How a 130-Year-Old Family Business Transformed Customer Support With AI Automation

When you've been in business for 130 years, you've seen a lot of change. But for J. Kisch & Zonen B.V., a five-generation Amsterdam family business specializing in furniture fittings and interior construction components, the challenge wasn't about whether to embrace AI, it was about finding the right way to integrate it without losing what made them special.

"We love to talk about the heritage of the company, but also the way we want to improve," explains Jeremy, who became a co-owner three years ago alongside his brother and sister. "The 130 years don't say much about tomorrow, it's only history. For us as a family company, we have to improve every day."

That philosophy led Kisch to tackle a problem familiar to almost every growing business: their teams were drowning in repetitive work that prevented them from delivering the personal service their customers valued.

The Heritage Meets Innovation Challenge

Kisch isn't your typical struggling legacy company. Founded in 1895 on Amsterdam's Prinsengracht, they've successfully navigated five generations of ownership, adapted to countless market changes, and built a reputation for quality and innovation in the furniture hardware industry.

In 2022, they moved to a state-of-the-art sustainable facility in Amsterdam, complete with solar panels, gas-free energy, electric transport, and a 24-hour showroom. They were clearly forward-thinking. But even the most modern facilities couldn't solve their operational efficiency challenges.

The Repetitive Work Problem

Jeremy, who focuses on financial operations, e-commerce, and AI integration, identified three departments drowning in repetitive tasks:

Customer Support:

"Our customer support gets hundreds of questions daily, but 80% are exactly the same. I wanted a solution so they could focus on what they're really good at: contacting customers with specific problems."

Purchase Department:

"They're very busy checking supplier information, but 90% of the time it's correct anyway. So why check everything? I wanted solutions that flag only what needs attention."

Finance Department:

"Our finance department has the same story."

The pattern was clear: highly skilled people spending the majority of their time on routine verification tasks instead of leveraging their expertise for complex problem-solving.

The AI Research Journey

Unlike many companies that react to crises, Jeremy took a proactive approach:

"I was always very interested in AI from the beginning, I read a lot of articles about it. Over the last couple of years, I started doing research on how to integrate it into our company. I analyzed our processes and created implementation plans with different phases—first phase I want to reach this goal, second phase that goal, and so on."

This methodical approach: analyzing processes, creating phased implementation plans, and setting clear goals that would prove crucial to their success.

The Trigger: Accessibility

"There wasn't a specific trigger, but because I'm always interested in AI solutions, also for my personal life, I started looking at how I could integrate this into our company. The trigger was really the development of AI itself, the solutions are getting more accessible for everyone. It started just like everyone else, with a ChatGPT conversation and a Google Search."

This insight is important: Kisch didn't wait for a crisis. They recognized that AI automation was becoming accessible and proactively explored how to leverage it.

From Research to Reality: Finding the Right Partner

Jeremy's search for an AI solution led him through countless options. With AI automation becoming a crowded market, finding the right partner required more than just comparing features.

The Discovery

"I found Lleverage through Quote.nl - it was an interview or article. I did some research and sent an email, and Tom was the first one who called me."

What happened next demonstrates why the human element still matters in technology adoption:

"The first impression was very, very good, very nice talking with all of you. Within three days, I had coffee with Tom and the team, also with Lennard. I had a very good feeling from the start: Lleverage understood what I wanted to improve in our company and how I wanted to integrate AI. It felt like really good cooperation from the beginning."

The Trust Challenge

For a family business with 130 years of reputation at stake, trust isn't just a nice-to-have—it's everything.

"The only concern was that Lleverage is a young company, so they did not have a lot of references. It's based on a trust relationship - you have to trust the people you're talking to that they're saying the right thing. But I had that good feeling from the very start."

This highlights a crucial reality: when you're pioneering new technology, extensive case studies and references don't exist yet. Sometimes, you have to trust your instincts about people and partnerships.

Why Cultural Fit Matters in AI Implementation

One of the most overlooked factors in successful AI implementation is cultural alignment between the company and their technology partner. For Kisch, this proved essential.

The Dutch Directness Advantage

"As a family company, trust is crucial for us, and Lleverage works in a way that fits our culture perfectly. You understand how family businesses operate, we're very direct in our communication and like to move fast on projects."

This cultural compatibility went beyond just language:

"When we have a question, we want quick reactions and straightforward answers. Many companies aren't used to this direct way of working, but Lleverage gets it completely."

For businesses evaluating AI automation partners, this is a critical consideration. The most sophisticated technology in the world won't deliver results if there's a cultural mismatch in communication style, decision-making speed, or working philosophy.

Family Business Values

The alignment extended to core business values. Both Kisch and Lleverage operate as relationship-focused organizations rather than transactional vendors. This matters enormously when implementing transformative technology that will affect your entire team.

The Implementation: Fast, Easy, and Effective

One of the biggest fears about AI adoption is implementation complexity. Kisch's experience tells a different story.

Clear Goals and Consistent Contact

"Very easy, in my opinion. We had clear goals and worked with the same team, mainly Tijmen and Emile. They already knew the problems we had and the solutions we wanted."

The importance of consistent contact cannot be overstated:

"It's really helpful to have consistent contact persons because then you don't have to explain everything from scratch with each interaction."

This seemingly simple factor, working with the same people throughout implementation, makes an enormous difference in execution speed and solution quality.

Rapid Development

"We developed solutions in just a few weeks. The platform is easy to use, and if I had problems, I got very fast answers."

From first contact to live solution in weeks, not months or years. This speed was possible because of:

1. Clear problem definition from Kisch's analysis phase
2. Phased implementation approach with specific goals
3. Strong cultural alignment enabling fast decision-making
4. Consistent team members who understood the context
5. Easy-to-use platform that didn't require extensive training

The Accessibility Factor

"It's a very easy platform to use: if you can use ChatGPT, you can work with Lleverage."

This comparison is crucial. The barrier to entry for AI automation has dropped dramatically. If your team can use consumer AI tools, they can likely work with modern business automation platforms.

Results and Early Wins

While the video was recorded shortly after implementation, the early indicators pointed to exactly the transformation Kisch was seeking.

The First Solution: AI Assistant

"Our first solution, the AI assistant, just went live."

By implementing an AI-powered customer support assistant, Kisch targeted their highest-impact opportunity: enabling their support team to focus on complex customer problems while AI handled the 80% of questions that were repetitive.

The Broader Impact

The success of the customer support solution validated Kisch's phased approach. With one successful implementation proving the concept, they could confidently move forward with automation in purchasing and finance, the other departments identified in their initial analysis.

This is the power of starting with a focused pilot: quick wins that build confidence and momentum for broader transformation.

Active Advocacy

Perhaps the strongest indicator of success came from Jeremy's willingness to recommend the solution to others:

"Actually, I got a question last Friday from another company: they called me and asked who implemented our AI chatbot. I advised them to work with Lleverage because I'm very happy with the partnership so far. I would suggest Lleverage to everyone who asks me."

When a business leader actively recommends a solution without being asked, that's a powerful signal of genuine satisfaction and tangible results.

What This Means for Other Family Businesses

Kisch's story offers several critical lessons for family-owned businesses considering AI automation:

1. Heritage and Innovation Are Complementary, Not Contradictory

"Our heritage is important, but we're always thinking about the next phase of growth."

Your company's history is an asset: it demonstrates resilience, customer trust, and market knowledge. But survival for the next 130 years requires embracing change.

2. Be Proactive, Not Reactive

Kisch didn't wait for a crisis. Jeremy's ongoing interest in AI and systematic process analysis meant they could implement solutions strategically rather than desperately.

3. Cultural Fit Matters as Much as Technical Capability

For family businesses, finding partners who understand your communication style, decision-making process, and values is crucial. Technical excellence without cultural alignment leads to frustration.

4. Start with Research and Planning

Jeremy's approach, analyzing processes, identifying opportunities, creating phased implementation plans, created a solid foundation for successful execution.

5. Pilot Projects Build Confidence

Starting with the AI assistant for customer support gave Kisch a manageable first project that could prove value quickly without overwhelming their organization.

6. Trust Your Instincts About People

When references are limited (as they often are with newer technologies), the quality of the partnership and the people behind it becomes your primary evaluation criterion.

Getting Started with Customer Support Automation

If Kisch's story resonates with your situation, here's how to approach customer support automation:

Step 1: Analyze Your Support Patterns

Like Kisch discovered, most support teams find that 70-80% of inquiries are repetitive. Document:

• What types of questions do you receive most frequently?
• Which questions can be answered with existing knowledge?
• How much time does your team spend on repetitive inquiries vs. complex problems?
• What's the cost of current response times and support staffing?

Step 2: Define Your Phases

Follow Jeremy's phased approach:

• Phase 1: Identify the highest-impact automation opportunity
• Phase 2: Plan expansion to additional departments or use cases
• Phase 3: Consider how automation enables new capabilities

Step 3: Evaluate Cultural Fit

Beyond technical capabilities, assess:

• Do they understand family business dynamics?
• Is their communication style compatible with yours?
• Can they move at your pace?
• Do they offer genuine partnership vs. transactional relationships?

Step 4: Look for Low-Barrier Implementation

Modern AI customer support solutions should be:

• Accessible without extensive technical knowledge
• Implementable in weeks, not months
• Supported by consistent, responsive partners
• Flexible enough to adapt to your specific needs

Step 5: Start Small, Scale Fast

Begin with a focused pilot project that:

• Addresses a clear pain point
• Can show results quickly
• Builds confidence for broader implementation
• Doesn't overwhelm your team with change

Ready to Free Your Team from Repetitive Work?

Kisch's transformation proves that AI automation isn't about replacing people or abandoning your heritage, it's about empowering your team to focus on what they do best while technology handles the routine work.

If your support, purchasing, or finance teams are spending too much time on repetitive tasks, it's time to explore how AI automation can help them focus on delivering the exceptional service that built your reputation.

Book a demo to see how AI automation can work for your family business, just like it's working for Kisch after 130 years of success.

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