Case Study: Viamaja Automates 78% of Support Tickets With Wilmo

In just 26 days, Viamaja went from 0% to 78% autopilot coverage — saving 1.2M DKK annually with AI-powered customer support.

We're excited to share our first published case study with Viamaja, a Danish e-commerce brand that went from zero automation to 78% autopilot in just 26 days.

The results

78% of tickets on autopilot — handled entirely by AI without human intervention
1.2M DKK saved annually — direct cost savings from automated support
1h 33m average AI resolution time — 86% faster than before
26 days from start to full coverage

The journey

Viamaja migrated from Herodesk to Wilmo on December 18th. From there, we rolled out automation step by step:

Dec 18 — Migration and AI training on historical data
Dec 27 — Order cancellations automated (4% coverage)
Dec 31 — Damaged items handling (8%)
Jan 2 — Defects and returns (41%)
Jan 12 — Shipping inquiries with live tracking lookup (67%)
Jan 13 — Stock questions and pre-sales (78%)

What Viamaja says

"It's amazing to see how quickly it creates value — both for customers and for the team."

— Søren Nielsen, Owner of Viamaja

Read the full case study