A shared team workspace
Messaging, conversation history and telephony with call recordings are available to service staff and managers in one interface.
All case studies
BSH / Bosch
One workspace for BSH customer service
Messaging conversations, calls and Kaspi order data in a shared system. Automated order updates, fiscal receipts and warranty information for customers.
The business need
BSH Home Appliances in Kazakhstan needed to bring customer communications together and automate service processes. The team needed shared access to inquiries, conversation history, calls and order data.
BSH / Bosch
What we implemented
Orders in the customer history
The Kaspi integration transfers order data, removing the need for staff to copy it manually between systems.
Notifications after purchase
Customers receive order status updates, fiscal receipts and warranty information through a convenient communication channel.
Customer communications
Segmented messaging campaigns and analytics help the team manage communications with customers.
What changed
Customer feedback
In its letter dated September 10, 2026, BSH reports a reduction in the contact center’s operational workload and an improvement in customer service. The customer also confirms the consolidation of communications and automation of notifications.
BSH Home Appliances
“This significantly reduced the operational workload on the contact center and improved the level of customer service.”
Translated from Russian. Original document linked below.
BSH letter (PDF)Integration development
ChannelEngine and Kaspi
A separate workstream is the Kaspi connector for ChannelEngine. Order submission, catalog and offer retrieval, shipment retrieval and reconciliation have been implemented. Partial shipments, cancellations and returns have been tested in DEV.
As of the technical checkpoint on September 8, 2026, publishing prices, stock and order statuses to live Kaspi was not enabled. Business acceptance and migration to the new connector are separate stages.
ASQ implements the ChannelEngine ↔ Kaspi connection. BSH and CE manage the SAP ↔ ChannelEngine connection.
ASQ · Almaty
Let’s discuss your project
We’ll define the first phase, timeline and cost.