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

>3.000

Tickets per Month

>95%

Resolution Rate

>40%

Automation Rate

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

Holy logo
Marc O'Polo logo
Vossen logo
Metro logo
Ahead logo
Biogena logo
Bauhaus logo
waterdrop logo
Book a Demo

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

WhatsApp Marketing

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.

Book a Demo

"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.

armincxbackend

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.

Shopify logo

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.

Odoo logo

Odoo

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

eTrusted logo

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.

Klaviyo logo

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.

see all integrations →

"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.

All Case Studies →
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.

Book a Demo

"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

Read More →
Wie Smilodox über 1.000.000 € Umsatz per WhatsApp generiert und den Chatarmin Revenue Award gewinnt

Wie Smilodox über 1.000.000 € Umsatz per WhatsApp generiert und den Chatarmin Revenue Award gewinnt

Wie Trendt Vision am Black Friday €358.100 WhatsApp-Umsatz bei 258,6x ROI erzielt

Wie Trendt Vision am Black Friday €358.100 WhatsApp-Umsatz bei 258,6x ROI erzielt

Wie snushero in 5 Monaten über €452.000 Umsatz per WhatsApp generiert hat

Wie snushero in 5 Monaten über €452.000 Umsatz per WhatsApp generiert hat

Frequently Asked Questions

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

The Englputzeder Group processes over 3,000 tickets per month across all three brands. Since the start of 2026, a total of over 15,000 tickets have been processed with a resolution rate of 95% (14,267 of 15,048 tickets successfully closed). The average first response time is around one hour, with an average of 3.8 messages per ticket.

Over 40% of incoming tickets are automatically processed or prepared without manual intervention. Automation focuses on recurring requests such as order status, delivery times, and standard product questions. Complex, project-related requests – for example about an ongoing terrace or fence installation – are either prepared as a draft reply or passed directly to a human agent.

The Englputzeder Group has integrated four systems directly into ArminCX: Shopify for real-time order data and automatic WISMO responses, Odoo (ERP/logistics) for refunds, cancellations, and order lookups, eTrusted for automatic review requests after support cases are closed, and Klaviyo for syncing support data into marketing flows.

Onboarding was fast and uncomplicated – the key was internal preparation. The group deliberately invested time in clarifying responsibilities, defining processes, and building team structures. Patrick Riedlmaier: 'Even the best tool delivers nothing if the structures behind it are off.' Once those were in place, ArminCX went live for all three brands within a few weeks, with WhatsApp up and running in no time.

ArminCX automatically filters which questions customers keep asking. The team uses these insights directly for website optimization, with the goal of eliminating frequent support questions through better product pages and clearer processes. Patrick Riedlmaier: 'That saves us so much time, which we can use to make our website better – so those questions don't come in at all anymore.' Without a ticketing system, this kind of structured feedback was simply not possible, as requests disappeared into the email inbox without any patterns becoming visible.

Scale your support with armincx

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

Book a Demo
Book a Demo