Fixed Ops Magazine - 2023 Vol20 05 - 34

A big player in the space is Bizzycar.
Its AI software platform finds
open recalls in a dealer's PMA and
schedules them directly into the
dealership to complete the repair.
This helps dealerships retain customers,
bring lost customers back
to the store, and bring new customers
into the store. Dealerships using
the platform are seeing an average
ROI of $5,000 a month and can increase
revenue further with upsell
opportunities.
the convenience
and responsiveness
provided by
AI-generated
interactions contribute
to a superior
customer experience
which drives loyalty
and retention.
ANSWERING AND APPOINTING
SERVICE CALLS
It's no secret that dealerships struggle answering
phones - especially in busy service departments. Customers
calling for a service appointment often never
connect, get stuck on hold, or end up trapped in confusing
phone trees.
When a vehicle needs a service, getting the work done
is a top priority. So, when dealerships don't have the
staff to pick up phones or employees are busy with
belly-to-belly customers, those who can't connect often
call the next dealership or independent shop that
pops up on a Google search.
That's why today's leading dealers are addressing this
challenge with AI-powered intelligent Digital Voice Assistants
(DVAs). DVAs are remarkable for their ability
to answer and appoint 100 percent of inbound service
calls. Some can even do a database dip for open recalls
or manufacturer-recommended maintenance and
schedule those services at the same time.
Roger Penske, the chairman of Penske Corporation,
touted the benefits of a DVA in its Q1 2023 earnings call.
By adopting this technology, Penske achieved a 14 percent
year-over-year increase in service appointments
booked online. BDC and DVA service appointments represented
over 80 percent of total appointments.
Penske's results are not unusual. According to Proactive
Dealer Solutions, the company behind the
AI-powered Brooke.ai DVA tool,
dealerships across the board experience
an uptick in service appointments
when they implement a conversational
DVA. In addition, the
convenience and responsiveness
provided by AI-generated interactions
contribute to a superior customer
experience which drives loyalty
and retention.
Additional benefits include the fact
that calls are picked up after hours or when call volumes
are high. Customers get a consistent experience
and employee productivity increases as the DVA handles
routine tasks.
These are just three examples of how AI-powered technology
is revolutionizing our industry. Without question,
companies in the space leveraging AI to improve
operations and efficiency are going to quickly move to
the top of rankings and gain market share very rapidly.
As companies continue to innovate, expect to see
more applications hitting the market soon. I can't wait
to see what's next!
Ted Ings is the Executive
Director at the Fixed
Ops Roundtable and the
Center for Performance
Improvement. He is a
4-time NADA (National
Automobile Dealers
Association) Convention
speaker and is one of
their highest-rated presenters.
Ted
has successfully implemented dozens of initiatives
for OEM's and Total Quality Management processes at
thousands of dealerships in North America and around
the world, revolutionizing the way vehicles are sold. This
makes him an invaluable asset to his clients, as they get
both the benefit of his vision and his experience.
https://www.centerforperformanceimprovement.com
(212) 763-0016 telephone
34
http://www.Brooke.ai https://www.centerforperformanceimprovement.com
Fixed Ops Magazine - 2023 Vol20 05

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