Dealership Group With 36 Rooftops Needs to Scale Fast With Voice AI + Phone Agents.

Automotive Retail success has always relied on the relationships between customers, staff, sales, & service. This goes back generations for one of our dealer partners in Las Vegas facing challenges in staffing, training, communication, and departmental integration as the population surge in Clark County compounded these problems. Management realized right away there was an immediate need to scale new rooftops without compromising relationships in established business centers.

"You don't get a second chance when so many new folks show up at once. They need a car, they need service and they'll just go somewhere else if you're not ready to handle it" says one Service Manager.

Inefficient tools, high staff turnover, and lack of communication between different departments coupled with the repetitive nature of servicing/scheduling tasks in high-pressure environments leads to significant bottlenecks & revenue churn. Training new hires is resource-intensive, and the interim period often sees critical tasks improperly handled.

These issues often result in subpar customer experiences, missed sales opportunities, and difficulties in measuring how much of the bottom line is affected. High turnover rates exacerbate the problem, as the time and cost associated with training new associates in parts, sales and service often lead to their responsibilities being redistributed to already overburdened staff.

Enmessara's approach to implementing an AI agent experience kept the results of our client in mind - i.e. delivering a personal, and local experience delivered by familiar staff using a new toolset. We stayed on-site working along service, parts & sales managers for entire 8-hour shifts mapping their exact process to the technology. We experimented where it made sense to automate and left an "escape hatch" for the agent to pull in a human anytime customer sentiment suggested an interaction was about to turn adversarial.

"About 20% of our appointments no-showed or we had terrible data as different service advisors would create duplicate appointments. Eliminating no-shows for service appointments & scanning our database for outstanding recalls was our goal when we started working with Enmessara, but now our sales leaders are coming to us asking how their guys can use the bot" said the GM of the Henderson-based dealership.