Fassi

At Fassi France, we distribute lifting and material-handling equipment across a wide range of industries, including public works, transportation, lifting, funeral services, recycling, and construction materials.

A situation that raises questions

We needed a tool that could centralize support requests while reducing the pressure on our technical teams.

The Digital Transformation: Integrating the Chatbot Kolus

Integrating the Kolus chatbot has allowed us to streamline our interactions with customers, particularly in first-line support. It guides users to helpful resources or efficiently forwards complex requests to our experts.

Tangible results, measurable impacts

Since this initiative was implemented, we have seen a significant decrease in the number of requests directed to our technicians, allowing them to focus more on higher-value-added tasks. This optimization has also had a positive impact on our customers, who now benefit from a more responsive and efficient service. As a result, we have seen a significant improvement in our customer satisfaction rate, demonstrating the relevance and effectiveness of this approach.

When Assistance Becomes Smart

Since this initiative was implemented, we have seen a significant decrease in the number of requests directed to our technicians, allowing them to focus more on higher-value-added tasks. This optimization has also had a positive impact on our customers, who now benefit from a more responsive and efficient service. As a result, we have seen a significant improvement in our customer satisfaction rate, demonstrating the relevance and effectiveness of this approach.