Key Insights: Built an NLP-powered system to automatically classify and register incoming customer emails, cutting response times from hours to minutes and reducing human error.

About the Client

Celistics is a US-based logistics company with operations across Latin America, specializing in serving the mobile telecommunications market. Fast, accurate customer service is essential to maintaining client satisfaction and meeting strict SLAs.

The Challenge

Celistics receives a high volume of customer inquiries by email, which must be classified and registered in real time for agents to process. Previously, this was done manually, consuming hours of staff time and creating bottlenecks that risked SLA breaches.

This is critical in logistics, where 80% of customers are more likely to stay with a business, and spend over 60% more, when they receive fast, convenient service.

Marvik’s Approach

We designed and implemented an automated classification and registration system to handle orders and complaints sent to account executives. The solution:

• Used a natural language processing engine to detect the intent of each email and classify it automatically.
  
  
• Extracted relevant information from messages and loaded it directly into the CRM.
  
  
• Integrated seamlessly with Google and Microsoft tools for streamlined adoption.
  

Built with Golang, React, AWS, and GSuite integration, the system replaced a slow, manual workflow with a fully automated process.

The Results & Impact

• Reduced email handling times from hours to minutes.
  
  
• Eliminated bottlenecks and minimized human error.
  
  
• Freed staff from repetitive classification tasks, allowing them to focus on higher-value customer interactions.
  

In an industry where the average customer service response time is 12 hours (survey of 1,000 companies), this automation gives Celistics a significant competitive advantage in speed and reliability.

Why This Matters

By combining NLP with smart integrations, we helped Celistics deliver faster, more consistent service, turning email overload into a streamlined, customer-first operation.