The alliance between digitization and communication transforms the mechanical engineering sector with Mecanizou and Twilio

Challenge

Be the main communication channel that enables quick and efficient interaction with customers, without leaving the company’s platform.

Solution

The company adopted Twilio to enable personalized and contextualized communication with its customers using the WhatsApp Business API integrated with Twilio Flex.

Mecanizou, a startup that connects auto repair shops to auto parts suppliers, was founded in 2021 with the goal of transforming the auto parts market by bringing more transparency, simplicity and agility through the digitization of services. The company uses proprietary technology to meet the needs of mechanics in their workshops, regardless of size, facilitating the parts purchasing process and acting as a hub for manufacturers and suppliers. Through an interactive interface available to all customers, it solves problems directly and aims to digitize a largely undigitized area, breaking new ground and transforming the market.

Not surprisingly, they partnered with Twilio.

The company is active in the São Paulo and Guarulhos regions and was created to cater to the needs of mechanics who were struggling with incorrect parts, slow deliveries, and unskilled service. In addition to its WhatsApp channel, which uses Twilio tools, the company has a marketplace, the Mechanic’s Area (Área do Mecânico), which provides over 1 million offers.

Using one of Twilio’s platforms to manage conversations with workshops

As such, it is vital to have an excellent communication tool, given that most of these professionals multitask in their workshops and are always searching for more practical and agile services. The company’s platform allows you to request quotes, check the applicability of parts, track your orders, and manage all financial aspects.

Additionally, Twilio’s platform doesn’t stop at Twilio Flex, which integrates communication between customers and Mecanizou. The Mechanic’s Area contains a FAQ section for Mecanizou customers, which Twilio made available via the WhatsApp Business API. The company chose to use WhatsApp, as it is already part of the mechanics' daily lives, in order to connect around 300 vehicle parts suppliers with its base of more than 3,000 repair shops. This allows them to offer an exclusive and specialized service, while still offering fast delivery.

Using WhatsApp as the primary communication channel

Through WhatsApp, mechanics can request quotes via photos or text, approve estimates, and finalize orders without leaving the conversation, especially since WhatsApp now offers services such as verification stamps to ensure the security of purchases, in addition to transactions via PIX. Between 2024 and 2025 alone, Mecanizou sent over two million messages, with over one million responses from customers.

Twilio’s platform also integrates with the company’s CRM and helps them use chatbots. Integration with other tools currently includes: Make, Customer Io [sic] and Salesforce.

The sales team is currently external, and visits customers. They collect information about purchases and consumers, so that this data is stored, managed, and used in other actions when entered into Twilio’s platform, serving as context for future dialogues between Mecanizou and the workshops.

Results

• Over two million messages sent to auto repair shops via WhatsApp between 2024 and 2025, with over one million responses;

• 98.1% growth in the volume of messages sent in the last year;

• 256% growth in the number of cases handled during 2024;

• Ability to provide quotes via photo or message, approve orders, and make payments via PIX on the WhatsApp Business platform;

• Sending promotions and marketing communications to engage and retain customers.

Thanks to this vision, the company is highly focused on troubleshooting swiftly and thoroughly, providing dynamism and generating reliability for the mechanics on the ground.

Furthermore, the company is already in the age of AI. Its customer service AI, developed with Twilio’s AI Assistant, streamlines customer service and ensures scalability. As soon as the mechanic sends a message, the AI takes over the interaction, identifies what the customer needs, and automatically generates a quote, providing direct support to the customer service team. Since its implementation in June 2025, it has already been responsible for creating 43.5% of the channel’s total quotes.