A colleague takes over the file
Your colleague is away for two weeks. A client calls with a question about an ongoing process you know nothing about. The history is scattered across email, WhatsApp and someone's memory. You are the one answering the phone.
The situation
Handovers are a structural weak point in any team where client knowledge lives in people rather than in systems. Your colleague is on leave, ill or has left the company. A client is calling. You know something is in progress, but you don't know exactly what — and you don't want to come across as if you don't know who is calling.
The traditional solution is transferring the call, calling back once the colleague has returned, or reading through a long email thread before you call back. None of those options is fast. None of those options is good.
What you do in Klimosa
You open this client's dossier. You see the timeline: every contact moment your colleague has recorded, in chronological order. Then you request a summary. Klimosa reads the timeline and the open tasks.
- The summary consists of at most six sentences.
- Klimosa uses only what is actually in the dossier — no assumptions.
- The summary always ends with the next concrete step, if there is one.
- You read the summary in ten seconds and conduct the conversation with the right context.
What happens next
You conduct the conversation. You note what the client says as a new contact moment on the timeline. If an action point comes out of the conversation, you create a follow-up task — for yourself or for your colleague as soon as they return. The dossier is now up to date.
When your colleague returns, they read the timeline and know exactly what was discussed during their absence. Nothing has been lost, no one needs to be briefed.
The summary is at most six sentences long. It uses only the contact moments and tasks that are in the dossier — Klimosa does not invent context, draws no conclusions beyond the dossier and adds no information that is not in it. If the dossier contains little information, the summary is also short. If there is no next step to name, no invented step is added.
Why this works
The value of a dossier is not in creating it, but in the fact that all knowledge about a client is in one place — and that this place is accessible to everyone on your team, not only to the person who created the dossier. Handover is not an exceptional situation: it is every time someone has a conversation that the previous person did not have.
Example situation — not a customer case. This is the actually implemented flow, not a customer result.