How a housing cooperative with more than 200 staff transformed its customer service with intelligent voice automation, extended availability to 24/7 and noticeably relieved the service team.
Client & context
The challenge
The cooperative faced a problem typical of the sector: high, recurring call volumes caused systematic bottlenecks in customer service. The effects were clearly noticeable and affected both service quality and the team’s working conditions.
The concrete problems
The client needed a scalable solution to improve service quality and efficiency for the long term and to offer members and tenants a modern, digital customer service.
Objectives
The solution
The heart of the solution was a Botario voicebot integrated seamlessly into the existing telephony infrastructure. The voicebot handles the conversation automatically and processes enquiries rule-based and dialogue-driven. It was tailored precisely to the client’s business processes.
Implementation & scope
A technical hurdle during implementation
Problem: connecting to the existing system landscape proved complex. The CRM in use offered only expensive API interfaces that would have blown the project budget.
Solution: a pragmatic import/export route via an SFTP server provided a low-cost alternative that reliably exchanges all required data – without expensive API licences.
Implemented processes
The voicebot was configured for the following call reasons and thus covers the full range of incoming enquiries:
Emergency
Used when the caller has a matter that cannot wait until the next working day.
Damage report
Precondition: available only to authenticated callers with a tenancy agreement.
Used when a caller with a tenancy agreement reports a standard defect – that is, one that is not a critical emergency.
Complaint
Used when the caller wants to complain. The category is broad and covers any expression of dissatisfaction.
Flat search
Used when the caller is looking for a new flat or has questions about one.
Information / FAQ
Answers questions about opening hours, processes, contact routes, rules, responsibilities and more. Suitable for any request for information.
Pre-clarification
A buffer for unclear enquiries. Asks follow-up questions and collects key details. It answers nothing itself but prepares the handover.
Other
Used when the enquiry cannot be clearly assigned to a specific process or case.
Results & benefits
The voicebot delivered measurable improvements across every defined objective. The cooperative clearly raised its service quality while improving working conditions for the team.
Conclusion
This case study shows how voicebot technology can be used in the housing sector to raise service quality and efficiency at the same time. The combination of intelligent automation and human expertise creates a service experience that benefits tenants and staff alike.
Notable, too, is how the technical hurdles were solved: instead of expensive API interfaces, a low-cost alternative met every requirement. Voicebot projects can succeed on a limited budget.
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