Hodges Ford Mazda Boosts Gross Revenue by 30% with Brooke.ai DVA

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.”

Objectives

The Challenges

BDC agents were handling too many non-revenue activities including answering easy-to-schedule inbound service appointment calls.
Campaign calls were put on the back burner due to lack of agent and service advisor time.
The dealership needed to free up BDC agents to maximize outbound call campaigns and “found” revenue from missed appointments and declined services.
An average of 4 out of 10 inbound service calls were missed, dropped, or lost.
“We saw an 80% increase in outbound appointments in our first month with Brooke.ai.”
Todd Oliviera
Fixed Operations Director
Hodges Ford Maxda

The Solution

Solution

A custom integration between Brook.ai and Xtime enables Brooke.ai to answer 100% of inbound service calls, access the Xtime online scheduling tool, ask for preferred appointment time and confirm the appointment. This frees up BDC agents to focus on revenue-producing outbound calls and campaigns.
Brooke.ai also provides callers with basic dealership information, such as service hours, and is available to customers 24/7.
Brooke.ai communicates in a conversational and natural way with contextual awareness and adaptive behavior, much like common DVA home devices like Alexa and Google Home.
Brooke.ai allowed the dealership to reallocate BDC agents to revenue-producing outbound calls for proactive growth.

Hodges Mazda Ford Case Study

Hodges Mazda

Ford Case Study

“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.”

OB Calls

Contacts

Appts

Benefits of Brooke.ai

Declined Services
"Appointments in our Declined Services campaign doubled month over month."
Recall Campaigns
"Recall activities went up over 60% as our agents were more dedicated to "found revenue" for the drive."
Missed Appointments
"We nearly tripled bringing back our missed appointments to ensure they didn't book elsewhere."
Special Order Parts
"Our SOP campaigns were virtually non-existent before we brought Brooke.ai on to help my BDC."

Results

Results

BDC agents were handling too many non-revenue activities including answering easy-to-schedule inbound service appointment calls.
Campaign calls were put on the back burner due to lack of agent and service advisor time.
The dealership needed to free up BDC agents to maximize outbound call campaigns and “found” revenue from missed appointments and declined services.
An average of 4 out of 10 inbound service calls were missed, dropped, or lost.

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