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Rhenium life science and healthcare - Commbox

Unified Customer Conversations & AI Detection of Urgent Issues in Real Time

Rhenium Group is a leading life-sciences company serving laboratories, hospitals, and research institutions with advanced scientific, diagnostic, and automation solutions. To manage growing CX complexity, Rhenium unified voice and digital customer interactions on Commbox, automating high-volume service requests like WISMO and uses AI to detect urgent customer issues in real time.

9%

NPS increase instantly

AI Alerts

Real-time
urgency detection

24/7

WISMO & FAQ automation

15,000+

Customers served

62%

Inquiries resolved by AI chatbot

2000+

Work hours saved monthly

43%

Improvement in automation efficiency  

50K

Conversations managed monthly

Bottom Line

Rhenium turned fragmented, multi-channel conversations into one continuous experience—automating routine service and using AI to act faster when issues were urgent.

Industry

  • Biotechnology
  • B2B Healthcare & Hospitals
  • Diagnostics & Labs

Channels & Integrations

  • Voice
  • WhatsApp
  • Email
  • Web chat

Integrations: Priority ERP, CRM & internal systems

Use Cases

  • 24/7 Order & delivery status updates
  • AI-based urgency detection & alerts
  • Smart routing to the right expert
  • Scientific & technical support
  • Coming Soon: inventory checks, delivery dates, price quotes

Industry

Retail & eCommerce

Channels & Integrations

SMS, WhatsApp, Facebook messenger, Facebook posts, Instagram, Email, IVR, SAP

Teams

Customer service

Business Size

Small size (1 – 500)

Use Cases

  • Live & automated support 
  • Automated notifications
  • 24/7 self-service
  • Digital forms
  • Integrated business systems
  • Bots on WhatsApp
  • Technician scheduling
  • Bot to Human handover

Challenges

Fragmented Customer Journeys, Inefficent Agents

As Rhenium grew, customer conversations became fragmented. Customers contacted the company via voice, WhatsApp, email, web chat, and digital channels– often simultaneously, multiple Customer Success Managers (CSMs) and departments responded in parallel without shared context—wasting time, effort, and cost, and ultimately damaging customer satisfaction. Rhenium needed to unify channels, automate routine service requests, and act immediately on urgent cases.

  • No single view of the customer journey
  • Delays caused by parallel responses from multiple CSMs
  • Difficulty identifying urgent or distressed customers
  • Manual handling of high-volume service requests
 
Rhenium CommBox

The Solution

One Platform View, Real-Time AI Alerts

  • Rhenium deployed CommBox as its central customer engagement platform, unifying voice and digital channels in a single workspace.

    To enable full end-to-end resolution of customer intent, CommBox integrates directly with Priority ERP, enabling automation, intelligent routing, and real-time data access. Some integrations were available out of the box, while others were customized using AI to support Rhenium’s specific workflows.

    The result: one platform, one context, one prioritized view of every customer conversation.

Rhenium Case Study

Top Use Cases

Insant Time-to-Value, One Place for Service & Sales

Automated Delivery Updates via WhatsApp (WISMO)

Rhenium automated WISMO (Where Is My Order) and delivery inquiries on WhatsApp. Using Priority ERP, CommBox automatically:

  • Identifies customers using order details
  • Retrieves order and delivery status
  • Sends real-time updates via WhatsApp

 

Coming soon: inventory availability, delivery estimates, and price quotes—powered by existing Priority integrations.

Smart Routing to the Right Expert

CSMs are Rhenium’s human agents. Automation routes each request, voice or digital, to the correct CSM or department (lab science, technical support, account owner), eliminating manual triage and delays. Therefore, there are no situations where multiple managers respond to the same customer in parallel.

AI-Based Urgency Detection and Real-Time Alerts

CommBox uses AI-driven, business-specific tagging to detect urgency or customer distress using keywords such as “urgent” or “frustrated.”

Urgent conversations are automatically:

  • Flagged as high priority
  • Moved to the top of the queue
  • Visible to all available agents

This prevents delays, duplicate responses, and unnecessary operational costs.

In one case, a delivery arrived incomplete and the driver left. An urgent WhatsApp message triggered an AI alert in CommBox, allowing the team to contact the driver immediately and instruct them to turn around and complete the delivery – resolving the issue in real time.

Rhenium Case Study

Impact

Instant Customer Satisfaction Boost & Operational Effecicney

  • ~9% increase in NPS

     

  • Faster response to urgent cases

     

  • Fewer handoffs and duplicate replies

     

  • One consistent customer experience across channels

 

  • Customer data turned into real-time service action.

Next Steps

More Use Cases, Proactive Responses with AI Intent Detection

Rhenium plans to expand its use of automation and AI across additional use cases, including inventory checks and price quotes, while continuing to identify customer needs in real time and respond proactively. By applying AI to large volumes of interaction data, the team aims to move from reactive service to a more predictive customer experience- anticipating issues earlier and delivering faster, more meaningful interactions.

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