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Heureka cut payment investigations from 15–30 minutes to minutes.

Minutes

per payment investigation, down from 15–30 minutes across three systems

3

markets on the platform: HU, BG, RO

€10–20K

support capacity returned per year, modelled

Operating problem

For Heureka's regional Customer Success team, serving the Hungarian, Bulgarian, and Romanian markets, that meant clearing shared inboxes of spam and recurring system notifications before customer emails were even visible, chasing payment details across three separate systems whenever a customer or finance asked, and maintaining the weekly duty rota against who was actually on holiday.

In a marketplace business, slow support is how merchant relationships, and their commission revenue, quietly die.

Before

  • Inboxes cleared manually every day, per inbox
  • Payment lookups took 15–30 minutes across three systems
  • The weekly duty rota was maintained manually against holiday lists
  • Support agents did the back-office work themselves

After Duvo

  • Inboxes triaged automatically every day and quality-scored, so the morning queue contains customers only
  • Payment investigations answered in minutes on request, the full picture assembled automatically
  • The duty roster publishes itself from live HR data and is re-verified every morning
  • Agents validate outcomes and handle exceptions

Duvo has been an amazing partner in this journey so far. We are glad to partner with Duvo on our AI transformation and it's really exciting to see how quickly it spreads across the company and adds value.

Jan Knettig

Product Leader, Heureka

The workflow from signal to outcome.

01

Triages the inboxes

Every day Duvo cleans the shared support inboxes: defined junk removed, recurring system messages filed, customer emails left untouched and visible. Every run is quality-scored.

02

Answers payment questions on request

When a customer or finance asks, Duvo assembles the full payment picture from all the systems involved and returns it in minutes, in the channel where the question was asked.

03

Publishes the duty roster

The weekly roster builds itself from live absence data and re-checks itself every morning.

04

Reports and escalates

A monthly report keeps the substitution load visibly fair. The team validates outcomes and handles exceptions.

Evidence status

Measured result with modelled impact

Daily inbox triage, payment investigations moving from 15–30 minutes across three systems to minutes on request, the self-building duty roster, and the hundreds of automated back-office runs a month are customer-approved operating claims. The €10–20K/yr of support capacity returned and the €5–15K/yr of merchant revenue protected are modelled: a handful of at-risk merchant relationships retained each year through faster, cleaner service.

Systems involved

Shared support inboxes, Three payment systems, HR absence data, The team's support channels

Control points

  • Recurring system messages are filed, never deleted, junk rules are explicit, customer emails are left untouched, and every inbox run is quality-scored.
  • Duty coverage is re-verified every morning against live absence data, and a monthly report keeps the substitution load visibly fair.

The €10–20K/yr of support capacity returned and the €5–15K/yr of merchant revenue protected are modelled, the latter as a handful of at-risk merchant relationships retained each year through faster, cleaner service.

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