GreenLane AutoCare: WhatsApp Booking Bot Streamlines MOTs and Servicing
Overview
GreenLane AutoCare introduced a WhatsApp chatbot to simplify how customers ask questions and book MOTs and servicing. The bot recognises returning customers by their phone number, looks up their vehicles and past work, offers available times, confirms bookings, and keeps customers updated while their car is in the workshop. It also shares MOT results the moment they are recorded. The result is a faster, friendlier customer journey and a smoother day for the workshop team.
Why WhatsApp
- No apps to download: Customers use the messaging app they already have.
- No new logins or passwords: Their phone number is all that’s needed to pick up their history.
- Personal, familiar experience: Conversations feel natural, available 24/7, and fit into customers’ daily lives.
What customers can do in minutes
- Ask about services: Clear explanations of MOTs and standard services, what’s included, and how long it takes.
- Get car-specific guidance: The bot uses in-depth automotive know-how to help with common issues (warning lights, service intervals, unusual noises) and advises when a physical inspection is needed.
- Be recognised instantly: Returning customers are identified by their WhatsApp number, so the bot can see their vehicles and previous visits.
- See prices for MOTs and standard services: Transparent costs upfront for these items. For any additional work, it explains that a technician will inspect the vehicle and provide a quote before proceeding.
- Book MOTs and servicing: Real-time access to the garage’s calendar to offer suitable dates and times, then confirm the booking and share arrival instructions.
- Receive live updates: Status notifications when the car is checked in, being worked on, awaiting approval, and ready for collection.
- Get MOT results: Pass or fail details, with any advisories listed so customers know what to do next.
What it means for the business
- Fewer phone bottlenecks: Routine questions and bookings are handled automatically, freeing staff for complex tasks and in-person customers.
- Higher booking conversion: Instant replies and clear pricing for MOTs/standard services reduce drop-off and encourage timely bookings.
- Better diary utilisation: Real-time scheduling reduces gaps and double-bookings, improving workshop throughput.
- Accurate customer records: Matching by phone number keeps vehicles and histories tidy without extra admin.
- After-hours coverage: Customers can book or reschedule anytime, while the team reviews confirmed appointments each morning.
- Proactive communication: Automated status updates reduce “just checking” calls and improve satisfaction.
Respecting quoting boundaries
The bot shares clear prices for MOTs and standard services only. For everything else, it sets the right expectation: a technician will inspect the car and provide a quote before any additional costs are approved. This builds trust and prevents misunderstandings.
Simple staff workflow
Service advisors arrive to a clean, confirmed diary with customer and vehicle details complete. If plans change, the bot offers rescheduling options and updates the calendar. Advisors can trigger status updates with a tap during check-in, while-in-bay, and ready-for-collection stages, keeping customers informed without extra phone calls.
Results
- 35% fewer inbound calls about routine questions and availability.
- 22% increase in online bookings for MOTs and standard services within eight weeks.
- 18% fewer no-shows thanks to reminders and easy rescheduling.
- Faster turnaround from clearer diaries and fewer interruptions, improving overall customer satisfaction.
Example Conversations
Below are some example conversations between a user and the chatbot, whilst fictional, they have been generated by the same AI that powers the chatbot and represent realistic interactions.
1. Returning customer books MOT; bot identifies them and vehicle, confirms price, offers slots, books, sends instructions, and later reports PASS with advisories.
Hi, can I book an MOT please?
Good morning, Alex! Welcome back to Riverside Auto. I’ve found your 2017 Ford Focus (AB17 CDE).
Our MOT price is £49. Live availability:
- Today 15:30
- Thu 10:15
- Thu 13:45
- Fri 09:00
Which suits you?
Tomorrow 10:15 works.
Great—you’re booked for MOT on Thu at 10:15 at Riverside Auto, 49 High St.
While-you-wait is available (Wi‑Fi and coffee). Any issues or warning lights to flag?
No issues. I’ll wait. Need to bring anything?
Perfect. Please bring:
- Keys and locking wheel nut key
- Arrive 5–10 minutes early
- Remove bulky child seats or make them accessible
- Clear the boot for access to spare, jack, and belts
- Screenwash topped up; tyres near placard pressures
- If your address changed since last MOT, bring V5C
Pay £49 after the test. We’ll message you with updates.
Here now, just checked in.
Thanks, Alex—your Focus is checked in. The test will start around 10:20 and takes about 45 minutes. I’ll update you as we progress.
MOT result: PASS.
Advisories:
- Front tyres 3mm on inner edges—monitor; consider alignment
- Rear brake pads approx. 5mm
- Minor corrosion on exhaust clamp
Certificate ready; next MOT due in 12 months. Your car is ready for collection at reception. Total today: £49. Want a quote for tyres or pads? We won’t proceed without your approval.
2. New customer reports amber engine light and front knocking. Bot advises safety, explains likely causes, and books a diagnostic with pricing clarity.
Hi, my dashboard warning light came on and there’s a knocking noise from the front when I drive. Can you help?
Hi, you’re through to Oak Road Garage. I can help.
I don’t see this number in our records—are you a new customer?
Is the warning light red or amber, steady or flashing? If it’s red, please stop driving. If amber, drive gently.
What’s your reg and car model? I can book a diagnostic today 4:30 pm or tomorrow 10:15 am / 2:00 pm.
Note: MOT and standard service prices are fixed. Any repairs are quoted after inspection—no surprises.
First time using you. The light’s amber (engine symbol), not flashing. Car is 2015 Ford Focus, reg AB12 CDE. Knock happens over bumps and at low speeds.
Thanks, and welcome!
Amber engine light + front knock suggests two issues: engine management (e.g., sensor/misfire) and a suspension part (drop link/anti-roll bar bush/strut mount). Keep speeds moderate, avoid potholes; if the knock worsens or steering pulls, stop.
Shall I book a diagnostic? I’ve got today 4:30 pm or tomorrow 10:15 am / 2:00 pm. What’s your full name for the booking?
Reminder: MOT and standard service prices are fixed; any diagnostic/repair work is quoted only after inspection.
Tomorrow 10:15 works. I’m Alex Turner. Can I wait while you check it?
Booked: Alex Turner, Ford Focus (AB12 CDE), diagnostic tomorrow 10:15.
Plan: initial road test and checks (about 30–45 mins). You’re welcome to wait in our lounge. If we need more time, we’ll call first.
Costs: MOT/standard services are fixed. Any diagnostic/repairs will be quoted and approved by you before work starts.
Could you share an email for the confirmation?
Sure—alex.t@example.com. Thanks!
Confirmation sent to alex.t@example.com. Please bring the locking wheel nut key just in case.
Drive gently to us; if the light turns red, flashes, or the car drives poorly, stop and call recovery.
See you tomorrow at 10:15 at Oak Road Garage reception. Any questions, just reply here.
3. Customer books back-to-back services for two cars. Bot identifies them, checks history, proposes slots, confirms, and sends separate reminders.
Morning! We’ve got two cars and want services on the same day if possible. Can you help?
Hi Alex — I’ve found you from your number. Vehicles on file:
- 2019 VW Golf (AB12 CDE)
- 2021 Toyota RAV4 Hybrid (XY21 ZZZ)
Service status:
- Golf: last full service 11 Oct 2024 (47,120 miles). Due now.
- RAV4: last service 15 Nov 2024. Due soon; we can do early.
I can offer back-to-back on Wed 8 Oct: 08:30 and 11:00. Standard service: Golf £199; RAV4 hybrid £219. No extra work without your approval. Want these?
Yes, that’s us. Those times work — can the Golf go first? Also, any courtesy car available?
Great — I’ve placed a hold:
- Golf: Wed 8 Oct, 08:30–10:30
- RAV4: Wed 8 Oct, 11:00–13:00
We have a courtesy car for the morning if needed, or a lounge with Wi‑Fi and coffee. Any issues you’d like us to check? We’ll stick to standard service pricing unless we find anything, then we’ll quote before proceeding.
The Golf pulls left under braking. RAV4’s fine. We’ll wait in the lounge, no courtesy car needed.
Thanks — noted: Golf pulls left under braking. We’ll inspect brakes, tyres and alignment during the service. No additional work will be done without a quote and your go‑ahead.
Please reply “Confirm both” to finalise the bookings.
Confirm both, thanks.
Confirmed — both bookings are now set for Wed 8 Oct.
- Golf (AB12 CDE): 08:30–10:30 — Ref GOLF-1008
- RAV4 (XY21 ZZZ): 11:00–13:00 — Ref RAV4-1100
We’ll send separate reminders and arrival instructions for each. Anything else I can arrange?
Reminder — Golf (AB12 CDE)
- Date/time: Wed 8 Oct, 08:30. Price £199.
- Arrive 5 mins early via Acorn Rd entrance; park in Bay 1; hand keys at reception.
- Bring locking wheel nut and service booklet.
- We’ll message status updates and ping when ready.
Reminder — RAV4 Hybrid (XY21 ZZZ)
- Date/time: Wed 8 Oct, 11:00. Price £219.
- Arrive via Acorn Rd; park in Bay 2. Hybrids kept in HV-safe bay.
- Bring locking wheel nut; we’ll reset hybrid service counters.
- We’ll update you during the job and confirm collection.
4. Late-night reschedule: bot identifies customer, offers later-week slots, moves service to Friday 09:00, sends confirmation, updates diary.
Hi, sorry it’s late. I need to reschedule my service booked for tomorrow morning.
Evening, Jamie. I’ve found your booking via your number: Full Service at 09:00 tomorrow for your 2017 VW Golf (AB12 CDE). No problem—let me check later‑week availability now.
Thanks for waiting—here are the next available slots this week:
- Wed 10:45
- Thu 14:15
- Fri 09:00
Reply with your choice. Price is unchanged; if anything extra is needed, we’ll quote before doing work.
Friday 9:00 works for me, please move it.
All set. I’ve moved your service to Fri 09:00. Reference: GS‑48217. Drop off from 08:30; we’ll text updates and aim for same‑day collection.
Fresh confirmation sent. View/manage: booking link. The workshop diary’s updated—team will see it first thing.
5. User upset about failed MOT. Bot lists failures/advisories, explains next steps, books inspection and retest, reiterates inspection-before-quote policy, sends status update.
Hi, do you have my MOT result yet? I really need the car today.
Hi Alex, I’ve pulled up your VW Golf (AB12 CDE). I’m sorry—it didn’t pass the MOT.
Fail items:
- NSF brake pads below 1.5mm (dangerously low)
- OSF tyre: cord exposed
- Headlamp aim too high
Advisories:
- Slight play in rear drop link
- Surface corrosion on brake pipes
Next steps: we can do a 20–30 min inspection to confirm parts and send a quote for approval before any work. I can also reserve a retest for 15:30 today or tomorrow morning. Want me to book the inspection?
What? It was serviced here in March! How bad are the brakes? Just give me a fixed price to sort them.
I know that’s frustrating, especially after the March service. The MOT records pad thickness only; to price brakes we must check disc wear, calipers, and sliders.
Our policy: inspect first, then we send a no-obligation quote, and nothing happens without your approval. If we do the repairs here, the retest is free within 10 working days.
Shall I book you for 11:30 today? It takes about 20 minutes.
Fine. 11:30 works. Can you also check that tyre?
All booked for 11:30 with Liam. We’ll assess the front brakes, the OSF tyre, and adjust headlamp aim if approved. I’ve pencilled a retest for 15:30.
Please reply YES to authorise a visual inspection to prepare the quote (no charge). If you’re waiting, reception has coffee; otherwise drop the keys and we’ll message updates.
YES.
Thanks—confirmed. On arrival, hand keys to reception and mention the 11:30 inspection on the Golf. We’ll update you once checked and send the quote for approval. If approved promptly, we’ll aim to finish repairs and retest today.
Quick update: your Golf is on the ramp now. We’re inspecting the front brakes, OSF tyre, and headlamp aim. I’ll send a detailed quote shortly for your approval.
