Unanswered Calls Causes Delays and Unhappy Customers

A prominent automotive service center needed customer approval before performing services, but agents couldn’t reliably reach many customers. Calls with pricing quotes often went unanswered or lacked confirmation, causing delays and inefficiencies.

Implementing INFORM Secured More Confirmations

The company adopted First Orion’s INFORM® Branded Calling, which allowed the business to display its brand name clearly on customers’ phones. As a result, reps began to reach more customers, secure confirmations faster, and deliver a better customer experience, while operations ran more smoothly.

Significant Improvements in Operational Efficiency

After implementing INFORM® Branded Calling, the automotive service center quickly saw measurable improvements in customer engagement and operational efficiency. The solution helped more calls get answered and drove better conversions and smoother service approvals.

• Engagement rate: 11% lift in calls answered with a duration of a minute or longer.
• Contact Rate: 7% lift in percentage of unique answers on all calls.
• Conversion Rate: 25% lift in successful resolutions.
• Talk Rate: 4% decrease in answer rate without hang-ups.

Missed Calls Mean Missed ROI

Missed calls represent a significant revenue and customer engagement problem for automotive service departments nationwide. First Orion research shows that 77% of consumers are unlikely to answer calls from unknown numbers, which directly impacts how many appointments get scheduled or approved.

Studies¹also reveal that service departments could lose an average of $853,000 annually due to unanswered customer calls and unbooked appointments. On average, dealerships miss 158 calls per month related to service appointments, with those in the 75th percentile missing as many as 216 calls.

Key Takeaway

This automotive service’s results show how solving missed call challenges directly drives revenue and customer satisfaction. Compared to industry benchmarks, even a modest improvement in answered calls can prevent hundreds of thousands in lost revenue annually.

Sources:

1. Numa