# Babossa: Seven brands, five channels. One inbox.

> How Babossa replaced two ticketing systems and routes every request to the right expert with AI.

Source: https://chatarmin.com/en/case-studies/babossa-cx

## Published results

- Brands in one inbox: 7
- Channels unified: 5
- Ticketing system: 1

## The story

Babossa makes its key products in its own family-run factory in Germany. The range runs from a €3.99 seasoning to an outdoor kitchen for around €28,000, across 7 brands, around 70 employees and €25 to 30 million in annual revenue.

Babossa grows through acquisitions and centralizes functions after each one. Customer service was the exception: two teams worked in two ticketing systems, with requests arriving through 5 channels and around 10 email addresses.

## The challenge

Bring every brand and channel into one system, route long, specific advice requests to the right expert, and take routine work off the team.

## The approach. A playbook worth exploring.

### Connect channels, brands and Pickware

All 5 channels, from 10 email inboxes to Instagram, TikTok and the contact form, flow into one account. Every ticket is assigned to the right brand, and Pickware supplies invoices and product data.

### Train the AI on 7 brands

Brand websites, product data and grill guides form the knowledge base, plus Q&A pairs for common questions. Each brand gets its own tone of voice and escalation rules.

### Route by topic

The AI tags every message, such as grill consultation or complaints and spare parts. Each tag has its own view and routing rule, so the reply comes from someone who knows the topic.

### Automate the routine

Invoices, order status updates and loyalty point credits run through workflows. For high-value advice, the AI prepares a draft that the expert refines and sends.

## The results. In the customer’s context.

Babossa runs customer service for all 7 brands and 5 channels in one inbox, replacing two ticketing systems. Requests are clustered by topic and land directly with the right person.

> Our customers reach us on Instagram, TikTok, through the contact form or at one of about ten email addresses. With armincx, it all lands in one inbox.

Daniel Kiefer, Founder & CEO, Babossa

## Fits the stack. Connects the journey.

- Shopify
- Pickware
- DHL
- GoKarla
- Memberr
- Amazon Seller Central

[Hear the story. From the team behind it.](https://cdn.sanity.io/files/vmmgqf0p/production/24df0930ca5ce4379709b441242ed1c2f043a990.mp4#t=4)

Results are specific to each customer and campaign, not a guarantee of future performance.