Kleintierklinik Frankenthal × Manta at a glance
„Before Manta, on some days we missed almost half of our customers’ calls. With Manta, no call is lost and our team can handle requests by priority.“
Key results:
- Reachability raised to 100% — no call is lost
- Emergencies recognized and forwarded in about 30 seconds on average
- Callbacks 33% shorter (from ~6 to ~4 minutes)
- Phone-desk stress reduced by 27%
- Requests handled by urgency instead of call order
You may recognize these challenges too:
- Up to 50% missed calls at peak times
- No prioritization — routine requests ahead of emergencies
- Overloaded phone desk and a stressed team
- Callbacks without pre-qualification take too long
Kleintierklinik Frankenthal is one of Germany’s largest small-animal clinics, with around 90 staff, and handles several hundred calls every day. By introducing Manta’s AI phone assistant, the clinic improved reachability, eased pressure on the team, and — thanks to intelligent prioritization — supports optimal care for urgent cases.
The clinic could not keep up with the volume of customer requests
Like many veterinary practices and clinics, the Frankenthal team had until recently been overwhelmed by the high number of calls. At peak times and on especially busy days, the clinic missed up to 50% of its customers’ calls. On top of that, the phone-desk team was stressed and requests were not prioritized.
Requests were handled by time of call rather than by urgency. A nail-trim appointment could therefore be handled faster than an emergency call about gastric torsion.
“It was impossible for us on the phone desk to look after every customer. We could barely keep up, and we could see that our customers weren’t happy.”
— Sigrid Borrmann, Head of Phone Desk
Manta’s AI phone assistant helps the clinic prioritize requests and eases the load on the team
After the initial conversations, it quickly became clear that Manta’s AI phone assistant could meaningfully support the clinic. Manta can take the clinic’s calls around the clock in a natural conversational style, answers common questions, detects emergencies and forwards them automatically. Key details are captured during the call. The AI can be customized to the clinic or practice.
Managing Director Christopher Horbach opted for a pilot of the AI phone assistant. After a joint on-site workshop at the clinic, in which Manta was tailored to the clinic, a two-week trial began. After the trial, the clinic chose to keep Manta permanently.
Kleintierklinik Frankenthal no longer misses any calls, and emergencies can be handled with better prioritization
Since introducing the AI phone assistant, the clinic has raised reachability to 100%, which has clearly improved customer service. Staff on the phone desk can also always see in the Manta dashboard which request is most urgent. Emergencies are recognized intelligently and forwarded straight to the clinic. For less urgent requests, Manta gathers the key information in a natural phone conversation so that a callback is much more efficient.
“Manta takes pre-qualification off our plate. Callbacks take half as long because all the important data is already in the dashboard before we even speak to people and customers are happier because in an emergency they can talk to us directly.”
— Sigrid Borrmann, Head of Phone Desk
As a result, emergency care has improved. Before Manta, many emergencies could not be handled at all because the phone desk at the clinic was busy. Emergencies are now handled by Manta and forwarded to the clinic within about 30 seconds on average.
The team also saves a great deal of time on callbacks. A typical call used to take about 6 minutes — with Manta collecting the information first, a callback now averages just under 4 minutes. Cutting invested time by 33% clearly eases the load on the phone desk. Not least because of that, perceived stress around the phone for staff on the desk and at reception has improved by 27% since Manta was introduced.
“With Manta we can not only provide better and faster emergency care — thanks to improved reachability and more structured work, we also see positive business effects.”
— Christopher Horbach, Managing Director
The collaboration between Kleintierklinik Frankenthal and Manta in three points
- Kleintierklinik Frankenthal uses Manta’s intelligent AI phone assistant to answer its calls.
- Manta prioritizes customer requests, detects emergencies and forwards them straight to the clinic. Key information is captured in a natural conversation and can be viewed and handled by the clinic in a clear dashboard.
- As a result, the clinic was able to improve reachability and therefore customer service, treat emergencies faster, and take substantial pressure off the phone-desk team.
About Kleintierklinik Frankenthal
As a regional hub for all small-animal treatments, the clinic is one of the largest facilities of its kind in the Palatinate. The clinic’s vision is carried by three managing directors; around 90 highly motivated and committed staff keep day-to-day operations running. The clinic’s primary goal is to give animal patients first-class care using modern procedures and equipment.