Case study · Motorcycle training
A five-person team trained 4,000+ women to ride. Then a third of their enquiries started arriving on a channel nobody was watching.
Heels on Wheels Originals runs motorcycle training for women across 12 Indian cities. They were managing every enquiry through WhatsApp, and leads were slipping through the gaps. In two months on Sahay they captured 1,581 enquiries — 36% of them through an AI chat agent their five-person team never had to staff.
Who they are
Heels on Wheels Originals teaches women to ride motorcycles. Two-day intensive workshops covering control, balance and live-road confidence, plus group rides across 12 cities. More than 4,000 riders have been through the programme.
Enquiry volume for that kind of business is lumpy and emotional. Someone decides on a Tuesday evening that this is the year they finally learn, and they want an answer now.
The problem: one inbox, and no way to count what was lost
Everything ran through WhatsApp. One inbox, five people, and enquiries arriving from phone calls, WhatsApp and Instagram at the same time.
There was no lead tracking. No pipeline, no counts, no record of which enquiries had been answered and which had not. Revenue was not tracked against enquiries at all.
The failure mode was not dramatic. Nobody lost a spreadsheet, because there was no spreadsheet. Enquiries simply arrived while the team was teaching, riding, or asleep, and by the time anyone got to them the person had moved on. A missed enquiry leaves no trace — which is exactly why it is so hard to notice how many there are.
That is the part worth being precise about. The problem was not that their numbers were bad. It was that there were no numbers.
What the first two months looked like
Between 1 June and 1 August 2026, five users handled 1,581 enquiries and 1,936 calls, with 411 follow-ups scheduled off the back of what was actually said on those calls.
| Channel | Leads | Share |
|---|---|---|
| Phone calls | 963 | 61% |
| AI chat agent | 564 | 36% |
| Website forms | 41 | 3% |
| 13 | 1% |
The channel split is the part worth sitting with. Calls brought in 61% of leads, which is what you would expect. But the AI chat agent brought in 564 leads — 36% of the total — and did it consistently: 272 in June, 287 in July.
That is not a pilot tailing off. It is a second front door that stays open outside working hours, on a channel the team previously had no way to cover.
The outcome
Every enquiry now lands somewhere. It gets a record, an owner and a follow-up, whichever channel it arrived on. Heels on Wheels report that nothing goes unattended now — where previously, by their own account, a great deal did.
The chat agent answers in seconds, at any hour, without anyone being on shift. That is the difference between an enquiry that converts and an enquiry that quietly becomes somebody else’s customer.
Heels on Wheels report monthly revenue roughly three times what it was in May 2026, when they started using Sahay. That figure is theirs, not ours — revenue is not something Sahay measures.
And it is worth being honest about what that comparison rests on. They were not tracking revenue against enquiries before, so the “before” number is their own recollection rather than a figure anyone recorded at the time. The more durable change is quieter: they can now answer the question at all. Before, nobody could have told you how many enquiries came in last month, how many were answered, or what any of it was worth.
What is still missing
Their chat conversations do not yet appear in the Sahay timeline alongside their calls. A rep opening one of those 564 chat-sourced leads sees the contact, but not the conversation that created it. That gap is real, and closing it is on the roadmap.