Superstar AI Assistant ‘Heidi’ Boosts Revenue by Over $2 Million in 2015
Technology Category
- Networks & Connectivity - 5G
- Sensors - Level Sensors
Applicable Industries
- Automotive
- Telecommunications
Applicable Functions
- Maintenance
- Sales & Marketing
Use Cases
- Onsite Human Safety Management
- Smart City Operations
About The Customer
Matt Ford is a family-owned and operated dealership located in Independence, MO. The dealership is run by brothers Ryan and Todd Matt and has been in operation for almost four decades. A significant part of their success is attributed to their dedication to customer service. Matt Ford is a 19-time recipient of Ford Lincoln Mercury’s President’s Award for outstanding customer service and consistently ranks in the top 35 for customer service of all Ford dealerships throughout the country. Despite being a small-town dealership, Matt Ford handles a large clientele, with a team of six salespeople maintaining communication with 60 leads per month and closing on 1,200 sales per year.
The Challenge
Matt Ford, a family-owned dealership in Independence, MO, faced the challenge of improving communication with potential clients about the dealership while maintaining their award-winning customer service reputation. The dealership, run by brothers Ryan and Todd Matt, prides itself on its customer service, having received the Ford Lincoln Mercury’s President’s Award for outstanding customer service 19 times. Despite being a small-town dealership, Matt Ford handles a large clientele, with a team of six salespeople tasked with maintaining communication with 60 leads per month and closing on 1,200 sales per year. The challenge was to maintain this high level of service and communication with potential clients, without compromising on their quality of service.
The Solution
To address this challenge, Matt Ford introduced 'Heidi', a Conversica® Sales AI Assistant, to their team. Heidi was brought on board initially as a cost-saving measure, replacing a human employee who was responsible for follow-up. However, the benefits of Heidi extended beyond cost-saving. Heidi was able to reach people that the human team was not able to, bypassing issues such as spam filters that often blocked human communication. Heidi also provided alerts to the team when a customer they had difficulty getting a hold of was available, indicating that it was a good time to try calling or emailing them. In terms of customer service, Heidi proved to be adept at handling people, with only one person in two years identifying her as an auto-responder.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Integral Plant Maintenance
Mercedes-Benz and his partner GAZ chose Siemens to be its maintenance partner at a new engine plant in Yaroslavl, Russia. The new plant offers a capacity to manufacture diesel engines for the Russian market, for locally produced Sprinter Classic. In addition to engines for the local market, the Yaroslavl plant will also produce spare parts. Mercedes-Benz Russia and his partner needed a service partner in order to ensure the operation of these lines in a maintenance partnership arrangement. The challenges included coordinating the entire maintenance management operation, in particular inspections, corrective and predictive maintenance activities, and the optimizing spare parts management. Siemens developed a customized maintenance solution that includes all electronic and mechanical maintenance activities (Integral Plant Maintenance).
Case Study
Monitoring of Pressure Pumps in Automotive Industry
A large German/American producer of auto parts uses high-pressure pumps to deburr machined parts as a part of its production and quality check process. They decided to monitor these pumps to make sure they work properly and that they can see any indications leading to a potential failure before it affects their process.
