The result
«We managed to reply promptly, effectively and much faster.»
0:14
Case study · Caffini · Palù, Italy
Caffini's after-sales team replies within hours, even when it's out in the field
0:00 / 1:49Introduction
Video in Italian, with Italian subtitles.
Kosta Borissov
Service Manager, Caffini
−84%
Waiting and response times: from days to a few hours.
Average first-response time on Caffini tickets in the platform, January–June 2026 compared with the last two months.
24/7
Incomplete requests get a question about the serial number, photos or videos right away, even when the office is closed.
The challenge
Every request feels urgent
Caffini's service team receives phone calls, emails and WhatsApp messages every day. Many requests are simple or repetitive, but they arrive while the customer's machine is stopped in the field, so they all look like emergencies.
Basic information is often missing. The customer writes that "the machine doesn't work" without giving the serial number: before replying, the operator has to work out which machine it is and what happened.
«Over the years we saw that all these requests are simple or repetitive, and we constantly needed someone to follow up with the customer.»Kosta Borissov, Service Manager, Caffini
The solution
From request to draft reply
Neuratio brings the requests arriving by email, WhatsApp and phone into a single platform. When details are missing, it asks the customer for them automatically. From the serial number it retrieves the machine's documentation and prepares a reply that the service team checks before sending.
A request arrives
Email, WhatsApp and phone requests land in the same ticket list.
It asks for what's missing
If the serial number, photos or videos are missing, Neuratio asks the customer right away.
It finds the machine
From the serial number it retrieves manuals, wiring diagrams, spare parts and past interventions.
It drafts the reply
The service team checks it, edits it if needed and sends it.
Results
What changed for the service team
Replies in hours, not days
Response times fell by 84%: replies used to take days, now they take a few hours.
Foreign customers, in their language
When a foreign customer writes in their own language, Neuratio recognises it and suggests the reply in that language.
Some problems solve themselves
For frequent requests such as flow meter calibration, the customer gets an answer based on Caffini's FAQs and fixes the issue on their own.
Clips
Kosta, in short
Six short answers, one per topic, in Italian with Italian subtitles.
Every day
«Neuratio is like an assistant that helps me every day with all the different requests.»
0:15
The customer's language
«Neuratio detects it and already suggests the reply in the customer's language.»
0:16
The other side of the world
«We may be closed, but on the other side of the world they are working.»
0:27
The flow meter
«The customer can now see an answer and solve the problem on their own.»
0:27
The team
«They have always been available and have always helped us.»
0:23
«I would definitely recommend Neuratio to another manager, because it has helped a lot to reduce response times and because it is a great ally.»Kosta Borissov, Service Manager, Caffini
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Filmed at Caffini's headquarters in Palù (Verona), October 2026.