Booking 180 Additional Service Appointments in 1 Month

Located in the beautiful hills of Boulder, Colorado, Boulder Nissan is renowned for its commitment to providing exceptional customer service in the community. As their service team struggled to keep up with ever-increasing demand, they adopted Toma AI to keep their customers coming back.

The Challenge

The team at Boulder Nissan has been receiving an increasingly higher volume of inbound service calls to the point where service advisors had to juggle between answering the calls and serving in-person customers. Still, missed calls continued to flood through the phone lines, resulting in lost potential revenue and compromised customer satisfaction.

Our Solution

Toma worked closely with Bounder Nissan to create an AI voice assistant that aligns with their unique brand and customer service values. Together, we created a custom AI for Boulder Nissan similar to the conversational experience that customers would expect from a real-life service advisor… except this one could work nonstop.

Unlike outdated IVRs and phone trees, customers can talk to Toma AI like a real person. For example, they can request “an oil change for Wednesday morning” or say, “My check engine light is on.” Toma AI understands these requests just as a trained service advisor would, and books an appointment with the right team on the spot.

If a customer has an esoteric request or prefers to speak with a human, Toma seamlessly transfers the call to a service advisor when they are available.

Additionally, Toma is compatible with Boulder Nissan’s scheduling software, which fully automates the scheduling process. Not only does this provide a seamless experience for customers, it significantly alleviates the workload on the service team, enabling them to focus on in-person customers and driving service revenue.

The Results

With Toma, Boulder Nissan saw significant results:

🧰 180 more service appointments

⏳ 43 hours saved for service advisors

💸 $23,400 repair order (RO) revenue captured

• An additional 180 service appointments are booked monthly, leading to $23,400 in service revenue.
• Service advisors now save around 43 hours per month, freeing this time to be spent on in-person customers and driving revenue.

"My experience with Toma has been 10 out of 10. It saves 43 hours of our advisors’ time each month so we can focus on in-person customers and drive revenue. It’s almost like we added another member to our team.”

– Eric Stockton, Service Manager at Boulder Nissan

In just a month, Boulder Nissan has seen a significant improvement in operational efficiency and their Customer Satisfaction Index (CSI), and we expect these numbers to grow as we’re constantly iterating on our product based on feedback.

Whereas Boulder Nissan is unique in its commitment to its community, we believe it is not the only dealership that can unlock boundless revenue growth with Toma AI.