Basware Slashed Customer Escalations and Strengthened Customer Health

Basware integrated AI-driven sentiment analysis and escalation prediction, aiming to proactively identify and address customer pain points. To accomplish this, Basware turned to SupportLogic to align its support operations with its customer-centric strategy. SupportLogic provided real-time customer score data, which enabled Basware to implement rules and alerts, streamline processes, and focus on metrics that mattered most to its strategic and VIP customers.

About Basware

Basware is a global leader in financial software, specializing in procure-to-pay automation, e-invoicing, and accounts payable solutions. Its cloud-based platform connects buyers and suppliers, streamlining transactions and ensuring compliance with global invoicing regulations.

Basware offers tools for advanced analytics, cost optimization, and cash flow management, helping businesses improve efficiency and gain financial visibility. Committed to sustainability, it promotes paperless processes to support ESG goals. Headquartered in Finland, Basware serves enterprises worldwide, simplifying financial operations.

Evolving Customer Support for a Changing Business

Basware faced challenges in maintaining its high standards of customer support as its operations scaled. “Our team was inundated with customer cases, and we struggled to identify which ones needed immediate attention,” explained Arnoud Schouw, VP of Customer Support.

The reactive nature of their support processes led to inefficiencies and missed opportunities to address customer concerns proactively. “By the time we recognized a problem, it often required extensive resources to resolve, and we risked damaging customer trust,” he noted. The growing backlog of escalations further strained the team’s ability to deliver the exceptional service Basware customers expected.

Integrated Tools for Proactive Support

To overcome these challenges, Basware implemented SupportLogic’s AI-driven platform. “SupportLogic helped us transform how we manage customer interactions by identifying sentiment and potential issues before they escalated,” said Schouw.

With SupportLogic, Basware leveraged real-time insights to prioritize cases based on urgency and customer sentiment. “It was like having a sixth sense for our operations. Suddenly, we could see beyond the case numbers and truly understand the voice of the customer,” he added.

The platform also improved collaboration between teams. “SupportLogic created a bridge between our support, success, and product teams, ensuring that feedback was not only heard but acted upon quickly and effectively,” he shared.

Dramatic Escalation Reduction and Improved Sentiment

The implementation of SupportLogic delivered significant results for Basware. “We reduced our escalation rate by 80%, which had a direct and positive impact on our operational efficiency,” Schouw reported. Time to resolution also improved dramatically. “We saw a 30% decrease in resolution times, allowing us to address issues faster and more effectively than ever before.”

Most importantly, customer satisfaction scores soared. “Our CSAT scores climbed to an average of 5.3 out of 6. Customers were not just happy; they were impressed with how quickly and thoughtfully we addressed their concerns,” the VP explained.

This success has sparked further innovation within Basware’s operations. “SupportLogic has become a foundational tool for how we engage with customers. It’s not just about solving problems anymore; it’s about building stronger, long-term relationships,” he concluded.

The Challenge:

Basware’s team was strained by a growing backlog of escalations.

Basware turned to SupportLogic to prioritize cases bases on ugency and customer sentiment.

Customer satisfaction soared as Basware were able to use AI to help prioritize the team.

80

%

reduction in escalations due to early warnings

93

%

improvement in customer health score among VIP customers

72

%

improvement in customer health score among strategic customers

Basware’s next steps with SupportLogic

This success has sparked further innovation within Basware’s operations. “SupportLogic has become a foundational tool for how we engage with customers. It’s not just about solving problems anymore; it’s about building stronger, long-term relationships,” he concluded.

To learn more about how SupportLogic can help your company create better customer support experiences, take a free self-guided test drive or contact our solution consultants for a live demo.

“We actually managed to decrease the escalation rate by almost 80%. This is a tangible solution that helps us every day, making our lives—and our customers’ lives—so much better.”

Arnoud Schouw

VP of Customer Support, Basware