The right task from every email — across every client

The provider manages the fleets of several client companies — each with its own service agreement and its own SLAs. The operations team receives hundreds of emails a day: workshop invoices, damage reports, fuel-card blocks, inspection reminders.

50–70% of working time went into triage: find the license plate, open the FMS, find the vehicle, derive the client, check the service rule, pick the task template — 2 to 8 minutes per email before the actual work even began.

Multi-vehicle emails were manual untangling work: a consolidated invoice covering three vehicles across three clients could cost an hour of case creation.

Client service rules lived in PDF agreements and in the team’s heads — not structured. SLA reporting per client was Excel work, if it happened at all.

Piko reads the operations inbox and connects read-only to the FMS. Every email is classified, the license plate recognized with its quoted span, the vehicle identified, the client derived — all with evidence sources.

The curated service rules per client are applied (e.g. ‘repair under EUR 500 → direct-approval template’); the case is presented for confirmation with its key data filled in and provenance references attached. Multi-vehicle emails are split automatically into individual cases.

The FMS remains the system of record — tasks are created there, and Piko supplies the proposal. Operations confirms every task template before it is triggered; corrections improve recognition and rule application.

Six minutes of case building became one minute of confirmation — the recovered triage time flows into substantive work: advising, negotiating, steering.

Multi-vehicle consolidated invoices are split automatically, each case referencing the specific invoice line in the PDF.

SLA reporting per client — processing time, share of SLAs met, common trigger types — is a standard query for the first time.