Regency Vehicle Finance streamlines admin with a WhatsApp CRM-connected chatbot
Background
Regency Vehicle Finance, a Cheltenham-based car leasing broker, faced a familiar challenge: existing customers needed quick answers about their vehicles and finance agreements, but the questions were varied, detailed, and time-consuming for the team to handle. The company introduced an AI-powered WhatsApp chatbot that delivers fast, reliable answers in natural, human-like language, freeing staff for higher-value tasks.
Why WhatsApp
- No apps to download: Customers simply message the same number they already use.
- No new logins or passwords: Identity is verified using the customer’s WhatsApp phone number.
- Personal, familiar experience: Conversations feel natural and friendly, with instant responses day or night.
What the chatbot does
- Recognises the customer automatically: Matches the verified WhatsApp number to the CRM profile and retrieves the customer’s vehicles, registrations, and finance details.
- Answers common ownership and finance questions: Provides clear guidance on MOT due dates, agreement end dates, mileage allowances, excess mileage implications, maintenance cover, tyre policies, and fair wear-and-tear (including curbed alloy wheels).
- Offers practical motoring help: Supplies make/model-specific basics like recommended tyre pressures and simple troubleshooting for common issues.
- Human-like dialogue: Conversational, empathetic and concise, tailored to each customer’s situation.
- Escalates when needed: If anything requires a human touch—such as complex charges or unusual faults—the bot raises a ticket with Customer Service and confirms that a team member will be in touch ASAP.
Customer experience
- Instant answers, 24/7: No waiting on hold or hunting through paperwork.
- Fully personalised: The bot already knows the customer’s vehicle(s), registration(s), finance terms, and optional maintenance coverage.
- Clear next steps: Whether it’s arranging an MOT, preparing for vehicle return, or checking tyre requirements, customers get simple, actionable guidance.
- Proactive support: The bot can set reminders for key dates such as MOT and contract end, helping customers stay organised.
Business impact
- Fewer routine calls and emails: The team spends less time answering repetitive admin questions.
- Faster resolutions: Most queries are resolved in one interaction, improving satisfaction.
- Consistent, compliant information: Answers are aligned to policy and the customer’s actual contract terms.
- Happier staff and customers: Advisors focus on complex cases and value-adding conversations, while customers get quick, accurate support.
Safeguards and trust
- Verified access only: Sensitive details are shown only when the WhatsApp number matches the CRM record.
- Clear hand-offs: Any uncertain or unresolved issues are routed to a human advisor with a ticket reference and follow-up confirmation.
Result
By meeting customers where they already are—WhatsApp—Regency Vehicle Finance has turned time-consuming admin into a smooth, self-serve experience. Drivers get answers in seconds, and the team gains back valuable time to deliver exceptional service where it matters most.
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. A returning customer asks an MOT due date; bot identifies them, confirms date, sets reminders, gives prep tips, then closes the query.
Hi, when is my MOT due?
Hi Alex — I’ve matched your verified number to your record.
Your VW Golf 1.5 TSI (reg AB12 CDE) shows MOT expiry on 18 Nov 2025.
Would you like me to set reminders for 30 days and 7 days before? I can also share quick prep tips or book our Cheltenham partner garage.
Yes please — set both reminders, and share tips.
All set — I’ve added WhatsApp reminders for 19 Oct 2025 and 11 Nov 2025 and logged this in your account.
Quick MOT prep tips:
- Check all lights, horn, wipers; top up screenwash.
- Tyres: at least 1.6mm tread and correct pressures (see door sticker).
- Clear warning lights; clean number plates; remove windscreen obstructions.
- Bring the locking wheel nut key and make sure the bonnet release works.
Want me to pencil a slot at our Cheltenham partner?
All good, thanks!
Brilliant — I’ve closed this query on your record.
Shout if you need anything else: mileage limits, maintenance cover, tyres, or bookings. Have a great day!
2. Lessee asks about return date and alloy wheel charges; bot checks CRM, explains fair wear, suggests repair, raises a ticket, and books help.
Hi, when does my car go back and will I get fined for curbed alloy wheels?
Hi there! I’ve pulled up your account. Your 2021 VW Golf (AE21 XYZ) with VWFS ends on 28 Feb 2026. Collections usually happen 7–10 days either side.
On alloys: fair wear allows light scuffs under ~25mm with no exposed metal. Deeper kerbing, exposed alloy or flaking lacquer is typically chargeable. Cosmetic recharges are often £45–£120 per wheel (diamond-cut can be higher).
Feel free to send photos and I’ll advise, or I can arrange a free pre-collection inspection. Also see the BVRLA guide.
Two wheels have scuffs about 5–6cm, and I can see some metal.
Thanks—that’s likely beyond fair wear.
Best option: a mobile refurb before inspection. Expect roughly £70–£120 for painted wheels, £90–£150 for diamond-cut (location-dependent). I can: 1) arrange a free pre-collection check, 2) share approved repairers, and 3) confirm potential recharges with VWFS.
Could you send clear photos of each wheel and confirm if they’re diamond-cut or painted?
Yes please, raise a ticket and send me refurb options. I can send photos now.
All set—I’ve raised ticket CS-48721 with Customer Service to liaise with VWFS. We’ll confirm likely charges within 1 business day.
Please drop the wheel photos here and I’ll attach them. I can also get quotes from two trusted mobile refurbishers. Do you prefer tomorrow afternoon or Saturday morning?
Saturday morning works. Do I need premium tyres when I hand it back?
Great—Saturday AM pencilled.
You don’t need premium brands specifically; tyres must match size and speed/load ratings, be same brand across each axle, and have >2mm tread (legal is 1.6mm). No cuts, bulges, or exposed cords.
I can see there’s no maintenance package on this Golf. Want me to include a quick tyre check in Saturday’s visit?
3. Driver asks about tyres and maintenance; bot checks CRM, confirms non-maintained, explains standards, logs advice, and offers sizes and local fitters.
Hi, quick one — do I need premium tyres, and did I take maintenance on this vehicle?
Hi there! I’ve checked your profile: your 2020 Audi A3 (AB20 CDE) is on a non-maintained lease. You don’t need premium-brand tyres, but replacements must meet spec: same size per axle, load index and speed rating the same or higher, E‑marked, keep run‑flat/XL if currently fitted, don’t mix tread patterns on the same axle, legal tread is 1.6mm (change around 3mm recommended). Use a reputable fitter with balancing/valves included. I’ve logged this advice on your record. Want me to send your exact tyre size and some local options?
Yes please — send the sizes and a local fitter.
From your record: 225/45 R17 94W XL (front and rear). Reputable nearby options in Cheltenham include Kwik Fit and ATS Euromaster, both with mobile fitting. I can book for you or text quotes—what do you prefer?
4. User asks about exceeding mileage. Bot checks CRM, calculates overage and costs, suggests buying miles, creates ticket, and arranges advisor follow-up.
Hi, what happens if I go over my mileage?
Hi Alex — I’ve pulled up your BMW 320d (RX22 ABC). You’re on 10,000 miles/year, 36 months (ends 30 Sep 2026).
Logged mileage today: 21,900. Allowance to date: ~19,200. You’re about 2,700 over so far. If you keep the same pace, you’ll finish ~4,100 miles over.
Excess mileage is charged at 8p/mile + VAT (9.6p incl). That’s roughly £395 incl VAT at return.
Options:
- Buy extra miles now (often ~6–8p/mile + VAT, if your funder approves)
- Adjust allowance mid-term
Want me to get an advisor to price a tailored top‑up?
Ouch—can I buy extra miles now?
Likely, yes. Based on your usage, a 4,000‑mile top‑up would cover you. At ~6p/mile + VAT, that’s about £288 + VAT.
I’ve created a ticket (CCH-14382) with your contract, current mileage and projections. An advisor will confirm options and exact pricing.
Do you prefer a call or WhatsApp? Any good time today?
WhatsApp is fine, after 5pm please.
Perfect — I’ve updated ticket CCH-14382: WhatsApp after 5pm. Our Cheltenham team will message you this evening.
Meanwhile, you can track miles here: portal.company.example/mileage. Anything else I can check?
5. Late-evening XC40 tyre warning; bot identifies both cars, gives model-specific pressures, safety checks, raises high-priority ticket, confirms morning callback.
Hi, sorry it’s late. A yellow tyre warning just popped up—can you tell me the right pressures? We’ve got two lease cars.
Evening! You’re fine. I can see two vehicles on your account: 2022 Volvo XC40 T3 (KF21 LZN) and 2023 VW Golf 1.5 TSI (GL23 VHU). Which one’s showing the light? Are you safe—no pulling, thumping, or burning rubber smell?
It’s the Volvo XC40. Feels normal, no noises.
Got it. For your XC40 (on standard tyres), set pressures cold to: Front 36 psi (2.5 bar), Rear 35 psi (2.4 bar). If fully loaded or long motorway run: about 39 psi (2.7 bar) all round.
- Quick look for screws/cuts; if a tyre looks very low, don’t drive.
- If it looks normal, you can top up at a station, then the light may clear after a short drive.
I don’t have a gauge. OK to drive 2 miles to the BP now?
If no obvious flat and it drives normally, a gentle 2‑mile trip is fine: keep speed down and avoid potholes. If a tyre looks squashed or the car wobbles, stop and call roadside assistance.
- At BP: inflate to 36F/35R, check for hissing.
- If the light stays on after a few minutes’ driving, it’ll need diagnostics.
I’ll raise a high‑priority ticket so an advisor calls first thing. What’s your postcode and a good time after 8am?
Postcode GL50 3XX. Morning call is fine—after 8:15 please.
Thanks. I’ve logged Ticket CS-58412: Volvo XC40 (KF21 LZN), TPMS warning tonight, postcode GL50 3XX. A customer care advisor will call you between 08:15–08:45 to arrange checks or mobile tyre support.
For tonight: keep journeys short; avoid motorways until pressures are confirmed. If the tyre loses air quickly, stop somewhere safe and call your breakdown cover.
Perfect, appreciate the help.
Anytime. Message me if anything changes or if the light clears after inflating. Sleep well!
