How Homeday delivers 24/7 inbound call coverage with telli

About

Homeday, part of AVIV Group, one of the world’s largest digital real estate tech companies, is a German real estate brokerage making property sales simpler and more transparent through technology and service. Since its founding in 2015, Homeday has received multiple awards for its outstanding service and brokered €3 billion worth of property transactions nationwide.

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Challenge

Scaling phone support without adding headcount

Real estate transactions are inherently complex, involving emotional decisions and significant financial commitments. Homeday was created to simplify this process for everyone involved.

To accomplish this, the company established MyHomeday, a centralized platform where customers can register, unlock property addresses, and access all key documents in one place. The platform reduced manual back-and-forth and ensured every team worked from the same up-to-date information during a sale.

Christoph understood that, even with the user-friendliness of the platform, phone support was still essential to the business. New buyers needed assistance with the registration process, as well as reassurance and guidance before viewing properties. Existing customers called with viewing questions and scheduling requests at all hours. And sellers required immediate responses to valuation inquiries and contract clarifications.

As Homeday’s reputation grew, so did demand for this personalized support.

To keep up, Homeday dedicated three full-time employees (a significant portion of their customer service team) to these essential but repetitive calls. Christoph recalls, “We could just barely handle the call volume with our team.” This setup limited the team’s ability to prioritize other work. With existing capacity maxed out, Homeday couldn’t handle all incoming calls during peak periods.

That’s when he went in search of a more scalable solution. One that would maintain the trust, expertise, and immediate availability customers expect, while freeing his team to focus on value-adding initiatives like onboarding, new services, and outbound engagement.

Christoph looked into other AI automation solutions, but didn’t move forward with any of them. When telli came through a recommendation, it immediately proved to be a strong fit for Homeday’s use case.

“Our team was consumed by incoming calls, limiting our availability for growth initiatives. Continuing without a scalable solution would have restricted our expansion and put significant long-term strain on our internal teams. By implementing telli, we not only freed up internal capacity but also improved our availability for customers.”

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Solution

Delivering personalized support through telli’s intelligent voice agents

telli ensured its technical and organizational safeguards met AVIV Group’s requirements through dedicated sessions with AVIV Group’s central compliance experts, implementing additional safeguards beyond their already high standards.

Homeday now has 24/7 inbound coverage, with telli as the first point of contact for property sales, property valuations, and general service inquiries. The AI agent quickly identifies and structures each request before assigning it to a predefined scenario, including:

For buyers:

• Verifying MyHomeday registration and explains address activation
• Capturing viewing preferences and availability
• Answering property-specific questions

For sellers:

• Handling valuation inquiries and process explanations
• Clarifying contract terms and conditions
• Routing complex issues to appropriate specialists

For requests requiring further clarification, the telli agent asks targeted follow-up questions and steers the conversation accordingly. Every interaction captures complete context (names, property details, contact information, and specific needs) before routing to email queues or scheduling consultant callbacks.

As Christoph continues to refine the agents, he values telli Studio, the platform’s easy and intuitive prompt editor, in particular. The feature enables direct customization of agent responses and conversation flows, making it easy for him to make adjustments independently.

By handling the vast majority of inbound calls end-to-end, telli creates an always-on entry point for all of Homeday’s customer inquiries. Only a fraction of calls still land on the internal team’s desk, allowing employees to concentrate on complex, high-impact work rather than repetitive triage.

“With telli, three-quarters of requests are resolved directly or routed correctly. Only a small portion requires additional manual support.”

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Results

Homeday automatically resolves 75% of customer inquiries with telli

With telli, Homeday achieves both operational efficiency and service excellence. The partnership actually improves the quality of the customer service as customers receive immediate, intelligent support around the clock. In addition, it frees Homeday employees from repetitive call handling, allowing them to drive strategic growth initiatives. While they haven’t conducted a formal NPS survey yet, sample customer feedback has been consistently positive, with customers appreciating both the immediate availability and service quality.

The impact:

• 24/7 inbound availability
• 75% of calls resolved directly or properly forwarded
• 35 hours of inbound call capacity added weekly

Looking ahead, Homeday is expanding the use of telli to include outbound re-engagement calls for property leads, with plans to explore financing consultations and post-viewing engagement.

“We see exciting potential in both inbound and outbound use cases. I’m confident that we’re just scratching the surface of what we can achieve with telli.”