Three teams, three kinds of phone work.

500 calls a day to hubs and partners, run by one IT person

Fernweg Logistik moves goods for retailers across southern Germany. Every morning, someone has to confirm loading slots, check arrival times and ask whether a pallet is ready. Most hubs and partners don’t have a booking portal and don’t answer email quickly. They pick up the phone.

Before

Three dispatchers spent the first half of each day on the phone, reading from a printed list and typing the answers into the dispatch system. Anything that slipped became a truck waiting at a closed gate.

After

• The dispatch system exports tomorrow’s stops each evening. A small script turns every stop into a call with a fixed set of questions.
• A dispatcher approves the day’s batch in one go, and from 7:00 the calls go out.
• Answers come back as structured data — slot confirmed, new time, contact name — and update the dispatch system directly.
• Anything unclear lands on a short list for a person.

One IT person, about a week, mostly spent on the export from the dispatch system. The dispatchers now handle the exceptions instead of the routine.

A WhatsApp agent that can now pick up the phone

Schmock is a personal assistant that lives in WhatsApp. People message it the way they’d message a friend who is good at errands. Until now, it hit a wall whenever an errand needed a phone call.

• Schmock’s team connected CallAgent once, on their side.
• Each user turns on “Phone calls” in settings. Schmock can then offer to call whenever an errand needs it.
• Before every call, Schmock repeats the plan in the chat and waits for a yes.

For Schmock, calling became a feature instead of a project.

Waiting on a federal hotline so nobody else has to

Moosgruber Steuerberatung often needs a quick answer from a federal office: the status of an application, a missing reference number, which form applies. The office has no email address for this. It has a hotline, and the hotline has a queue.

• An assistant writes the question into a short brief: which case, which reference number, what exactly to ask.
• The agent calls, waits on hold, and asks the question once a person picks up.
• The answer comes back as text, with the name of the person who gave it and the time of the call.

Nobody in the office sits on hold anymore. Across a normal day, that’s about an hour back.