Digitalization of a telemarketing call center with browser-based calling, automatic invoicing, and UPS integration — saving 400 hours/month.
400h
Saved / Month
3.5
Months Development
100%
Digital
~1.000 €
Running Costs/Month
A telemarketing call center from Northern Germany (Hamburg) selling products and processing orders by phone. The company wanted to grow but was held back by manual processes: two managing directors spent up to 8 hours daily on order processing.
The management of a telemarketing call center in Hamburg spent up to 8 hours daily, 6 days a week, manually processing orders — roughly 400 hours monthly. Orders, invoices, and shipping labels were created by hand, lead management was paper-based. The company wanted to grow but was completely held back by these manual processes.
There was no digital infrastructure — the entire operation needed to be digitalized from scratch.
After an initial assessment in August 2018 and proposal in September, the project kicked off in October 2018. Two software architects designed and implemented the solution within just 3.5 months, completing it in January 2019.
The platform enables call center agents to make calls directly through the browser (WebRTC via Twilio) with a single click from a digital lead directory. During the call, orders can be captured in just a few clicks — delivery notes, invoices, and UPS shipping labels are automatically generated and printed in the warehouse. Automatic bank reconciliation via the FinTS protocol detects incoming payments, matches them against open invoices, and automatically sends dunning notices for overdue payments.
Technically, the solution is built on a monolithic PHP/Symfony core with microservices for compute-intensive asynchronous tasks (PDF generation, data exports) via a message queue. The total cost of design and development was in the low six-figure range.
The 400 hours/month of manual order processing was completely eliminated. All processes are digitalized: from browser-based calling through order capture with automatic document generation to invoicing, UPS shipping, and automatic bank reconciliation. The managing directors can now focus on growth instead of administration.
Ongoing operational costs are approximately €1,000 monthly.
Staff make calls directly in the browser — from computer, iPad, or smartphone. No separate phone system needed. Digital lead directory with one-click calling.
New orders are captured with just a few clicks and fast article selection — directly during the phone call. Instant transfer to warehouse and shipping.
Delivery notes, invoices, and UPS shipping labels are automatically generated and printed in the warehouse. No manual typing, no errors.
Seamless connection to UPS for shipping logistics. Labels are auto-generated, tracking numbers assigned, and customers notified.
Via FinTS protocol, incoming payments are automatically matched with open invoices. Payment delays are detected, dunning notices sent automatically.
Complete lead management across all devices. Call history, notes, follow-ups, and conversion rates — all digital instead of on paper.
