From manual effort to scalable efficiency
How thyssenkrupp Rasselstein saves hundreds of monthly hours with Knots automation - boosting speed, accuracy, and service quality
Whether in manufacturing, logistics, or e-commerce, most teams still rely on manual processes – routing emails, copying data, or searching for reference numbers. At thyssenkrupp Rasselstein, one of the world’s leading manufacturers of packaging steel and part of the global thyssenkrupp group, these routine tasks were adding up and slowing response times.
With high volumes and SAP-based workflows, the team needed a way to reduce manual work and improve service at scale. Knots automation delivered just that: faster routing, fewer errors, and more time for meaningful support.
Initial Situation
After implementing Zendesk in 2022, thyssenkrupp Rasselstein began rethinking its internal and external communication workflows. As part of a departmental reorganization, they faced new routing challenges and inefficiencies caused by manual work. Agents had to:
- Manually extract data from inbound documents
- Route tickets between departments
- Enter SAP reference numbers into Zendesk fields
Even small tasks like typing a seven-digit customer or invoice number became time-consuming when done thousands of times per month.
Knots Solution
To address these issues, thyssenkrupp Rasselstein implemented three Knots apps:
- OCR for PDF and Scanned Documents: Extracts structured content from scanned protocols, delivery notes, and attachments.
- Ticket Parser: Detects and extracts invoice numbers, delivery notes, packing list IDs, and departure numbers directly from email text.
- Knots Studio: Automates routing of complex emails based on organizational logic and ticket content, especially for SAP workflows. Also securely routes unstructured data in Zendesk and adds data from third party systems (SAP) to reduce manual work.
These tools eliminate manual input, reduce response time, and allow agents to locate information quickly using custom fields and Zendesk search.
Client testimonial
“With Knots, we’ve eliminated repetitive tasks like routing and typing SAP reference numbers—things that used to slow us down across thousands of tickets. Now, complex emails are routed instantly, agents can respond faster, and everything is logged in the right place automatically. It’s not just saving us time—it’s helping us deliver better service. That’s a fantastic solution for me because, otherwise, I will be not in a position to find a solution for my department.”
– Stephan, Customer Service Lead, thyssenkrupp Rasselstein
Results
By integrating Knots apps, thyssenkrupp Rasselstein achieved remarkable improvements:
- Time saved every day: Repetitive manual work was replaced by automation across thousands of tickets
- Improved accuracy: Zero typos and less rework thanks to automated parsing
- Faster responses: Custom fields auto-filled by Knots enabled quicker internal lookups
- Improved workflows: Ticket routing flows invisibly in the background, reaching the right team
Automate your Zendesk workflows today
From SAP integration to data entry to ticket routing – Knots takes care of the busywork. Spend less time clicking and more time supporting!
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