Securex

The digital bottleneck: 2.3 million emails and 1,700 manual rules

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 With 2.3 million emails pouring in every year, the company relied on an outdated system of over 1,700 hard-coded rules to route messages.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 led to process delays, extended response times, and impacted SLA performance. “Email handling was consuming too much of our resources,” said Christophe Lapeau, Product Owner Salesforce at Securex. “The manual dispatching process presented operational challenges that affected their ability to maintain optimal service standards. With email volumes on the rise, Securex saw an opportunity to improve their workflow efficiency.

Enter Tekst: AI-powered efficiency at scale

Tekst partnered with Securex to transform their 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.”

Delivering results for employees and customers alike

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.

Looking ahead: The Securex-Tekst partnership

Currently, Tekst is live with several departments, with plans to roll out company-wide by Q3 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 made significant progress toward enhanced efficiency and customer focus.

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