Hyundai of St. Augustine is among the highest-ranking Hyundai stores by CSI. After adopting Toma, their staff can give undivided attention to customers in-store and provide the best in class service, building trust and driving revenue.
The Challenge
Today, approximately 45% of the cars in the US are now over 6 years old, which has driven up service demand dramatically. This has led to an increase in call volume for service, overwhelming the staff. The limited time the staff gets with the customer in the store is precious and defines the customers' perception of service quality. Incoming phone calls take away from that limited time, which is the bedrock of a customer’s experience.
Our Solution
Toma designed a personalized AI for Hyundai of St. Augustine that could answer inbound phone calls and integrated that into their phone system and other software.
The AI has a friendly and empathetic voice consistent with the store’s brand that its customers love. The AI was trained with 100s of excellent phone calls that were answered by the staff originally to align itself to the style and expectation of the customers.
Customers would ask questions about the pricing of certain services, and how long it would take and follow it with a request to book the closest appointment to Tuesday of next week all on the same call. The AI will patiently listen to the request, answer the questions, consult with the store's systems, and book the customer in for an appointment just as a service advisor or receptionist would.
When there are special requests, Toma’s AI takes note and transfers calls if needed to the appropriate departments. Every call is answered, in the morning, afternoon, and evenings, on weekdays and weekends since Toma’s AI never takes a break!
The Results
Toma’s monthly impact in numbers:
🧰 130 more service appointments
⏳ 30+ hours saved for service advisors
💸 $30,000 additional revenue recorded
- An additional 130 service appointments are booked monthly along with more time for the staff to focus on upselling leading to an additional $30,000 in revenue
- The staff now saves around 30 hours per week, freeing this time to be spent on in-person customers enhancing the store experience, and building greater trust with customers.
"After turning Toma on and listening to the first few recordings, it felt like we have another member of the team on the phone. It was booking and modifying appointments, pinging our team for follow-ups, and delighting customers.”
- Joe King, Service and Parts Director at Hyundai of St. Augustine
Hyundai of St. Augustine has seen tremendous growth in customer satisfaction scores, revenue, and employee happiness. Toma is highly customizable and can unlock enormous value in a dealership within days. If this sounds interesting, feel free to book a demo here.
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