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Intelligent and consistent patient communication, across every location.
By combining Gelenk-Klinik’s patient-centered care with NFON Cloud Telephony, Queue Monitoring and Contact Center AI-powered VoiceBot, the clinic now delivers faster, more structured, intelligent patient communication across all locations, especially during high enquiry volumes
Smart communication that supports every step of treatment.
As patient communication becomes increasingly digital, reliable access is essential for delivering high-quality care. For Gelenk-Klinik, a fast-growing orthopedic center with over 140 employees across three locations, rising call volumes made it difficult for patients to reach the clinic team during busy periods.
By partnering with NFON, the clinic turned this pressure into a more efficient process: a smart combination of NFON Cloud Telephony, Queue Monitoring and Contact Center AI-powered Voicebot enhances the team with structured, automated intake, enabling consistent availability across all sites. This helps Gelenk-Klinik process requests faster, reduce missed calls and maintain a smooth experience for patients throughout diagnostics, treatment and aftercare.
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Meet Gelenk-Klinik.
Gelenk-Klinik MVZ is a specialist orthopedic clinic in southern Germany, providing diagnostics, surgery and aftercare for patients from Germany and abroad. The clinic combines medical expertise with a clear focus on patient-centered care and high clinical quality. Its continuous growth and commitment to modern, reliable communication support a smooth patient journey through every stage of treatment
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THE BUSINESS challenges
When growth outpaces legacy technology.
As Gelenk-Klinik expanded across three locations and more than 140 employees, its existing communication setup could no longer support daily operations. Frequent technical issues, limited scalability and no remote capabilities made it increasingly difficult for staff to stay connected and maintain reliable access across sites.
At the same time, patient enquiry volumes surged, especially during peak hours and outside opening times. Routine requests such as appointment cancellations, prescription refills and follow-ups had to be handled manually, overwhelming the telephone lines, slowing response times and placing sustained pressure on the team.
In a medical environment where trust and availability are essential, long delays, missed calls and inconsistent reachability weren’t acceptable. Gelenk-Klinik needed communication processes that could keep pace with its growth and ensure patients receive support when they need it most.
A smarter communication setup that scales with demand and supports patients around the clock.
Gelenk-Klinik strengthened its communication processes with a cloud-based setup that brings automation, structure and transparency to patient enquiries. NFON Cloud Telephony provides a reliable foundation across all locations, while NFON Contact Center AI-powered Voicebot automates recurring requests such as cancellations, prescription refills and new patient enquiries. NFON Queue Monitoring adds real-time visibility to call volumes and peaks, helping the clinic manage demand and maintain consistent availability, even outside office hours.
The solution's capabilities include:
Automated request capture and routing
The AI-powered voicebot answers calls, captures routine requests such as cancellations and prescription refills, transcribes patient messages and routes the information directly into the helpdesk, reducing manual work and enabling faster responses.
Smart workflows with full visibility
Each Voicebot interaction becomes a standardised ticket with a form, transcript and audio link. This gives staff clear context, supports accurate routing and speeds up case resolution.
Unified communication, powered by insights
With NFON Cloud Telephony, Gelenk-Klinik connects all locations and devices in a single,cloud-based setup while NFON Queue Monitoring provides full visibility ito call volumes via real-time dashboards for call volumes, peaks and missed calls, helping the clinic adjust capacity instantly.
Shorter wait times. Fewer missed calls. Better support for every patient.
With structured workflows, automation, and real-time monitoring in place, Gelenk-Klinik has dramatically improved service delivery across all locations. Routine requests are managed automatically, processing times are significantly shorter and their teams benefit from clearer workflows during busy periods.
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Partnering with NFON: smart communications built for reliability, structure and scale.
NFON supports Gelenk-Klinik with flexible communication solutions that fit the clinic’s growth, workflows and quality standards. With a reliable cloud foundation, transparent AI-assisted processes and real-time insights, NFON helps the team deliver consistent patient communication while keeping administration simple for the internal IT team.
Intelligent, structured workflows
NFON Contact Center AI-powered voicebot creates standardised tickets with form, transcript and audio, giving staff consistent information for quicker case resolution.
Real-time operational insights
NFON Queue Monitoring provides dashboards for call loads, peaks and missed calls, helping the team adjust capacity and maintain service levels.
Reliable cloud foundation
NFON Cloud Telephony provides a stable, seamless setup across all locations and devices, with configurations managed easily by the clinic’s IT team.
Collaborative partnership and innovation
From day one, botario worked closely with Steinbach’s product and marketing teams, blending technical expertise with deep understanding of seasonal service challenges to create a solution that fits perfectly into the company’s workflow.
Looking ahead: from service bot to knowledge engine.
Building on its success, Steinbach is taking the next step: evolving its chatbot into a proactive knowledge engine that not only answers questions but anticipates them.
By connecting more data sources and deepening the use of Large Language Models, Steinbach aims to provide context-aware recommendations and personalized guidance turning customer support into a seamless part of the pool ownership experience.
Ready to simplify your customer experience with AI?
Discover how NFON and botario can help your organization centralize knowledge, automate communication, and deliver faster, smarter, and more personal support.