Client story · Hanab
75% lower outreach costs
With an AI agent that confirms installation appointments.
Hanab cut contact costs by 75% and saved 284 workdays of calling. Hassy, its AI agent, calls households to confirm fibre installation appointments, so Hanab’s team only calls the customers who didn’t confirm.
Every fibre installation starts with a confirmed appointment. Confirming thousands of them by hand meant repeated calls, texts and emails. With Hassy, Hanab’s team stopped chasing confirmations and now steps in only where a person is needed.
75%
lower contact costs
284
workdays saved on outreach calls
40%
of customers confirm without a human
Industry
Telecom infrastructure
Team
Customer Service
Markets
The Netherlands
Scale
30,000+ calls handled
Agent
Hassy
What the agent does
Appointment confirmation, questions about the installation, reschedule and cancellation requests, handover to a colleague
Channels
Phone calls, SMS, email
The challenge
Thousands of appointments to confirm, one call at a time.
Hanab installs fibre-optic connections in homes across the Netherlands, and every installation needs a confirmed appointment first.
Reaching one household took three or more call attempts of four to six minutes each, plus SMS and email follow-ups, back-and-forth scheduling and the same questions answered again and again. Most of the team’s time went to chasing confirmations instead of the customers who actually needed help.
The solution
Meet Hassy, Hanab’s digital assistant.
Hassy calls each household ahead of the installation, explains what is happening and reads back the planned appointment. Customers can confirm, ask questions, or ask to move or cancel it in the same call.
A text message lets them know the call is coming, and anyone who misses it can finish by replying to an SMS. Confirmations go out by SMS and email. During office hours, anything Hassy can’t settle is handed to a colleague, and Hanab’s team only calls the customers who didn’t confirm.
The results
Fewer calls, more confirmed appointments.
Hassy took over the repetitive part of outreach. Hanab’s team now steps in only for reschedules and exceptions.
75%
Lower contact costs
Contact attempts now cost a quarter of the original budget.
40%
Confirmed without a human
Nearly half of appointments need no agent at all.
284
Workdays saved
136,170 minutes of calling across 2024 and 2025.
1.5 FTE
Freed for other work
Time the team now spends on the cases that need a person.
30,000+
Calls handled
Up to three attempts per household, at different times of day.
