Putting Enquiries in the Driving Seat: How Say Hello Saved Driven 2 Pass 13+ Hours of Admin
In this case study
The Client
At a Glance
Driven2Pass is a small driving school with instructors based across the country. Co-owner Emily Johnson is responsible for handling the enquiries coming into the business, but there was one fairly unavoidable problem.
When you’re teaching someone to drive, answering the phone isn’t exactly an option.
CLIENT
Driven2Pass
FOCUS
Handle enquiries
The Challenge
When Enquiries Can’t Wait
Before Say Hello, Emily reported that Driven2Pass was answering only around 10% of inbound calls.
Potential learners were getting in touch, but the team couldn’t always respond quickly enough. That meant more chasing to collect information, slower bookings and a greater chance of prospects going elsewhere before Driven2Pass could speak to them.
The demand was there. The challenge was making sure the business could capture it without taking instructors away from their day jobs.
What We Did
Introducing Say Hello
Say Hello is Add People’s AI-powered enquiry management platform, designed to help busy businesses capture and manage customer enquiries when they can’t always respond themselves.
At the heart of it is Ella, an AI assistant that can handle incoming conversations, gather key customer information and help businesses keep enquiries moving.
For Driven2Pass, this meant having another way to manage customer conversations. But for Ella to be genuinely useful, she first needed to understand how the business worked.
BUILD KNOWLEDGE
Teaching Ella About the Business
Over time, the team built up Ella’s knowledge of lesson types, pricing, coverage areas, instructor availability and waiting lists. More than 70 additions helped her understand the information needed from prospective learners.
MANAGE ENQUIRIES
Bringing Conversations Together
Calls, texts and website enquiries could be brought together in one place, with Ella gathering key customer information and helping with the initial response.
KEEP THINGS MOVING
Making Follow-Ups Easier
Both team members could see ongoing enquiries and pick up conversations where the other left off, reducing the need for manual chasing and helping keep potential bookings moving.
The Results
Less Chasing. More Time for Teaching.
Within 60 days, Say Hello recorded 1,300 customer interactions, while Ella sent 427 SMS messages as part of the enquiry process.
The new process was estimated to save Driven2Pass 13+ hours of admin time, with Emily suggesting the true figure could be even higher.
Less Back and Forth
The team reported spending less time chasing customers for information and confirming dates, making the enquiry process easier to manage.
Fewer Missed Opportunities
Fewer prospective customers were dropping out of the enquiry process, except where price or availability was the deciding factor.
For a business where the team can’t simply stop a driving lesson to answer the phone, Say Hello has helped turn enquiry management into a much more joined-up process.
The Client's View
Finally, a word from the client:
“Because Ella responds so fast, we’re converting more leads and not losing people to competitors.”
Emily Johnson, co-owner, Driven2Pass.
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