LinkThat brings artificial intelligence to the inbox: With the PRISM solution, the MEDEWO Gruppe automates its entire email traffic, relieving its teams of time-consuming routine work. Hundreds of messages are intelligently analyzed daily and forwarded directly to the right contacts – faster, more accurately, and with significantly less effort.

The high-speed inbox thanks to AI automation

The MEDEWO Group, known for its brands MEDEWO, RAUSCH and packVerde, is a leading B2B mail-order company for transport, food, and sustainable packaging. In the DACH region (Germany, Austria, and Switzerland), the company processes around 10,000 sales emails per month. What used to take many working hours is now fully automated.

MEDEWO on the project’s success: “With the introduction of intelligent email routing, we were able to significantly reduce the processing time per email. The system noticeably relieves the burden on our employees, reduces process costs, and ensures that every inquiry reaches the right person directly. With LinkThat, we have an experienced partner at our side who addressed our individual needs.”

Intelligent Automation in Daily Operations

LinkThat PRISM automatically analyzes every incoming message – from the sender and subject line to the content of attachments such as PDFs or images. The system recognizes keywords and assigns emails to appropriate categories such as complaint, customer service, or order.

The email is then forwarded directly to the appropriate expert or team. The system takes changes within the team – such as vacations or sick leave – into account in real time. This ensures consistently high response times and service levels.

“With our AI solution, we were able to demonstrate that email traffic can not only be automated but also intelligently designed,” adds Manfred Pigl, AI expert at LinkThat. “PRISM accurately recognizes content, reacts flexibly to changes, and can be rolled out to multiple countries and brands in a short time.”

Rapid rollout in three countries

Following its successful launch in Switzerland, the solution was also implemented at seven additional locations in Austria and Germany within just a few weeks. The project demonstrates how modern AI technology can be practically integrated into existing processes – resulting in measurable efficiency.

Der Beitrag How AI is revolutionizing email communication at MEDEWO erschien zuerst auf LinkThat.

The challenge

With service center units on five continents, international hearing aid manufacturer WS Audiology faced some major challenges. Heterogeneous telephony systems had to be reconciled at locations from the USA to Japan. LinkThat therefore planned a central installation in Germany, with which additional countries can be easily created as new clients at any time.

The solution: CTI

The heart of the new strategy is the CTI middleware LinkThat CUBE, a transparent integration solution for heterogeneous communication systems. Agents use LinkThat’s associated softphone directly in the Salesforce interface. This allows them to effortlessly control SAP and Sinch calls, and see the status of colleagues in Teams.

By linking the contact center solution with Salesforce and various telephony systems across the company, customers and partners are henceforth served faster and better.

“No matter where in the world, all information is always available”

Martin Boldt, Head of Customer Service at WS Audiology reports on the success of the project: “LinkThat was the only company among a large number of applicants that was able to set up a homogeneous communications landscape for us in line with our requirements”.

“Due to the full integration of the LinkThat Contact Center solution with our CRM system Salesforce and several PBXs, incoming calls, for example, can now be effortlessly transferred to colleagues within the Salesforce window. All presence information is visible in the LinkThat softphone. No matter where in the world an agent is on the phone, and no matter which tool he or she is using – all information such as availability, waiting times and queue status is always available. The Cube has been doing its job flawlessly since day one.”

Ongoing expansion & short implementation times

Since the start of the project in 2017, when Germany and Japan were connected, further Sivantos or WS Audiology locations on different continents followed. The USA, Brazil, the UK, France, China, Singapore, New Zealand and Australia were integrated in the following years. The Netherlands, Turkey, and an additional location in Japan joined in 2022.

Service units in Canada, South Africa and Europe (Italy, Sweden, Norway) are currently in the planning and implementation phase. The multi-client capability of LinkThat CUBE guarantees full compatibility and short project lead times.

Der Beitrag Unified CTI experience around the globe for WS Audiology with LinkThat CUBE erschien zuerst auf LinkThat.

The service check is designed to provide quick, secure and unbureaucratic payment and insurance for marginal employment. However, processing the large volume of submissions presents a massive challenge with high time requirements. That’s why the Insurance Institution for Railways and Mining (then VAEB, now BVAEB) was looking for a solution that would automatically process documents.

The solution – fully automatic processing

In cooperation with Kapsch and the Insurance Institution for Railways and Mining, we have further developed the processing of service checks. The solution, which is being used in the healthcare sector for the first time, is based on Artificial Intelligence with LinkThat PRISM. This allows handwritten submissions to be processed automatically.

Learn more about the project and the benefits in this video:

350,330 service vouchers…

…were sold in 2018. Manual processing of a service check used to include the following:

1. the opening and scanning of the mail
2. the delivery to the agents
3. further verification of the information for accuracy
4. entering the data into the back-end systems
5. the payment to the employee

Four of these five steps are now fully automatic processing in most cases.

“Because the service check has been well received by the public. The number of forms that need to be processed has increased significantly. So the goal of the project at VAEB was therefore primarily to reduce the workload of employees and to reduce the processing time between submission and payment,” recalls Manfred Pigl.

The project implemented by LinkThat included the provision and implementation in the workflow of an appliance that, based on AI technologies, enables the automated reading of information from the DLS with high quality. Of particular note is the appliance’s ability to read handwritten input.

The interplay between people and technology

Noman Khairul, head of software development at LinkThat, describes it as follows:

“Incorrect service checks continue to be reprocessed manually. For example, if the date is filled in incorrectly, then crossed out and the correct date is written over it. In this case our AI recognizes that as an error and forwards it to staff responsible for it.” The majority of submissions, however, can be processed fully automatically, he says: “As a rule, the information can be read very well and without errors. Our AI system is also continuously trained on known errors, so it can recognize and correct them or act accordingly.”

Greatly reduced processing times

The implementation of this project has made it possible to process the steadily increasing number of submitted DLSs with high quality without expanding the existing team. Therefore time from submission to payment has been significantly reduced. From a few weeks to a few working days.

Learn more about LinkThat PRISM (the solution behind the DLS) and LinkThat SHIFT – two of our products that automate and facilitate correspondence.

Der Beitrag The Fully Automatic Processing of the Austrian Service Check erschien zuerst auf LinkThat.

Three OSRAM locations – Switzerland, Great Britain and China – were to be equipped with a homogeneous telephony infrastructure. “For a company with around 40,000 employees that delivers its goods to 150 countries, there is great potential in a communications solution that can be used regardless of location,” says Detlef Schlaghecke, Head of Sales Automation at OSRAM. To meet all the company’s requirements, a unified telephony integration was created for the contact center.

Our solution – telephony integration

The logical interconnection of a wide variety of locations creates a seamless link between a wide variety of task and knowledge carriers as well as departments. The software enables dynamic allocation of inbound and outbound capacities, as well as better resource utilization with minimal training effort.

LinkThat installed the fully IP-based SAP Contact Center solution for the customer service unit of OSRAM China Lighting Ltd. It’s been used since for customer communications by one of the oldest brands known worldwide. With OSRAM AG Switzerland and OSRAM Ltd. UK, two more locations benefited from the new system shortly thereafter.

Rapid implementation

“After the positive experience with LinkThat and SAP Contact Center in China, we also wanted to use the communications solution in key locations in Europe,” explains Christian Wittlif at OSRAM. “LinkThat was able to link the solution with existing hardware and software systems in China, thereby creating synergies as well as smoothly implementing the changeover. Thanks to the integration of the systems, service staff there have a uniform user interface for managing all customer contacts.”

The solution for Winterthur in particular was characterized by a very tight schedule. There were only about four months between kick-off and go-live in the fall. Since experience shows that sales of lamps increase rapidly in September, all features had to be running stably by then – a challenge that LinkThat mastered together with OSRAM.

With many years of experience in customer service, we know the challenges that contact centers face. From modular CTI solutions to contact centers with AI, there are many options to make customer communication more efficient.

Der Beitrag Homogeneous telephony integration on a global scale for OSRAM erschien zuerst auf LinkThat.

Within only 3 months, a fully equipped service center for the telephone and written support of all 7.2 million policyholders on the core topics of the Austrian social insurance system is to be set up “on a greenfield site” and without an existing infrastructure.

“The successful cooperation with our partner LinkThat has been going on for many years has enabled us to jointly build a service center that combines the best of both worlds: the efficiency and flexibility of a modern service center with the quality and expert knowledge of the employees of the Austrian Social Insurance Agency”, says Walter Schierer, head of the Customer Care Center, ITSV.

“We were able to impressively demonstrate this performance capability even during the difficult months of the pandemic”.

The challenge

This project is much more than just a service center for the social insurance system. The “compulsorily insured” becomes a customer. A legally established corporation evolves into a company that puts the customer at the center of all considerations. Proof of concept for this “change process” is direct communication with the customer via telephone. Without time delay, without the filter of a written request. From now on, customer service must be lived!

In addition to the tight schedule, an additional challenge was the ambitious goal of establishing a “service center” with a profit center orientation that can compete with competitors on the “free market” in terms of both quality and, in particular, cost efficiency.

The ITSV Costumer Care Center

LinkThat, as a specialist in the development and technical operation of service centers, offered a complete service package for this extremely ambitious project. Starting with the needs assessment, through project planning, to the actual technical implementation of all core topics. This includes in particular the set-up and maintenance of the complete telecommunications infrastructure based on a flexible, cost-effective and future-oriented Voice-Over-IP telephone system, the development, programming and implementation of customized solutions for personnel administration, quality management, information management and key figure monitoring.

In 2008, the ITSV Customer Care Center was successfully launched with the support of LinkThat. Since then, numerous other hotlines, projects and service units have been put into operation. All of which runs smoothly thanks to the high flexibility of both partners.

Der Beitrag When Compulsorily Insured become Customers: The ITSV Customer Care Center erschien zuerst auf LinkThat.

In the insurance industry, effective and reliable customer communication is essential. In order to manage the constantly growing volume of documents in a meaningful way, the insurance company Allianz was looking for a solution for the automatic processing of invoices. LinkThat PRISM supports Allianz in exactly this: automatic document processing relieves employees and simplifies everyday work.

Automatic Document Processing

After the invoices are extracted from a batch of documents, each invoice is renamed according to Allianz’s specifications for easy identification based on the document content. This is followed by storing the invoice in a directory named after the invoice recipient taken from the invoice – if this directory does not yet exist, it is created by the application.

Outlook

The use of PRISM at Allianz has led to a significant reduction in the processing time for invoices. Due to the relief of the employees in the specialist department from a repetitive activity, their satisfaction has increased significantly. Since going live at the end of 2019, automatic document processing with PRISM has been running consistently with an error rate of 0%.

Optimize insurance company business processes with LinkThat PRISM

PRISM is the ideal support for insurance companies. Innovative solutions make service more efficient and at the same time simpler. This saves time, money and valuable resources. Whether correspondence, e-mails or individual challenges: LinkThat PRISM enables the fully or partially automated handling of processes with AI. This makes it easy to optimize business processes with documents, images and attachments. In this way, insurance companies shorten processing time and increase customer satisfaction at the same time.

Der Beitrag An Alliance for Correct Classification: Allianz uses Automatic Document Processing erschien zuerst auf LinkThat.