Customer story
Germania Inkasso: from 15 to 5 people on the phone — in full control
Germania Inkasso replaced three systems with meiti: the Pascom phone system, the previous phone AI and a separate SMS API for messages from the Icarus collection system. Today 5 instead of 15 people handle the calls — and Germania stays in full control at all times.
15 → 5people handling calls
3 → 1systems for phone, AI and messaging
0double entries
Before and after
Before
Three systems that knew nothing of each other.
- Pascom phone system
- A separate phone AI
- Its own SMS API for messages from Icarus
- 15 people for the calls
Today
With meiti
One system, connected to Icarus.
- Telephony, AI and messages in one inbox
- Clara sorts, the right team takes over
- Icarus sends messages through the meiti API
- 5 people for the calls
How Germania works today
- Clara answers: in a few sentences she sorts callers — debtors, creditors, lawyers, debt counselling, courts and bailiffs — and puts them through to the right team. A missing file number holds nothing up.
- Messages from Icarus: Germania informs creditors and debtors through the meiti API — in the right channel, from the same processes as before.
- Full control: every conversation and every message sits in the inbox. The team can take over at any time.
- Always current: webhooks report every conversation to Icarus, the API writes back. Even calls staff make themselves are logged automatically.
What you can take from it
- Let the AI sort and put through, not give out file details — that keeps calls short and safe.
- Send messages from your system through meiti, so call and message share one timeline.
- Connect the webhook from day one — then there's no double entry.