When support explodes
Around 2,500 tickets per month – roughly 30,000 requests a year, with clear seasonal peaks around Black Friday and the holiday season. 66% of them are one-touch tickets: one request, one answer, done. The remaining 34% need several touchpoints.
For a team of this size, that was hardly manageable without automation – especially when the head of customer service went on parental leave and the team had to fundamentally rethink its processes.
The classic e-commerce support mix of order status, returns, repair requests, cancellations and product questions could no longer be scaled manually.
Why melibo: live fast – with 4SELLERS as the key data lever
Lilienthal's decision criteria were clear: the solution had to talk to the existing 4SELLERS ERP, and it had to go live fast. No months-long implementation. No complex onboarding. Just get started.
That's exactly what melibo delivered. The native 4SELLERS integration was the deciding factor for Lilienthal Berlin – because without real-time access to order data, returns and invoices, e-commerce support can't be meaningfully automated. Only this connection turns a chatbot into a real AI agent that can truly help in the first contact.
On top of that: melibo is itself a 4SELLERS partner. The integration isn't a one-off solution for Lilienthal, but a scalable connection for all e-commerce retailers using 4SELLERS as their ERP. What Lilienthal uses is available to other brands on the same infrastructure – a structural advantage that's rarely this tangible.
For Michael Gilli, co-founder of Lilienthal Berlin, the system connection was decisive: "The 4SELLERS integration was a key factor for us. It lets melibo access order data, invoices, returns and return status directly – and resolve many requests in the first contact."
The use cases
4SELLERS is the ERP system behind Lilienthal's fulfillment process: orders, returns, invoices, return status – all of it runs through this platform. For support, that means anyone answering a customer request about order status needs access to 4SELLERS.
That's where the melibo integration comes in. The AI agent currently has read access to the 4SELLERS data – so it can retrieve order information, read return status and provide invoices without any human intervention. For the first live phase, that was already enough to answer the most relevant requests fully automatically.
The next step is already underway: cancellations will also be fully automated. As soon as the corresponding 4SELLERS endpoint is available, the melibo AI agent can process cancellation requests on its own – including updating the system and confirming to the customer. That brings Lilienthal closer to its goal: from 30% today to over 40% automation.
From first ticket to automation: how it works today
melibo first tries to answer incoming requests completely.
If that's possible – for example for order status, return status or invoice requests – the AI agent answers directly, with no human intervention.
Escalations, requests it can't handle and follow-up contacts are passed to human support. That keeps the team free for the issues that really need human judgment.
"We're currently at a good 30% automation – and see much more potential. As a next step, we want to add cancellations to automate over 40% going forward."
Numbers that speak for themselves
At a ticket cost of €3 per manual support case and around 750 automated tickets per month, that's monthly savings of approx. €2,250 – with melibo costs of around €1,250 per month, that leaves net relief of about €1,000 per month. That's just the arithmetic starting point – the leverage grows with a rising automation rate and more use cases.
And: the melibo AI agent is currently the most active "agent" in the entire support team – measured by the number of requests answered. It handles more ticket volume than any individual human colleague.
Looking ahead: quality as the next stage
Lilienthal currently measures the CSAT score – i.e. customer satisfaction – for each agent individually, including the melibo AI agent.
The result: the AI agent is currently mid-table, delivering solid answer quality with room to grow.
That's not a flaw, it's a starting point. The stated goal for this year is to bring the AI agent into the top group in quality too – not just as the hardest-working, but also as the best agent on the team. Several measures are underway: improving the knowledge base, reducing outliers in answer quality and gradually activating more use cases.
In parallel, raising the automation rate above 40% is on the agenda – mainly by activating cancellations as soon as the 4SELLERS endpoint is ready.
Conclusion
The collaboration between Lilienthal Berlin and melibo shows how e-commerce companies with premium standards can make their customer service scalable without sacrificing quality. The key isn't just the AI, but deep integration with the existing ERP system – in this case 4SELLERS.
What Lilienthal has achieved: a fast go-live, immediately measurable relief for the team and an AI agent that now answers more tickets than any human colleague. What's next: more automation, better quality scores and support that doesn't stall even in peak seasons.
For premium e-commerce brands using 4SELLERS, the combination of melibo and 4SELLERS is one of the most direct routes to scalable, cost-efficient customer service – without a long implementation and without compromising the service experience.
