Cheel saves 150 hours of support a yearIts users find the answer on their own
Cheel publishes Swiss accounting and payroll software for SMEs and fiduciary firms. Its users keep asking the same questions: how to reconcile a bank statement, send a Swissdec payroll report or import WinBiz accounts. Since April 2025, the Conversalia assistant has been answering them from Cheel’s documentation.
- 880
- requests a year resolved without the support team
- 150 h
- of support saved per year
- 2,198
- conversations in twelve months
- 1 in 5
- in the evening, at night or at the weekend, when support is closed
Real conversations from 24 October 2025 to 23 October 2026. Resolution rate measured on 400 randomly selected conversations, each read one by one.
The challenge
Accounting software raises precise and often urgent questions: a year-end closing, a payroll statement, a payment due before the deadline. Every question that reaches support by phone or email ties up a member of staff: understanding the case, finding the right documentation page, explaining it.
The same questions come back every week, even though the answer is already written in the documentation. The user still has to find it.
The solution
We configured Conversalia with the expert who writes Cheel’s documentation. The assistant answers on a dedicated help page and on the website, citing its sources so that users can check and read further.
- Answers with sources: three answers in four link to the exact documentation page.
- Available 24/7: evening and weekend questions are no longer left waiting.
- The user’s language is detected automatically.
- The documentation is synchronised automatically: the assistant keeps up with changes to the software at no extra effort.
- Prospects get their answers too: prices, features, migrating data from WinBiz.
The results
In twelve months, 2,198 conversations took place. We read 400 of them, selected at random: in 40% of cases, the assistant fully resolved the request. That is 880 calls and emails a year that support did not have to handle.
In a further third of cases, it pointed the user in the right direction without settling everything. We do not count these in the calculation.
One conversation in five takes place in the evening, at night or at the weekend, when support is closed. One in ten comes from a prospect discovering the software.
What users talk about
Breakdown of the 400 conversations read. Accounting, invoicing and payroll account for almost six requests in ten.
The return on investment
We only count requests fully resolved by the assistant: each one would otherwise have led to a call or an email to support.
| Conversations over twelve months | 2,198 |
|---|---|
| Requests fully resolved (40%) | ≈ 880 |
| Support time per request (assumption) | 10 min |
| Support time saved | ≈ 150 h/year |
| Value at CHF 60 per hour (fully loaded cost) | ≈ CHF 8,800/year |
| Conversalia Premium subscription | CHF 3,000/year |
| Return on investment | ≈ 2.9× |
Range depending on the assumptions: 77 to 246 hours saved per year (6 to 15 minutes per request, resolution rate between 35% and 45%). In the first year, the Premium setup (CHF 2,500) is paid back and a gain of about CHF 3,300 remains.
How many requests could your team avoid?
Show us your website: together we estimate the time you would save, based on your own questions.