Dossche Mills

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About

Dossche Mills is a Belgian, family-owned flour milling company founded in 1875, and one of the largest wheat mills in Europe. Alongside flour, it produces and supplies a broad range of bakery ingredients, managing high volumes of daily order-related emails across its EMEA customer service mailboxes.

Challenge

Dossche Mills processed a high volume of orders each year, with each order taking a significant amount of time to handle manually. Orders and requests came in across multiple, multilingual shared inboxes spanning several European countries, and had to be triaged across several different systems, including Outlook, SAP, SharePoint, and other siloed tools. Manual sorting, routing, and prioritization slowed down response times and increased the administrative workload, a challenge that grew heavier as experienced employees departed without replacement.

Solution

Tekst combined Process Intelligence with Agentic Automation to bring structure and speed to Dossche Mills' order and customer service operations. On the process intelligence side, Tekst analyzes traffic across all EMEA mailboxes, automatically identifying the responsible customer service agent and the email category for each message. This turns an unstructured inbox into a categorized overview, with emails labeled by type. Including urgent orders, complaints, quality issues, billing, and spam.

On top of this, Tekst's agentic automation routes emails to the correct customer service agent or department, automates order management directly in SAP with smart case prioritization based on date and urgency, automates complaint handling to optimize triage across IT systems, and generates draft responses. The solution is integrated with SAP, Outlook, and SharePoint, among other systems.

Result

With Tekst in place, Dossche Mills has achieved high accuracy on email classification for actionable automation, maintained its order volume with a reduced workforce, and meaningfully cut order processing time per case. This has given Dossche Mills unified visibility across all its EMEA customer service operations, reduced manual order entry time through SAP automation, and optimized complaint routing across multiple IT systems; supporting the company's broader ambition to scale toward direct B2B.

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