How the Englputzeder Group handles 3,000+ tickets per month with armincx and automates over 40% of them

Written by: Johannes Mansbart CEO & Co-Founder, chatarmin.com

Published on: May 05, 2026

Last updated at: October 27, 2026

>3.000

Tickets per Month

>95%

Resolution Rate

>40%

Automation Rate

500+ Brands that no longer end up in the spam folder.

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Englputzeder Group × armincx

The Englputzeder Group is an Austrian family business. Founded 20 years ago as a carpentry shop, today one of the best-known names for terraces, fences, and outdoor solutions in the DACH region. Three brands under one roof: Englputzeder with regional installation service in Austria, myHarry as a DIY online brand with 85% Germany share, and SolarDiscount as the number one for affordable solar solutions in Austria.

Growth came fast. Too fast for the old structures. All customer requests ran through a single email inbox. No categorization, no overview, no system. Three brands, three product ranges, more tickets every day. Who was responsible for what: unclear. Whether a request had been answered: barely traceable.

The decision was clear: this had to change. The Englputzeder Group brought in armincx because it delivers exactly what three growing brands need. One inbox for everything. Structure. And an AI that takes over routine work so the team can focus on what really matters. Patrick Riedlmaier, Marketing Lead of the group, has accompanied the rollout from the very beginning.

"Without armincx, this would barely have been manageable. With the same structures as before and the growth we have today, I honestly don't know how we would have handled it."

Patrick Riedlmaier
Marketing Lead, Englputzeder

What Changed

From an overflowing email inbox without structure to a central inbox with AI automation, for three brands at the same time.

before armincx

with armincx

Just One Email Inbox for Everything

All requests, whether for Englputzeder, myHarry, or SolarDiscount, landed in the same inbox. No categorization, no assignment, no overview. With rising growth, the chaos grew daily.

No Ticketing System, No Numbers

How many requests come in? How long does a reply take? How many tickets does one person handle per day? No one could answer these questions. Without a system there is no data. Without data there is no way to improve.

High Barrier for Customers

Anyone with a question had to call or write an email. Both take effort, especially for a quick follow-up on an ongoing terrace project or an order status.

Blind Spot: What Customers Actually Want

Which questions come up again and again? Where does the buying process stall? What information is missing from the website? Without a system, there were no answers. Every request disappeared into the inbox without anyone being able to see the bigger picture.

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"With the AI we automatically filter which questions and objections keep coming up. That saves us time, which we use directly to improve our website and avoid those questions in the first place."

Patrick Riedlmaier
Marketing Lead

How did the Englputzeder Group set up armincx?

The start was deliberately structured. Before armincx went live, the team did its homework internally: defined responsibilities, clarified processes, built team structures. A good tool delivers nothing if the structures behind it are off. Only once those were in place did things start. And then it moved fast.

Step 1: Connect Channels

Email, WhatsApp, and social media channels for all three brands were unified in armincx. Shopify and Odoo were integrated so the AI can access real-time data for order requests. For the first time, the team had a single place for all requests. Regardless of brand, regardless of channel.

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Step 2: Train the AI

The AI was trained on product data, policies, and frequent questions across all three brands. Clear escalation rules were defined: standard requests like order status and delivery times are answered by the AI automatically. Complex or individual requests, for example about an ongoing installation project, go directly to a human agent.

Step 3: Build Workflows

With its workflows, the Englputzeder Group covers the most common request types. The most important active flows: WISMO (Where is my order), CSAT Survey, and automatic tagging. Further workflows are in development and are being activated step by step.

"The team is there for us with advice and help in every form. Around the clock, supporting us."

Patrick Riedlmaier
Marketing Lead

The Strategy Behind It

Draft Reply for Complex Requests

Draft Reply for Complex Requests

Not every request at the Englputzeder Group is a standard case. Someone buying a terrace for several thousand euros sometimes has individual questions about the project, installation, or custom solutions. For these cases, the AI creates a ready-made reply suggestion. The agent reviews, adjusts if needed, and sends with one click. Quality stays high, response time stays short.

Intelligent Ticket Routing

Intelligent Ticket Routing

Three brands, different teams, different topics. ArminCX automatically categorizes every incoming request and routes it to the right brand, the right team, and the right agent. No manual assignment. Automatic tagging produces clean reporting. The team sees instantly which questions come up again and again and where action is needed.

AI as a Website Optimization Tool

AI as a Website Optimization Tool

The AI automatically filters which questions customers keep asking. What information is missing from the website? Where is a process unclear? The team uses these insights to improve their own pages, with the goal of not getting those tickets in the first place.

Shopify & Odoo Directly Integrated

Shopify & Odoo Directly Integrated

Both core systems of the Englputzeder Group are directly integrated with ArminCX. The AI accesses order data, fulfillment status, and tracking information in real time and passes it to customers without human intervention. No manual lookup, no delay.

Integrations in Use

ArminCX connects directly to the tools the Englputzeder Group uses every day. Order data, customer feedback, marketing flows. Everything flows into the inbox.

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Shopify

Order status, tracking, and fulfillment data directly in ArminCX. The AI accesses the Shopify shop in real time and answers WISMO requests automatically, no manual lookup.

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Odoo

Refunds, cancellations, order lookups. ArminCX is directly connected to Odoo. No switching between systems, no delay. Everything happens where the request comes in.

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eTrusted

After every closed support case, ArminCX can automatically trigger a review request via eTrusted. Customer feedback is systematically collected, without extra effort for the team.

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Klaviyo

Support data flows directly into Klaviyo. Contacts are synced, follow-up flows triggered automatically. What happens in support becomes a lever for smarter marketing.

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"You can clearly see it in our numbers. In handling tickets, we have become much more structured, much more precise, also when it comes to reporting."

Patrick Riedlmaier
Marketing Lead

The Results

The numbers from January to May 2026 with ArminCX.

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Tickets per Month

Tickets per Month

From an overflowing email inbox without structure to over 15,000 tickets processed in 5 months. Across all three brands, across all channels, with full overview. And that during peak season for outdoor products, where volume grows daily.

Resolution Rate

Resolution Rate

14,267 of 15,048 tickets resolved. The team closes nearly every request successfully because the structure is right: right routing, clear responsibilities, AI for the routine.

Automation Rate

Automation Rate

Over 40% of tickets are processed or prepared without manual intervention. The team focuses on the cases where real expertise and empathy count. The rest runs automatically.

Your Support. On Autopilot.

ArminCX handles the routine so your team can focus on what really matters.

Relieve the Team, Don't Replace It

The AI handles the routine. Order status, tracking, returns, invoices, fully automated. Your team has capacity for the cases where judgment and empathy matter.

Respond Instantly, Around the Clock

Customers get an answer in seconds, not hours. Even at night, on weekends, after a launch. The AI doesn't sleep, your team gets to again.

Continuous AI Training

The AI gets better through agent feedback. What it gets wrong is corrected. What it gets right is reinforced. The automation rate rises over time, not the other way around.

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"The onboarding process was fast and uncomplicated. And once our internal structures were clear, everything ran smoothly. Our wishes and use cases were always heard."

Patrick Riedlmaier
Marketing Lead

From Zero to Live in Just a Few Weeks

The Englputzeder Group deliberately invested time in internal preparation: defined structures, clarified responsibilities, set up processes. Once that was in place, onboarding was fast and uncomplicated. The ArminCX team responded to the individual use cases of all three brands from day one.

1

Phase 1

Internal Preparation

Responsibilities, processes, team structures defined

2

Phase 2

Channels & Systems Connected

Email, WhatsApp, Social, Shopify, Odoo integrated

3

Phase 3

AI Training & Escalation Rules

AI trained, escalation rules per brand defined

4

Phase 4

Workflows Live

WISMO, CSAT and auto-tagging active

Ongoing

Optimize & Scale

New workflows, ongoing AI training, rising automation

All Case Studies

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Frequently Asked Questions

Everything you want to know about how the Englputzeder Group uses ArminCX.

With armincx, the Englputzeder Group handles over 3,000 tickets per month and automates over 40% of them. Since the start of 2026, 14,267 of 15,048 tickets were resolved, a 95% resolution rate. The first reply comes after around one hour on average.

The Englputzeder Group felt it across three brands. All requests ran through one shared email inbox, with no categories and no overview of whether a request had been answered. With armincx, support is structured today. Marketing Lead Patrick Riedlmaier says the team works far more structured and precise, including reporting.

Email, WhatsApp and social media for all three brands come together in armincx. Englputzeder, myHarry and SolarDiscount share one inbox, and every request is assigned to the right brand. The AI draws on real-time data from Shopify and Odoo.

Clear escalation rules separate routine from individual cases. The AI answers order status and delivery times automatically. Requests about an ongoing installation project go straight to a team member or are prepared as a draft reply. That keeps the resolution rate at 95%, even for high-consideration products.

In armincx case studies, rates range from 40 to 45% when shop and shipping data are connected. The Englputzeder Group automates over 40% of more than 3,000 monthly tickets, Zelesta over 45%. Order status, delivery times and standard questions get automated first. High-consideration cases stay with the team.

Yes, the Englputzeder Group shows it with over 40% automation across more than 3,000 tickets a month. The AI handles recurring questions about orders and delivery, giving the team time for the advice that really matters on installation projects.

armincx automatically identifies which questions and objections come up again and again. The Englputzeder Group uses these insights to improve product pages and processes. Patrick Riedlmaier says it saves time the team puts straight into improving the website so those questions stop coming in.

Responsibilities, processes and team structures should be in place before launch. The Englputzeder Group sorted exactly that out internally first. After that, things moved fast: all three brands were live within a few weeks, and WhatsApp ran almost immediately. Patrick Riedlmaier calls onboarding fast and straightforward.

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Over 450 e-commerce brands use Chatarmin. With armincx you automate your customer service and give your team the structure it needs.

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