Client case · Birò Nederland
From phone call to work order, without anyone retyping a thing
Birò Nederland sells and services electric city cars, with its own service line for breakdowns, maintenance and repairs.
- Client
- Birò Nederland
- Live since
- June 2026
- Per call
- Transcript, summary and agreed action on the card
- Connects to
- 3CX, Trello, Exact and WhatsApp
What prompted it
The voice agent answered. That was when the work started.
Delivered is not the same as done.
This is how we work on every projectA voice agent of ours was already running on the service line: it answered the phone and handled simple questions.
Only most calls were about something that needed a person. The agent transferred the call, and that was where the work started: who is calling, which vehicle is this about, what has been done to it before? Those answers were scattered across the phone system, the planning board and the bookkeeping.
So answering the phone was solved. The digging behind it was not.
Nobody asked us for a follow-up. We could have reported that the agent was doing what had been agreed, but instead we watched what happened after a call was transferred and put that in front of Birò.
Our proposal: give the agent the hours where it makes the difference, outside opening times, where there would otherwise be a voicemail. During opening hours everyone simply gets a person on the line.
And it was those conversations with a person that gained something. The transcript and the summary land on the card by themselves, and the integrations add the customer, the vehicle and the history. Whoever answers or takes over has it all in front of them: the same case, a good deal less time.
What we built
Every call is transcribed and summarised, and lands on the card as a written record. Around that, 3CX, Trello, Exact and WhatsApp all hang off the same service case, so the card fills itself.
- 01
A call becomes a service case
An incoming call in 3CX creates the case. If the same customer calls again shortly afterwards, a note is added instead of a second card.
- 02
Call record on the card
Once the call ends it is transcribed. The transcript, a summary and whatever was agreed sit on the card, without anyone taking minutes.
- 03
Card on the planning board
Every case appears as a Trello card in the right list. If a colleague edits the card, the system picks that up and overwrites nothing.
- 04
History from Exact
For an existing customer, earlier repairs and maintenance appear on the card before anyone calls back or drives out.
- 05
Intake over WhatsApp
Asks for the registration, a photo, the location and the error code, in Dutch or English. Recognises what the customer has already given and reads photos and locations.
- 06
Work order as a PDF
One link on the card builds the work order from the details already there. No separate form any more.
For your service desk too
Would this work for you?
Nothing in this chain is specific to cars. If you have a phone system, a planning board and a bookkeeping package, you have the same chain, just with different things in for repair. If you work with systems other than 3CX, Trello or Exact, we connect to those instead.
Installation and maintenance
A fault report becomes a work order, with the address, the installation and the previous visit already attached.
Rental and leasing
Damage or a breakdown comes in with the renter, the contract and the last repair on the same card.
Machine building with a service desk
A report about a machine arrives with its serial number, location and maintenance history before the service desk calls back.
Dealers and importers
A customer calls about their vehicle and the salesperson sees straight away what has been done to it before, and by whom.
Does a single phone call eat too much of your time?
Send us a message or just call. You tell us how a case runs today, we will tell you honestly how much of it can run by itself.