Schneider Electric optimizes its customer service with AlloIntelligence

Schneider Electric is a French multinational leader in the field of digital automation and energy management. Offering solutions for homes, buildings, data centers, infrastructures, and industries, Schneider Electric combines energy technologies, real-time automation, software, and services to provide innovative and sustainable solutions to its clients.

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CHALLENGE

With dozens of product ranges in several countries, Schneider Electric generates 200,000+ emails and support tickets each year. These requests, coming from various customers such as individuals, electricians, engineering offices, or contractors, relate to various problems such as product connection or compatibility, or understanding of the manual. Processing these requests is time-consuming and involves several levels of intervention, mobilizing many internal resources. In addition, manual analysis of these emails and tickets does not allow for the full exploitation of information to improve products and customer service.

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SOLUTION

Schneider Electric has decided to equip itself with the AlloIntelligence solution. Multilingual, the solution automatically retrieves and analyzes support emails and tickets from more than 20 countries. Thanks to our semantic analysis technology, the problems encountered are identified in great detail and categorized. Each product and support team is notified in real-time when feedback concerns their area, and tasks are automatically assigned according to the urgency of the request. In addition, an assistant for responding to similar requests allows support teams to save time in their daily work.

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RESULTS

The implementation of AlloIntelligence at Schneider Electric has resulted in significant results in terms of optimizing customer service and improving products:

• The time required to identify problems on a product range has decreased from 7 days to 1 day, allowing for increased responsiveness and anticipation.
• Support teams have gained between 5 and 10 minutes per email/ticket processed thanks to the response assistant, improving their efficiency and satisfaction.
• The number of Salesforce tickets has decreased by 15% on the most frequent topics, demonstrating a better understanding of the problems encountered and the improvements made to products.

The collaboration between Schneider Electric and AlloBrain perfectly illustrates how a semantic analysis solution can transform the challenges related to unstructured data management into opportunities for improvement and growth. The results obtained demonstrate the effectiveness of our solution and its ability to adapt to the specific needs of a leading company in its field. Do you also want to optimize your customer service and fully exploit the potential of your data? Let our sales team know.