How Umzugspreisvergleich cut lead cancellations by 27% with telli

About

Umzugspreisvergleich, a subsidiary of Immowelt (Axel Springer Group), is a leading German moving services platform that connects customers with vetted moving companies nationwide. With over 20 years of experience and more than 600 quality-checked partners, Umzugspreisvergleich is a trusted choice for local, long-distance, and international relocations.

Challenge

Sustaining high‑quality follow‑up without adding headcount

Umzugspreisvergleich has facilitated hundreds of thousands of relocations across Germany by matching customers with vetted movers that fit their route, timing, and budget.

Once a customer submits a request, Umzugspreisvergleich routes it either to nearby movers as a qualified local lead or into a nationwide auction where long‑distance movers bid directly on the job. Umzugspreisvergleich then earns a lead fee or commission tied to successful moves.

When customers provide complete details upfront, movers can price accurately, win profitable business, and deliver smoother relocations. In reality, however, many requests arrive incomplete or unclear, which erodes pricing confidence and makes movers more likely to push for cancellations to protect their margins.

Umzugspreisvergleich’s Managing Director, Christian Gimbel, recognized that protecting lead and commission revenue depended on fast, consistent follow-up with customers.

To accomplish this, Christian dedicated back-office employees to call customers about cancellation requests and assigned sales reps to follow up on inventory details and confirm whether a mover had been booked. As the business grew, request volumes climbed and put increasing pressure on the team’s capacity. In addition, many customers are most available in the evening or on weekends, outside of Umzugspreisvergleich’s work hours.

Christian understood that this manual approach was quickly approaching its limit. He needed a reliable, always-on calling process that could keep pace with growth, without adding headcount or disrupting their existing Salesforce workflows.

A ChatGPT prompt about a German voice AI provider led Christian to telli. After watching a live demo of the agents, he recognized their potential to streamline Umzugspreisvergleich’s essential conversations.

“Because we wanted every cancellation and lead handled fairly, our team became tied up in repetitive calls. We needed a way to increase reliability and protect revenue without constantly adding headcount."

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Solution

telli AI agents scale revenue-critical calls

The Umzugspreisvergleich team started from ready-to-use agents set up by telli, which plugged directly into their Salesforce workflows. From there, Christian and his team tailored the agents’  scripts and prompts to their needs.

This resulted in three dedicated telli agents that call customers directly to automate essential interactions:

1. Cancellation check agent: Every cancellation request is verified through an automated bot call. The system independently checks cancellation eligibility, filters out invalid requests, and ensures that only valid cancellation reasons are accepted.
2. Lead qualification agent: Collects inventory details to ensure movers can provide accurate quotes. This agent prevents promising leads from stalling out and increases the likelihood that they become bookable, revenue‑generating jobs.
3. Offer phase agent: The agent handles continuous follow-up on open inquiries. Through dialogue, it determines whether a decision for a moving company has already been made or if there is still a need for consultation. This ensures seamless documentation of the sales funnel and secures the correct allocation of commission-relevant closures.

During these conversations, the agents can calculate an estimate based on factors like distance between loading and unloading locations and move size. Pricing is only shared when explicitly requested by the customer, helping manage expectations without interfering with the core auction and quote process.

Thanks to telli’s AI-assisted prompt editor, Christian and his team can adjust scripts directly, enabling them to iterate quickly and often, and ensure the agents evolve alongside the company’s needs.

In addition, the telli agents operate around the clock, so communication continues even when the team is offline. This helps Umzugspreisvergleich reach more customers, prevent leads from going cold, and keep revenue‑relevant updates flowing into Salesforce without adding headcount.

telli’s support also makes it easy for Christian’s team to continuously improve their agents’ performance, whether they want to test a new idea or need help refining a script.

“Because we could fine-tune the agents ourselves, we saw value very quickly. It felt less like a big IT project and more like switching on an extra team that handles the repetitive calls for us.”

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Results

Fewer manual calls and more revenue-protecting conversations at scale

telli’s agents help Umzugspreisvergleich reach more customers at key moments ahead of their moves, without increasing headcount. With clearer visibility across the sales process, Christian allocates budget more effectively, prioritizes high‑value segments, and continuously refines strategies for growth​.

The impact:

• 27% fewer lead cancellations since onboarding telli
• ~30% time savings on manual calls for the team
• 24/7 lead coverage outside business hours

Christian is already planning more process automation with telli, including an auction-end agent that’s in development. By using internal data (such as mover ratings and completed move counts) to recommend the best-fit provider, the agent will guide customers through their final booking decisions and turn more requests into successful moves.​

“With telli, we’ve laid a foundation that not only reduces cancellations and manual effort today, but also gives us a path to even smarter, more automated sales and operations in the future.”