Customer Case Study
Home Appliance Repair & Maintenance Company
Integrating: Setera AI SmartVoice + Custom ERP System + Public Telephone Number
Customer Overview
A small home appliance repair and maintenance company with 10 employees, specializing in the installation, repair, and ongoing maintenance of household appliances such as washing machines, dishwashers, refrigerators, and ovens.
The company operates with a highly mobile workforce: most technicians spend their working hours in the field, traveling between customer sites to perform repairs and on-site diagnostics. As a result, operational efficiency and fast response times are critical to maintaining service quality and customer satisfaction.
Customer requests and service needs are typically received via phone calls, making call handling a key part of the overall service workflow despite the limited availability of office staff.
Situation
Because technicians are frequently on-site or engaged in repair work, they are often unable to answer incoming phone calls.
To ensure no customer request is missed, all incoming calls are currently handled by an outsourced call centre, which:
- Answers customer calls
- Collects issue descriptions and fault details
- Gathers appliance information (brand, model, etc.)
- Registers customer contact details
- Creates service tickets manually in the ERP system
Technicians then review the tickets and contact customers directly to schedule interventions.
Challenges:
Cost structure
• Fixed monthly cost for outsourced call handling
• Approx. €2 per answered call
ERP licensing inefficiency
• External call centre agents require ERP access
• 3 ERP licenses (€75/month each) used solely for ticket creation
Service quality limitations
• Agents follow basic scripts but troubleshooting is rarely applied in practice
• High staff turnover leads to frequent retraining needs
Availability & scalability
• No 24/7 service coverage
• Limited capacity during peak call volumes
Setera's Solution
Setera AI SmartVoice
24/7 intelligent call handling
AI Voice Agents answer incoming calls at any time, ensuring continuous customer availability.
Automated troubleshooting and issue handling
• Recognize common appliance issues
• Provide basic troubleshooting guidance using a knowledge base
• Assist customers with simple steps (e.g., resets, filter changes)
Automated ERP integration
• Service tickets are created automatically via API integration
• Eliminates manual data entry and external ticket handling
Holiday Voicemail
No more unanswered customer calls on holidays voicemail tells the caller that user is on holiday and offers the option to automatically redirect them to a colleague who is covering for them
Key Benefits:
Cost optimization
• Reduction or elimination of outsourced call centre costs
• Removal of unnecessary ERP licenses used for ticket creation
Improved customer experience
• 24/7 availability without increasing staff
• Consistent, structured and reliable call handling
Scalable operations
• Ability to handle peak call volumes without capacity constraints
• No dependency on external staffing or training cycles
If you would like more information, please complete the enquiry form.
We look forward to speaking to you.
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