How Trodo transformed customer service through AI-driven automation

To scale customer service globally, Trodo partnered with redk to build the foundations for AI-powered automation and operational excellence.

Objectives

As an international e-commerce business serving both B2C customers and professional automotive businesses, Trodo operates in a highly demanding environment where speed, accuracy, and service quality directly impact customer mobility.

To support its growth and customer-centric strategy, Trodo set out to create the foundations required to scale customer service through automation while preserving the human expertise needed for more complex cases.

1. Improve service speed and scalability

Handle growing volumes of customer enquiries more efficiently while maintaining consistent service quality across global markets.

2. Automate repetitive customer interactions

Identify and automate straightforward requests that could be resolved without human intervention.

3. Empower service teams

Free agents from repetitive work so they can focus on complex cases that require expertise, judgement, and deeper investigation.

4. Build an AI-ready operating model

Create the knowledge, governance, and data foundations required for successful AI adoption.

5. Strengthen customer-centric operations

Ensure customer feedback, operational processes, and service delivery remain aligned around customer needs.

Challenges & Solutions

Trodo recognised that implementing AI successfully required more than deploying technology. The organisation needed to establish strong operational foundations, clear objectives, and structured knowledge management before automation could deliver meaningful value.

Challenge

Solution

Desafio

The company operates in a complex environment servicing in multiple languages, multiple regions, multiple currencies and providing support for over 2 million product SKUs.
High volumes of customer requests created pressure on service teams and limited scalability.
A large proportion of requests were being resolved through a single response from agents.
Successful AI adoption required reliable and structured knowledge.
AI initiatives risked being driven by technology rather than business objectives.
Service teams spent considerable time reviewing lengthy ticket histories and drafting responses.
Complex automotive enquiries still required specialist expertise and human judgement.
Implementing AI driven solutions requires the organisation to change its operational model (people-process-technology), there is always major change to be managed in a transformation programme of this size.

Solución

AI-driven automation was introduced to handle repetitive and predictable customer enquiries automatically.

Trodo identified opportunities to automate these low-complexity interactions and redirect resources towards higher-value activities.
Significant effort was invested in curating documentation, maintaining knowledge bases, and ensuring information was accurate and accessible.
Trodo established clear goals, governance, and success criteria before expanding automation programmes.
AI-powered tools such as ticket summaries and response enhancement capabilities were introduced to improve productivity and consistency.
Trodo developed a model where automation handles routine requests while trained specialists focus on technically complex cases.

Key Results

Through its collaboration with redk and its investment in AI-enabled service operations, Trodo has built a scalable customer service model that combines automation with human expertise.

The result is a more efficient operation, improved employee experience, and greater capacity to deliver high-quality service across global markets.

1. Significant automation of customer requests

At least 40% of around 40k/month incoming customer enquiries are now resolved automatically with AI capabilities, reducing pressure on service teams and improving scalability (40% at the time of publishing this article, the aim in the mid-term is higher).

2. Faster and more consistent customer support

Automation enables customers to receive immediate answers to straightforward enquiries while maintaining service quality and consistency.

3. Increased operational efficiency

By automating repetitive interactions, Trodo has generated meaningful resource savings and created capacity for teams to focus on more valuable activities.

4. Enhanced employee experience

AI-powered tools help agents review cases faster, understand context more quickly, and produce responses more efficiently, reducing administrative effort and allowing them to focus on problem-solving.

5. Stronger knowledge management foundations

The organisation has established knowledge management as a strategic capability, creating the foundation required for long-term AI success.

6. Human expertise focused where it matters most

With routine enquiries increasingly automated, specialist teams can dedicate more time to complex technical cases requiring mechanical expertise and contextual decision-making. This has impacted the organisations' ability to demonstrate its expertise in the field.

About

Trodo

Trodo is an international leader facilitating ease and freedom of mobility by trading automotive spare parts, for both consumers and professional customers, through its avant garde ecommerce platform. Operating across many countries, the company supports individual drivers, workshops, fleet operators, and businesses by providing expert advice and access to a wide range of vehicle parts and mobility solutions. Its mission is to remove obstacles to mobility by ensuring customers receive the right parts, at the right time, with the support they need to keep vehicles moving. More information at https://www.trodo.com/

Industry

Manufacturing and distribution

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Name Surname

Position, Company name

Knowledge management is at the core. If knowledge isn't properly managed, the results will be unexpected or wrong. Understanding what you want to achieve, having a clear strategy, and building the right foundations is ultimately what has made AI successful for us. Working alongside experienced partners helped us structure that journey and focus on the areas that would create the greatest impact.

Laurent Dathie

Head of Customer Experiece Trodo

Successful AI adoption is never just about LLM capability. The real value comes from creating the right operational foundations to deliver end-to-end results, well embedded into the company’s digital ecosystem. Clear objectives, strong governance, a knowledge strategy, and operational processes redesigned to support long-term transformation. Trodo understood this from the beginning and invested in building those foundations properly.

Hideki Hashimura

CX Strategist