The challenge
A Bangalore-based DTC EV scooter brand had 14,200 customers on a 6-month waitlist. Manual WhatsApp updates from a 5-person experience team were inconsistent — some buyers got 3 messages, others got nothing. Drop-off between reservation and final invoice was 28%. First-service compliance was below 60%, killing battery warranty economics.
How we deployed
- Built a stage-based WhatsApp Business journey — reservation, KYC, financing, delivery slot, registration, first-service.
- Auto-collected and validated KYC docs (Aadhaar, PAN, address proof) with a multi-modal extraction agent.
- Generated personalised delivery-slot calendars per city based on hub capacity and buyer ZIP.
- Synced every waitlist event into HubSpot with delivery-readiness score and risk flags.
- Triggered a service-onboarding sequence at delivery + 25 days to lock in the first warranty visit.
What changed
- All 14,200 waitlist customers received consistent stage-based communication for the first time.
- Booking-to-delivery cycle compressed 38% across the active reservation pool.
- Pre-delivery drop-off fell from 28% to 14% inside two quarters.
- First-service compliance climbed to 92% — directly protecting battery warranty unit economics.
- Experience team reallocated to high-touch HNI and corporate fleet enquiries.
"Our waitlist used to feel like a black hole between booking and delivery. Now every customer knows exactly where they are and what comes next — and they actually show up for the first service."
— VP Customer Experience · EV Brand