Client story · Staedion
Every tenant call answered, first time
With a digital receptionist on the main line.
Staedion puts 46,000 homes on one phone line. Each tenant call is understood and sent to the right team or contractor in under a minute.
A broken boiler, a blocked drain, a question about rent: Staedion’s tenants call one number for all of it, but the work sits with two internal desks and five contractors. Sam makes sure each call lands with the team that can actually help.
46,000
homes on one phone line
7
teams and contractors Sam transfers to directly
2
languages, Dutch and English
Industry
Social housing
Team
Customer Service
Markets
The Netherlands
Scale
46,000 homes
Agent
Sam
What the agent does
Understands the request, asks one follow-up question, transfers the call to the right team or contractor
Channels
Phone (Dutch and English)
The challenge
One phone number, seven places a call can belong.
Staedion manages around 46,000 homes in The Hague region. Tenants call the same number about everything, from a broken boiler to a question about their rent.
Behind that number, the work is split between Staedion’s customer service desk, its repairs desk and five contractors, each with its own line. A caller who reached the wrong one had to be transferred again, or gave up. Many tenants aren’t native Dutch speakers, and a traditional phone menu made that harder, not easier.
The solution
Meet Sam, Staedion’s digital receptionist.
Sam answers every call on the main line and lets tenants explain what they need in their own words, in Dutch or English. One follow-up question is usually enough to know where the call belongs.
For heating and ventilation, the right contractor depends on the address, so Sam asks for the postcode and house number before transferring. If a tenant reports a gas leak, Sam gives the safety instructions first. Outside office hours, Sam doesn’t send callers to an empty desk: it tells them when the team is available.
