Day 00%
Every inquiry handled manually
The team worked every ticket themselves, including routine requests that required a trip into Business Central, Shopify, or any of their other systems.
From manual support to 85% Autopilot in 23 days
Havehandel automated 85% of customer inquiries while preserving the personal service their customers value.
23 Days to 85%
From launch to result
5 systems
Connected by Wilmo
24/7
Customer service
85%of inquiries handled by Wilmo
The 23-day climb
A fast start, without the usual implementation drag
Based in Holstebro, Havehandel is a leading Danish specialist in big bags, garden equipment, and corten steel raised beds. Its support team needed automation that could work across the whole operation, not just write replies.
Setup1 to 2h
Wilmo connected in hours
Previous AI tools took months to set up and get working. Havehandel switched from Zendesk to Wilmo and had everything connected and running in a few hours.
Day 2385%
Customer service on Autopilot
The majority of incoming questions were resolved without the team touching them, giving the team more time to provide exceptional support to those who need it most.
Real Trustpilot reviews from AI-handled tickets
“Always ready to answer questions by email. Good service”
Pia Lyksborg · HavehandelAugust 11, 2026
“I changed my mind about a purchase. No problem—quick, friendly and accommodating customer service 😊 Ann”
Ann Høgh · HavehandelJuly 18, 2026
“Fantastic, fast and efficient service Even an additional order was confirmed and processed on a Saturday. A pleasure”
Peder Andersen · HavehandelJuly 25, 2026
“Great service! I ordered some items in the afternoon, then realized in the evening that I had forgotten something. I emailed a request, which was answered almost immediately with, “Of course, we'll pack it with your order!” Nice products; I'm looking forward to setting up the beautiful raised bed!”
helle · HavehandelJuly 23, 2026
“Very good service. The fastest response time by email, even on a Friday after 4:30 p.m. I can highly recommend Havehandel.dk.”
Jens Schrøder · HavehandelJuly 17, 2026
“Great service! I had ordered 100 metres of weed-control fabric, but bought it by the metre. After placing the order, I noticed that they had a standard 100-metre roll of the same type at a lower price. I wrote to ask whether it could still be changed, but did not really expect it, as you rarely encounter that kind of flexibility—but yes! It was no problem at all. It was changed quickly, with a smile and friendly correspondence. Lovely!”
Mette · HavehandelJuly 10, 2026
“Wide selection, good prices and fast delivery. Customer service was quick, helpful and friendly when I had a product that was damaged in transit.”
Andrea · HavehandelJuly 10, 2026
“Good customer service”
Patricia Høck · HavehandelJune 29, 2026
“Really nice products at a reasonable price. I contacted customer service by email regarding an order, and the response was quick and personal.”
Joy Sørensen · HavehandelJune 28, 2026
“Wonderful company They have now helped me several times, in the sweetest way, with my purchases. YOU CAN SHOP HERE WITH CONFIDENCE. THE ITEMS ARRIVED QUICKLY, AND LAST BUT NOT LEAST, WHEN I NEEDED SOME LARGE ITEMS SHIPPED, the shipping cost was much cheaper than at other companies for the same thing. So from now on, I will only shop here.”
Karin Alstrup · HavehandelJune 22, 2026
The Film
Watch the journey to 85% Autopilot
Tim Geneser shares how Havehandel transformed its customer service in 23 days without losing the personal touch.
The skepticism
Would AI make the service feel less human?
That was Havehandel's biggest concern. Their customers span every age group and live across Denmark. Personal advice is part of what makes the business work.
“We were afraid of losing the personal touch. That fear has been completely disproved, as our Trustpilot reviews confirm.”
Tim Geneser
Back Office Specialist, Havehandel
What actually happened
BeforebecameAfter
Before
Business hours only
After
Fast service around the clock
Before
Every inquiry touched by the team
After
People focus on the cases where they add real value
Before
Fear of losing the personal touch
After
Customers praise the service on Trustpilot
Better service did not require more manual work.
85%
on Autopilot
The support control room
One platform, connected to the systems behind every answer
Wilmo does more than write replies. It finds the information, performs the task, and responds with the result.
Shopify
Full order management, customer data sync
Business Central
ERP and invoices
Reversio
Returns management platform
Homerunner
Smart delivery solutions
Smartpack
Intelligent packaging solutions
Wilmo
85% Autopilot
Wilmo
85% Autopilot
Shopify
Full order management, customer data sync
Business Central
ERP order, customer, and inventory data
Reversio
Returns management platform
Homerunner
Smart delivery solutions
Smartpack
Intelligent packaging solutions
A real workflow
Invoice requests, fully automated
A repetitive task that used to require several manual steps now resolves itself.
Customer
“Can you send my invoice?”
Wilmo
Finds the order and retrieves the invoice
Business Central
Returns the right document instantly
Resolved
The customer receives it automatically
In Tim's words
Praised on TrustpilotService 24/7
“Today, Wilmo handles 85% of our inquiries. Our service level certainly hasn't dropped. People are thrilled to get fast service outside opening hours too.”
TG
Tim Geneser
Back Office Specialist, Havehandel
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