Hoffmann SHK

Pipe burst Saturday evening — technician on-site in 40 minutes thanks to AI

24/7emergency detection

40 minresponse time

5 ★Google review after

“A customer called Saturday evening — pipe burst in the basement. Before, voicemail would have answered. Now the AI recognized the emergency, alerted our on-call technician, and he was there in 40 minutes. The customer gave us 5 stars afterward.”

Sandra Hoffmann

Managing Director, Hoffmann SHK

About the Company

Plumbing/heating company with 6 employees. Focus on plumbing, heating installation, and emergency service. Weekend on-call, known for fast response.

Quick Jump

Challenge Solution Results

Sector

Plumbing/Heating

Solución

AI Emergency DetectionAutomated On-Call Alerting

Tamaño del equipo

6 employees

Challenge

Weekends: voicemail instead of emergency service.

Hoffmann SHK offers weekend on-call — but Saturdays and Sundays, only voicemail answered. By Monday, 10 to 15 messages waited, 2 to 3 real emergencies among them. Those customers had already found another solution — or another plumber.

Emergency or routine? Hard to tell.

Not every weekend call is an emergency. A dripping faucet can wait until Monday, a pipe burst can't. On-call technicians either got all calls (woken for every drip) or none (missing real emergencies).

Solution

AI emergency detection around the clock

The AI answers every call — even Saturday at 10 PM. It asks targeted questions: What happened? Is water flowing? Where? How much? Based on answers, it classifies: Emergency (immediate alert), Urgent (next business day), Routine (schedule appointment).

Automatic technician alerting

For real emergencies — pipe burst, gas smell, heating failure in winter — the on-call technician is immediately alerted by SMS and call with all details: address, damage description, contact info. Routine requests are scheduled for Monday.

Results

40 minutes — technician on-site

Sandra Hoffmann: 'The Saturday evening pipe burst was the moment I knew: right decision. The AI did everything correctly — recognized the emergency, alerted the technician, calmed the customer. The technician was there in 40 minutes. Manually, that would have waited until Monday.'

On-call technicians sleep through the night again

Instead of being woken for every dripping faucet, technicians only get real emergencies — averaging 1-2 per month instead of 8-10 calls per weekend. On-call duty is reasonable again.

24/7

emergency detection active

40 min

response time for pipe burst

5 ★

customer review after emergency

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