Case Study

Mister Lavaggio: How to Achieve Excellence in Car Eco-Washing with WhatsApp and Spoki

Context

Mister Lavaggio, a pioneer in the home car eco-wash franchising in Italy, with a network of over 200 franchisees, faced the challenge of improving communication efficiency and reducing the rate of unpaid installments. The collaboration with Spoki and the use of WhatsApp as the main communication channel marked a turning point in achieving their business objectives.

The main challenge for Mister Lavaggio was to reduce the rate of unpaid installments among affiliates, a problem exacerbated by a low open rate of email reminders. The solution was found in the adoption of WhatsApp through Spoki, which made it possible to effectively send payment reminders, thus improving communication effectiveness.

The integration with the Spoki platform has made it possible to automate the sending of template messages reminding of upcoming payments, positively revolutionizing the management of internal customer service. This approach has led to a 90% increase in efficiency in appointment management, thanks also to the implementation of template messages with interactive buttons for direct engagement with customers.

Implementation and Integration

Through a targeted strategy and the implementation of advanced technological solutions, Mister Lavaggio has adopted a personalized approach in the after-sales service, sending users images of the vehicle before and after washing. This strategy has not only improved brand perception but has also built customer loyalty, offering an unprecedented user experience.

Results:

Sending the reminder 3 days before the installment deadline recorded:

100% message read rate;
25% message interaction;
surprising result: only 1 unpaid invoice in January;
in the month of February we reached 0 bad debts.
Improved customer experience and brand awareness, actively shared by customers on their social channels.

Conclusion

The collaboration between Mister Lavaggio and Spoki, with the strategic use of WhatsApp, has led to exceptional results in terms of communication efficiency, customer service management, and customer loyalty. This success story demonstrates how technological innovation and a customer-centric approach can transform business challenges into opportunities for growth and recognition in the eco-friendly car wash sector.