— Dominic Harnisch, Akkurat – Gesicherte Stromversorgungen GmbH
Summary
- The Challenges: Improving Phone Accessibility for Sales and Service to Boost Revenue
- The Solution – Not a Traditional Call Center: Optimal Availability Drives Revenue with an External Phone Service—Thanks to the matelso ServiceCenter
- The Results of Improved Accessibility: Three Figures That Speak for Themselves
Akkurat: A Specialist in Reliable Power Supply
The business model thus combines three areas under one roof: technical services, project-based business, and retail. With just under 20 employees, Akkurat is a classic, leanly structured medium-sized company—with all the organizational implications that this size entails.
The Challenges: Improving Phone Accessibility for Sales and Service to Boost Revenue
Few leads, high value per lead.
Every missed call = a lost contribution margin in the three-digit range.
Small team, big gap.
15 employees, technicians on-site at the customer’s location—it’s not feasible to maintain round-the-clock internal availability.
Double the damage with Google Ads.
Paid click + unanswered call = lost lead plus wasted budget.
Waiting on hold, low customer satisfaction, and accessibility issues that need improvement are a no-go, especially in the emergency power business
A small customer service team, high-value orders, and long decision-making cycles—a unique business environment
Until now, maintaining continuous telephone availability from 8 a.m. to 6 p.m. was simply not feasible internally at Akkurat. Hiring an additional part-time employee to ensure availability would have been costly and would have only partially solved the problem.
The Google Ads Dilemma: When a Click Is Expensive, but the Call Goes Unanswered
In a B2B niche with a limited volume of leads to begin with, this quickly results in a double loss: fewer conversion signals for Google’s automated bidding strategies—and less revenue at the end of the month.
– Dominic Harnisch
The Solution – Not a Traditional Call Center: Optimal Availability Drives Revenue with an External Phone Service—Thanks to the matelso ServiceCenter
Three Conversation Guides for Three Types of Callers—Here’s How to Provide Great Customer Service
- After-sales issues: Order status, cancellations, complaints. Agents systematically record the customer’s name, landline and cell phone numbers, email address, order number, ticket number (if applicable), and a detailed description of the issue—including the escalation level and additional call notes. Callbacks are not offered proactively, but only at the customer’s explicit request.
- Purchase interest from residential customers: Recording of name, phone numbers, email, and specific product interest, ideally including the item number. If the customer needs advice, this is noted and a callback is scheduled.
- Business customers interested in purchasing: Direct transfer to the relevant department. If no one is available there, the inquiry is recorded as for private customers and either forwarded directly by phone or a callback is scheduled.
This ensures that Akkurat receives the correct data in the right structure right from the start—all from a service center that handles each type of caller appropriately.
From the call to the outsourced customer service team to the ticket in the ERP system—without any additional manual steps in between
Integrated into a seamless automation workflow—validated call conversions are sent directly to Google Ads
– Dominic Harnisch
The Results of Improved Accessibility: Three Figures That Speak for Themselves
97.9% net availability—regardless of business hours and staff availability
About 290 calls per month without expanding our in-house staff—and without any additional in-house secretarial services
95% structured data collection
Do you want to bring your phone availability up to the same level as Akkurat’s?
What Has Actually Changed in Everyday Life with the matelso ServiceCenter
Constant availability despite a small team.
Every call between 8 a.m. and 6 p.m. is answered—no waiting on hold, no voicemail. Especially for new customers who discover Akkurat through Google Ads, this often makes or breaks the deal: Anyone who calls in this industry has a specific inquiry and expects to speak with a knowledgeable representative right away.
From call to ticket with no manual steps in between.
Thanks to the webhook integration with the ERP system, categorization, assignment to existing cases, and—in many cases—even the initial response to the customer are fully automated. This has significantly reduced the workload on the office team and drastically shortened response times.
Phone leads become visible.
Before the ServiceCenter, phone calls were a black box for online marketing. Today, structured call data flows into the systems—enabling us to evaluate phone inquiries for what they really are: valuable leads. This is precisely the foundation needed to effectively manage Google Ads campaigns in a data-scarce B2B niche.
Who This Setup Is Best For
- Lean teams with ten to fifty employees who cannot maintain continuous phone coverage internally.
- High-value orders or long decision-making cycles, where a single missed call directly impacts revenue.
- Active online marketing efforts—especially Google Ads—where missed calls also mean wasted advertising budget.
- Existing ERP/CRM systems that can be integrated via webhooks, turning the phone service into a true automation workflow.
If this description applies to you, you can not only ensure telephone availability but also structurally turn it into a lever for lead management.
