Autohaus Lutz increases Google ratings and optimizes workshop utilization with hellomateo

The Lutz car dealership has been established in Fürstenfeldbruck since 1975. Today, the team of around 45 employees manages a broad portfolio: new cars from Ford, MG and Nissan as well as used cars of all types. Customers receive the complete range of services from repair and maintenance to the sale of parts and accessories from a single source. With the addition of MG, the car dealership is sharpening its profile towards e-mobility and gaining a modern image that is well received locally.

Prior to the introduction of hellomateo, Autohaus Lutz faced several communication challenges. Customer communication took place primarily via telephone and e-mail and noticeably slowed down everyday service life. Especially when changing wheels, there was a high volume of calls, which bound employees strongly. At the same time, some of the communication was decentralized on the devices of individual sales employees, meaning that information was not centrally available. Requesting Google reviews was often lost in day-to-day business, meaning that even satisfied customers barely left any reviews. At the change of season, the high demand for wheel change appointments led to a busy workshop and longer waiting times, as it was hardly possible to equalize the time of orders. Customer loyalty also involved a great deal of manual effort. Service reminders were sent via email, but proved to be less effective and offered few options for automation or personal communication.

Autohaus Lutz shows how modern customer communication can be measured. With the help of an automated review invitation via hellomateo, the car dealership specifically asks customers for a Google review after the service. New reviews are added week after week. There are now over 600 reviews with an average of 4.6 stars. This improves visibility on Google and Google Maps and creates trust among potential new customers. At the same time, Autohaus Lutz bundles all service inquiries in one central inbox. WhatsApp is the preferred channel; if a mobile number is missing, communication is automatically sent via email. Thanks to integration into the existing system, all relevant master data is available so that customers can be reached at the right time via the appropriate channel. Automated reminders, such as for general inspections or changing wheels, relieve the telephone, distribute appointments more evenly and make everyday workshop life noticeably quieter. The structured approach also pays off in marketing. WhatsApp newsletters about changing wheels sent at an early stage achieve response rates of around 35 percent and help fill vacant workshop capacity in good time. The result is shorter waiting times, better predictability and more satisfied customers. Looking ahead, Autohaus Lutz wants to take the next step and use the hellomateo AI assistant to automatically answer customer inquiries around the clock in the future.

The introduction of WhatsApp as a central communication channel is noticeably changing customer service at Autohaus Lutz. Customers react very positively to the direct, personal contact via messenger. Inquiries are answered more quickly, appointments are easily confirmed and feedback comes with a time delay, without telephone queues or missed calls. This makes for more relaxed processes on both sides. The results are particularly clear when it comes to automated campaigns and service processes. WhatsApp newsletters about changing wheels achieve opening rates of up to 90 percent and response rates of around 35 percent. As a result, workshop utilization can be planned early and peak times are effectively equalized. Waiting times are reduced, free slots are filled in time. Visibility to the outside world is also measurably increasing. Autohaus Lutz is constantly receiving new reviews as a result of the automated demand for Google reviews. Five to ten reviews are added week by week. The car dealership now has over 600 Google reviews with an average of 4.6 stars. This strengthens the trust of new customers and has a positive effect on findability and purchase decisions. Overall, Autohaus Lutz benefits from happier customers, relieved employees and clearly predictable service processes.