Fixed Ops Magazine - 2021 Vol18 03 - 24

over operating an inbound only service BDC and $80$100k
in monthly additional realized revenue over the
traditional service call model.
NATURAL FIRST STEP TOWARD ADOPTING
A DIGITAL VOICE ASSISTANT
So, what is the natural next step for dealers who want to
start adopting the use of Conversational AI and a Digital
Voice Assistant for inbound service calls? Why not first
turn over your overflow and after hours - the calls your
staff is already not handling? You only stand to gain additional
revenue while you can begin to mold and test
your processes to support the use of your Digital Voice
Assistant. For those who are ready to jump in, it is important
to have a third-party evaluate your existing call
routing, your call management processes, and fully prep
your dealership for the culture that embraces the next
wave of enhanced customer service.
Stay efficient, my friends.
time. Fewer calls are missed, more appointments are
set, and customers enjoy transparent, hassle-free, and
efficient interactions.
MEASURABLE RESULTS FROM DEPLOYING
A DIGITAL VOICE ASSISTANT
Utilization of a Digital Voice Assistant for service scheduling
reduces calls going unanswered in the drive, frees
up Service Advisors to properly assist customers in the
drive, and generates more profitability for the service
department.
For dealerships with a business development center for
service, agents are free from mundane FAQ calls and
motivated to work the outbound campaigns that drive
customer retention and CSI. Additionally, the use of a
Digital Voice Assistant saves dealers human capital costs
while improving connectivity and service drive productivity.
As a perfect extension to the service drive, this
technology is expected to provide a 20-40%+ bump in
service appointments scheduled. For the average dealer
(@ 1,419 ROs), that can mean $10-12k monthly savings
Jason Beckett is the
COO of Proactive Dealer
Solutions, a leading
provider of training and
software
solutions
the automotive industry.
Since joining the firm in
2014 as Vice President
of Product Management
and Marketing, Jason
has refined it's vision to support dealerships in providing
an excellent customer-centric experience. Prior to
joining Proactive, he led the Location Services and Maps
product and development teams at BlackBerry. He was
first introduced to the automotive industry working with
QNX on developing their infotainment systems. Jason
graduated from Western University in London, Ontario,
Canada, in 2005, with a Bachelor's of Science degree
in Computer Science. He earned a Master of Business
Administration in 2011 from the Brock University's Goodman
School of Business and Marketing in St. Catharines,
Ontario. Jason holds 8 patents. His areas of expertise
include strategic planning, product development, and
project management. He currently resides in Charlotte,
NC with his wife and two kids.
for
24
Fixed Ops Magazine - 2021 Vol18 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 03
