Culina Group
F&B logistics giant used a Boomi-powered AI agent to reduce response times and ticket volume, transforming complex incident data into brief, actionable insights within seconds.
Business goals
Culina Group, a major UK and European 3PL provider for food and beverages, supports top retailers via 14 business units. Upon migrating from Seeburger to Boomi, the company sought to enhance efficiency in managing ~1,900 event-driven processes.
Daily operations involve massive data flows susceptible to transformation errors and unexpected failures. Culina decided to optimize issue handling by:
- Accelerating response times for critical incidents
- Reducing manual support workloads
- Enabling self-service resolution for non-technical users
Integration Challenges
Culina Group’s high-volume operations faced bottlenecks due to manual triage struggling with information overload from exhaustive email chains and significant knowledge gaps across 2,000 diverse processes. Engineers wasted time parsing context and manually searching systems, resulting in high operational costs and slow resolution times.
Further, inefficient ticket categorization—failing to distinguish technical incidents from simple change requests, artificially inflated ticket counts, burdened the offshore support team, and caused misallocation of resources, ultimately slowing down the company’s critical logistics operations.
How Boomi Helped
Culina and Boomi deployed an AI-powered incident triage agent. This support layer utilizes the Boomi Enterprise Platform and APIs to connect ServiceNow with internal process reporting.
The agent assists support teams and analysts by providing:
- Accelerated Summaries: Distilling extensive communication logs into succinct, two-line overviews.
- Smart Categorization: Distinguishing between technical faults and requests for change to facilitate accurate ticket routing.
- Automated Identification: Utilizing Boomi reporting to correlate specific execution IDs and error codes with incident timelines.
Results
By deploying the Boomi AI agent, Culina automated complex incident management and streamlined data workflows with:
- Rapid 35-Second Triage: Near-instant analysis of logistics incidents.
- Enhanced Efficiency: Eliminates hours spent manually parsing long email chains.
- Lower Ticket Volume: Differentiates incidents from change requests to reduce total counts.
- Greater Accuracy: Provides immediate root-cause diagnostics for non-technical users.
