The challenge: A relentless pipeline with no room to breathe

FXBC provides printer, toner, and telephone services to SMEs right across Australia, with a strong base along the Mid North Coast. Every service call meant the same manual process: answer the phone, capture the customer's details, take down serial numbers, document the fault, log an error code, create a job, and move on to the next one. With 350+ active customers, that pipeline was relentless. Each call took around 10 minutes once you factored in wrap-up and manual data entry, and the workload demanded a full-time service coordinator just to keep up.
The problem wasn't quality of service. FXBC's team knew their customers well. The problem was scale. Every minute spent on admin was a minute not spent on resolution, and every missed call was a customer left waiting.

The solution: An autonomous agent from the first ring to the job being created

Thrumble AI stepped in as FXBC's autonomous service agent, handling inbound calls end-to-end without a single human operator in the loop.
From the moment a customer calls, Thrumble captures who they are, what device they're calling about, and what's gone wrong. Serial numbers, error codes, and structured fault data are all extracted in real time during the conversation. No post-call admin. No manual logging. No lag between the call and the job being created.
The AI doesn't just answer the phone. It listens, asks the right questions, captures the right data, and initiates service resolution before the caller has even hung up.

The results: The numbers speak for themselves

• 1,005 inbound calls handled autonomously, every single one without a human agent picking up the phone.

• 350+ unique customers served across the Mid North Coast and FXBC's broader national network.

• 76.6% caller engagement rate. More than three quarters of callers actively progressed through to a service outcome, not just an answer.

• 450+ serial numbers captured and logged automatically. Data that previously required manual entry on every single call.

• 364 technical issues documented with structured fault data pulled in real time, plus 73 error codes captured verbatim from callers.

• Average handling time dropped from ~10 minutes to just 1 minute 14 seconds: an 8x improvement end-to-end.

• Service resolution now starts the moment the call happens, not after a coordinator finishes writing it up. That alone has delivered 2x faster service resolution from call to job creation.

The commercial impact: $100K saved annually. $500K over five years.

FXBC is saving $100,000 AUD per year in staff costs. That's the equivalent of a full-time service coordinator, except this one works 24/7, never calls in sick, and handles every call in just over a minute.
Projected over five years, that's $500,000 AUD in total savings, and that's before you account for the revenue protected by never missing a customer call again.
All of this delivered within 4 months.

8x faster. $500K saved over 5 years. 1,005 calls handled without a single human agent.