auto dm identified clear potential for optimization in the BERESA Group's after-sales area: the appointment booking for wheel and tire changes needed to be digitalized and automated in a targeted manner. The company was faced with the strategic decision of developing a tailor-made solution itself or using the expertise of an existing solution. Although an existing state-of-the-art and powerful AI solution had been identified, the company faced the challenge of making it economically viable. The strategic question of "make or buy" in the voicebot area thus became a question of scalability and ultimately feasibility.
BERESA Group and STACKIT
Voicebot for more efficient customer communication in the automotive trade
BERESA as a digital pioneer in the automotive trade
The BERESA Group, one of the largest automotive retail groups headquartered in Münster, has set itself the goal of developing sustainable mobility solutions. Together with STACKIT, BERESA is rethinking automotive retail digitally. Together, we are making customer communication, service processes and digital contact points even more efficient, personal and scalable.
In its automotive offering, the company relies on a diverse product portfolio and supplements this with digital solutions that optimize the customer experience. auto dm GmbH acts as the digital arm of the BERESA Group. The team analyzes and optimizes ongoing processes within the group and develops individual software solutions. The BERESA Group sees itself as a digital pioneer in the automotive trade and brings the knowledge it has gained to the industry. The group was looking for a partner that not only had technological expertise, but also a deep understanding of scalable, superior cloud solutions.
The challenge: scalability in digital customer dialog
BERESA was therefore looking for a partner who
- could guarantee data security and data sovereignty,
- makes the selected AI solution accessible,
- ideally has an outside-in perspective through in-depth process expertise.
The solution: Joint development of a scalable voicebot
The BERESA Group found the right partner in STACKIT and our strong ecosystem. By cooperating with STACKIT, auto dm utilized the comprehensive expertise of Schwarz Digits. This experience is based on over 20 million voice and chat interactions per year in a global retail network that is active across 32 countries.
The technology experts from STACKIT and Schwarz IT created the basis for making a state-of-the-art AI solution usable for the automotive market. By combining technological know-how from the retail sector, which the Schwarz Group companies bring to the table as part of Europe's largest retail group, with auto dm's deep understanding of automotive customer processes, practical solutions for a new era of digital customer dialog in automotive retail were jointly created.
The collaboration focused on the joint development of an AI voicebot that learns with every interaction and has pre-prepared capabilities. The solution went live in March 2025 and is able to access the BERESA Group's proprietary knowledge database to answer customer queries.
Further solutions, such as a digital assistant for the automotive trade, are currently in the works. The aim is to make customer communication, service processes and digital contact points in the automotive trade more efficient, personal and scalable.
"Working with STACKIT gives us the opportunity to transfer innovations from one of Europe's largest retail ecosystems directly into the automotive world – to the benefit of our customers and partners."
The result: high acceptance and measurable added value
The implementation of the sovereign AI voicebot on STACKIT has led to impressive measurable results:
Appointment booking rate of 30 %
The rate has far exceeded expectations (the benchmark was 25 %) and has met with a high level of acceptance among users. And all without any additional advertising.
Upselling rate of 35-95 %
35 % of all customers who interacted with the voicebot also bought wiper blades, 66 % of them bought additional wiper fluid concentrate and 95 % of them also booked balancing.
Continuous service availability 24/7, 365 days a year
The AI service relieves employees and offers customers the option of booking at any time, even at the weekend and at any time of day.
The voicebot thus acts as one of the best salespeople in the after-sales area, increases sales through targeted upselling and optimizes personnel deployment planning at the same time. With this cooperation, both the BERESA Group and STACKIT are strengthening their position as pioneers in the digitalization of the automotive customer interface and consistently driving forward the integration of modern AI technologies in the automotive sector.
Strategic future
The successful use case has cemented confidence in the Schwarz Group's cloud and AI expertise. As a next strategic step, BERESA plans to migrate its entire data center to STACKIT in the next two years in order to fully benefit from the advantages of the sovereign cloud.
Do you face similar challenges?
The case study of BERESA and auto dm shows how companies across all industries can benefit from the scalability and in-depth process expertise of the Schwarz ecosystem. Overcome technological hurdles and leverage AI innovations to gain a competitive advantage. Feel free to contact us for a personalized consultation.