Hodges Ford Mazda, with stores in Florida and Georgia, first sought out Proactive Dealer Solutions (PDS) for help setting up an internal service BDC and training the BDC manager and agents. During intensive classes and follow-up weekly coaching calls, the dealership’s PDS Account Manager pointed out that the service BDC was not maximizing it’s revenue potential.
“Our agents productivity on outbound calls was only about 30 percent because they were struggling to also answer inbound calls,” explained Todd Oliviera, Fixed Operations Director for Hodges Ford Mazda.
The answer was to bring in Brooke.ai “up front” on their phone tree to handle all inbound service calls for oil changes and routine maintenance, answer routine questions, and pick-up after hours and overflow calls. Brook.ai integrated with the dealership’s Xtime online scheduling tool to seamlessly book appointments and manage daily schedules to maximize bay capacity.
Brooke.ai positively affected customers and staff. CSI and gross revenue went up by 30%, along with agent satisfaction and retention. “Customers like the ease of the automated system instead of waiting on the line for a live agent,” said Oliviera. “Our agents have a lot less stress on a daily basis and the added opportunity to hit revenue goals and earn incentives, which they love. It’s been an excellent experience all around.”
“We launced Brookeai at our Mazda and Ford locations on March 1 to answer all inbound calls for all changes and scheduled maintenance. This freed up by BDC agents to drive more outbound activities to our service campaigns.”