How Fatture in Cloud Automated 60% of Customer Support and Cut Costs by 83% with Customerly AI

‍About the Customer

Fatture in Cloud, a product of the TeamSystem Group, is one of Italy’s leading SaaS platforms for invoicing and accounting. Serving over 600,000 customers, including 30,000 accountants, the company has grown rapidly, with customer service playing a central role in user retention and product trust.

The Challenge: Scaling Support for Hundreds of Thousands

Fatture in Cloud operated with a small team of support agents, but was responsible for handling 30,000 to 60,000 monthly conversations. As the customer base scaled, support demands surged—particularly during tax season or product updates.

“In 2019, we had to add an outsourced team because the volume was just too much to handle,” explains Carola, Head of Customer Service. “But that external team cost us nearly €300,000 per year, and it wasn’t sustainable.”

The challenges were wide-ranging: repetitive low-value inquiries, technical issues such as API integrations, complex billing requests, and time-sensitive deadlines. Previous chatbot solutions lacked adaptability and couldn’t match customer expectations.

“We needed more than article lookups. We needed a real assistant that could evolve and support our customers with accuracy and empathy.”

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The Solution: Human-Grade AI at Scale

After testing various tools, Fatture in Cloud selected Customerly Aura, an AI solution designed to blend generative intelligence with structured knowledge and precise control.

Why they chose Customerly AI:

Trainable and flexible: Aura could be trained on the company’s knowledge base and improved continuously.

Integrated with operations: The AI was layered on top of the existing support infrastructure powered by Customerly (Shared Inboxes, chat, workflows).

Controlled complexity: The team could use the Chatflow Builder to create structured flows for edge cases and maintain full control over logic and escalation paths.

“Aura isn’t just fast. It understands context, adapts to edge cases, and improves constantly,” Carola explains. “That gave us confidence to put it in front of every customer.”

The Rollout Strategy: Measured, Collaborative, and Scalable

Fatture in Cloud adopted a step-by-step implementation plan:

1. Training Phase: Aura was trained using the Help Center and common ticket types.
2. Controlled Pilot: AI was deployed to a small cluster of users with limited chatflows.
3. Feedback Loop: Agents and AI trainers audited conversations daily to flag gaps.
4. Progressive Expansion: The team gradually rolled Aura out to the full user base of 600,000.
5. Dedicated AI Training Team: Two support agents now manage AI training, chatflow creation, and knowledge base improvements full time.

“We didn’t rush. We started small, proved the value internally, and then scaled. That approach helped reduce resistance both within the team and with management.”

The Results: Massive Impact Across KPIs

Since implementing Customerly AI, Fatture in Cloud has automated 46% of all support conversations, with an additional 46% initiated by AI and then handed off to human agents, meaning the AI is involved in over 90% of total interactions. The company reduced its AI error rate to just 2%, while bringing cost per conversation down from €6 with internal agents and €2 with outsourced teams to only €0.45—a cost reduction of over 90%. This shift enabled the removal of a €300,000/year outsourced team and unlocked 24/7 support coverage, allowing the company to handle spikes and after-hours inquiries without delay. At the same time, customer satisfaction increased, as response times dropped dramatically and customers began receiving instant, context-aware assistance.

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“Thanks to Customerly, we now support our customers 24/7—even outside working hours. It drastically reduced overnight backlogs and gave customers instant answers.”

Operations: Continuous Improvement and AI Management

Aura is not a plug-and-play tool—it’s a living system that requires monitoring and refinement. Fatture in Cloud embraced this reality.

• 2 agents are fully dedicated to Aura optimization.
• More than 100 chatflows have been built to guide AI behavior.
• Daily ticket audits help identify errors and fine-tune flows.
• The knowledge base is updated continuously based on new cases.

“It’s not just automation—it’s a discipline,” Carola notes. “We built a system where learning happens daily. That’s why we’ve kept the AI error rate at just 2%.”

Strategic Impact: Beyond Cost Savings

The shift to AI didn’t eliminate jobs—it elevated them. The internal team transitioned from repetitive Q&A to strategic roles.

“Thanks to AI, we reallocated internal resources. Now our agents focus on training, complex case resolution, and improving our overall support process.” The time and budget savings also unlocked new opportunities.

“We’re exploring paid premium support services, which could even become a new revenue stream.”

Conclusion: A New Standard in Scalable Customer Service

By implementing Customerly AI, Fatture in Cloud transitioned from reactive support to proactive, high-efficiency service—while cutting costs and raising customer satisfaction.

Customerly gave us more than just AI. It gave us the ability to scale without losing quality, to automate without sacrificing trust, and to reinvest in what matters most.

Carola

Success Manager at TeamSystem