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AI for

Dealerships

Numa revolutionizes customer communication

and customer satisfaction

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Marc Lauture

Nissan Service Manager, ForAnyAuto Group

9/9/24

AI for

Dealerships

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Numa Overview

  • AI-driven communication platform

for car dealerships

  • Centralizes customer communication across phone, SMS, and web
  • Improves customer service & operational efficiency

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July 1st, 2024

Implemented on

in Nissan & Mazda Service Departments

1 week

Training

Hand-on, on-site training by Numa

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Used WorldwideBDC

costing $8,600/month

Recurring Issues

Poor call handling, overall customer dissatisfaction

Declining CSI

due to mishandled calls

Impact

Financial strain

from high BDC costs

Critical Incident

Customers seeking Infiniti service were dismissed

CSI negatively impacted

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Challenges before Numa

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  • 1 week with no major challenges
  • On-site training ensured staff were comfortable with Numa

Numa implementation & integration

Seamless integration

  • Deployed Numa in Nissan and Mazda service departments
  • Included in Numa: AI-driven communications, ability to manage multi-channel customer interactions from a single platform

Scope

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Results & benefits

CSI score improved by

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10 pts

from 919 to 929

Customer hold time reduced by

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75%

from 3:45 to 1:12 mins

Customers opted to receive text

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54%

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Calls & voicemails rescued

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73.4%

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Financial savings of

$6,880 per month

by switching from WorldwideBDC to Numa

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  • Employees favor the AI texting functions and the user-friendly interface
  • Increased efficiency in handling customer inquiries

Customer & employee feedback

Employee Sentiment

  • Initial wariness about AI, but appreciation for fast callback times
  • Overall positive feedback on reduced wait times
  • Record high of 94 positive Google reviews. 54% review increase

Customer Sentiment

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  • Numa: 73.4% vs. WorldwideBDC: 88%
  • Justification: The cost per rescue percentage didn’t align with financial goals

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Cost-benefit analysis

Rescue rate comparison

  • Numa’s implementation led to significant cost reduction
  • Monthly savings of $6,880 compared to WorldwideBDC

Cost savings

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Scalability and future plans

Numa integrates with the dealership's DMS, pulling and displaying relevant customer information for the service team to effectively handle incoming calls.

  • DMS integration

Dedicated success coach available for continuous improvement.

  • Ongoing support

Expand Numa to other departments (Parts) or dealerships. Consideration of additional features as needed.

  • Future

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Conclusion

Numa has transformed communication, improved customer service, and reduced costs.

All dealerships should consider Numa to enhance your service operations.

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Thank you.

Questions?

AI-Native Dealerships

Learn more or get a Numa demo:

www.numa.com

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