As a supplier of industrial fasteners, Fabory interacts with hundreds of customers daily. Quote requests, order inquiries, returns, and product availability questions come in through various channels. The service team ensures fast and accurate follow-up—but the pressure was mounting.

Many customer questions were repetitive but still time-consuming. Information had to be manually retrieved from multiple systems.

Fabory sought a smarter way of working and found the right partner in Acorel to make AI part of their customer-focused service processes.

The Power of AI in Customer Interaction

Instead of automating all customer questions at once, Fabory deliberately chose to focus on optimizing the quote process. Quote requests often contain recurring information: item codes, quantities, availability, and pricing. An ideal domain for artificial intelligence.

“We simply receive a lot of customer questions every day, many of which are repetitive. And yet, someone had to look at them every time.”

The solution, based on OpenAI technology and fully integrated into SAP Service Cloud and SAP ERP, automatically recognizes incoming quote requests. The system then retrieves the correct information in real-time and, where possible, generates a complete response—without human intervention.

“What we’ve done is add AI to the ticket processing workflow. So AI reads along with us, tries to understand what it’s seeing, and responds when it can.”

Is the request too complex or insufficiently structured? Then it's immediately forwarded to a human agent, along with the context—and used as feedback for the AI model.

“AI initially tries to make a suggestion. If it thinks, ‘I'm not sure,’ it leaves it up to us.”

Smart Technology, Seamlessly Integrated

The solution runs entirely within Fabory’s SAP ecosystem and includes:

•  SAP Integration Suite for secure connections between systems
• Real-time data from SAP ERP for accurate product and customer information
• Customized workflows in SAP Service Cloud for AI processing
• OpenAI language models for natural language understanding and response generation

Acorel guided Fabory through the entire journey: from architecture to go-live, from testing to training employees.

“We started small, deliberately chose a test group so we could learn. And it worked. You could see the confidence grow.”

 

Within five weeks, the system was live and operational.

“We were in production in just five weeks. That’s pretty fast, especially considering how many systems were involved.”

The Impact: Faster, More Consistent, More Customer-Focused

The use of AI has structurally improved Fabory’s quote handling:

• Faster response times, even during peak periods
• Less manual work, fewer system switches
• Consistent communication to customers

• More room for complex or consultative customer questions

   

“The best part is: we don’t need more people. We’re using our people more effectively. They now have more room to be truly customer-focused.”

The Next Step: AI as a Strategic Tool

Fabory sees AI implementation as a growth path. After the quote process, other customer questions, internal service support, or automated knowledge sharing may follow. By starting small and delivering tangible value, support and trust naturally emerge.

“This is just the beginning. We’re learning a lot, and we want to continue. For example, by applying AI in other processes too.”

Want to Transform Your Service Organization with AI?

At Acorel, we help organizations like Fabory to apply AI practically and effectively within SAP CX. Not as a goal in itself, but as a means to improve customer experience, efficiency, and employee satisfaction