How Personio achieved their biggest-ever drop in human support contact rate during their busiest month
As one of Europe's leading HR software platforms, Personio supports 16,000 companies and 1.5 million employees. That scale translates into roughly 40,000 support conversations every month.
With Fin, Personio:
• launched ahead of their busiest month of the year
• resolves around 80% of all conversations automatically, which equals to ~30,000 resolutions every month
• reduced human support contact rates by 25–30% globally and by 40–50% in the small business segment
But what stood out beyond the automation was the visibility. Fin helped the team understand where customer experience was breaking down, uncover documentation gaps, identify product limitations driving support demand, and spot opportunities to improve internal processes.