Novaco launches Nova Messaging: AI-driven bookings and customer service via WhatsApp
- 2,500 bookings per month came through the dealer’s online planner.
- 10,000 appointments per month were booked in total.
- 7,500 customers still picked up the phone.
- The dealer’s capacity was 15,000 appointments per month, leaving significant room for growth.
“This shows us exactly where the focus should be,” said Maarten Bekkers, Founder & CEO of Novaco AI. “Dealers often put their energy into the small percentage of customers who use the website planner, while the vast majority still call. With Nova Messaging, you have the channel that customers are already using daily – and the opportunity to proactively reach them before they pick up the phone.”
With Nova Messaging, when a car is due for service, instead of sending a traditional email, dealers can send a personalised WhatsApp message. Customers can book their appointment within the same conversation — whether it’s for the workshop, the showroom, or a test drive — and the booking is automatically registered in the dealer’s systems.
Beyond appointments, Nova Messaging makes Nova available 24/7 on WhatsApp to handle customer questions about opening hours, stock availability, or service status updates. This reduces phone traffic significantly while ensuring customers receive immediate, accurate responses.
Nova Messaging can also connect with dealer data warehouses and Customer360 platforms. Every day, these systems generate tasks such as calling customers to arrange visits. In practice, only a fraction of these calls are ever made, as dealers simply lack the staff capacity. With Nova’s AI, these customers can all be contacted via WhatsApp, ensuring the conversations actually happen – and the appointments are booked.
In the case of the dealer mentioned above, this means not only reducing the 7,500 monthly phone calls, but also actively working to fill the remaining 5,000 unutilised slots — potentially reaching the full 15,000 monthly capacity.
“This is what we mean by making a real impact,” Bekkers continued. “It’s about shifting focus to where the customer really is, and giving dealers the tools to increase efficiency, reduce phone traffic, and raise utilisation across the entire business. That’s the power of Nova Messaging.”
