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Whitepaper: The acceptance of chatbotsVOICE AGENT CASE STUDY
Never Miss a Lead Again: How ZAPF Garagen UsesPhonebot Max
How the team at ZAPF Garagen uses the BOTfriends Voice Agent to generate leads even outside of business hours, automatically respond to service requests, and significantly reduce the workload on the sales team.
365 days
Available year-round, 24 hours a day
3 Languages
German, English, and French
10.000
Automated calls to
over the past 6 months
INDUSTRY
Manufacturer of precast concrete garages
LOCATIONS
4 production sites in Germany
CHANNEL
Telephony
FEATURES
Voice Agent, Lead Pre-qualification, MySQL Integration, Multilingual Support
MARKETS
Germany and neighboring European countries
Between New Business and Day-to-Day Service
If the line is continuously busy
At ZAPF Garagen, all incoming calls were handled by a team that simultaneously processed inquiries from new customers and about upgrades, as well as standard service requests.
Since colleagues from the call center were increasingly needed in other areas as well, responsiveness suffered. This resulted in long wait times for callers.
Service calls unrelated to sales hindered new business
The incoming calls covered a wide range of topics: inquiries from new customers and modernization projects on the one hand, and typical service issues such as “My gate won’t open” on the other.
These service calls, in particular, took up a lot of time—10 to 20 minutes per call—which meant there wasn't enough time left for calls that generate revenue.
About ZAPF
ZAPF Garagen is considered a leading manufacturer of precast concrete garages in Germany and Europe. The company manufactures at four locations in Germany and supplies customers in Germany and several neighboring European countries with everything from single garages to entire garage complexes—all made in Germany.
A NEW APPROACH TO ACCESSIBILITY
No more leads will be lost
Before Voicebot Max was implemented, ZAPF Garagen was only available until the office closed. Inquiries received outside of regular business hours simply went unanswered—a blind spot that customers instinctively anticipated and therefore often didn’t even bother to call.
Today, Max is available 24/7, 365 days a year. He handles inquiries from new customers, collects key qualification information such as ZIP code, name, and garage type, and automatically forwards pre-qualified leads to the appropriate contact person on the pre-sales team.
In the past
Today with Phonebot Max
“We’re seeing inquiries coming in now from places where maybe no one used to call. Most people know that a typical company is available until 5 p.m., or 6 p.m. at the latest.
Now customers are calling as late as 8 p.m. or on the weekend, and we’re still able to assist them.”
Download the PDF version of the case study
We've compiled the key takeaways from the video interview, along with an overview of the entire project, into a PDF. Read it now!
POWERFUL AND VERSATILE
How Phonebot Max Works
Max answers every call and determines what it's about during the conversation. Sales-related inquiries are screened and forwarded, while he handles service inquiries himself.
STEP 1
Identifying Concerns
Max answers the call and distinguishes between inquiries from new customers, modernization projects, and standard service requests.
STEP 2
Qualify leads
When new customers inquire, he specifically asks for their ZIP code, name, and garage type.
STEP 3
Handoff to Pre-Sales
The pre-qualified lead is automatically forwarded to the appropriate contact person on the pre-sales team.
The Voice Agent also handles
- Responding to Common Service Inquiries
- Multilingual conversations in German, English, and French
- Connection to the in-house MySQL database
- Available 24/7
- Recording of all inquiries received outside of business hours
- Forwarding to the appropriate team
Feature Highlight: Directly Connected to Your Own Database
Phonebot Max is integrated directly into ZAPF Garagen's existing systems via a custom-built MySQL interface. ZAPF opted to use its in-house MySQL database—the same one that already powers the garage configurator on its website.
"The implementation was actually a breeze for our IT department. And communication between the IT departments at ZAPF and BOTfriends went extremely well."
DIGITAL SOVEREIGNTY
AI expertise belongs in-house, not in a black box
From the very beginning, ZAPF Garagen made it a priority not only to use the Voice Agent but also to understand it. Three key elements make this possible:
Joint Kick-off and Ongoing Exchange
An on-site kick-off workshop laid the groundwork. Regular communication with the direct point of contact supported the ongoing implementation.
Dedicated CSM Support
Even after the project launches, a dedicated Customer Success Manager will be there to assist you. If you have any questions, she’ll provide targeted support and point out areas where adjustments can be made.
Making Independent Adjustments in Daily Life
The team at ZAPF knows which adjustments to make for minor changes and how to find help on their own through the BOTfriends Academy.
“Working with BOTfriends has been great from the very beginning. We started with an on-site kick-off workshop where we got to know the team and saw how they work. Our CSM manager is always there to help us whenever we get stuck.”
How many calls do you miss after work?
Take two minutes to calculate the volume of inquiries at which an AI agent becomes cost-effective for your service.
The Results
The Voice Agent has turned the availability of a query—which used to depend on office hours—into a constant. What used to be lost after office hours now ends up as a qualified lead in pre-sales.
| Key figure | Before | Today | Effect |
|---|---|---|---|
| Availability by Phone | 8 a.m. to 6 p.m. | 365 days a year, around the clock | plus 118 hours per week |
| Inquiries After Business Hours | were lost | are accepted and qualified | fully recorded |
| Automated Calls | none | 12.000 | Since the beginning of the year |
| Automated Messages | none | 80.000 | Since the beginning of the year |
Survey period: January 1 through August 12, 2026. Data source: Analysis in the BOTfriends X Analytics module.
KEY LEARNINGS
Kevin's advice to other companies on implementing AI agents
“There’s always skepticism about new technologies. That’s why it’s all the more important to bring all our colleagues on board and involve them, to avoid working in silos, and to alleviate their fears.”
Involve the team from the very beginning
Those who actively seek feedback from their team and test ideas together, rather than working in isolation, alleviate fears and foster acceptance from within.
Clearly communicate what the agent can and cannot do
Transparency regarding the AI agent's capabilities and limitations builds trust within the team and prevents misunderstandings in day-to-day work.
Redeploy Employees Instead of Replacing Them
Those who view the introduction as an opportunity can allay fears of job loss. Employees take on more challenging tasks rather than being made redundant by the agent.
Evaluating Success Holistically
Some customers do not want to speak with an AI. However, this is offset by a significantly larger number of new leads that would otherwise have been lost while on hold or outside of business hours. On balance, the benefits outweigh the drawbacks.
Is your sales department facing a similar situation?
In 30 minutes, we'll show you which of your calls can be automated to close deals and which leads you're losing today after work.
- Detailed case study as PDF
- Link to the full video interview
- Recommendations for Your Own Project