Eide Chrysler transformed its service department operations by creating a single source of truth that increased accountability, saved management hours, and significantly improved its CSI. Read More ⟶
For Chris Flemmer, Service Manager at Eide Chrysler, the primary obstacle to improving the dealership’s CSI was clear. "The biggest complaint in the past has always been... always, always, always communication," he stated. Before Numa, the service department was "very compartmentalized," with customer conversations siloed between individual service advisors.
If a customer called for an update and their dedicated advisor was unavailable, other team members had no visibility into the conversation history. This forced them into a time-consuming hunt for information, spending upwards of 30 minutes "running around trying to figure out where the car keys are, who was the technician that worked on it, et cetera." This chaotic process was a "big time suck, big time waste" that directly contributed to poor customer survey results and an inability to resolve disputes with clear, documented facts.
Flemmer knew he needed a tool that would break down the information silos and create a new standard of accountability. By consolidating every customer text, call, and internal note into one easily searchable thread per customer, Numa gave the entire team instant and complete visibility.
Integrated directly with their CDK dealership management system, the platform provided an indisputable, time-stamped record of every interaction. This eliminated the guesswork and empowered any advisor to pick up a conversation exactly where another left off, providing a seamless and professional experience for the customer. What was once compartmentalized and chaotic became centralized and clear.
"It's invaluable for accountability, for keeping your staff doing what they're supposed to be doing... Numa has saved me. Lots and lots."
— Chris Flemmer, Service Manager, Eide Chrysler
With a complete communication log at their fingertips, accountability became "black and white," according to Flemmer. The Numa thread serves as an objective record, allowing him to instantly verify that communications took place and resolve any customer disputes with facts, not speculation.
This newfound clarity has been transformative for team management. Flemmer can now see precisely what is being communicated, by whom, and when, simplifying the coaching process and ensuring the entire team is operating at a high standard. This operational improvement has had a direct impact on his own productivity, saving him "several hours a week" that was previously lost to chasing down information and mediating issues.
The results were immediate and significant. With a streamlined and accountable communication process in place, Flemmer reports that the dealership’s CSI has "greatly improved" with what he describes as "a very minimal amount of effort."
The efficiency gains extend beyond customer satisfaction scores. By handling correspondence so effectively, Numa has delivered a tangible return on investment, helping the dealership avoid the significant expense of hiring "two more people... just to manage correspondence." The platform has not only resolved Eide Chrysler’s primary communication challenge but has also established a more efficient, scalable, and customer-focused operational model for the future.
No more communication gaps. No more wasted time. Your customers are top priority.
Eid Chrysler is one of over 1,000 dealerships nationwide that have embraced Numa’s AI-driven future. See how Numa can transform your dealership—get a demo today!
We struggled with CSI before Numa, now we have hit the CSI mark 7 out of the past 8 months.
Jeff Clear
We hired a BDC backup to respond to Numa Sales Inbox, she's selling average 15 cars a month by just responding to the conversations in Numa Sales Inbox.
Arisha Walker
Numa is an integral part of how we communicate with a customer... Tearing it out would be like tearing the transmission out of a car.
Eric Frost
No more hold music. No more unanswered voicemails. Your customers are top priority.
