Bosch
Manufacturing / IoT
How Bosch Italy transformed technical support and IoT alert management with automated multi-channel communication.
+420%
Request handling
-80%
Ticket resolution time
+92%
Customer satisfaction
The Challenge
Bosch Italy's IoT division handled thousands of technical support requests monthly through a traditional call center. Wait times were high, alerts from connected IoT devices were managed manually, and technical documentation was sent via email with long response times. Enterprise customer satisfaction was declining.
The Solution
Bosch Italy integrated Chat API into their ticketing system and IoT platform:
- WhatsApp support: customers can open support tickets directly via WhatsApp, receiving immediate automated responses.
- IoT alerts via SMS: connected devices send critical SMS alerts to zone technicians for rapid intervention.
- Documentation via Email: technical manuals, troubleshooting guides, and reports are sent automatically via Email API.
- Ticket status updates: customers receive real-time WhatsApp updates on their ticket progress.
The Results
In just 5 months, Bosch Italy revolutionized their customer service:
Handling capacity
The team handles 5x more requests through WhatsApp automation, without increasing headcount.
Ticket resolution
Average resolution time dropped from 48 hours to under 10 hours through instant communication.
IoT alerts
Critical alert intervention times were reduced by 75% thanks to immediate SMS notifications.
NPS Score
Net Promoter Score jumped from 32 to 78, reaching best-in-class levels in the industry.
"Integrating Chat API with our IoT platform allowed us to shift from reactive to proactive support. Our customers receive alerts and assistance before they even notice a problem."
Andrea Colombo
Head of Customer Service, Bosch Italy
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