Questions & answers
Your questions. Clear answers.
What you want to know about TurnFriendly, implementation and its use in your service organisation.
Platform & use cases
What TurnFriendly connects and how your team works with it.
Which service processes does TurnFriendly support?
TurnFriendly supports enquiries, complaints and claims, from first contact to a documented resolution.
The platform connects customer and case information, tasks and workflows. This is particularly useful when several teams or systems are involved in resolving a case.
What is a workspace?
A workspace brings together the business context of one or more customer cases.
Related correspondence, customers and internal or external contacts remain visible together. This helps your team quickly understand the history and the people involved.
How do AI and the service team work together?
You decide which steps are automated and where your team takes over.
TurnFriendly AI can extract content from emails and attachments, classify cases and prepare data for the next processing step. Suitable cases can be handled partly or fully automatically. We plan the components and level of automation around your process.
Implementation & integration
From initial requirements to the right project scope.
How long does implementation take?
As an initial guide, allow approximately three to nine months. We agree a specific schedule based on your project.
Key factors include the functional scope, the systems involved, available interfaces and coordination with your business and IT teams. A clearly defined initial scope and a phased rollout help keep the project manageable.
Can we start with a single service process?
Yes. You can begin with a clearly defined use case and plan the wider scope in stages.
We look at a typical incoming request, the data needed and the intended handling process. Together, we identify the functions and integrations required for the initial scope.
Can we connect CRM, ERP and existing customer data?
Yes. TurnFriendly can use data from CRM, ERP and ticketing systems in case handling, so available customer master data does not generally need to be entered again.
The data that can be transferred and any adjustments required depend on your systems and their interfaces. The TurnFriendly REST API also supports custom integrations.
How quickly does TurnFriendly pay for itself?
This depends on case volume, active working time saved, and implementation and operating costs. There is no universal payback period.
A sound business case considers suitable cases, manual work avoided and the review effort that remains. Time saved initially creates capacity; its financial impact needs to be assessed in your specific situation.
Operations & security
Clarify deployment, data protection and access.
Can we run TurnFriendly in the cloud or on-premises?
Yes. TurnFriendly is available in the cloud and for deployment in your own data centre.
In the cloud, TurnFriendly handles operations, monitoring, backups and releases. On-premises, your IT team operates the system with support from TurnFriendly. The appropriate model depends on your technical and organisational requirements.
How does TurnFriendly protect our data?
Platforms S, M and L run in a dedicated Private Cloud environment for your organisation, in the OCI Frankfurt region by default. Controlled access and encrypted data transmission form the foundation.
Backup and recovery processes and security logs complement these measures. We agree your requirements for data storage, access approvals, retention and deletion in the contract and during onboarding.
Review security measures and operating processes →
How are access permissions managed?
Authorised administrators in your organisation control application permissions. User profiles, data views and reporting permissions can be assigned as needed.
TurnFriendly supports SAML and OIDC for central sign-in through your company’s identity provider. We agree the roles and approvals your team needs during setup.
Still have a question?
Discuss your open questions with Marco Rothberg in 30 minutes. Bring a typical service process and your requirements; together, you’ll identify the next assessment steps. Free of charge and without obligation.
Marco · Your contact at TurnFriendly