Managing nationwide yacht services with AI assistance

The Background

Who they are

Ebhar serves yacht owners and operators who need trustworthy service coordination. The team manages requests for electronics, navigation systems, and routine maintenance, working with partners across marinas.

What they wanted

They wanted a modern site with clear journeys, AI‑assisted answers, automatic routing to the right technicians, and integrated billing. Success meant less back‑and‑forth, faster scheduling, and predictable handoffs.

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The Challenge

What wasn't working

Legacy forms fed a shared inbox with little context. Updates were inconsistent, quotes were manual, and status tracking lived in spreadsheets. Customers lacked visibility into where their request stood.

Why it mattered

Without a unified system, teams could not scale, and owners hesitated to approve work. Missed handoffs and delays increased costs.

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The Solution — Hoop, end to end

Ebhar adopted Hoop to run the site, AI assistance, workflows, and billing in one place, giving both customers and operators a single source of truth.

Marketing

The site was built in Website Builder, with Form Builder powering request intake and Campaigns sending progress updates and seasonal checklists.

Sales

For custom projects, a Sales Agent qualified requirements and collected details before scheduling inspections through Meeting Scheduler.

Commerce

Quotes became Invoices, deposits were collected with Payment Links, and recurring care used Subscriptions under Commerce Tools.

Service

A Service Agent answered FAQs, shared checklists from Knowledge Base, and routed specialized work to the proper partner.

Content

Updates and stories published via Blog Software kept owners informed about upgrades and safety notes.

Operations

Dispatch and progress tracking ran through Workflows and Analytics in Hoop, with roles and reviews controlled by User Management and Centralized Audit Log.

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"Customers finally see clear steps and timelines. With Hoop, we route work, track progress, and invoice without leaving the system."

Yousef Al‑Mutairi, Operations Lead, Ebhar

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Setup & Partnership with HoopAI

Onboarding & strategy

We set response time and on‑time completion as hero metrics, mapped journeys from request to delivery, and aligned SLAs with partners.

Agent design & training

Service and Sales Agents were trained on services, parts catalogs, and escalation paths. Bilingual content ensured clarity for owners and crews.

Enablement

Runbooks documented request types, routing rules, and quality checks. Teams practiced handoffs in office hours.

Ongoing improvements

Monthly reviews refined forms, templates, and partner SLAs to raise throughput and satisfaction.

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The Transformation

The spike

Lead volume rose and responses sped up, while invoices were reconciled faster. Source: Analytics in Hoop.

The wins behind the number

• Intake forms reduce back‑and‑forth.
• AI answers shorten time to decision.
• Workflows keep jobs moving.
• Integrated billing increases trust.

How it felt

Owners felt informed, technicians saw clear queues, and managers had fewer surprises.

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How the journey actually flowed

• Step 1: Owner submits request via Form Builder.
• Step 2: Service Agent confirms scope and shares checklist.
• Step 3: Meeting Scheduler books inspection.
• Step 4: Workflows route tasks to partners.
• Step 5: Payment Links collect deposits.
• Step 6: Invoice and close with post‑service notes.

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What's Next

Ebhar will add mobile app access, proactive maintenance reminders, and service bundles while standardizing partner scorecards.