Customer stories

Work we have delivered, and what it changed

Every story here is a real client, named with their approval, with figures they have seen. No composites and no invented benchmarks.

How Asset Services Group moved IT support into Microsoft Teams with Claude

Asset Services Group, the business process outsourcing group behind communications provider Message Direct, replaced email-based IT support with a Claude-powered assistant in Microsoft Teams. Staff describe what they need in plain language; the assistant does the classifying, routing and follow-up.

99.7%

of requests routed to the correct form on the first try

40%

efficiency gain in logging and routing a request, versus the old email process

All

departments use the assistant as their way into IT

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How Salus Controls Romania cut unanswered customer questions by 60%

Salus Controls Romania supports more than a thousand heating controls, thermostats and connected devices, many with near-identical model codes. Its virtual assistant was answering about the wrong product, and in more than a third of conversations it was telling customers it could not find an answer at all. Svennis diagnosed the cause, repaired the retrieval layer and moved the engine to Claude. A month of production traffic later, that failure rate had fallen by 60%.

60%

fewer conversations ending in “I could not find an answer”, measured over the first 30 days in production

52% to 87%

retrieval accuracy on a fifty-question Romanian benchmark

Two-thirds

of conversations resolved without escalation to a human agent

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