Turn Every Call into Action
with Caller INSIGHTS

[Caller Insights] has given me a comfort in an area that I didn’t even know existed. When we first started using this program, we had received 46,000 phone calls - and 18,000 we didn’t even pick up. We were wasting money by burying our heads in the sand. Now, our service numbers are great. Our dollars and retention have grown. Auto dealers can no longer just turn the lights on and open the door we have to embrace industry changes and address the disruptions.

Most recently we embraced the [Caller Insights] platform which has allowed us to understand our inbound call performance and phone experience. It has brought awareness to the functionality of our phone system and processes that needed to be improved. The corrections that we made as a result, have allowed us to reduce the number of failed calls into the dealership, thus decreasing the amount of potential lost revenue and improving our customer service experience.

We changed the process flow for our inbound calls since starting on [Caller Insights]. We saw times when we were missing calls, so we added another receptionist. In our sales dept., we have a 96% connection rate. If I want to see failed calls, it’s one click. My BDC managers are in [Caller Insights] throughout the day. The customer experience is important to us, and [Caller Insights] has helped us improve that.