AFAS Software transforms customer contact
Watermelon helps AFAS Software achieve its mission: making work more enjoyable with smart business software.
AFAS Software, one of the largest business software providers in the Netherlands, uses Watermelon to optimize customer interaction and save valuable time. With AI Agents, they now answer questions instantly, improve the service experience, and free up valuable hours for their team.
The challenge
AFAS Software received hundreds of customer and prospect inquiries every day. Most came in via email and phone, putting heavy pressure on available capacity. Customers often had to wait for a response, while employees spent a large part of their time handling repetitive questions. The challenge was clear: how can AFAS help customers faster and more easily, without increasing internal workload?
The solution
With Watermelon, AFAS quickly built several AI Agents available 24/7 via their website and other channels. Customers can easily ask questions and get instant answers—whether it’s about the AFAS Theater, Small Business, or Careers at AFAS. Each AI Agent is domain-specific, yet all conversations are centralized within Watermelon. This gives employees a clear overview and ensures personalized, reliable responses.
Mohamed Badaoui, sales trainee at AFAS, emphasizes: “With the AI Agent, we’ve created an extra communication channel where customers are helped quickly and effectively. Before, everything went through phone and email; now customers get an immediate answer.”
“At Team Commerce, we’ve managed to save a huge amount of time!“
The results
The numbers speak for themselves: today, 90% of customer inquiries are automated. The AI Agents handle more than 400 conversations each month, many of them outside office hours. Customers always receive an answer without waiting for an employee. This has boosted customer satisfaction and strengthened trust in AFAS as a reliable partner.
90%
Automated
400
Conversations per month
24/7
Available
Watermelon as a partner
For AFAS, working with Watermelon meant more than just technology. Thanks to smooth onboarding and clear guidance, the AI Agents were quickly up and running. The AFAS team now enjoys not only the efficiency of automation but also the flexibility to manage multiple domains from one platform.
The AI Agents also continue to evolve alongside the organization. New features like Watermelon Actions make it possible to further automate processes and provide even more personalized customer support.
Conclusion
Watermelon’s AI Agents have transformed customer interaction at AFAS Software. Customers receive faster and better answers, employees save time, and the organization can fulfill its mission of making work more enjoyable with smart business software. “The AI Agent has made work more fun. We no longer get the same repetitive questions and calls. At AFAS, we’re thrilled with automation.”