Case Study
How an Integration With WhatsApp Transformed a Business
Who We Worked With:
Scrub Club Ltd
What We Did:
Discovery + Strategy + Architecture + Design + Build + Enhance + Maintenance
The Project
ScrubClub, a fast-growing mobile car wash startup based in East Sussex, is redefining convenience through technology. As their customer base expanded, so did the demand for customer support. To streamline operations and enhance user experience, ScrubClub partnered with us to implement a smart solution. By integrating WhatsApp and automating key service interactions, we successfully reduced the load on customer support while making the entire experience faster, easier, and more accessible for their users.
'A great idea and a great service. Very simple to set up and use. Very easy comms on WhatsApp. Most of all, a good clean, and if it’s just the outside, I don’t even need to be in. Very, very convenient!'
- Jon Oakey
The Client
What They Do
ScrubClub is a subscription-based mobile car wash service operating across East Sussex. Designed with convenience in mind, the entire experience is managed through a custom-built software platform. Customers can easily book, reschedule, or upgrade their washes directly from their phones, while technicians use the same system to manage their daily workflow. What began as a simple web app has evolved into a growing tech-enabled service, with ambitions to expand nationwide—connecting customers and technicians seamlessly through smart technology.
Why They Approached Us
Having previously partnered with ScrubClub on the development of their core platform, we had already established a strong working relationship grounded in trust and technical expertise. Recognising our understanding of both their business and the evolving tech landscape, ScrubClub approached us once again to help identify and implement a scalable solution to reduce customer service demand and enhance their user experience
Industry:
Service Industry
The Challenge
With a growing customer base and operating in a service industry, ScrubClub faced increasing pressure to meet rising customer service demands. As the business expanded, these demands began to overwhelm the management team, consuming valuable time and energy. Despite their strong commitment to customer satisfaction, the constant need to respond to enquiries and issues began to interfere with day-to-day operations. Ultimately, the burden of customer service became a major obstacle, limiting their ability to focus on growth and deliver their core services effectively.
ScrubClub approached us seeking a solution to their overwhelming customer service demands. In a focused and intensive discovery session, we thoroughly analysed their daily operations—examining each element that either supported or hindered the business.
Our research included primary market analysis, which highlighted one key priority for ScrubClub: customer convenience. At the time, their setup consisted of a web app that allowed customers to log in and manage bookings, along with a WhatsApp number offering direct access to the management team.
However, our analysis revealed that the majority of customers preferred to use WhatsApp for booking, modifying, and upgrading their services. While the previous system made limited use of WhatsApp’s basic features—such as direct messaging and appointment reminders—it lacked the automation and structure needed to scale effectively.
80%
elimination of customer service enquires
4.8
ratings on Google
£1,000
estimated savings a month on labour costs
77.3%
of users who now rely on WhatsApp
The Solution
Our solution took advantage of the existing integration by utilising more of the features. We started by analysing all the previous requests of the customers and grouping similar requests and finding out that a lot of them were very similar and simple.
One improvement is the automation of the rebooking process. By determining that most ScrubClub customers’ requests are simply wanting to change the time of their booking. We utilised WhatsApp’s Interactive reply buttons by first providing a list of options to pick from. After clicking ‘Rebook your car wash’, the customer is prompted with a date and time picker. Once updated, WhatsApp interacts with the ScrubClub API and updates the booking in the database directly. Thus, eliminating any management interaction and making the process easy, convenient and quick for each customer.
Utilising WhatsApp’s API has become so popular with ScrubClub’s users that the web app is now largely redundant. The majority of customers now manage their bookings directly through WhatsApp, offering them a faster, more convenient experience.