times, a noticeable reduction in workload for employees, and lower process costs.
AI that grows with you
“Our goal was not just to automate email communication, but to make it intelligent,” explains Manfred Pigl, AI expert at LinkThat. “PRISM recognizes content precisely, reacts flexibly to changes, and can be quickly rolled out to other countries and brands.”
This is exactly what the project demonstrated: After a successful launch in Switzerland, the solution was implemented at several locations in Austria and Germany within a short time.
Conclusion: increased efficiency with measurable impact
The MEDEWO example shows how AI-based automation can be pragmatically integrated into existing processes – with clear benefits in day-to-day operations. Instead of managing emails manually, AI now handles the sorting. Teams can focus on what matters most: customer relationships and value creation.