Starting situation
The housing cooperative WBG Schwarzheide eG looks after around 720 of its own tenants as well as some 1,000 tenants under third-party management . The daily call volume is correspondingly high – particularly damage reports, complaints and general service enquiries.
At peak times or during meetings it is not always possible to answer every call. The result is missed calls that staff have to follow up and return later.
That extra work ties up valuable resources and makes it harder for the teams to focus on their actual tasks. There was also the wish to give tenants a reliable point of contact outside office hours and to capture important information early.
The solution: the voicebot “Moni”
With the voicebot, “Moni” WBG Schwarzheide has added an intelligent digital assistant to its existing communication setup. The NFON cloud telephony provided the ideal technical basis. The cloud infrastructure allows the voicebot to be integrated seamlessly and lays the ground for modern, future-proof telephone communication.
Moni answers incoming calls automatically whenever staff are on another call, in a meeting or unavailable outside office hours. The voicebot records the key information about the caller’s request and makes it available in structured form for further processing bereit.
Technical integration
Key features
No system change needed – the voicebot extends the existing infrastructure with no downtime.
Even at high call volumes, during meetings or outside office hours, no call goes unanswered.
The key details of the request – damage report, complaint or general enquiry – are recorded immediately and in full.
Tenants always reach a reliable point of contact – at night, at weekends and on public holidays.
Less time spent on follow-ups and callbacks – more focus on valuable work in tenant management.
The highest security standards, operated in certified, geo-redundant data centres in Germany.
The benefit for WBG Schwarzheide
Permanent availability
Even outside office hours or when the switchboard is unstaffed, calls are answered professionally, requests are recorded and a callback is arranged.
Relief for staff
Less time spent answering and following up calls, more focus on looking after tenants and day-to-day operations.
Maximum security
The solution meets all data protection and security requirements and runs in certified, geo-redundant data centres.
“With the introduction of the voicebot we expect noticeably less pressure on our staff and better service for our tenants. Our decision in favour of the NFON voicebot and the cooperation with Zöllner is based on professionalism, reliability and seamless integration into our existing phone system.”