As with the Enders Group, 30% of workshop appointments are booked via the FlowLyne telephone AI
About the Enders Group
The Enders Group is one of the leading dealership groups in Germany with 21 dealerships and over 1,000 employees. With a strong presence in Hesse and beyond, the group represents a broad brand portfolio ranging from premium brands such as BMW and MINI, Renault and Kia to the luxury class with Ferrari. With such a high volume of customers, accessibility and service quality are decisive competitive factors.
The initial situation: External call centers reached their limits
Before using FlowLyne, the Enders Group faced a typical challenge in the automotive trade: high call volumes and peak loads.
The company used an external call center to handle the overflow. However, this solution was to be optimized for the future with modern technology.
Better problem solving: offer direct solutions (such as appointment bookings).
more satisfied customers: Some callers' concerns can be fully resolved.
Complete notes: perfect notes enable open issues to be dealt with quickly.
The goal: The Enders Group was therefore looking for a solution that would resolve issues immediately, making it easier for customers to reach them and at the same time reducing the workload on the team.
The solution: FlowLyne phone AI
The recommendation came directly from the industry: another BMW dealer reported positive experiences with FlowLyne's AI solution. As a result, the Enders Group decided to conduct a pilot test at a site with 147 employees.
Implementation: uncomplicated, fast, customized
Concerns about complex IT projects were unfounded. The introduction went smoothly:
Joint definition of AI behavior: During a one-hour set-up meeting, Enders and FlowLyne defined how the AI should handle the various customer concerns and what special features need to be taken into account during the appointment booking process.
Technical connection and training of the AI: FlowLyne took over the complete integration into the existing workshop booking system and the configuration of the AI.
Internal test phase: Before the go-live, the team was able to test the AI intensively and make changes until the behavior was perfect.
It took less than three weeks between commissioning and completion of the AI. Enders invested around 8 hours until the go-live.
The results: Significant relief for the team and continuous availability at over 50% lower costs
FlowLyne clearly exceeded expectations in the first month of the pilot project. The AI not only acted as a switchboard, but also as an active service employee.
1. massive relief (figures from one month and one location)
+5,500 minutes of phone time taken over by the AI.
+500 appointments booked or canceled autonomously (corresponds to 30% of all bookings).
+700 calls qualified and forwarded to the right departments.
+1,000 recalls precisely noted and pre-qualified.
2. cost savings
Compared to the external call center, costs were reduced by over 50%.
3. increase in sales through AI
The AI's ability to actively sell additional services was particularly impressive. When making appointments, the AI proactively offered the "Premium wheel package". The result: an impressive increase of 104% compared to the previous year.
4. transparency and control
The FlowLyne online portal gives the team a complete overview at all times. All calls are listed and open tasks can be managed directly via status updates. The result: no more lost calls.
Conclusion & outlook
The results of the pilot project were so convincing that the Enders Group did not hesitate for long. Just one month after the start, the roll-out to other locations was initiated.
FlowLyne is currently already in use at half of the locations. The scaling process was just as straightforward as the initial setup. For the Enders Group, FlowLyne not only replaces the call center - it creates a completely new level of service and ensures that no call or opportunity is lost.