Software companies often grow faster than their support structure. This was also the case for BAKA Glass Software. The platform is used daily by glass companies for calculation, production, logistics, planning and administration. As the number of customers grew, the volume of support requests increased significantly.
To manage this flow, BAKA Glass worked with Intercom for years, a globally recognized and modern support platform. A logical choice on paper. In practice, however, it proved insufficient. The complexity of specialized ERP software like BAKA Glass requires a fundamentally different type of support environment than standard support tools can offer.
That is why Flowix developed a completely new AI-driven support system, specifically designed for complex software platforms. This case shows:
- Why the existing system fell short
- What structural problems arose
- How Flowix redesigned the support model
- And why the result works significantly better for both customers and support teams
The problem: why the existing support system no longer worked
1. Support requests became fragmented
Despite using Intercom, requests came in through multiple channels: chat, email, phone, loose messages and direct contacts with employees. This created a structural problem. Tickets were often incomplete, lacked context and were difficult to prioritize. Support staff regularly had to figure out what had happened before they could solve a problem. This cost unnecessary time.
2. The support system had no knowledge of the software
Standard support platforms are designed for general communication. But BAKA Glass is specialized ERP software with complex processes such as:
- Glass calculations
- Production flows
- Cutting optimization
- Order logic
- Machine integrations
When a customer asked a question, the system had no understanding of this software context. Employees had to analyze manually, customers had to provide additional explanations and tickets went back and forth multiple times. This made support slower than necessary.
3. Repetitive questions kept coming back
Many questions were about the same things: how a feature works, where settings are located, how workflows are executed. The same questions kept coming back again and again. The existing system had no way to automatically reuse this knowledge and present it directly to customers. Support therefore remained largely manual work.
4. Bugs were identified too late
When multiple customers reported the same bug, tickets came in separately. Support had to analyze manually and developers only discovered later that it was a structural problem. This delayed analysis, prioritization and resolution.
5. The user experience was outdated
Both customers and employees faced the same frustrations: information was hard to find, tickets were scattered and answers were not centrally stored. BAKA Glass needed a system that would be smarter, faster, clearer and more scalable.
The choice: a completely new support model
Instead of further optimizing the existing system, a strategic decision was made: the support model had to be redesigned. Together with Flowix, a system was developed that combines three key principles:
- AI-driven support
- Full software context
- Maximum user-friendliness
The result is an intelligent support platform specifically developed for complex software environments.
The solution: the Flowix AI support platform
The system consists of four key components.
1. An AI support agent that provides instant answers
The first layer of the system is an intelligent AI support agent. When a user asks a question, the AI analyzes the question, understands the software context and consults the knowledge base, tickets and documentation. Within seconds, the user receives an answer. This means a large portion of questions are resolved instantly without human intervention.
2. Smart ticket system that automatically groups problems
When a question cannot be resolved automatically, it becomes a ticket. The Flowix system automatically analyzes question type, urgency, recurrence and impact. Tickets with the same root cause are automatically merged. For example: 10 customers report the same bug. The system recognizes this as one problem and groups these reports. This provides immediate insight into priority, impact and scope of the problem.
3. AI assists support staff with problem diagnosis
When a ticket is picked up by an employee, AI assists with the analysis. The system examines user actions, software logic, previous incidents and configurations. The AI then suggests possible causes, such as configuration errors, incorrect product settings, synchronization issues or software bugs. This allows the employee to get to the core of the problem faster.
4. Video support directly in the software
A unique component of the system is the integration of support videos within the software itself. Every page within BAKA Glass contains a short tutorial video showing what the feature does, how it should be used and what steps are needed. The video automatically adapts to the user's language. This results in faster software learning, fewer support requests and higher user-friendliness.
Full transparency for customers
The Flowix platform gives customers complete transparency. In their own environment, customers can see:
- Open tickets
- Known bugs
- Planned fixes
- Feature requests
This means customers know exactly what the status is, when something will be resolved and whether other customers are experiencing the same problem. This prevents many follow-up questions.
Results of the new system
Since the implementation of Flowix, clear improvements are visible.
- Less support pressure: A large portion of questions are resolved instantly by the AI agent. Support teams can focus on more complex issues.
- Faster bug resolution: Through automatic clustering of tickets, bugs are identified and resolved faster.
- Better user experience: Through the combination of AI, clear tickets and video tutorials, customers understand the software faster.
- Valuable product insights: The system provides data on most frequently asked questions, recurring bugs and product improvements. These insights help BAKA Glass continuously improve the platform.
Why this model works better than traditional support tools
Traditional support tools like Intercom are designed for communication. Complex software platforms, however, need more: software context, intelligent analysis, integrated documentation and scalable AI support.
The system that Flowix developed for BAKA Glass combines all these elements in one environment. The result is a support model that works faster, is more scalable, causes less support pressure and offers a significantly better user experience.
For modern software companies, this is no longer an experiment. It is the new standard for support.