Case Study: Heimstaden achieves 50% faster agent response times with Daktela

24% of customer inquiries at Heimstaden are resolved by the Voicebot without any operator intervention, handling thousands of calls every month

Heimstaden s.r.o., the largest private rental housing provider in the Czech Republic, faced significant challenges with an unreliable contact center system. Their previous solution suffered from frequent outages, lacked essential features like proper reporting and CRM integration, and offered no flexibility for customization, which hindered their ability to manage communications for over 40,000 clients efficiently.

Daktela provided an omnichannel solution unified with AI technologies, including a voicebot and chatbot. This implementation allowed 80% of callers to be automatically verified, with 24% of all inquiries resolved without any operator intervention. The results were substantial, including a 50% reduction in average wait times and a 38% reduction in call center personnel costs, dramatically improving both operational efficiency and customer satisfaction.

Heimstaden

Lenka Písková

Head of Customer Care