Manutan deploys an automatic language analysis solution to improve its customer service
÷6
Email processing cost
99%
Emails processed
3
Languages covered (French, English, Dutch)
Manutan is Europe’s largest supplier of products and services for businesses, ranging from office supplies to IT equipment and workplace fittings, with more than 800,000 product references.
Retail and E-commerce
500+
2019
Challenge
As part of a continuous open innovation approach, Manutan regularly collaborates with numerous start-ups with the goal of deploying tailor-made, sustainable solutions to optimize all of its processes.
In 2019, Manutan aimed to increase the efficiency of its responses to customers and prospects by optimizing the management of incoming emails through semantic analysis.
The objective? To integrate a solution capable ofautomating the processing of incoming messages, freeing up employees’ time by automating low–value-added tasks.
Why Miralia?
With Miralia, Manutan automated several key stages of customer request processing:
- Incoming emails and their attachments are automatically categorized and routed to the appropriate departments
- Useful data (order numbers, product references, customer information) is extracted and directly linked to the corresponding case
- Supporting documents sent by customers are automatically checked for consistency, reducing manual verification
- The acknowledgment emails are sent immediately and response drafts are generated for advisors
These automations have enabled teams to save time on daily processing while improving the quality of responses provided to customers.
“
We were able to do better with the same teams. Increase revenue, of course, but above all save time at Manutan.
Xavier Laurent
Director of Value-Added Services, Manutan International
Solution
To facilitate the processing of more than one million emails and requests received each year by Manutan, the group chose to integrate the Miralia solution, a platform dedicated to processing incoming messages and their attachments.
This artificial intelligence automatically sorts between 3,000 and 4,000 emails received every day by Manutan France teams, related to orders, information requests, and complaints.
Finally, in the retail sector, semantic analysis of messages requires a technology capable of handling multiple intentions within a single message (e.g. a quote request combined with a change of address), as well as connecting to the CRM to retrieve all necessary information.
This is why Miralia is based on analytical artificial intelligence, providing Manutan with this level of performance while maintaining a low environmental impact thanks to its “no data training” approach.
“
By collaborating with startups like Miralia, we are investing in open innovation, which allows us to open the door to new, innovative automation projects that are also environmentally responsible.
Xavier Laurent
Director of Value-Added Services, Manutan International
Impact
The deployment of Miralia delivered measurable results:
- Management costs were divided by six, thanks to the reduction of manual tasks
- Customers benefit from faster and more efficient handling, improving their overall experience
- Employees are relieved from low–value-added tasks and can focus on complex or sensitive requests
These combined impacts have improved both operational performance and customer satisfaction.
“
Our team can focus on customer relationships.
Xavier Laurent
Director of Value-Added Services, Manutan International
Press
More case studies
Bring meaning and control
over your customer relationship
Try our explainable, efficient, and reliable AI today.
