Fixed Ops Magazine - 2021 Vol18 04 - 39

to improve operations within their centralized Service
BDC. This Pilot Product was a valuable addition
to their stores' existing workflows, improving the efficiency
of appointment scheduling, and maximizing
inbound opportunities.
" Even the best of BDCs can fall short during peak
times, when we traditionally see call failure rates increase.
Additionally, we were having significant issues
with staffing and shortage of employees, " said Brian
Milleman, New Country Motor Group V.P. of Aftersales.
" We are transforming the way our BDC handles inbound
calls that will enable cost reduction and conduct
more value-packed outbound opportunities to
drive our service capacities " Mileman added.
REDUCING FAILED CALLS AND HANDLING
TIME WITH AI-POWER
Call data shows that new and retained customers call
service departments 20 times for every 1 call to sales
departments. Unfortunately, more than 30 percent of
those inbound calls are abandoned on hold, misrouted,
or missed altogether.
employees. The Digital Voice Assistant (DVA) provides
a seamless customer experience using automated
voice technology and reduces the number of inbound
calls that employees need to handle in the process.
The DVA ensures every inbound service call is promptly
answered, handled, and appointed every time the
phone rings. New Country piloted the product in three
of its stores, beginning with after-hours and overflow
calls. As a result, the service departments in the three
pilot stores had fewer missed inbound
opportunities, reduced staffing
needs, and an improved overall
caller experience.
THE DIGITAL VOICE
ASSISTANT BRINGS MORE
EFFICIENCY TO CURRENT
WORKFLOWS
New Country has been partnering
with the DVA Provider since 2020
JULY AUGUST 2021
|| FIXED OPS MAGAZINE
When a customer cannot connect with a service department,
up to 68 percent move on to the next dealer
in their search. New Country was able to dramatically
decrease missed opportunities using the Pilot
DVA to navigate between the pilot stores within the
centralized BDC. While saving the customer relationships
in those opportunities that were subsequently
not missed, the DVA was handling calls successfully,
adhering to the group's scheduling and transportation
policies, and ultimately retaining revenue.
service departments
in the three pilot
stores had fewer
missed inbound
opportunities, reduced
staffing needs, and an
improved overall
caller experience
" Would you rather have your customers
that call in have an opportunity
to be taken care of and book an
appointment with a virtual assistant,
or just go to a voicemail that potentially
nobody checks? This is an
opportunity to catch what we're not
able to right now - especially without
the bodies to take care of the
phones, " Milleman stated.
39
Fixed Ops Magazine - 2021 Vol18 04

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