Europe’s leading apple partner Scaled Support to Handle 50% More Requests — Without Sacrificing Service Quality
The Client
Headquartered in Germany, the client is Europe’s largest Apple-centric solutions provider, supporting over 8,000 businesses worldwide in streamlining operations on Mac and iPhone. They offer implementations, training, custom integrations, and business coaching, with expertise in CRM and ERP systems. As their customer base expanded, so did support volumes—driving the need for a more scalable and intelligent support infrastructure.
Key Challenges
As they scaled, they faced these recurring challenges:
- Service Bottlenecks: High volumes of support tickets for setup, workflows, and plugin configurations.
- Onboarding Delays: Customers experienced long wait times for training sessions and implementation guides.
- Knowledge Overload: Internal teams needed quick access to domain-specific best practices, configurations, and plugin customization guides.
- Upsell Leakage: Due to manual workflows, many customers weren’t exposed to useful add-ons or upgrades, leading to stagnant ARPU.
Our Solution
Auralis AI was deployed as both an internal knowledge assistant and an external client support agent, enabling:
- Guided Onboarding: Self-guided onboarding with automated tutorials, configuration walkthroughs, and best practices.
- Instant Setup Support: Instant responses to setup, plugin, or integration questions via web chat and client portals.
- Knowledge on Demand: On-demand internal knowledge retrieval for faster problem diagnosis and training.
- Smart Upsell Prompts: Personalized upsell prompts based on client profiles (e.g., Plus Package, integration add-ons, coaching packages).
ROI-Driven Results in 90 Days
Avg. FRT (Support)
Ticket Resolution Time
Implementation Onboarding Time
Upsell Engagement Rate
Lifetime Support Cost per Customer
Quarterly Revenue Lift
The Process
Knowledge Library Indexing
Aggregated guides, plugin manuals, onboarding docs, FAQs.
AI Agent Deployment
Rolled out AI for client portals and internal team dashboards.
Onboarding Automation
Automated guided implementations using templated scripts.
Learning Feedback Loop
AI continuously improved through client interactions and feedback.
Smart Upsell Triggers
Integrated upsell prompts based on client use cases and profile data.
The Results
Auralis helped the client scale smarter—not harder. Within 90 days, the firm slashed response times, accelerated implementations, lowered support costs, and unlocked new revenue through AI-powered upsell engagement. ROI was realized within the first quarter.
- Answers queries 24/7 via web, WhatsApp, and email
- Books and manages service appointments and reschedules
- Re-engages customers post-warranty with offers
- Balances technician schedules based on job types and availability
Client Testimonial
Auralis transformed how we serve our clients. Support tickets now resolve in minutes, onboarding is much faster, and customers are discovering add-ons on their own. We’ve seen real revenue gains, happier teams, and more satisfied clients; scaling without sacrificing quality.
The Auralis Difference
See how Auralis deploys custom AI agents in days, not months.