How Sinterit tech team cut response time to customers
by 55% in 14 Days
How enginners of Sinterit's Customer Success and R&D team doubled the speed of First Response Time for technical requests and integrated the organisation's knowledge with TechPilot.
Impact
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 engineers by managing and integrating their knowledge. TechPilot reached a 100% first-shot learning factor, freeing up senior staff and managers from answering common, repetitive questions. Once trained, seniors only need to provide instructions once. Each time a user in the company encountered this issue, TechPilot solved it. This vertical, enterprise-grade AI system was developed end-to-end by Costrum specifically for complex technical documentation, rather than generic chatbot functionality.
| Product | Scope | Region | Industry |
|---|---|---|---|
| TechPilot | Customer Succes and R&D teams | Global operations | 3D print & advanced product manufacturing |
3-Month Transformation Journey
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 various formats were included. These included Freshdesk integration, Word and Google Docs, Excel and Calc spreadsheets, knowledge bases and technical documentation. The process was seamless for the Customer Success team — they could simply add all their spreadsheets, documents and files to Costrum Drive. The adoption rate was achieved within the first 8 days.
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 modification was needed. The remaining 8% required simply giving Techpilot missing information or instructions on how to handle it next time. The accuracy rate improves on a weekly basis.
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 on the First Response Time Challenge. His goal was to cut FRT by 50% (2x faster answer) in 30 days using no other help than TechPilot. To ensure that TechPilot could perform under pressure, Patryk was assigned more work than anyone else for the purpose of the challenge. In 1st week he received more customer cases than the rest of his team combined, and he still managed to improve his FRT by 38%. He completed the challenge in half the time, reducing FRT by 55% after the 2nd week. Patryk didn't change anything in his workflow except using TechPilot. Read his thoughts on being a TechPilot operator below.
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 multiple state-of-the-art generic AI tools available on the market, none of them were useful enough for the deeply complex technical use case of Sinterit due to poor technical accuracy, generic 'AI-like' responses, and a lack of domain expertise.
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 that older generations of software, such as CRMs, ERPs and internal knowledge bases, could not achieve. Each month of the pilot phase, Sinterit management set a specific KPI for TechPilot to measure progress. This way, progress could be measured objectively.
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. Platform efficiency improves weekly and every new person. A growing number of questions are instantly answered by TechPilot, as the Expertises and other features of Costrum's Knowledge Integration Platform centralise documentation and knowledge. It removes bottlenecks, improves communication between teams and frees the most experienced engineers from repetitive questions. Now, every time they answer, it solves the issue permanently for all company's TechPilot users. After 2nd month, already 91% of the TechPilot technical analysis and proposed solution was exactly right. Response times for technical enquiries are twice faster. This was not possible before, even when using top-tier CRMs or ticket systems combined with custom and market-available AI systems.
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 the speed and quality of his progress, it better shows how powerful the technology is - his success story shows what's possible if the entire team moves to the next level. Costrum’s training for Operators is designed differently than any AI course you saw - no long lectures, 100% is ‘how it works’ in practice. Tasks are using a platform to save you time on boring tasks and solving problems. No previous GenAI experience is required, but practice with even consumer solutions (e.g ChatGPT, Gemini, Grok, Perplexity) will speed up the process. After completing the AI Operator path, you get a shareable certificate, proving that you are an applied GenAI specialist with skills that are helpful for any tool within this family of technologies, and that you have exceptional skills in using Costrum's toolset.
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 unique context. The Owner role is designed for close cooperation with the Operator, who has the training and combat experience necessary to quickly test ideas for new applications in other teams or new use cases. The Owner ensures that the company gets the maximum possible result and facilitates horizontal scaling to other teams.
What Our Users Say
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 difference between the general AI tools I tried before and the specialized TechPilot is night and day. I got more cases than the rest of the team combined, and still I was able to answered customers' technical enquiries 2x faster. Without any extra hours, I set new performance record for the company. Challange formula is fun! It also helped us to identyfy bottlenecks in our workflow, and solve many of them permamanetly with TechPilot. Costrum's team gave me a lot of help. By the 3rd month, Techpilot has already permanently freed me 1-2 hours daily, and there's potential for more. More time for training and learning new skills, relations with important customers, improving workflows. I'm now starting extra training in AI through Costrum's AI Operator certification programme.
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 TechPilot was to solve three problems: 1) Increasing our customer satisfaction, 2) Act as a 'firewall' filter with Costrum's Expertise system, letting most experienced engineers focus on high-value tasks and new product. Now, when a senior answers a question, he's never asked it again - TechPilot takes care of it. 3) Integrating data and 'knowledge in heads' across the organisation into one scalable system. TechPilot has transformed the way we communicate with customers and within the organisation. It's a combination of technology, implementation and digital transformation. With the platform, Costrum delivers AI Operator training and certification - it speeds up the transition to other teams. I'm asked by other teams for TechPilot as they can see it in action in Customer Success.
Ready to Transform Your Team's Performance?
See how our platform can deliver similar results for your organization