Kleintierzentrum am Schmelzbach × Manta at a glance
„For us, Manta is a real gain, because we can work with fewer interruptions and more focus.“
Key results:
- Urgent cases handled 7× faster than less urgent requests
- Every inbound call answered and captured in a structured way
- Requests handled by urgency instead of call order
- Far less constant ringing at reception
- Complex referral cases are pre-qualified before the team calls back
You may recognize these challenges too:
- Many complex requests that first need medical and specialist triage
- Uninterrupted ringing in parallel with in-person reception
- Hard to see which case should be handled first
- Frequent interruptions and high stress at reception
Kleintierzentrum am Schmelzbach is a specialist referral centre and handles a large number of complex requests every day. With Manta’s AI phone assistant, the team structures inbound calls, prioritises urgent cases, and reduces the constant interruptions at reception. As a result, the team can handle urgent cases seven times faster than less urgent requests.
Complex requests and constant phone stress
As a referral centre, Kleintierzentrum am Schmelzbach receives many requests where the medical situation, urgency, and required specialty first have to be assessed. At the same time the team looks after pet owners on site and coordinates day-to-day practice operations.
Before Manta, that meant: the phone sometimes rang without a break. Several requests arrived at once and had to be handled in parallel with reception. For staff that meant frequent interruptions and a high stress level. It was also hard to see at a glance which case should be handled first.
“Manta really makes our work much easier. Above all, the constant ringing at reception is gone, which used to be a major source of stress. Calls are pre-sorted according to our individual settings, so emergencies are put through immediately and we can work through everything else by urgency.
That means we can give our full attention to the customers in front of us.”
— Sophie Beyer, Head of Reception
Manta creates a structured process for inbound requests
Today Manta answers every call for the centre first and captures the key details in a natural conversation. Using the workflows defined by the practice, requests are structured and ranked by urgency. Relevant information is then available to the team in a clear overview.
Call time no longer decides on its own when a request is handled. The team can prepare callbacks, align on complex cases in advance, and pull urgent requests forward. As a result, urgent cases are handled 7x faster than less urgent cases.
At the same time the phone at reception rings far less often. Staff can organise their work with more focus and are brought in immediately mainly when their personal or medical judgement is actually required.
“For our customers it is a huge advantage that every call is actually answered and they are told right away that we will get back to them shortly. That largely avoids people calling multiple times.
With Manta we can also read the patient record before we call back, or check something with the vet in charge. That saves us a lot of back-and-forth and makes the workflow much calmer and more structured.”
— Sophie Beyer, Head of Reception
A solution that was built together with the practice
Introducing Manta was a joint process. In close coordination, the centre’s team and Manta worked out the different request types, qualification questions, priorities, and forwarding rules. For a referral centre with complex workflows, it was important to tailor the solution precisely to daily practice.
Short feedback loops and fast responses to feedback were essential. After onboarding, the configuration continues to be developed: new learnings from day-to-day work flow directly into the fine-tuning of the conversation design and the processes.
“Working with Manta has been a real pleasure from the start. Requests and comments were picked up quickly and usually implemented right away. Even when there is an issue, you get feedback immediately and the problem is usually fixed very quickly.
I also like that the product itself is very intuitive. Our staff can use it without much briefing. That matters in day-to-day practice, because we don’t have to spend a long time explaining how something works.
And when we notice that something could run even better, we can raise it directly and then see that this kind of feedback flows into further development.”
— Timo Brauner, Practice Manager
More calm at reception, more focus for complex cases
Manta does not replace the personal contact between the centre and its customers. The AI phone assistant instead makes sure that this contact is prepared, prioritised, and happens at the right time.
For the team that means less constant ringing, better-structured callbacks, and more control over the working day. For pet owners it means their request is captured in a structured way and urgent cases can reach the team’s focus faster.
The collaboration in three points
- Manta answers every inbound call for the centre and captures the key details for the team.
- Requests are structured and prioritised so that urgent cases are handled 7x faster than less urgent requests.
- The solution was developed together with the centre and is continually improved through close coordination and ongoing feedback.
About Kleintierzentrum am Schmelzbach
Kleintierzentrum am Schmelzbach in Wilkau-Haßlau is a specialist centre for small-animal care. Alongside its own patients, the team takes on many complex referral cases and works closely with referring vets and pet owners.