Conversica > Case Studies > Allen Samuels Chevrolet Buick GMC Enhances Customer Satisfaction Through AI-Based Automotive Service Assistant from Conversica

Allen Samuels Chevrolet Buick GMC Enhances Customer Satisfaction Through AI-Based Automotive Service Assistant from Conversica

Technology Category

Sensors - Autonomous Driving Sensors

Applicable Industries

Automotive
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Smart Parking
Vehicle-to-Infrastructure

About The Customer

Allen Samuels Chevrolet Buick GMC is the only new car franchise in Robertson County, Texas. It is a full-service dealership that offers both new and used cars, trucks, and SUVs as well as financing, service, and parts. The company prides itself on creating lifelong relationships with its customers and their families. They aim to exceed customers’ expectations from test drive to delivery and beyond. The company's philosophy is to sell and service cars and hold the customer's hand all the way through the process to the next one, and do the same for their children and theirs. The company acquired Derek Scott Auto Park and inherited its customer base in 2016.

The Challenge

Allen Samuels Chevrolet Buick GMC, a full-service dealership located in Hearne, Texas, prides itself on creating lifelong relationships with its customers. However, when the company acquired Derek Scott Auto Park and inherited its customer base in 2016, they faced a significant challenge. With the increase in sales and service volume at the new store, it became increasingly difficult to keep up with customer communications. The company found it hard to ensure that each customer received the attention they deserved. The traditional methods of communication such as phone calls, emails, and letters were not sufficient to manage the increased customer base. The challenge was to manage continuous follow-up with customers for service appointments and ensure customer satisfaction.

The Solution

To overcome the challenge, Allen Samuels turned to Conversica, an AI-based solution for automotive dealerships and their service departments. They introduced an automotive service assistant named Emma, who engages potential service customers in natural, two-way email conversations to get them into the service drive. This automated, yet human-like, engagement with service customers frees up the human service advisors to focus on the day’s appointments and ensuring long-lasting relationships between the dealership and their customers. Emma is designed to be non-pushy and only asks for basic information such as the right phone number and email. She is not involved in sales, making her an innocent third party, which is more appealing to customers. Emma takes up the responsibilities of searching the database for customers who have been serviced in the last six months, downloading a list, uploading the list to the email system, creating and sending an email, tracking follow-up, and answering customers’ responses.

Operational Impact

The implementation of the AI-based automotive service assistant, Emma, has significantly improved the operational efficiency of Allen Samuels Chevrolet Buick GMC. Emma's ability to engage potential service customers in natural, two-way email conversations has freed up the human service advisors to focus on the day’s appointments and ensuring long-lasting relationships between the dealership and their customers. Emma's non-pushy approach has been appreciated by customers, leading to better customer engagement. With Emma taking up the responsibilities of searching the database for customers who have been serviced in the last six months, tracking follow-up, and answering customers’ responses, the service advisors can now focus on what’s most important – in-store face-to-face interactions with customers. This has led to improved customer satisfaction and stronger customer relationships.