Berry Group: Boosting Bookings with WhatsApp and AI
“Fuzey has genuinely enhanced our workflow across our BMW, MINI, Hyundai and BYD retailers, improving customer engagement while giving us greater transparency into every conversation. We’ve seen a positive impact on aftersales bookings, and the support from the Fuzey team has been outstanding throughout.”Darryl MitchellGroup Marketing Manager · Berry Group
Context
Berry Group runs a multi-site, multi-marque operation, with BMW, MINI, Hyundai and BYD retailers across locations including Chiswick, Croydon, Heathrow, Thames Ditton, Banstead, Cobham and Shield Drive. Its service departments handle a high volume of customers every week. Like most dealer groups, the challenge was not a shortage of contact with customers. It was the shape of that contact.
Service reminders, booking confirmations and follow-ups were spread across calls, letters and disconnected tools. Customers wanted to reach their local team quickly, on the channel they already use every day, and the group wanted one place to see and manage all of it. Running several manufacturers under one roof added another layer, every message had to hold each brand’s tone and standards, whoever sent it and wherever it came from.
Berry had already seen the value of WhatsApp. The goal was to bring the entire service communication cycle onto it, run centrally by the contact centre, while keeping the local relationship between each site’s service advisors and their customers intact.
Solution
Fuzey gave each Berry retailer its own WhatsApp number, so a customer has one number to reach the whole team at their dealership, whichever department they need. Everything then runs in one Fuzey platform. The contact centre sits across all the sites to manage comms centrally, while service advisors at each retailer handle the day to day conversations with their own customers. The group keeps full visibility, and the customer still feels looked after by their local team.
The contact centre owns the outbound cycle. Every Teleservice ticket, booking message and follow-up goes out automatically, on brand, without anyone chasing a list, and any reply drops straight back into the platform for the right person to pick up.
Because it is WhatsApp, customers can reply at any point in the journey. A question about a part, a request to move an appointment, a quick check that they are still booked in, all of it lands in one thread with full context, and the right person answers.
And when a message lands out of hours or asks something routine, Fuzey’s AI answers straight away, day or night. It handles common questions, captures what it needs, and routes the conversation to the right person, so an enquiry at 9pm still turns into a booking rather than a missed call the next morning.
Payments sit inside the same conversation. Customers settle service work over WhatsApp without a separate link or a phone call, which clears invoices faster and takes friction out of collection for the advisors.
Every message follows pre-approved templates built for each manufacturer, so a BMW customer hears BMW and a MINI, Hyundai or BYD customer hears their own brand, with the tone staying consistent across every site and dozens of users. One of the first templates Berry built was a workshop-directions reminder, after a recurring problem with customers arriving at an old site location. Small, specific, and exactly the kind of thing a generic system would miss.
The service cycle
The whole thing runs as one loop, and then it starts again.
Service due. A Teleservice message triggers automatically the moment a vehicle is due, straight to the customer on WhatsApp.
Book. The customer books through a link, or simply replies and books with the team over WhatsApp. Message out of hours and the AI answers straight away and keeps things moving. No hold music, no waiting for a callback.
Confirm and remind. They receive a WhatsApp confirmation and booking reminders as the date approaches, and can reply at any time with a question or to reschedule.
On site. The customer scans a QR code in the dealership to get live updates on their vehicle while it is in the workshop.
On the day. The site’s service advisors manage the day’s conversations directly, answering questions and taking payment over the same thread.
Follow up. After the visit, an automated follow-up goes out to prompt reviews and lift survey scores, and to keep the relationship warm.
Then the cycle begins again at the next service interval, with the whole history already in one place.
Results
Since going live, the numbers show the full service cycle running at scale on one system, across the whole group.
Teleservice triggers and reminders turn service-due cars into booked-in cars, with no manual chasing.
Fuzey's AI answers common and out-of-hours questions the instant they land, then routes them to the right person, so no booking opportunity waits until morning.
Teleservice triggers, MOT and booking reminders, confirmations and review requests, all sent automatically across the group.
Roughly one reply for every five messages Berry sends, so this is a two-way conversation, not a broadcast.
The cycle in numbers: 29,600+ Teleservice service-due triggers, 41,900+ MOT reminders, 36,900+ booking confirmations, 22,100+ booking reminders, and 22,300+ follow-up and review requests. WhatsApp payments are live and rolling out across the sites.
Berry Group didn’t just move service reminders onto WhatsApp. They put the entire service cycle, from the first Teleservice trigger to the post-visit review, onto one platform, with AI answering day and night and the contact centre and local advisors working side by side. The result is a communication loop that turns service reminders into booked-in cars and sounds like the right brand every single time, across BMW, MINI, Hyundai and BYD.
Integrations used
Keyloop
BMW AWP- Bumper
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