Warranty First
Account Summary
Warranty First is a UK vehicle warranty provider. They went live with OneAI voice agents in early January 2026 following a ~5 week implementation period (kickoff 2025-12-03, go-live 2026-01-08). The integration runs through HubSpot CRM, with Freeman Clarke acting as their technical integration partner throughout.
The relationship is active and in an ongoing optimisation phase. There have been 14 meetings across roughly 5 months, with cadence slowing from weekly check-ins post-launch to monthly reviews — a normal sign of stabilisation.
Use Case
Two-stage AI calling flow tied to the customer warranty lifecycle:
- Warm activation call — Agent calls the customer when their warranty is activated. Purpose is to inform them of their coverage, build early rapport, and increase brand awareness. No hard sell.
- Upsell expiry call — Agent calls when the warranty approaches expiry. Improved conversion is expected because of the prior activation touchpoint — customers already know the brand and have a positive association.
This redesigned flow (warm call at activation → upsell at expiry) is the core commercial value proposition: it improves upsell conversion rates by priming customers at the start of their warranty period.
Trigger mechanism: HubSpot drives both calls based on warranty lifecycle data (activation and expiry dates). A HubSpot pop-up notification feature was discussed in January 2026 to surface warranty expiry triggers within the CRM UI.
Relationship Health
🟢 Healthy — active and stable
- Customer reached go-live on schedule in January 2026
- Regular check-ins and performance reviews throughout Q1 2026
- HubSpot outcomes report reviewed in March 2026 — indicates ongoing performance measurement
- Last meeting April 2026 — status update with next steps planned
- No signals of churn risk or dissatisfaction in available data
Key Contacts
| Name | Role | |
|---|---|---|
| leonelson | leo.nelson@warrantyfirst.co.uk | Primary contact at Warranty First |
| Freeman Clarke team | *@freemanclarke.co.uk | Technical integration partner (CRM/data plumbing) |
Freeman Clarke is the technical intermediary handling the HubSpot integration and data flow. They were involved from kickoff through go-live and remain a key dependency for any technical changes.
What’s Working
- Go-live delivered on time — kicked off 3 December, live 8 January. Clean ramp.
- HubSpot integration is in place — CRM-driven triggers are operational; outcomes are being tracked and reported.
- Two-stage call flow is established — both the activation warm call and expiry upsell call are running.
- Regular cadence of reviews — the customer is engaged, showing up to check-ins and outcomes reviews.
- Freeman Clarke partnership is functional — technical integration held up through launch and has not been flagged as a blocker.
Open Challenges
- Script and call flow optimisation is ongoing — optimisation sessions ran throughout December 2025 and into 2026. This is normal but worth monitoring to ensure the script has converged.
- HubSpot pop-up / notification feature — discussed January 2026 but not confirmed as shipped. Status unclear.
- Upsell conversion data — it is not yet clear whether the warm-call-at-activation approach has measurably improved expiry upsell conversion rates. This is the core business case and should be tracked explicitly.
- Freeman Clarke dependency — any CRM or data flow changes require coordination with a third party, which introduces lead time and coordination overhead.
Open Action Items
- Confirm outcome of HubSpot pop-up notification feature — was it built and is it live?
- Review upsell conversion metrics from the expiry call — do they show improvement vs. baseline?
- Clarify what “next steps” were agreed in the 28 April 2026 status update meeting.
- Confirm whether script/call flow is considered finalised or still in optimisation.
Recent Meeting Highlights
2026-04-28 — Status update and next steps General performance review. Next steps were planned but details are not yet captured. This is the most recent touchpoint — follow up to understand what was agreed.
2026-03-16 — HubSpot Outcomes Report Formal review of HubSpot-sourced performance metrics. Signals that measurement and attribution via CRM is working. Key moment to assess whether the two-stage call flow is delivering ROI.
2026-02-17 — Agent Next Steps Post-launch optimisation discussion — agent script and flow refinements being planned.
2026-01-15 — HubSpot pop-up discussion Scoped a HubSpot feature to surface warranty expiry triggers as in-CRM notifications. Status of this feature should be confirmed.
2026-01-08 — Go Live Touch Base Final checks and sign-off before going live. Milestone meeting.
2026-01-05 — Pre Go-Live Touch Base Last preparation session before launch. Freeman Clarke coordinated on technical readiness.
2025-12-03 — Kickoff Aligned on use case (activation warm call + expiry upsell), objectives, and implementation plan. Freeman Clarke engaged as integration partner from day one.
Prep Tips for Next Meeting
- Lead with outcomes data — bring HubSpot metrics on both call types (activation and expiry). The March outcomes report was reviewed; have updated numbers ready.
- Ask directly about upsell conversion — has the warm activation call improved expiry upsell rates? This is the ROI question. If they can’t answer it yet, help them frame how to measure it.
- Clarify April next steps — the 28 April meeting ended with “next steps planned” but those aren’t captured. Confirm what was agreed before proposing anything new.
- HubSpot pop-up feature — check whether this shipped and is being used. If not, it may be a quick win to revisit.
- Script stability — optimisation has been ongoing since December. Ask if the agent script feels settled or if there are still call quality issues they want to address.
- Freeman Clarke — if any technical changes are on the roadmap, factor in lead time for coordination with their integration partner.