Trafipark & Axendi: Scaling customer service and driving process automation

The partnership began with the handling of debt collection enquiries. As the collaboration evolved, the scope of services expanded to include more complex processes requiring broader operational expertise and advanced customer communication skills.

Today, Axendi supports Trafipark‘s customers in a demanding operational environment characterised by highly variable contact volumes and the need to manage communication in complex and often stressful situations.

Project requirements

The project required building a team capable of communicating with customers in a professional, empathetic and compliant manner, including situations involving outstanding payments or formal administrative procedures.

Key project requirements also included:

• managing fluctuating call and message volumes,
• the ability to rapidly scale customer service operations,
• handling customer interactions across phone and email channels,
• maintaining consistently high service quality despite increasing workloads,
• readiness to provide multilingual customer support.

This version reads naturally for an international audience while preserving the meaning of the original. It also aligns well with the style typically used in enterprise customer success stories.

Scope of the partnership

Axendi is responsible for customer service processes related to customer enquiries, payments and the status of debt collection cases.

The scope of the partnership includes:

• handling customer interactions via phone and email,
• managing customer complaints,
• providing updates on case status,
• confirming payments,
• preparing and sharing case-related documentation,
• communicating with business partners and external organisations,
• supporting administrative and operational processes,
• assisting with cases requiring additional verification.

Automation and process optimisation

As part of the partnership, Axendi also implemented automation solutions to support customer communication and improve operational efficiency.

The solutions include:

• automated callback after the initial customer contact,
• automation of selected communication workflows,
• streamlined information flow across processes,
• standardisation of selected customer communication processes.

These automation initiatives improved communication efficiency, reduced response times and lowered the workload of the customer service team.

Quality assurance and operational development

Maintaining high service quality and continuously developing the team’s capabilities are key elements of the partnership.

Activities delivered as part of the project include:

• regular training sessions and knowledge assessments,
• on-the-job coaching and operational supervision,
• daily quality monitoring of customer interactions,
• call reviews and email correspondence analysis,
• continuous refinement of service standards for recurring processes,
• ongoing subject-matter support for customer advisors,
• continuous knowledge sharing across the team.

Results of the partnership (2024–2025)

The partnership enabled TrafiPark to successfully scale its customer service operations despite growing contact volumes and fluctuating operational demand.

Between July and October 2024, the number of handled calls increased by nearly 78%, while maintaining high operational efficiency and consistently strong service quality.

Throughout the project, Axendi maintained a high call answer rate, stable service quality and efficient email communication management.

At the same time, the average handling time (AHT) was reduced by nearly 40% through process optimisation, more effective customer communication and the team’s growing operational expertise.

Continuous process improvements, ongoing operational optimisation and the implementation of automation solutions further increased service efficiency while maintaining high customer service standards and communication quality.

The project also delivered strong results in email support. Since the end of 2024, the team has consistently achieved over 100% of its planned email handling capacity, while maintaining response times below the agreed operational targets.

Service quality has remained consistently above 90% since the beginning of the partnership, supported by continuous quality assurance activities, on-the-job coaching and ongoing skills development across the team.