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Call requests
The challenge: removing toll-free bottlenecks and the instability of unofficial systems
In roadside emergencies, support speed defines the driver's experience. Destrave needed to modernize its traditional call center with WhatsApp.
Slow toll-free line
Long waiting queues caused frustration exactly when the customer needed help the most.
Risk of blocks
Previously used unofficial tools led to WhatsApp numbers being blocked and connection drops.
Hard to manage
Simultaneous emergency requests, billing questions and qualification of new leads.
The solution: Official API, WhatsApp Flows tracks and a sales pipeline on Huggy
To guarantee a 100% available and scalable operation, Destrave structured its support and sales journeys on the Huggy platform, splitting the operation with the Layered Service methodology:
Automatic Layer (WhatsApp Flows for emergencies)
Interactive forms and screens inside the chat itself for instant collection of vehicle data and location.
Intelligent Layer (Routing and data)
Separation of the roadside and sales tracks. The pipeline is used as a visual CRM on WhatsApp, organizing commercial stages.
Human Layer (Specialized care)
The support team receives tickets with the diagnosis ready to dispatch providers (tow trucks or mechanics) within seconds.
Real impact: lower costs, replies in seconds and commercial predictability
With Huggy's robust and certified infrastructure, Destrave transformed its operational and financial indicators:
📉 Lower operating costs
no more toll-free line maintenance expenses and fewer losses with outsourced providers.
🔒 Stability
lower risk of WhatsApp blocks and 99.9% availability for 24/7 requests across the country.
⏱️ Faster roadside assistance
faster dispatch of tow trucks and technical assistance thanks to automatic data filtering in the chat.
🎯 Higher conversion
lead qualification via WhatsApp Flows without sending the customer to external forms.
📊 Visual sales management
real-time mapping of the sales funnel, enabling quick re-engagement actions by the team.
Customer testimonial
If I had to sum up the value Huggy adds to Destrave, it would be things like predictability, practicality and automation [...] Today we feel much safer working with a fully centralized system.
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