Vandemoortele

About

Vandemoortele is a European producer of bakery products and plant-based foods, serving customers across multiple countries and regions.

Challenge

Vandemoortele's teams received a high volume of incoming emails across regions, which needed to be turned into the right tickets and cases. Tickets weren't always created correctly, contacts weren't always matched to the right customer, and there was no standardized way of identifying clutter and internal mail versus genuine customer requests.

Solution

Tekst implemented Agent Desktop for Vandemoortele and put a guardrail in place to prevent outdated tickets from being created. Tekst also introduced AI-driven email classification, categorizing incoming emails as orders, service requests, or clutter, and reached 90% accuracy in testing. This clutter identification and general classification was implemented within Outlook and Seaforest, with the model standardized across all regions so every region works with the same categorization logic.

On the ticket creation side, Tekst resolved issues with the ticket creation flow, including how internal mails and mails referencing existing tickets are handled, fixed incorrect contact assignment caused by fuzzy search, and resolved forwarding issues from personal to shared mailboxes. Tekst also set up the “case file” functionality for Belgium and the UK, and built dashboards that give Vandemoortele visibility into how emails are classified and how that compares to manual changes, as well as feedback on the model's performance across regions.

Result

With Agent Desktop live and email classification standardized across regions, Vandemoortele has more consistent, accurate ticket creation and clearer separation between genuine customer requests and clutter. Supported by dashboards that give the team ongoing visibility into performance across its markets.

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