Optimize your customer service

Managed services for your AI customer service

With our managed services, we ensure that your customer service runs smoothly, securely and efficiently. Benefit from our decades of experience in e-mail response management with ReplyOne.

Maximum performance & security - Our Managed Services for ReplyOne:

Operations & Performance Management

We take care of smooth operation and continuous optimization:

System monitoring & proactive monitoring: Sematell monitors the SaaS platform 24/7, detects performance problems at an early stage and solves them automatically.
Performance optimization & scaling: Automatic load balancing, capacity adjustments and speed tuning
SLA-controlled operational responsibility: Guaranteed response times, predefined escalation paths.

Managed Integrations & API Services

Interface & integration management for a smooth system landscape

Customization & maintenance of existing API integrations (e.g. with CRM, ERP & helpdesk systems).
On-demand development of new interfaces & plug-ins for specific customer requirements
Automatic updates & version control for all integrations.

ReplyOne optimization

Continuously improve AI models & adapt to customer needs

Learning data optimization: Write learning data yourself, a direct contact person from the Customer Success Team for queries, jour fix with the customer, monthly report to the customer
Regular training of the language models: Fine-tuning for company-specific terms & spellings

"Concierge service for key accounts (VIP support)

Exclusive support for enterprise customers

Dedicated Customer Success Manager for strategic consulting & optimization
Recognize and implement potential requirements
Regular strategy workshops to maximize ROI with us
Faster SLA response times & priority support for critical requests

Security & compliance management

Data and IT security as an additional service

GDPR & ISO 27001 audit reports: Automatic compliance checks for data protection guidelines.
Security updates & threat detection: Continuous monitoring of cyber attacks & automated security patches.
Data loss prevention (DLP) & access controls: Individual security policies for users & teams.

Custom Reporting & Analytics Services

Detailed insights & personalized reports for better decision making

Advanced dashboards & analytics: Individual KPIs, real-time evaluations & historical comparisons.
Automated weekly/monthly management reports: Integrated in BI tools or as PDF/Excel.
Predictive analytics & trend recognition: Early recognition of patterns in customer behavior.

Healthcheck

Regular monitoring of your system by experts

Proactive monitoring of various indicators that can cause the system to underperform.
Together with you we will create a Plan on the relevant control and success factorswhich are taken into account during the health check. These in turn result in a consistent improvement of the system and thus create significant added value.
System safety is guaranteed, as causes that lead to a standstill are proactively identified by experts the risk of default is minimized.
Diagnosis based on extensive application and process know-how.
Close cooperation between you and a Sematell GmbH consultant.

An extension of the Managed Operations Healthcheck is possible on request.

This is what our customers say

"It was clear to us that if we wanted to reduce customer fluctuation, we had to avoid terminations wherever possible. We were looking for a way to convince customers to remain lekker customers"

Timo KurkaProcess and project consultant, lekker Energie

"We have become significantly faster and have greater transparency. ReplyOne was and is a real productivity gain for us."

Franco AleoManaging Director, PVS Relationship Services GmbH & Co. KG

"E-mails are the most important communication channel in our customer service. With ReplyOne, we were able to process more than 1.2 million e-mail requests last year – without compromising on quality."

Andrea RadziewskyHead of Process Excellency, spread.group

"ReplyOne is definitely a relief. In the past, emails were stored on the server and then assigned manually in a complicated way. The easy handling is great, saving work in the follow-up."

Sebastian GrothSenior Project Manager, Neodigital Versicherungen ag

"In Badenova's customer service, the focus is on the customer. To ensure that everything runs smoothly, our service team is supported by ReplyOne. Sematells´ response management solution from Sematell covers all contact channels and makes the employees' work in customer service easier. This reduces routine tasks and frees up time for complex issues that require explanation."

Janine PurjahnHead of Customer Service, badenova ag & co. KG

"It depends primarily on the wishes and requirements of our customers which channels we process with ReplyOne, because opening up new channels is possible at any time with the support of Sematell's developer team. This was also important to us when we selected the right software."

Christian Reischl IT & Telecommunications, Market Calling Marketinggesellschaft m.b.h.

"We have become much more efficient and have a very good overview of the timing, number and type of requests thanks to the statistics within the reporting functionality."

Bettina GnadDepartment Manager Customer Service, Peter Hahn AG

"We were able to reliably automate our processes with ReplyOne. As a result, we are now significantly faster and have been able to maintain transparency over communication with the individual customer. [...] I certainly don't know of any solution that does this better so far."

Bastian SeibtSenior Business Development and Operations Manager, Customer Service, Finanzcheck GmbH