Conversica > Case Studies > Beck & Masten Buick GMC Enhances Customer Engagement with Conversica's AI Solution

Beck & Masten Buick GMC Enhances Customer Engagement with Conversica's AI Solution

Technology Category

Sensors - GPS

Applicable Industries

Automotive

Applicable Functions

Maintenance
Sales & Marketing

Use Cases

Time Sensitive Networking

About The Customer

Beck & Masten Buick GMC is a family-owned and operated dealership that has been in business since 1984. They have been the number one Buick GMC dealership in Texas for the past 20 years and have consistently ranked among the top three dealerships in the United States for a decade. The dealership specializes in new and pre-owned Buick and GMC vehicles, as well as Buick and GMC service and parts. They have a large team of salespeople, with 27 dedicated to new vehicles and 13 to pre-owned vehicles.

The Challenge

Beck & Masten Buick GMC, a family-owned dealership, was facing the challenge of increasing their outreach volume and engagement. Despite being one of the top Buick GMC dealerships in the nation, they were struggling to effectively engage with their leads and customers. The dealership had a large team of 27 salespeople for new vehicles and 13 for pre-owned vehicles, but they were spending a significant amount of time on tedious outreach activities. This was particularly challenging in the service side of the business, where the team was resorting to cold calling and emails to get customers to come in for service, resulting in a low engagement rate and a frustrated team.

The Solution

To address these challenges, Beck & Masten Buick GMC turned to Conversica's Automotive Sales AI Assistant. This AI-powered solution uses human-like, two-way email conversations to automatically engage and qualify leads for both the Sales and Service sides of the business. This allowed the sales reps to focus less on outreach and more on delivering excellent service. The dealership also used Conversica's AI Assistant to re-engage lost leads, resulting in the engagement of over 200 new opportunities and hot leads. On the service side, the AI Assistant was used to re-engage and schedule people for a variety of services, resulting in a significant increase in the engagement rate and the closure of 114 new repair orders within 60 days.

Operational Impact

The implementation of Conversica's AI solution has brought about significant operational improvements for Beck & Masten Buick GMC. The AI Assistants have not only improved engagement rates and sales but also helped create a better experience for potential and current customers. Customers are more open and willing to engage with the AI Assistants, leading to more accurate contact information and clearer expectations. The AI Assistants have also relieved the sales team from the tedious task of outreach, allowing them to focus on higher-level work and deliver excellent service. The dealership has been able to reach a volume of leads that they weren't able to reach before, and the AI Assistants have made a huge difference in their productivity. The success of the AI solution at one location has led Beck & Masten to plan for its integration into their other locations.

Quantitative Benefit