Key Issues

Like many automotive dealerships, Worthing Motors faced a growing challenge: declining phone answer rates were making it increasingly difficult to contact customers. Service advisors struggled to reach clients for quote approvals, car collection, and post-service follow-ups.

This contactability problem had a direct financial impact. Stellantis, their OEM partner, offers quarterly rebates based on NPS survey scores and Google review ratings. Without being able to reach customers after service, Worthing Motors was missing out on valuable survey completions and reviews - and the rebates that come with them.

There was also a compliance risk. Staff were resorting to personal WhatsApp accounts to message customers, meaning sensitive customer data lived on personal devices rather than in the business's systems, raising serious GDPR concerns.

Solution

Worthing Motors implemented Cue's WhatsApp Business platform for their after-sales division. The solution covered the entire post-service customer journey:

• Automated service reminders: Customers receive a WhatsApp message 24 hours before their service, with the option to confirm or rebook directly in the chat.

• Service advisor dashboards: Each agent has their own login to the Cue platform, giving the business full visibility and control over every customer conversation.

• Post-service follow-ups: After a service is completed, advisors use WhatsApp via Cue to check on the customer, request NPS survey completion, and encourage Google reviews.

• Centralised communication: All messages are managed through Cue rather than personal phones, ensuring GDPR compliance and keeping customer data within the business.

Cue provided full training and onboarding to ensure all agents were comfortable with the platform. The focus was on improving existing workflows rather than replacing them - minimising disruption while maximising results.

Results

After going live with Cue in September 2025, Worthing Motors saw dramatic improvements by the end of Q1 2026:

• 55% increase in survey engagement: NPS survey returns rose from 111 in Q1 2025 to 173 in Q1 2026, driven entirely by the switch from phone calls to WhatsApp via Cue.

• £5,000 additional quarterly rebate: The increase in engagement directly translated into a significant uplift in Stellantis rebates - a meaningful sum for a dealership operating on 3–5% margins.

• Improved compliance: Customer communications are now centralised and auditable, eliminating the GDPR risks associated with personal device usage.

• No workflow disruption: The team adopted Cue without changing their existing processes, with full training and onboarding support from the Cue team.