Norm Reeves Streamlines Customer Operations and Increases Appointment Booking Rate by 27%
Norm Reeves Auto integrated our AI Voice Agent and CRM sync to handle incoming service enquiries, saving advisors hours of phone tag each week.
The Challenge
Service advisors spent up to 3 hours a day answering status update calls and booking routine tire changes, leading to advisor burnout and missed sales calls. Service bay bookings lagged because callers got stuck on hold.
The Solution
We installed our conversational AI Voice Agent to intercept routine inbound service calls. The agent answered inventory availability questions and guided service customers to book appointments using real-time availability slots. Outbound SMS alerts automatically updated owners when vehicle service was completed.
The Outcome
Appointment booking rates increased by 27% because customers no longer had to wait on hold. Service advisors saved an average of 14 hours per week, allowing them to focus on high-margin repairs. The dealership’s Manufacturer CSI score climbed by 8.5 points.