SIMPEX
“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.”
Challenges and Outcomes
1000
Automated calls per month
40
AI appointment bookings per month
Challenges
With only 27 employees and an unexpected staff shortage, our customer service came to a halt. At the same time, call volumes from doctors and specialist retailers were surging.
Holding queues or outsourcing would have been mere stopgaps — we wanted a lasting, digital solution: fonio.ai.
Outcomes
Susi now handles every call around the clock, drawing on our knowledge base to answer product and advisory questions and schedule appointments. Complex cases are routed to the right department — complete with a transcript. Thanks to Pre-Call-API, Susi already has customer details like purchase history and open tickets ready before saying “hello”. This keeps every response personal.
About
SIMPEX
Founded in 1972 and specialised in medical furniture »Made in Germany«. In 2021, Benjamin Storm took over the company, digitalising processes from ERP to telephony — proving that SME succession and AI make a perfect match.
Read the full story in the blog post „Warum setzt SIMPEX auf den fonio Voice Agent im Kundenservice?“
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Rethinking calls with fonio.ai
Just try fonio.ai and see how our AI Call Assistant automates your calls, saves valuable time, and supports your team around the clock.