How FINN, Europe’s leading car subscription platform, automated 45% of B2B CX tickets and cut resolution times by 90% with Yuma AI

Introduction

FINN went from 0 to 45% AI automation of their B2B customer support tickets. Today, we set out to uncover the story behind their fast success with AI. When FINN launched six years ago in Munich, its founders asked a radical question: Why can’t getting a car feel as effortless as ordering a pair of shoes online? The answer became a fully digital car subscription service that delivers new vehicles to drivers’ doors in just a few clicks.

From day one, FINN’s culture has been efficiency-first. The company’s internal teams build tools, wire up APIs, and continuously streamline every hand-off. Alfonso Comino, Vice President of Revenue Operations, summarizes his team's mandate: “we only do two things: add more efficiency, and secondly, add more revenue.”

As subscription volume accelerated, FINN saw an opportunity to bring that same improvement mindset to customer support. Routine questions like changing an address, requesting an invoice, checking paperwork, etc, were consuming agent hours that could be invested in high-value conversations. Any solution would have to match FINN’s high technical bar and integrate cleanly with their stack. That search led FINN to Yuma.

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The Problem

For a company obsessed with efficiency and obsessed about customers, the need to streamline high-volume tasks with fast turnaround times felt pressing, which would unlock human agents' time toward sales expansion, complex queries and delighting customers.

For FINN to justify, the solution had to have human-level accuracy, fast setup, and integrate with their advanced tooling stack. AI looked like the obvious answer, so they decided to pilot several tools and do quality A/B testing.

“We required a system that would match our renowned customer services.” – Alfonso Comino, VP of RevOps at FINN.

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Solution

“We tested several vendors,” Alfonso recalls, “Yuma was the one that best addressed tickets and integrated with our internal tooling with lesser effort.”

Two things helped FINN take the final leap. First, the platform’s use-case–first architecture lets FINN build narrow, self-contained automations. The guardrails prevent the model from wandering off-topic or exposing incorrect information. Second, the AI agents and automations are built in plain English. A CX lead can open an automation flow, read through the logic like a storyboard, and make edits on the spot.

Native integrations let the team connect the platform to their help desk and internal tooling in an afternoon, so the focus stayed on building AI agents. Within weeks, FINN rolled out a shipping-status agent that opens tracking links, interprets multi-carrier hops, and sends an immediate, human-level update.

Yuma’s support crew kept pace with FINN’s velocity, rolling out requested tweaks and reliability fixes almost immediately. This helped the automations stay both accurate and on-brand without slowing FINN’s momentum. In three months, the company went from 0 to 45% automation of all B2B CX tickets (fully resolved by AI), with another 20% drafted and ready for agents to approve, all while maintaining FINN’s quality standards.

“We went from zero to 45% full automation in three months.” – Alfonso Comino, VP of RevOps at FINN.

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Outcomes

45% fully-automated tickets (and growing)

Three months in, Yuma is closing more than two-fifths of all incoming support cases on its own. A further 20% reach agents with a fully drafted reply by Yuma, cutting the work to a quick review and send.

85 hours of agent time reclaimed each month

With routine status checks, billing questions, and address corrections handled automatically, FINN recovers the equivalent of half a full-time employee’s capacity each month. Time that is now spent on sales follow-ups and more complex customer problems.

90% faster resolutions

AI now closes routine tickets in under 20 minutes, down from the 24-plus-hour turnaround a human queue typically required.

Solid accuracy, on-brand tone

Yuma’s consistently delivering the team’s tone and making the right call on nearly every ticket, so FINN can move faster without compromising quality.

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Conclusion

FINN’s RevOps team treats efficiency as a competitive edge, not an afterthought. By folding Yuma’s automations into their existing stack, they’ve reclaimed dozens of agent hours each month, trimmed reply times, and kept quality bar-high, even as ticket volume grows.

For FINN, those gains translate into more time for sales-critical work and a smoother ride for every subscriber.

“At FINN, we play to win, we usually do that with the leanest SaaS tech stack, as we believe that winners build their tooling to fit their customer needs. For us to add a new provider to our tooling stack is a rarity, and Yuma has earned that right.” – Alfonso Comino, VP of RevOps at FINN.

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