Client case

How Koeman Flowerbulbs went from chaos to calm: Neople Kiki handles nearly 60% of all tickets automatically

Short-staffed in peak season, behind on tickets, Koeman Flowerbulbs brought in Neople Kiki. Kiki now resolves nearly 60% of tickets and makes real changes in their systems: she updates delivery addresses, cancels orders under €30 and replies to customer reviews. Georgina finally has her workload under control.

Company

Koeman Flowerbulbs

Employees

Industry

E-commerce

First results of working with Kiki

~60%

Of tickets handled fully automatically by Kiki

24/7

Support, with one part-time colleague

4 → 1

From a team of four to one part-timer plus Kiki

1 day

Response time, down from about 4 days before Kiki

Koeman Flowerbulbs sells flower bulbs online. Their year runs on two big peaks, spring and autumn. We spoke with Georgina Wessels-Taylor, Head of Customer Service, about how customer service went from a team of four to just her, and from drowning in tickets to working in a calm, structured way with Kiki as her digital colleague.

Georgina started out skeptical about AI. Today she enjoys her work again: "On a personal level, it's just been really great for me."

More tickets, fewer hands

Every spring and autumn, ticket volume at Koeman Flowerbulbs peaks, and it kept growing. The team couldn't keep up. Questions went unanswered, returns fell behind and the reviews showed it.

Hiring didn't fix it. Turnover was fast: each new agent had to be trained from scratch, and then left again, taking all that knowledge with them. Every round of onboarding cost time and money, while the backlog kept growing. "It was simply too much," Georgina says.

What Koeman really needed was a colleague they could train once: someone who would become part of the support team, work 24/7, and stay.

Why Koeman decided to hire a Neople

Owner Sieger had been hearing more and more about AI and wanted to give it a try. Georgina had her doubts, mainly about the customers: "I was afraid customers would be put off by AI."

Talking with the Neople team changed that. Koeman stayed in control of what Kiki does and how far she goes. "It turned out to be the opposite. You still have full control over what happens. You choose how far you let the Neople go."

Koeman has been a Neople customer from the start. Georgina likes how Neople keeps releasing new features and stays on top of AI innovation. "Every few months I'd hear: hey, now we can do this, do you want it too? I really liked that, trying new things together." One of those was letting Kiki change delivery addresses directly in Logic4. "Things like that just fit our business."

Getting Kiki up and running: step by step

When Koeman said yes to Kiki, the customer service inbox was a mess:

Too many unanswered questions
No overview
A backlog on returns

So they started small. Kiki first handled "where's my order?" and gave suggestions on orders. "I was afraid we'd be pushed to have Kiki handle everything, and that it would turn into one big mess. I was glad we could take baby steps together."

Once the tickets were organized, they expanded Kiki's role step by step, connected to Logic4 and PostNL.

Kiki also became the go-to for product advice, and it shows in the reviews.

"She answers fast and gives really thorough answers."
Georgina Wessels-Taylor, Head of Customer Service, Koeman Flowerbulbs

Kiki doesn't just answer, she acts

Today Kiki resolves nearly 60% of the incoming tickets. She answers questions, and she also makes changes directly in Koeman's order system, Logic4:

Address changes: Kiki updates the address in Logic4 herself.
Order cancellations: under €30, Kiki cancels the order herself. Above €30, she tells the customer the request is being reviewed, and Georgina decides, sometimes giving the customer a second chance.
Review management: Kiki replies to customer reviews on Trustpilot, including the positive ones that used to go unanswered.

"With order cancellations under €30, she can just cancel them. She has full authority there. What I like is that you can be really specific for every customer situation."

"The workload has got so much better that I simply enjoy my work more."

Georgina Wessels-Taylor

Head of Customer Service, Koeman Flowerbulbs

Beyond the inbox

Customers are comfortable with Kiki. Every message says it was written by AI, and anyone who asks for a human gets one. In three weeks, only two customers asked, out of hundreds of tickets.

"The number one feedback I see in reviews is: oh, I got an answer really quickly. Customers really seem to appreciate that."
Georgina Wessels-Taylor, Head of Customer Service, Koeman Flowerbulbs

Faster answers also mean fewer follow-up questions. Response time dropped from 3–5 working days before Kiki to 1–2 working days now. In peak season, Koeman used to get 300 to 400 tickets a day. Now it's at most 200, and sometimes just 100.

For owner Sieger, the cost side adds up too. Instead of training one short-term hire after another, Georgina has a colleague who is there 24/7, and who stays. "Kiki is available 24/7, never calls in sick and is never late."

The impact so far

Working with Kiki has changed more than response times at Koeman Flowerbulbs:

Nearly 60% of tickets resolved by Kiki
Response time down from 3–5 to 1–2 working days
Peak-season volume down from 300–400 to at most 200 tickets a day
Address changes and order cancellations under €30 done directly in Logic4
From a team of four and constant re-hiring to one part-timer plus Kiki
Faster answers, better reviews, and a workload that fits in working hours

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