Case Study: AutoGuru achieves 50%+ call center cost reduction and faster, higher-conversion bookings with Twilio

Autoguru Revs Up Customer Care With Twilio

AutoGuru, a Queensland-based online marketplace that lets car owners compare personalised repair quotes from more than 1,600 vetted mechanics, built a data engine covering 97.3% of Australian vehicles. The company struggled with a fragmented customer-facing stack—separate CRM, call center and chat systems—which meant agents could only contact 300–400 of 2,000+ daily leads, producing low booking conversion and high call center costs.

AutoGuru integrated Twilio Voice, TaskRouter, a dialer, SMS and chat directly into its CRM to unify the sales funnel and give agents real-time visibility into what users were viewing. The result: call center costs fell by more than 50%, 40% of bookings are auto-validated via SMS, bookings rose 10%, cancellations dropped, the team saves 2.5 hours per day, and booking confirmations that once took hours now happen in minutes — all launched in six weeks with 1.5 developers and supporting a 9.2/10 Trustpilot rating.

AutoGuru

Barry Pryce

Chief Technology Officer