Bosch Power Tools – SAP Innovation Awards 2025
Winner in the Customer Experience category: Routing delays and high IT costs plagued Bosch Power Tools. Integrating GenAI and co-innovating with SAP streamlined routing, enhanced UI/UX, and reduced manual efforts, saving time and costs, while boosting accuracy and agility. - 5394 Télécharger le documentPUBLIC
Entry Pitch Deck
Bosch Power Tools
Florian Haustein and Marcel LeCompte
Consumer Products
Shaping Future: Bosch Power Tools optimizes
over 1 Million Support Tickets annually with Joule AI
Entry Pitch Deck
Bosch Power Tools
Florian Haustein and Marcel LeCompte
Consumer Products
Shaping Future: Bosch Power Tools optimizes
over 1 Million Support Tickets annually with Joule AI
COMPANY NAME:
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company information
2
Robert Bosch Power Tools GmbH
HQ Leinfelden-Echterdingen,
Germany; 21 Manufacturing sites
Consumer Products
5.3 b€ in Sales (2023)
https://www.bosch-pt.com/ww/en/
18,700
Our Roots & Mission
As a division of the Bosch Group, we are a leading global supplier of power tools,
garden tools, power tool accessories, and measuring technology. With renowned
brands such as Bosch and Dremel, we are committed to innovation, quality, and
reliability, bringing technical progress and customer proximity to life.
Our extensive product range equips both professional users and DIY enthusiasts
with the tools they need to successfully complete their projects—whether on
construction sites or in their own homes.
By maintaining a long-standing, co-innovative partnership with SAP, we
continuously enhance and streamline our business processes, ensuring operational
excellence and a seamless customer experience.
Bosch Power Tools Brands
PUBLIC
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company information
2
Robert Bosch Power Tools GmbH
HQ Leinfelden-Echterdingen,
Germany; 21 Manufacturing sites
Consumer Products
5.3 b€ in Sales (2023)
https://www.bosch-pt.com/ww/en/
18,700
Our Roots & Mission
As a division of the Bosch Group, we are a leading global supplier of power tools,
garden tools, power tool accessories, and measuring technology. With renowned
brands such as Bosch and Dremel, we are committed to innovation, quality, and
reliability, bringing technical progress and customer proximity to life.
Our extensive product range equips both professional users and DIY enthusiasts
with the tools they need to successfully complete their projects—whether on
construction sites or in their own homes.
By maintaining a long-standing, co-innovative partnership with SAP, we
continuously enhance and streamline our business processes, ensuring operational
excellence and a seamless customer experience.
Bosch Power Tools Brands
PUBLIC
CHALLENGE: SOLUTION: OUTCOME:
Service Ticket handling powered by AI Agents
3
E-mail tickets annually
at Customer Service Centers
to be classified by GenAI routing
annually expected time saving per contact
center
Man-days in savings
of IT efforts each year
>1.5M
Bosch Power Tools (PT)
2,500h ~80
Routing Conflicts and Delays. Our business team identified
significant routing conflicts while managing over 1.5 million
annual email service tickets through SAP Service Cloud. These
conflicts led to substantial delays in customer response times,
impacting service efficiency.
Challenges with Workflow Rules. The reliance on complex,
static workflow rules posed significant challenges, resulting in
high IT maintenance costs and prolonged change lead times.
Additionally, system performance deteriorated. Up to 40% of
tickets were misrouted, requiring manual intervention.
UI/UX Enhancements. We aimed to enhance the overall
experience for our service contact center agents. By improving
usability and workflow design, we not only increased agent
efficiency but also reduced workload strain, leading to a more
intuitive and productive working environment.
Integration of GenAI in SAP Solutions. We have enhanced
our SAP Sales and Service Cloud by integrating GenAI
capabilities through the innovative SAP CX AI Toolkit add-on,
driving automation and efficiency.
Co-Innovation Initiative. In co-innovation with SAP Preferred
Success and Product teams, we developed a Joule agent to
address ticket routing challenges. The result: Evolution of AI
Case Classification into a fully market-ready feature.
Streamlined Ticket Routing. We replaced complex and
conflicting static workflow rules with intuitive, natural language
prompts, enabling seamless and more accurate ticket routing.
Empowering Call Center Agents. To enhance agent
efficiency, we introduced an integrated solution combining an
intelligent knowledge base with the digital Joule assistant,
equipped with AI-driven shortcuts.
Enhanced customer and end-user satisfaction through faster
resolutions, creating a more responsive service environment.
Boosted classification accuracy by 35%, significantly reducing
the need for manual dispatch & optimizing workflow processes.
Achieved remarkable annual savings in IT maintenance costs
and saved thousands of hours in manual efforts at service
centers.
Streamlining system changes from weeks to minutes, now
offered as a business user self-service, promoting agility.
Perfect fit for our corporate business AI strategy, ensuring
alignment with long-term organizational goals.
Transformed CRM into a modern, scalable AI-driven
foundation with promising potential for sales users, too.
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Service Ticket handling powered by AI Agents
3
E-mail tickets annually
at Customer Service Centers
to be classified by GenAI routing
annually expected time saving per contact
center
Man-days in savings
of IT efforts each year
>1.5M
Bosch Power Tools (PT)
2,500h ~80
Routing Conflicts and Delays. Our business team identified
significant routing conflicts while managing over 1.5 million
annual email service tickets through SAP Service Cloud. These
conflicts led to substantial delays in customer response times,
impacting service efficiency.
Challenges with Workflow Rules. The reliance on complex,
static workflow rules posed significant challenges, resulting in
high IT maintenance costs and prolonged change lead times.
Additionally, system performance deteriorated. Up to 40% of
tickets were misrouted, requiring manual intervention.
UI/UX Enhancements. We aimed to enhance the overall
experience for our service contact center agents. By improving
usability and workflow design, we not only increased agent
efficiency but also reduced workload strain, leading to a more
intuitive and productive working environment.
Integration of GenAI in SAP Solutions. We have enhanced
our SAP Sales and Service Cloud by integrating GenAI
capabilities through the innovative SAP CX AI Toolkit add-on,
driving automation and efficiency.
Co-Innovation Initiative. In co-innovation with SAP Preferred
Success and Product teams, we developed a Joule agent to
address ticket routing challenges. The result: Evolution of AI
Case Classification into a fully market-ready feature.
Streamlined Ticket Routing. We replaced complex and
conflicting static workflow rules with intuitive, natural language
prompts, enabling seamless and more accurate ticket routing.
Empowering Call Center Agents. To enhance agent
efficiency, we introduced an integrated solution combining an
intelligent knowledge base with the digital Joule assistant,
equipped with AI-driven shortcuts.
Enhanced customer and end-user satisfaction through faster
resolutions, creating a more responsive service environment.
Boosted classification accuracy by 35%, significantly reducing
the need for manual dispatch & optimizing workflow processes.
Achieved remarkable annual savings in IT maintenance costs
and saved thousands of hours in manual efforts at service
centers.
Streamlining system changes from weeks to minutes, now
offered as a business user self-service, promoting agility.
Perfect fit for our corporate business AI strategy, ensuring
alignment with long-term organizational goals.
Transformed CRM into a modern, scalable AI-driven
foundation with promising potential for sales users, too.
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