Founded in 1972, specializing in medical furniture “Made in Germany.” In 2021, Benjamin Storm took over the company, digitized processes ranging from ERP to telephone systems—and is proving that business succession in the SME sector and AI are a perfect match.
“When a wave of illness suddenly took out most of our customer service team, it became clear: we needed a scalable solution — not in months, but in hours. With fonio, we had our AI assistant Susi live within just two hours.”
With only 27 employees and a sudden staff shortage, our customer service came to a standstill. At the same time, the number of calls from doctors and specialty retailers increased. Waiting queues or outsourcing would have been nothing more than a stopgap—we wanted a permanent, digital solution: fonio.ai
Susi answers calls around the clock, uses our knowledge base to address product and service inquiries, and schedules available appointments. She refers complex cases to the appropriate department—along with a transcript of the conversation. Thanks to the Pre-Call API, Susi already has customer data—such as purchase history and open tickets—at her fingertips even before she says “Hello.” This way, responses remain personal.
Read the full story in the blog post “Why Does SIMPEX Rely on the fonio Voice Agent for Customer Service?”
