CUSTOMER STORIES/MARUTI SUZUKI (PREMSONS)

20% increase in vehicle bookings and 10% more test drives across 50+ outlets

Awadh PoddarJoint Managing Director, Premson Motors

|3 MIN READ|

INCREASE IN VEHICLE BOOKINGS20%

MONTHLY INQUIRIES MANAGED3,000+

MONTHLY SERVICE VOLUME8,000+

AT A GLANCE

The Story

Premson Motors, a division of the Premford Group, is the leading automobile dealer in Ranchi, Jharkhand, representing flagship brands including Maruti Suzuki (Nexa & Arena), JCB, and Ather. With a legacy spanning 115 years in Jharkhand and over 20 years in the automobile sector, the group operates more than 50 outlets.

Driven by the motto “Customer is God”, the group has earned over 20 top national awards for customer satisfaction. Joint Managing Director Awadh Poddar recognised the importance of WhatsApp and adopted DoubleTick to empower every dealership with Multiple Official WhatsApp API numbers, controlled centrally.

CHALLENGE 1

Lack of Governance over 8+ Outlets

With multiple showrooms and hundreds of Sales agents, communication was fragmented. Management had no visibility into what was being discussed on individual agents’ WhatsApp numbers.

MULTI-WABA SOLUTION

Unified Brand VoiceThe Group standardised communication from multiple showroom-specific Official WhatsApp business numbers.

Auditability PotentialProvided a foundation for AI-based auditing to monitor hundreds of executives’ sales conversations.

Centralised Data FlowCreated a single source of truth for 3,000+ monthly inquiries.

CHALLENGE 2

Systematic Lead Engagement at Scale

Traditional communication channels were failing; customers were no longer reading SMS. Phone call follow-ups were unanswered, and generic WhatsApp messages were not replied to.

MULTI-WABA PERSONALISED ENGAGEMENT

Immediate TouchpointAutomated “Welcome” messages from the Dealership’s WhatsApp handle ensure 100% engagement for all new inquiries.

Personalised Drip CampaignsAutomated drip marketing from the Dealership’s number promoted USPs, achieving up to 10% engagement.

“Communication would break down with customers if we stopped today; it would be catastrophic. People don’t want calls for reminders anymore—they want to see information at their own pace on WhatsApp.”

Awadh Poddar

Joint Managing Director, Premson Motors

CHALLENGE 3

High Service Leakage and Workshop Churn

Despite selling thousands of cars, only 40% of customers returned to Premson’s workshops for service. The remaining 60% were lost to local garages.

SEGMENTED RETARGETING

Segmented MessagingCreated distinct buckets for different types of “lost” customers, driving additional 3% recapture on service offers.

CHALLENGE 4

Inconsistent Pitching and Product Education

If 100 agents call 100 customers, they provide 100 different explanations. This lack of uniformity led to missed details about accessories, finance options, or features.

STANDARDISED WHATSAPP JOURNEYS

Standardised CollateralCurated pre-drafted messages and product videos ensure consistent communication.

Finance & Accessory IntegrationAutomatically shares finance options and accessory lists after a booking is made.

CHALLENGE 5

Managing Insurance Renewals at Scale

Managing insurance renewals manually for thousands of vehicles was inefficient. Customers needed multiple reminders and follow-ups.

AUTOMATED INSURANCE RENEWAL WORKFLOWS

Early OutreachReminders sent 7 days in advance, then follow up every alternate day with payment options.

High EngagementUp to 9% renewals got automated with WhatsApp reminders.

MEASURABLE IMPACT

What changed after DoubleTick

3,000+ leads processed every month via personalised automations.

3,000+MONTHLY INQUIRIES MANAGED

8,000+ vehicles serviced using automated WhatsApp reminders.

8,000+MONTHLY SERVICE VOLUME

Up to 10% of prospects click interactive buttons like “Book Test Drive.”

10%INTERACTIVE ENGAGEMENT

20% conversion rate for customers who take a test drive.

20%TEST-DRIVE TO BOOKING RATE

Targeted 3% recapture from the 60% “lost” customer segment.

3%SERVICE REVENUE GROWTH

Awadh Poddar

Joint Managing Director, Premson Motors

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