UAE Auto Leader Transforms Sales & Service with AI

About the Client

The client is one of the leading automobile distributors in the UAE. The automotive retail company is UAE’s biggest dealer of brands like Buggati, McLaren, Bentley, JAC motors, Mitsubishi, and more. The company has launched one of the biggest Bentley showrooms in Dubai.

40+ Years

Old Automobile Distributor

$44 Million

Revenue

Business Requirements

The client wanted to provide end-to-end digital service booking, transaction experience and transform entire customer interaction over messaging channels like WhatsApp.
Since the team had to handle a high volume of repetitive support queries and appointment booking over calls, the client wasn’t able to streamline the car service booking process.
The client had to deal with customers’ waiting periods on calls and an increase in support base headcount. This made them lose potential leads and have a higher investment in operational costs.
The automobile distributor had to automate the process of car sales, service, and registration to churn out a good number of profits and achieve higher customer satisfaction.

Solution

The Twixor team built an intelligent virtual assistant to automate service booking and handle customer queries on WhatsApp. The team developed journey flows that consist of 5 use cases to streamline the entire support and booking operations.
The booking bot is integrated with the client’s CRM to access customers’ mobile numbers, and vehicle registration numbers to validate them for each service booking.
In order to maximize sales and marketing efforts, the team configured the usage of videos, Rich cards, and PDF files to deliver product-related brochures, and offers related to service and sales.
With the automation of service bookings, the managers receive real-time notifications and messages directly to their inboxes regarding customer service feedback and appointments. This helps the client to deliver the utmost care and service to customers.
Our team integrated Live agent support to handle queries that are critical and demand the intervention of the support team.