# Hybrid Organisation

> People and AI work in one shared workflow — a hybrid organisation in which agents take over routine and people carry the decisions.

- **URL:** https://fse-group.de/en/our-work/hybrid-organisation

[Part of Our Work](https://fse-group.de/en/our-work)

## Case studies

### [Service requests solved before a human steps in](https://fse-group.de/en/our-work/customer-care-agent)

*Relief in customer care*

For SENEC, FSE built a customer care agent that analyses service requests and pulls together information from CRM, ERP (including logistics), ticket system, knowledge base and the technical status system. After six weeks the first-time-fix rate was above 50 percent, and more than 45 percent of service cases now run autonomously.

[→ https://fse-group.de/en/our-work/customer-care-agent](https://fse-group.de/en/our-work/customer-care-agent)

### [Hybrid order processing in the ERP with agents](https://fse-group.de/en/our-work/senec-sales-support-agent)

*Relief in day-to-day business*

At SENEC the sales support agent automates order post-processing – it spots errors, proposes fixes and carries them out. Result: 1 FTE saved, 80% faster lead time, noticeable relief for the team.

[→ https://fse-group.de/en/our-work/senec-sales-support-agent](https://fse-group.de/en/our-work/senec-sales-support-agent)

### [Surfacing untapped sales opportunities in the CRM automatically](https://fse-group.de/en/our-work/senec-sales-agent)

*Sales opportunities instead of data noise*

With the Sales Agent, SENEC’s sales team receives concrete, prioritised opportunities – generated from CRM data, customer behaviour and product patterns. The suggestions land directly in Microsoft CRM and unlocked six-figure revenue potential within days.

[→ https://fse-group.de/en/our-work/senec-sales-agent](https://fse-group.de/en/our-work/senec-sales-agent)