Fox Motors deployed Numa at 10 stores and saw dramatic gains in accountability, voicemail response, and appointment booking—freeing reps to serve more customers and setting the stage for a 50-location rollout. Read More ⟶
Yuriy Demidko, the CIO at Fox Motors, is responsible for the technology and business strategies at 43 locations spanning 50 different automotive brands. He’s been in the tech industry for almost 15 years, even as a developer at Apple. His job is to ensure that Fox Motors stays on the cutting edge of technology, which keeps the team working efficiently and helps them provide high-quality customer service.
Before Yuriy discovered Numa, his team used a system that ingested all their phone calls and tracked voicemails. They still had no visibility into their unreturned calls and voicemails, and they still had a high volume of calls that made it nearly impossible to answer and return every call. As a result, customer communication was one of the top areas of concern. Customers were frustrated that they couldn’t get a hold of the dealership to schedule an appointment, that their voicemails weren’t returned, and that they weren’t receiving timely status updates.
Meanwhile, the dealership representatives did everything possible to manage a high volume of calls and voicemails. One store noticed that, besides the standard quick calls, they had over 3000 calls lasting over 4 minutes. That’s 200 hours on the phone, all while the phone rang in the background and customers waited in the lobby. Despite their commitment to excellent customer service, they lacked the tools to communicate efficiently with customers.
Yuriy looked for a solution to decrease the volume of calls. He had heard of and experienced platforms that use AI to answer calls, book appointments, and address common customer inquiries. He piloted Brooke AI and considered piloting Stella but had concerns about the Xtime integration.
While he was initially impressed with the features both offered, he had concerns about the actual customer experience and the limited scope of their features. Brooke AI answered calls and walked customers through an AI-driven call workflow that helped them book appointments, but it often took 3.5 – 4 minutes to schedule an appointment. Customers were frustrated and frequently asked to speak to a representative. Stella worked the same way Brooke did, but he was concerned about the XTime integration.
Neither of these solutions offered the added visibility and accountability that Yuriy and his team needed. Unlike Numa, the team could not see unanswered calls or voicemails or delve deeper into closed conversations to ensure customers were satisfied with their outcomes.
In the end, Yuriy chose Numa because it offered AI agents that answer calls and book appointments, and it offered his team visibility into calls that the other solutions didn’t provide.
Yuriy initiated at three of their dealerships. He says, “In just three hours, we could see where our strengths and weaknesses were. We could see how many calls weren’t answered and how many voicemails needed to be returned. We could also see how many calls Numa just cared for us.”
The Numa platform's accountability solutions, including the call intelligence AI agent, are essential for Yuriy. It allows him to ensure that the high standard for customer experience is met across all 50 of their dealerships. The platform also allows dealership managers to see calls, voicemails, and customer sentiment to ensure customer satisfaction.
As with any new technology, some team members were hesitant at first. Yuriy says, “Initially, some of our representatives were concerned that their customers would prefer the human touch. They found that, with 80% of calls going to voicemail anyway, Numa improved their ability to serve customers.”
Even some of their locations with more tenured staff embraced Numa almost immediately. They could see that it fixed one of their main problems—their ability to keep up with customer calls. Yuriy says, “Before Numa, as an advisor, you could only communicate with one person at a time. With Numa, you can communicate with 100 people at the same time. Numa takes care of some calls completely, adds the ability to text customers, and helps us stay on top of voicemails.”
Results – Added Accountability, Improved Customer Experience Metrics
As Yuriy mentioned, the features that introduce accountability and visibility are the most important for the Fox team. It helps ensure they are offering the level of customer experience they promise. With that accountability and visibility, they’re able to track more metrics that help measure their customer experience, like:
In the 10 locations that have already implemented Numa, they have seen a drastic improvement across all of these metrics and the overall customer satisfaction with communication that is measured by their ongoing surveys. The Fox Automotive team will be continuing to add Numa to more locations with the goal of having all 50 locations integrated as quickly as possible.
Numa’s AI agent platform is the first AI Agent platform built for dealerships. AI Agents are the ultimate team member in your dealership. They know everything about your customers, use data to constantly improve, can be trained to take specific actions on their own, and they can handle more interactions around the clock than any human team.
Numa’s AI agents are trained to do things like:
Numa has nearly 1000 dealership customers like Yuriy and the team at Fox Automotive. See a demo today and start putting Numa’s AI agents to work for you.
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.
