LeaseHub leverages PCG AIHub to increase customer service reps productivity

LeaseHub decided to support their customer service rep with the PCG GenAI hub so that customer service reps can handle more cases with more efficiency. By connecting the PCG AIHub to the Leasehub knowledge base, CS reps can directly find similar cases and have proposed answers.

LeaseHub is a German company based in Erbach an der Donau that demonstrates how digitalisation can benefit the leasing industry. Founded by Matthias Winter, a seasoned industry expert with more than 20 years of experience, LeaseHub is more than just a software solution. It is an innovative platform built on microservices and cloud technology, covering all aspects of the leasing process, from contract initiation to management. Through automation and digital process optimisation, LeaseHub has succeeded in simplifying the daily work of leasing brokers, making it much easier and more efficient.

At a glance:

• Bootstrapped company with only limited amount of staff
• Customer base and customer interaction with the platform results in higher customer service cases
• Scaling through headcount has been considered; ideally an innovative solution automates or semi-automates the solution.

LeaseHub is a bootstrapped company with only limited staff. Due to growing customer base and interaction with the LeaseHub platform, customer service reps have seen increased case numbers and increased workloads on the customer service side. However, instead of scaling headcount, LeaseHub management is looking to find innovative solutions to this challenge.

LeaseHub leverages PCG’s AIHub in order to connect to its knowledge base of software documentation, customer cases and other information. By prompting, LeaseHub’s customer reps can now find similar cases or best practices that they can recommend to their cases. As a next step, LeaseHub is looking to automate the whole tool-chain for low priority cases so that customer service reps are only focusing on the most important cases.

The collaboration

PCG and LeaseHub have been on a joint journey to develop the software and are constantly discussing new features. For this concrete feature development, we paired PCG data and AI engineering with LeaseHub customer reps to develop a concept which was presented to the company's leadership. After approval, PCG built the feature, tested the result and integrated it in their customer service process of LeaseHub.

The next step is to increase the degree of automation and autonomy of the solution so that LeaseHub reps can only focus on the most important cases, not needing to invest time on low priority cases.

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