B2B Software/Bavaria, Germany/Anonymised
A B2B software company in Bavaria
Outbound demo scheduling for trial users, first-level technical support on inbound, and a clean handover to human experts when the question gets hard.
- +120%
- Software demo bookings
- 65%
- Standard inquiries resolved autonomously
- Near zero
- Inbound response time
Increase in the demo booking rate from targeted outbound calls to trial users.
Handled end to end without a human, out of all first-level inbound support.
Calls answered immediately rather than queued behind the support backlog.
The starting position
- Trial users going cold because nobody reached them in time to book a demonstration.
- Inbound support queues where standard questions and genuinely hard ones waited in the same line.
- Expert engineers spending their time on inquiries that never needed an expert.
What was built
- 01Outbound calls to trial users book software demonstrations directly into the calendar.
- 02Inbound agents carry first-level technical support and resolve the standard cases themselves.
- 03Anything genuinely complex hands over to a technical expert immediately, with the conversation context carried across.
Recognise the starting position?
Talk it through