Introduction to Oulun Pysäköinti

When Oulun Pysäköinti modernised its parking facilities with camera-based recognition technology, customer service had to evolve too.

With Leadoo AI, the company successfully shifted its customer service focus to digital channels, reduced routine inquiries and freed up the small team’s time for developmental work.

Oulun Pysäköinti Oy is the largest parking operator owned by the City of Oulu, with its most well-known site being the underground facility, Kivisydän. In an expert organization of four people, every employee’s contribution is critical, and continuous development is at the heart of their operations.

From Physical Service Points to Seamless Digital Interaction

A little over two years ago, Oulun Pysäköinti began a major transition. Parking facilities were updated to be ticketless and partly barrier-free through automatic camera recognition. This technological leap also meant that the traditional physical customer service point was no longer needed.

As customer service moved to phone and email, Account Manager Hanna Käsmä soon noticed that many inquiries followed a predictable pattern.

“We noticed similarities in the inquiries and started thinking about how we could make information easier to find on our website, so that customers could smoothly find answers to their questions themselves” Käsmä explains

The solution was a smart bot tool to assist customers right when a question arises.

Why Leadoo?

During the evaluation phase, Leadoo AI stood out due to its comprehensive references and advanced tools.

The onboarding process received praise specifically for its phased approach, where experts from different fields supported the implementation within their specific roles.

Less Routine, More Time for Development

Although Oulun Pysäköinti does not use Leadoo for traditional lead generation, the results have been significant for the organization. The greatest benefit has been the reduction in customer service workload.

• Fewer “Unnecessary” Inquiries: Bots guide customers to the right information. For example, matters not handled by the company, such as parking enforcement, are now filtered out by the bot before reaching a customer service advisor
• Freed-up Resources: With routine tasks handled by automation, the small team has more time to focus on service development
• Utilizing Data: The company closely monitors the tone and topics of conversations. If a topic recurs frequently in the bots, it is addressed with more in-depth content on the website or social media

Independence and Analytics as Favorite Features

Oulun Pysäköinti appreciates the ease of use of the Leadoo platform, especially the ability to train and edit bots independently. Comprehensive reporting and Livechat have also been in active use.

Who are FOW?

Fords of Winsford (FOW) is an award-winning Car Supermarket, operating multiple showrooms across Cheshire and Manchester. In late 2023, FOW invested heavily in its website, bringing in Leadoo and other technology with the goal of improving not only Lead Generation, but User Experience.

Since then, website leads have accelerated, generating business growth through website reservations and showroom appointments. FOW have also won multiple industry awards for the quality of digital experiences they are providing customers.

How Leadoo AI is boosting FOW’s Lead Gen

For Ben Mills, Digital Marketing Specialist at FOW, lead generation was always the primary use case for Leadoo AI. As he explains:

“When bringing in Leadoo, we immediately noticed we were better at nurturing missed opportunities, and driving conversions through more personalised and interactive user experiences. With actionable insights, we have since successfully harmonised our website experience to support online buyers.”

“As a high volume business, fow.co.uk is our highest converting sales channel. We’re extremely proud to present a hassle-free and enjoyable car shopping experience. With Leadoo bots, our homepage now lets you find the right car, check finance options, or even book an appointment. It’s a bit like having your own personalised vehicle expert on hand, at home, or on the move.”

FOW now features a mix of Chatbots and VisualBots across different website pages to drive conversions. Their lead generation outcomes have been impressive. In 2024, FOW saw year-on-year increases of:

25% more Showroom Appointments booked

19% more total Website Leads

The upward trend has continued into 2025, and also translated into more final cars being sold. In Q1 2025, total car sales were up more than 11% year-on-year. 

How Leadoo AI is Boosting FOW’s UX

For Ben though, advancements in user experience were just as important as improvements in lead generation. Especially as it became clear that for FOW, the two would go hand-in-hand:

“What we saw before was customers having to do the heavy lifting onsite. By bringing in Leadoo and other tools like Vehicles in Video, we’ve seen a massive shift in how customers engage with the site. The improved UX is obviously a big plus for them and our brand sentiment, but is also directly leading to more appointments and sales.”

“Marketers often talk about the importance of Personalisation. Leadoo is helping us deliver it onsite, but we take it a step further by using the bots to capture leads for a Personalised Video from one of our reps. We find this level of personal and accessible service online helps us stand out, and delivers quality leads.”

Another unique way FOW use Leadoo tools is through interactive quizzes. For example, this quiz on Electric Vehicles both educates and surprises users with EV facts. Try it – even if you’ve got one – we bet you won’t get 10 out of 10!

That’s because Ben designed the quiz partly to dispel common myths about EVs, but also to help users along in their research journey. So even though the tool is more for educational purposes than lead generation, he wants incorporate the VisualBot far beyond the website:

“Even though EV’s have been around for a while, we still see a knowledge gap among interested customers, and even people who claim to be experts in them! There are lots of people interested in EVs for lots of different reasons, so educating customers on what they can and can’t do is very important. So one idea we have is to take the Leadoo EV Quiz and have it on physical displays in our showrooms where we have hybrids and EVs.”

All this emphasis on interactive, educational and personalised website experiences has earned the FOW website industry recognition. At the 2024 Motor Trader Awards, FOW won both the ‘Digital Initiative’ and ‘Website of the Year’ awards. 

For FOW’s Account Managers at Leadoo, Gavin Greer and Sofia Dedyukhina, this recognition could not be more well deserved. As they explain:

“Ben and the whole FOW team have worked extremely hard on their website and digital presence recently. They are model customers for a technology like ours, always willing to experiment and take guidance on ideas that could improve lead gen and UX.”

“Through touches like offering personalised sales videos, quizzes to help engage customers, and continual optimisation of their site, they consistently prove how much they value customer experience. The results we’ve achieved together are a testament to all the work they’ve put in their side.”