AI Receptionist & Followup System
AI receptionist handling inbound calls for Sri Lanka's leading motor and generator repair company, integrated with their Company Brain to answer technical questions, book jobs, and run a full follow-up pipeline ensuring no client is missed.
240+
After-hours calls handled monthly
0
Client jobs missed
30 days
From kickoff to live
3x
Review submissions post-launch
What wasn't working.
Every call that came in after 6pm went to a generic voicemail. The team had no way to know what came in overnight until they opened up in the morning — and by then, some clients had already called a competitor. During business hours, front desk staff spent most of their day fielding the same routine questions: service timelines, collection availability, rewinding costs. That left little room to focus on actual job coordination. Once a job was handed over, clients were left in the dark. They had to call in to find out where their motor was. There was no system, no updates, nothing. And when a job was done, that was it — no follow-up, no maintenance reminder, no check-in.
How we solved it.
We built a Company Brain for Tomson & Sons — a knowledge system that holds their service history, pricing, fault diagnosis guides, and operational knowledge built up over 75 years. The AI receptionist draws from this to handle inbound calls around the clock: answering technical questions, quoting timelines, booking collection slots, and routing urgent jobs to the right person with full context. We also built a client portal where customers can log in to see their job status, expected delivery date, and job history. The entire job management process was moved online — from intake to completion — which cut down on back-and-forth and sped up how fast jobs moved through the shop. Clients and internal teams get SMS and email notifications automatically at key points: when a job is received, when it moves into repair, and when it's ready for collection. Once a job closes, the follow-up pipeline kicks in — a check-in message goes out, a maintenance reminder is scheduled, and if the client is happy, a review request follows.
Key Features
- Voice AI Receptionist
- Company Brain
- Client Job Portal
- Digital Job Management
- SMS & Email Notifications
- Post-Service Follow-Up Pipeline
- Review Collection
Before
Calls after 6pm went to voicemail and sat there until morning. Clients had no way to check job status without calling in. Jobs were tracked on paper and in spreadsheets. The team spent a large part of each day on routine calls and status updates. Post-job follow-up was either manual or skipped.
After
Every call is answered, any time of day. Clients log into their portal to check progress and expected delivery without calling anyone. The team manages all jobs from a single online system and gets notified automatically when something needs attention. Follow-ups go out after every completed job. The front desk now handles coordination, not phone traffic.
"Our clients expect us to be available around the clock — and now we actually are. Every call is answered, every inquiry gets a response, and we're following up after jobs in a way we never had the bandwidth to do before."
Managing Director
Tomson & Sons (Pvt) Ltd
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