In the fast-paced world of HR services, Securex faced a mounting challenge: managing 2.3 million emails annually with outdated manual processes that strained their teams and risked customer satisfaction. With Tekst’s AI-powered solution, Securex streamlined email routing, boosting efficiency, and empowering employees to focus on what matters most—delivering exceptional service. Here’s how they did it.
Managing customer communications at Securex wasn’t just a challenge—it was a monumental task. With 2.3 million emails pouring in every year, the company relied on an outdated system of over 1,700 hard-coded rules to route messages. The result? Only one-third of emails were directed to the correct teams automatically, leaving two-thirds to be manually dispatched. This created inefficiencies, slowed response times, and made meeting SLAs nearly impossible. “Our team was drowning in emails,” said Christophe Lapeau, IT Manager at Securex. “The complexity of manually dispatching messages added unnecessary stress and made it hard to maintain high service standards.” With an ever-growing email volume, Securex needed a solution to bring order to the chaos.
Tekst stepped in to revolutionize Securex’s email operations. Using AI, Tekst didn’t just route emails—it analyzed them in detail, adding metadata like language, urgency, and whether the message was a complaint. “We can now classify emails based on metadata, such as language or complaint status, and create specific ‘work buckets’ for teams,” Christophe explained. “This allowed us to completely rethink how we manage case types and subtypes, resulting in enormous efficiency gains.” During a test phase, Tekst’s model delivered remarkable results, improving routing accuracy from 50% to 90% in just weeks. “Our goal is to route 85% of emails to the right person instantly,” Christophe shared. “With Tekst, we’re confident we’ll reach it.”
The improvements were felt across the board. Employees saved time and reduced stress, while customer satisfaction soared as emails were handled faster and more accurately. “Employees especially appreciated the time savings,” Christophe noted. “And while we identified more complaints than before, this was actually a positive. It gave us the data we needed to address issues proactively and improve our service.” The newfound efficiency also freed Securex to think strategically. With Tekst’s AI providing insights, the company is exploring further uses, such as managing contact forms on its website and handling internal cases.
Currently, Tekst is live in one department, with plans to roll out company-wide by Q2 2025. The close collaboration between Tekst and Securex has been a key driver of success. “Tekst isn’t just a tool—it’s a partner,” Christophe said. “Their solutions-focused approach has been a game-changer. Looking forward, we’re excited about how Tekst can help us not only route emails faster but significantly reduce email volume overall.”
With Tekst, Securex has taken a giant leap toward a more efficient and customer-focused future.