FCLG cuts repetitive work with AI

Summary

FCLG Company Vehicles handles approximately 35,000 tickets per year. Freshdesk Omni's Email AI Agent now answers 88% of incoming queries it's set up to handle, with a quarter fully resolved without any agent involvement. "The biggest win has been speed," says Charlene Norman, Operations Manager at FCLG, "being able to respond outside of business hours when our agents aren't logged on.”

The Company

FCLG has provided fleet management, accident management, and business support services to automotive manufacturers, insurers, and vehicle fleet operators since 1987. Its managed service team supports one manufacturer partner with around 70 to 80 staff across 11 departments using Freshdesk.

The Challenge

FCLG's Company Vehicles Management (CVM) team handles around 35,000 tickets a year on behalf of one of its manufacturer partners,  everything from vehicle scheme orders and collection appointments to accident and damage queries, discount eligibility checks, and order status updates. A large share of these were repetitive or lacked the information agents needed to act, resulting in extra back-and-forth before a ticket could be closed and less time for agents to spend on more complex cases.

That volume mattered even more in the moments it couldn't wait. When a customer had been in an accident, or their vehicle had been damaged, they needed reassurance and clear next steps. But if that ticket landed with CVM on a Friday evening, the earliest a human agent could see it and redirect them to FCLG's claims team was Monday morning. Tailoring support to a department serving both elderly customers and current employees, while still freeing agents to focus on complex, escalated cases, was the real challenge.

The Solution

Freshdesk Omni had already been proven at FCLG before AI entered the picture. Once launched for the on-site FCLG teams, the client, having seen it in action, asked for it to be rolled out across their other customer-facing areas too. From there, a sustained focus on eliminating complexity and speeding up service led FCLG to explore Freddy AI and its Email AI Agent to raise the level of service it could offer the client. 

Rather than starting from scratch, the team built its knowledge base from a year of historical Freshdesk tickets, restructuring the raw export into clear, sectioned reference material by topic—insurance, maintenance, and more—instead of a rigid list of question-and-answer pairs. Department managers reviewed and corrected every section before go-live, and the team stress-tested it against old and hypothetical questions before turning it on.

Since the success of the launch in the CVM department and because FCLG's 11 departments handle entirely different questions, workflows, and client bases, the rollout has been deliberately department-by-department rather than a single company-wide launch: four specific email queues in CVM first, then the Dealer Assistance Center's privilege inquiries, with a third department's knowledge base in progress. Freshworks solutions, using AWS hosted cloud infrastructure, provide a strong and scalable foundation for end-to-end operations.

Impact

Of the tickets it can handle, the Email AI Agent now attempts an answer 88% of the time, with 85% of those answers correct. Of the tickets it answers, the Email AI Agent fully resolves one in four without any agent involvement. The biggest shift has been speed: customers receive responses to repetitive questions in seconds, freeing the agents to respond faster to the cases that need the human touch. In addition, customers emailing about an accident or vehicle damage outside business hours get an immediate redirect from the Email AI Agent with what they need.  This includes contact details for FCLG's claims team for first line/essential help and the information needed to get their vehicle into a repair provider such as Kwik-Fit or Autoglass,  so they can act straightaway instead of waiting.

"The Email AI Agent has really allowed us to increase our level of customer service," says Charlene. "Across the queries it's set up to handle, it now answers 88% of what comes through, with 85% of those answers correct, and about a quarter fully resolved with no agent involvement at all. But the biggest win has been speed, being able to respond outside of business hours when our agents aren't logged on. That matters enormously when someone needs reassurance and guidance on next steps. For us, customer service is king, and this has been a real step up in how quickly we deliver it." As Charlene puts it, the Email AI Agent takes on "the quick work," giving her team space "to do the really good customer service bit, the bit that only they can do."