Overview
Dawlance deployed an AI-powered outbound calling agent that automatically contacts customers after technician visits, collects structured NPS feedback, and syncs data directly into their CRM for real-time service quality tracking.
The system eliminated manual calling, ensured every customer gets heard, and provided instant visibility into service performance.
Problem
Dawlance had a blind spot in service quality. After technicians completed installations or repairs, the company relied on manual follow-up calls to gauge customer satisfaction. Reality: most customers never got called
Human calling teams couldn't cost-effectively reach everyone. Feedback collection was sporadic, inconsistent, and delayed. NPS data arrived too late to fix issues. Manual data entry created errors. Service quality problems went undetected until they became complaints.
The company needed 100% coverage with real-time insights, not random sampling and delayed reports.
Solution
AI Systems developed an intelligent outbound calling agent that automatically contacts every customer within 24 hours of service completion. The AI conducts natural phone conversations in Urdu and English, asking structured NPS questions and collecting detailed feedback.
Responses sync directly into Dawlance's CRM in real-time, eliminating manual data entry. The system identifies unhappy customers immediately, flags underperforming technicians, and surfaces recurring issues for rapid intervention.
Unlike rigid IVR systems, our voice AI handles natural conversations, understands context, and adapts follow-up questions based on customer responses. It sounds human because it thinks like one.
The Results
Dawlance transformed customer feedback from an incomplete, delayed process to comprehensive, real-time service intelligence:
100% Post-Service Coverage
Every single customer receives a follow-up call automatically, ensuring no voice goes unheard and no service issue stays hidden.
Real-Time NPS Tracking
Instant visibility into customer satisfaction trends, enabling rapid response to problems before they escalate into complaints or negative reviews.
Automated CRM Integration
Structured feedback syncs directly into systems without manual data entry, eliminating errors and making insights available immediately to management.
Actionable Service Intelligence
Identify underperforming technicians, recurring issues, and improvement opportunities instantly instead of discovering problems weeks later through complaints.
Conclusion
Dawlance's AI calling agent proves that automation can improve service quality, not just cut costs. By ensuring every customer provides feedback and every data point reaches decision-makers instantly, they transformed reactive service management into proactive continuous improvement.
