One of Romania’s leading car rental companies, WLC Rent a Car, faced an operational challenge: manually managing 100–150 daily customer inquiries via WhatsApp, a critical channel driving 60% of total bookings. WLC had an established sales workflow, and they approached our team to automate this existing process efficiently using AI.
Our team recommended and implemented the WLC Assistant, an AI-powered WhatsApp chatbot. This solution automated customer interactions, increasing conversion rates (from 32% to 76%) and reducing response times to under 20 seconds.
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WLC Rent a Car is among Romania’s top car rental brands, operating a fleet of over 600 vehicles across 9 major cities and airports. Renowned for customer-centric service, WLC built a robust online presence but found that nearly 60% of total bookings occurred through direct WhatsApp interactions, rather than the website. Maintaining prompt, high-quality responses through WhatsApp became increasingly challenging with scale.
| Pain Point | Business Impact |
|---|---|
| Manual WhatsApp Sales Process | Human agents manually handled 100–150 daily inquiries, leading to inconsistent quality and burnout. |
| Delayed Response Times | Customers waited several hours, significantly reducing conversion rates. |
| Limited Scalability | Growing traffic to WhatsApp channels made manual management increasingly unsustainable. |
| Defined but Unautomated Workflow | WLC had a clear, proven sales process on WhatsApp, but no automated solution. |
WLC needed an experienced technical partner to translate their clearly defined sales process into a fully automated, scalable AI solution—without compromising the quality or effectiveness of customer interactions.
Given WLC’s clearly defined sales workflow and existing use of a specific CRM for WhatsApp management, our role was primarily focused on smoothly integrating our AI solution with their existing tools and processes:
Technical Advisory & CRM Integration:
Our team reviewed WLC’s WhatsApp sales process, existing CRM, and internal workflows to ensure the new AI solution would integrate seamlessly with their current technology stack.
Customized AI Implementation:
We selected an ideal AI framework, specifically tailored to complement their CRM and existing operational practices. This minimized disruption and ensured effortless adoption by the sales team.
Refinement & Alignment:
The assistant was iteratively refined to closely match WLC’s established customer interaction style, booking procedures, and internal team workflows, ensuring a natural transition with minimal internal operational adjustments.
This approach provided WLC with an effective, user-friendly automation solution, perfectly tailored to their team's existing processes and technology stack.
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The WLC Assistant provides a fully automated, conversational sales experience via WhatsApp, exactly replicating the previously manual sales workflow:
| Function | Capabilities |
|---|---|
| Automated WhatsApp Sales | - Conversationally handles inquiries in English and Romanian.- Guides customers through selecting pickup/drop-off locations, dates, car types, and budgets.- Presents available cars and pricing instantly. |
| Integrated Booking Workflow | - Collects customer data (name, contact info, additional requests).- Automatically sends data to WLC’s CRM for follow-up and booking confirmations. |
| Information & FAQ Handling | - Answers common customer questions clearly and consistently.- Provides detailed vehicle, pricing, and terms information accurately. |