A real-feel walkthrough of a typical day at a UK franchised workshop. Where Otto picks up, where your advisors take over, and what changes for the team.
Customers are at the desk handing over keys. Two advisors taking notes, one on the phone. The other lines are ringing — and Otto is answering them.
A customer rings to confirm her courtesy car is ready for pickup. Otto checks the booking, confirms collection from 9:30, offers a same-day text reminder. Done.
Your advisors stay with the customer in front of them. Otto handles the eight calls that used to ring out before 9am.
Each morning Otto pulls customers due an MOT or service from your DMS. WhatsApp first — that's where customers actually reply. If no answer, a polite voice call later in the week.
Today: 84 customers reached out to. Thirty-two replies. Eighteen booked, mid-conversation, into Saturday and next Tuesday's diary.
Reception used to mean to "get to the MOT list this afternoon." It never happened. Now it runs every morning, on its own.
A new customer rings, found you on Google. They want a brake job quoted and a courtesy car. Your two on-shift advisors are both with customers at the desk.
Otto picks up. Logs the registration. Checks service history (none — new customer), confirms what the work involves, finds a slot Wednesday with a courtesy car, books it.
This call would normally have been a missed-call voicemail. The customer would have phoned the next workshop. Instead — a booked job, in your diary, before lunch is over.
Three bays sat half-empty today because customers didn't show. Otto called each one. Friendly, brief, no shame attached. Most rebooked on the spot.
When a tech finishes early next morning and there's a free hour, Otto offers it to a customer waiting on a parts arrival. Bay full again by 11.
Bays full. Techs not idle. Revenue per RO climbing — without anyone on reception lifting the phone.
A customer who works shifts gets time to look at the website at 9pm. The chat widget greets them. Otto books a service for next Tuesday and confirms by WhatsApp.
By the time you walk into work the next morning, that booking is in your diary alongside six others Otto handled overnight.
Roughly a third of bookings now come in outside opening hours. None of them used to. None of them needed a person.
Otto writes back to your DMS — but it also keeps a richer customer view on its own. Vehicle, history, recent calls, journeys the customer is in, the last recording, and what Otto did about it.
Anger, complaints, a job Otto isn't sure about, anything outside the rules you set — Otto stops, summarises the call, and warm-transfers to a service advisor with the context already typed up.
Any sign the customer is upset, Otto hands off immediately. No scripted "I'm sorry to hear that" — straight to a person.
If a customer asks about something Otto hasn't been trained on (warranty edge cases, unusual diagnostics), it asks for a callback and books one with the right advisor.
"Always transfer fleet customers." "Hand off after 3pm Friday." Whatever you set, Otto follows. You see the rules in plain English, you change them in plain English.
A 20-minute demo on a real-feel call. We'll use your service types, your tone, your diary.