41countries served
1000+machines delivered
Top 5globally in this 3D printing segment
Impact
191%100%
month to have TechPilot implemented & operational for entire Customer Success team + R&D expertsof the TechPilot technical analysis and proposed solution perfectly matching requirements, after 2nd monthKPIs set for TechPilot outperformed during the pilot phase.
1month to have TechPilot implemented & operational for entire Customer Success team + R&D experts
91%of the TechPilot technical analysis and proposed solution perfectly matching requirements, after 2nd month
100%KPIs set for TechPilot outperformed during the pilot phase.
Executive summary of 3-month implementation
Within first 8 days, Sinterit’s Customer Success team was resolving 34% of tickets with the help of TechPilot; by the end of the month, adoption had reached 52.9%. The platform simultaneously halved First Response Time while delivering engineer-level accuracy in its replies. Costrum's Knowledge Integration Platform freed up the time of most senior...
| Product | Scope | Region | Industry |
|---|---|---|---|
| TechPilot | Customer Succes and R&D teams | Global operations | 3D print & advanced product manufacturing |
First Response Time (FRT) Analysis
Performance comparison across different implementation stages
💡 Lower percentage = Faster response time
📞 Reference Month
Before AI solution implementation
Avg: 100% (baseline)
Median: 100% (baseline)
P90: 100% (baseline)
📊 REFERENCE POINT
🚀 Partial Implementation Month
Gradual process optimization
Avg FRT: 1.1x faster (88% vs 100%)
Median FRT: 1.0x (96% vs 100%)
P90 FRT: 1.3x faster (75% vs 100%)
📈 ~ 1.1x FASTER
🏆 First Response Time Challenge Month
Full AI solution implementation
Avg FRT: 3.4x faster (29% vs 100%)
Median FRT: 3.1x faster (32% vs 100%)
P90 FRT: 4.2x faster (24% vs 100%)
🚀 ~ 3.4x FASTER
Timeline
3-Month Transformation Journey
1st month of pilot implementation
Phase 1: Implementation, Integration, Adoption
Initial setup and team onboarding. Costrum's team integrated key data sources and analysed 65,000+ technical scenarios from the last 10 years. To ensure optimal performance and in-depth analysis from different perspectives, multiple data points in va...
2nd month of pilot implementation
Phase 2: Optimization, Accuracy, Performance Under Pressure
The system was tested during peak support periods. It maintained high accuracy while scaling coverage. After the second month, 91.6% of TechPilot's technical analyses and proposed solutions were perfectly aligned with the requirements — not a single ...
3rd month of pilot implementation
Phase 3: The Final Boss- First Response Time Challange
First Response Time (FRT) is the most important Key Performance Indicator (KPI) for the Customer Success (CS) team and the most difficult to improve. In the third month of the pilot implementation, Patryk, the most junior member of the CS team, took ...
Process
Challenge, Solution, Results
The Problem
Customer Success teams struggle to maintain fast and accurate responses while scaling support operations for a complex product and technology and answering customers from 41 countries. Despite trying ...
The Solution
As part of the Knowledge Integration Platform, TechPilot's integration with Costrum's built-in expert validation ensures the integration of know-how and documentation across the company — something th...
The Results
TechPilot is up and running. Each of monthly KPIs were outperformed during the pilot phase. Entire Customer Success team work on TechPilot, and other teams are during tests and/or onboarding. Platfor...
AI Operator - applied Costrum toolset specialist
'The Pilot, who flies The Machine'
He's usually the most skilled practical user of Costrum's toolset, using it on a daily basis. In the case of TechPilot, he can be a junior engineer, who's curious and open minded, wants to make work more efficient & more fun for him and his team. Operator is often a junior employee, youngest in the team - is less overloaded with work than seniors or managers. And if a junior can impress with t...
AI Owner - project owner
'The Wing Commander'
They are usually a manager or project owner responsible for implementing Costrum on the customer's side. They have a broad perspective of company's teams, strategic priorities, and business context. During the training and implementation at the pilot stage, they gain a practical overview of the main advantages and limitations of AI, and understand how Costrum can help team win in their company's u...
Testimonials
What Our Users Say
Patrick Pojnarengineer, Customer Success team
"
I was definitely not a fan of AI. Even top AI programs like ChatGPT or business tools like Freshdesk's Freddy AI are decent for simple tasks, but far from perfect in in-depth, technical product questions. I was a bit doubtful about TechPilot at first. But I took the First Response Time Challenge with TechPilot and I'm really glad I did. The differ...
"
Paul SzczurekFounder & Chief Technical Officer
"
I'm a software developer myself, I led the testing of both in-house developed AI systems with their own RAGs and leading market AIs such as ChatGPT, Gemini and Freshdesk's AI. None have met our requirements, the team rarely used them. Our use cases are deeply technical and complex, and we expect high quality, accurate answers. My goal for TechPilo...
"
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