Drivim: AI-Powered Automotive Retail

Drivim operates a network of 11 automotive dealerships across Spain, selling cars and motorcycles under multiple brands. Drivim partnered with us to design and deploy an AI assistant embedded directly in WhatsApp and its dealership websites, connected to every core system in real time. The result is a single conversational AI that serves both the commercial team closing deals and the after-sales team retaining customers, with full data context at every interaction.

• 68% faster lead response

• 4,800+ AI conversations / month

• 3 channels WhatsApp, Web & Voice unified

Key Results

• 68% reduction in average lead response time, from hours to under 8 minutes

• 4,800+ AI-handled customer conversations per month across WhatsApp and Web

• 19% qualified-lead-to-sale conversion rate, up from 12% pre-deployment

• 60% reduction in effort for after-sales appointment scheduling

• 75% increase in finance & insurance cross-sell rate

• Seamless integration across DMS, legacy CRM, HubSpot, and call center systems

• One unified AI layer bridging commercial and post-sales departments

Overview

Drivim operates a network of 11 automotive dealerships across Spain, selling cars and motorcycles under multiple brands. Managing commercial and after-sales operations at that scale means dealing with a complex web of interconnected systems: legacy CRMs, a Dealer Management System (DMS), a modern cloud CRM, a call center platform, and workshop management tools. Customer data, vehicle inventory, service histories, and active leads lived in silos, and employees paid the price.

Drivim partnered with us to design and deploy an AI assistant embedded directly in WhatsApp and its dealership websites, connected to every core system in real time. The result is a single conversational AI that serves both the commercial team closing deals and the after-sales team retaining customers, with full data context at every interaction.

The Challenge: Disconnected Systems, Slow Responses, Lost Opportunities

Before the AI deployment, Drivim’s teams faced compounding operational bottlenecks:

• Leads arriving by WhatsApp, web form, phone, and email were routed manually, average response time exceeded 4 hours

• Salespeople had to consult 3–4 different systems to answer a single customer question about a vehicle’s availability, price, or financing options

• After-sales advisors lacked real-time access to service history during customer calls, leading to repeated questions and frustration

• The legacy CRM held years of valuable customer and vehicle data but was incompatible with the modern HubSpot pipeline

• The call center operated independently, with no shared context with the dealership floor

• Competitor vehicle comparisons required manual research, slowing down sales conversations

As Drivim expanded its network, these inefficiencies multiplied. Response delays directly translated to lost sales. Post-sale dissatisfaction impacted repeat business and referrals.

The Solution: One AI, Two Channels, All Departments

The AI assistant deployed for Drivim acts as a real-time intelligence layer that connects every core system and serves customers through the channels they already use. It is not a chatbot that replaces human agents, it is a co-pilot that makes every agent faster and every customer interaction smarter.

1. WhatsApp & Web Integration

Customers interact with Drivim’s AI via WhatsApp Business and an embedded chat widget on dealership websites. Both channels are powered by the same AI engine, ensuring consistent answers and seamless hand-off to human agents when needed.

• Customers can ask in natural language: “Do you have the Honda CB500F in red?” or “When is my service appointment?”

• The AI responds in under 3 seconds, pulling live data from the DMS and CRM

• Conversations are logged automatically in HubSpot, enriching the lead timeline with zero manual input

• Out-of-hours inquiries are handled autonomously, no lead goes unanswered overnight

Over 60% of inbound WhatsApp conversations now reach full resolution without human intervention, freeing agents to focus on high-value sales conversations.

2. Deep System Integration: Bridging Legacy and Modern Infrastructure

The AI’s power comes from its integrations. Rather than asking teams to migrate data or abandon existing tools, the platform was built to connect everything:

Legacy CRM data (customer purchase history, past service records, previous complaints) is bridged to the modern HubSpot pipeline via a custom integration layer. This means the AI can surface insights like: “This customer bought a Seat León in 2019, had three service visits, and their vehicle is now due for a timing belt replacement”, in a single query.

3. Commercial Department: From Lead to Contract, Faster

For the sales team, the AI acts as an always-on assistant that accelerates every stage of the funnel:

• Vehicle interest matching: When a lead comes in, the AI cross-references the enquiry with current inventory in the DMS and surfaces the best-matched vehicles automatically.

• F&I integration: The AI can run indicative financing calculations and present insurance and extended warranty options, increasing F&I attachment rates.

• Competitive intelligence: Sales advisors can ask: “How does the Jeep Avenger compare to our Citroën C3?” and get a structured spec comparison with Drivim’s recommended response.

• Automated data capture: Every AI-handled conversation automatically updates the lead record in HubSpot, no manual note-taking required.

4. Post-Sales Department: Retention Built Into Every Interaction

After-sales is where long-term customer value is built or lost. The AI gives the workshop and customer service team instant access to the full customer lifecycle:

• Service appointment booking via WhatsApp, customers book in under 2 minutes, with real-time workshop availability

• Automatic service reminders and follow-ups sent via WhatsApp at configurable intervals

• Advisors can ask: “What work was done on plate 1234-ABC?” and receive the full service history across all dealership locations

• Open repair orders are surfaced in real time during customer calls, eliminating hold times

• Warranty and recall alerts are proactively pushed to relevant customers

Post-sales teams report a 60% reduction in time spent locating customer and vehicle information, allowing advisors to focus on solution delivery rather than system navigation.

5. Call Center Unification

The call center was previously an island, agents had no shared context with the rest of the business. The AI integration now provides call center agents with a real-time dashboard populated from all connected systems:

• Customer identification on call start, full profile loaded within seconds

• Open issues, last interactions (WhatsApp, web, in-person), and pending repair orders visible on one screen

• The AI suggests next-best actions and relevant FAQ answers to the agent during the call

• All call outcomes are logged back to HubSpot and the after-sales system automatically

Results

After six months of full deployment across all 11 Drivim locations:

What previously required navigating four different platforms, asking a colleague, or keeping a customer on hold is now handled in seconds, by a single AI that knows the customer, the vehicle, and the business.

Why It Matters

In automotive retail, speed and personalization are the two dimensions customers value most. A lead that waits four hours for a response has almost certainly already contacted a competitor. A customer who has to repeat their service history to three different advisors becomes a lost renewal.

By unifying all data sources under a single AI layer, Drivim has transformed both moments:

• Commercial teams respond faster, with better context, and close more deals

• After-sales teams retain more customers through frictionless service experiences

• Management gains full visibility across channels, systems, and locations

• The AI scales without adding headcount, as Drivim grows its network, so does its AI capability

Next Phase

Building on this foundation, Drivim’s roadmap includes:

• Proactive outbound AI campaigns via WhatsApp for seasonal promotions, MOT reminders, and trade-in offers

• AI-powered sales coaching: real-time conversation analysis to surface best practices for sales advisors

• Predictive churn detection: identifying at-risk customers before their service contract lapses

• Voice AI integration: extending the assistant to inbound phone calls at the call center

• Used-vehicle marketplace: AI-driven pricing recommendations for Drivim’s second-hand inventory

The long-term vision: one AI assistant for every stage of the automotive customer journey, from first enquiry to fifth service visit, connected to every system, available on every channel, and personalised to every customer.

Interested in building something similar for your dealership network? Get in touch to explore what AI can do for your commercial and after-sales teams.

“Our sales team now responds to leads in minutes instead of hours, and our after-sales advisors always have the full customer picture at their fingertips.”, Commercial & After-Sales Teams, Drivim