How a 350,000-customer equipment supplier saved €440K annually with a 7-language AI
A European commercial equipment leader supplying 350,000+ customers across 180 countries automated 50% of all support requests using a multilingual WhatsApp AI — cutting annual costs by €440K, delivering 266% ROI in year one, with a 90-day payback period.
Challenges
The company was growing 20%+ per year — but rapid growth also meant a rapidly growing support burden with no scalable solution in place.
Chat support wait times reached 5+ hours per day during peak periods
Text-based support resolutions took anywhere from hours to multiple days
Phone support calls required 4–10 minutes per resolution, consuming agent capacity
CRM records were updated manually from WhatsApp, web, and Facebook Messenger — creating errors and delays
The support team spanned multiple languages and geographies with no unified tooling
Our solution
A 2-day on-site discovery workshop revealed which 50% of support requests could be fully automated. We built a multilingual WhatsApp AI connected to Salesforce and SAP — deployed across seven languages and eliminating customer wait times entirely.
On-site discovery and ROI mapping
We ran a 2-day on-site workshop to map the most common pre- and post-sale inquiries, identify which could be fully automated, calculate the ROI potential, and build a demo — before writing a single line of production code.
Multilingual WhatsApp chatbot
We built and deployed a WhatsApp AI handling seven languages — English, French, German, Dutch, Polish, Turkish, and Arabic — covering the full geographic footprint of the client's 350,000+ customer base.
Salesforce and SAP integration
Every customer conversation is automatically logged to Salesforce with the correct service ticket and agent assignment, and connected to SAP for real-time account and order data — eliminating manual CRM entry across all channels.
50% support automation in 12 months
The chatbot reached 50% automation of all inbound support requests within 12 months of deployment, reducing average customer wait time to zero and generating €440,000 in annual cost savings.
The results
50%
Of all inbound support requests automated within 12 months of deployment
7
Languages supported — covering the full customer base across Europe and beyond
0 sec
Customer wait time — the chatbot responds instantly, 24/7
€440,000
In annual cost savings from automated support handling
266%
ROI delivered in the first year of deployment
90-day
Payback period — one of the fastest returns in enterprise AI deployment
Velocity AI Services Used
