Profile Nout is a leading Profile dealership with multiple locations. Dozens of telephone calls come in daily: customers who want to book a workshop appointment, have questions about the status of their vehicle, or want their tyres changed for the new season. Outside office hours, the phone went unanswered — until Eva arrived.
The challenge
The workshop planning at Profile Nout runs on Gaston, a specialised workshop system with customer data, vehicle information and the full agenda planning for all mechanics. Customers who called outside opening hours received no answer. And even during busy periods during the day, the phone quickly overloaded, leading to missed appointments and frustrated callers.
The wish was clear: an assistant who always answers the phone, immediately recognises customers, and can independently schedule appointments without the intervention of a staff member.
The solution: Eva
Together with Profile Nout, Ipster built Eva: a digital receptionist that is fully integrated into the daily operation of the dealership group.
Direct connection with Gaston
The heart of the solution is the fully custom-built integration between Ipster and Gaston. As soon as a customer calls, Eva automatically looks up the caller in the workshop system. She sees the licence plate, service history and open work orders — exactly the information a staff member would also consult.
What Eva handles independently
Eva answers every call and asks the customer how she can help. She handles the following matters completely independently:
- Scheduling workshop appointments Eva looks at the live calendar and books directly on an available time slot
- MOT and maintenance she gathers the right details and schedules the service based on available capacity
- Tyre changes seasonal switch or repair, Eva arranges it and checks whether the right materials are available
- Vehicle status enquiries customers who want to know when their car will be ready receive a direct answer based on the current workshop status in Gaston
- Sending confirmation email after every appointment made, Eva automatically sends a neat confirmation email with all the details
Transferring when needed
Not every question is for Eva. In complex situations, complaints or questions that require human judgement, Eva politely transfers the customer to the right staff member. She passes along context so the staff member does not have to ask all the information again.
Available 24/7 — even for breakdown calls
One of the most valuable aspects of Eva is her availability outside office hours. When a customer is stranded by the roadside in the evening or at night, Eva picks up the phone. She registers the situation, looks the customer up in Gaston and arranges the right follow-up — whether that is an emergency number, a referral to roadside assistance or an appointment for the next morning.
Profile Nout doesn't have to lose sleep over it.
The results
- 100% reachability not a single caller ends up at voicemail anymore
- Less call pressure on staff routine appointments are fully automatically scheduled
- Higher customer satisfaction customers are helped immediately, even outside opening hours
- Seamless integration Eva works directly in Gaston, without duplicate registration or manual handover
- 24/7 available even on weekends, public holidays and in the middle of the night
