Adrem saves over 50% in costs with Watermelon

The challenge

Before partnering with Watermelon, Adrem Limburg used an external agency for their customer service. This agency employed four to five staff members to answer questions via live chat, but this service was only available from 8:00 AM to 8:00 PM. As a result, there were often wait times, and questions were sometimes not answered immediately, negatively impacting customer satisfaction. Moreover, the costs for this service were significant.

24/7 availability and cost savings

Adrem Limburg decided to switch to Watermelon's chatbot, which is available 24 hours a day, 7 days a week. The chatbot, named ‘Adhoc’, was immediately integrated into Adrem Limburg's website, WhatsApp, Facebook, and Instagram, and it automatically answers frequently asked questions from customers, ranging from rental periods to vehicle choices and prices. Additionally, the chatbot speaks all the world's languages, allowing it to efficiently assist every customer, regardless of language. This made the customer service much faster and more efficient, while the costs for customer service were cut by more than half.

'The Watermelon chatbot is always available, never gets sick, and never goes on vacation. This means our customers can be helped at any time of the day, in any language', says Frits, co-founder of Adrem Limburg.

Automation and knowledge base

One of the greatest advantages of the Watermelon chatbot is its extensive knowledge base. The chatbot is equipped with frequently asked questions and legal information, allowing it to often provide faster and more accurate answers than a human employee. Frits recalls a specific case where a customer from Brazil asked if they could drive in the Netherlands with their Brazilian driver's license. The chatbot immediately provided the correct answer without a staff member needing to search for it.

A human touch

Despite being a chatbot, Adrem Limburg finds that customers perceive their interactions with Adhoc as very personal. The chatbot uses appropriate emojis and responds in a friendly and enthusiastic way, which leads to a positive customer experience. This is evident in the creative questions customers sometimes ask, such as whether a hippopotamus is allowed in the rental car. The chatbot always responds politely and with a wink.

Continuous growth and improvement

Since the implementation of Watermelon, Adrem Limburg has seen a constant increase in the use of the chatbot, with a notable 40% of inquiries handled outside office hours. Frits reviews all conversations every two to three days and notes that the number of interactions continues to grow. The chatbot keeps learning and becoming smarter, which further improves the quality of the service. 'The fact that the chatbot handles so many conversations outside office hours is a very reassuring thought for me. It allows me to take a break while our customers are still being helped immediately', says Frits.

Watermelon as a key partner

The collaboration with Watermelon has enabled Adrem Limburg to elevate their customer service to a higher level, resulting in faster and more efficient service and significant cost savings. Watermelon has become an indispensable partner for Adrem Limburg, not only increasing customer satisfaction but also ensuring consistent and reliable service 24 hours a day.