He calls at 9.12 am. Someone picks up.
Hands full, a customer in front of you, a job in progress. He's calling, and he wants a date. Someone answers, takes a note, tells him when you'll call back. And you call back.
Tuesday, 9.12 am: he calls Maison Maurel
"Maison Maurel, hello! Mr Maurel is out on a job, I'll take your request. What's happening?"
"Hello, my hot water tank has stopped working since this morning. Not a drop of hot water."
"Right. Is it an electric or a gas tank? Do you know roughly how old it is?"
"Electric, about twelve years old. But I leave for work at 10 am."
"No problem. What name, please?"
"Girard, Thomas Girard."
"Thank you, Mr Girard. Mr Maurel will call you back before 12.30 pm on this number, the one ending in 47, to arrange his visit. Have a good day!"
Call ended · 2 min 10
He's no longer looking for anyone
9.15 am: the summary lands in your pocket
He calls at 9.12 am,
someone picks up.
He'll never tell you he called
- 01It rings twelve times, nobody, and nothing tells him what time you can be reached
- 02He gets a full voicemail: he can't even leave his name
- 03He leaves his number on the answerphone, and nobody calls him back
- 04You pick up mid-service and tell him to call back: it's still him doing the calling
- 05He gets a keypad menu, press 1, press 2, and never reaches anyone
Broken since this morning. Must be at work by 10 am. Call back before 12.30 pm.
9 h 12Three lines read before dialling. You ask nothing again.
11 h 05You decide, step by step, what you hand over
Here's a Maison Maurel customer's Tuesday morning, step by step. For each one, say whether it goes through Atlas® or stays as it is today, then run the simulation to see what he experiences.
Someone picks up, and he knows who he's talking to
Someone picks up on the third ring: he knows straight away who he's talking to.
He explains his problem just once
He explains his problem just once, in his own words, and nobody makes him repeat it.
He's given a time, not a maybe
He's given a precise time, before 12.30 pm, and his number confirmed.
You call him back yourself
Three lines to read between two appointments: his name, his problem, his number. It really is you on the phone.
Whatever your volume
Book an assessmentFrom €990 excl. VAT set-up fee, one time only
Indicative estimate, not a firm price: the exact rate is agreed with you at the assessment.
Does this module speak to you? See what it does with your figures.
Eight minutes, and he's with the competitor
It's not a day that's at stake, it's a quarter of an hour, seen from his side.
Six rings, then the answerphone. He hangs up without speaking.
Still nothing. He has no idea whether you're open.
Someone else answers him. He gives his name. He's lost to you.
You call back. He's already booked elsewhere, at 2 pm.
Someone picks up on the third ring and listens to him.
He doesn't need to call back. His problem is already noted.
He's stopped looking. He knows he'll be called back before 12.30 pm.
You read three lines: his name, his request, his time. You call back informed.
Three reasons, three different stakes
He has the time, not the will to push. With no answer, he opens the next listing and takes the slot he's given.
A leak, a breakdown, a jammed shutter. He calls three numbers in five minutes and goes with the first to pick up.
Since 11 August 2026, your prior consent is required for sales calls. Those calls are screened out, you no longer stop work for them.
A reception, not a stand-in. What's taken care of is the call and the message. The diagnosis, the price and the firm appointment stay with you. No automated menu: 53% complain about it. He knows he's speaking to reception: 72% would otherwise feel deceived. If he insists, he's put through to you: 90% prefer a human.
can no longer stand automated answers that miss the question
cite waiting on the phone among what they no longer want
cite not being able to talk to someone
Observatoire des services clients 2025, Ipsos bva for Élu Service Client de l'Année, 5,000 people in five countries, fieldwork until 7 September 2025. Irritants: Ipsos bva for Tersea, 1,000 French people, September 2025.
What the phone that answers brings you
Three missed calls a day, fifteen a week. All sixty leave with a reason and a call-back time.