How Honda of Lincoln is transforming customer engagement with Numa

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Honda of Lincoln, a premier Honda dealership, prides itself on delivering top-tier service to its customers. However, with a high volume of incoming calls and service inquiries, their team struggled to manage customer interactions effectively. They went looking for a solution that could streamline communications, reduce missed calls, and improve service appointment scheduling. 

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“Nine out of Ten Upset Customers are Upset Because of Communication.” 

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Like many dealerships, Honda of Lincoln faced a common industry challenge: missed calls and overwhelmed service advisors. With phones ringing constantly, service advisors found it difficult to juggle in-person customers while keeping up with incoming calls. Even worse, customers would call and hang up and the team had no ability to rescue those missed calls. As a result, missed opportunities led to lost revenue, frustrated customers, and inefficiencies in appointment scheduling.

“We were losing customers simply because we couldn’t get to every call. We knew we had to find a better way,” said Jeff Williams, Fixed Operations Director at Honda of Lincoln.

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Reducing the Number One Source of Customer Frustration, Communication 

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Jeff says, “Numa reduces the number one source of frustration for a customer – communication. They don’t have to wait for us to answer, they can get what they need on their timeframe.” Numa’s AI Agent Platform makes it easier for dealers to communicate with customers. Unlike generic AI or outsourced call centers, Numa’s AI agents were able to:

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• Answer all missed calls automatically and engage customers via text.
• Book service appointments in real time using live DMS data.
• Provide voicemail transcription and sentiment analysis to prioritize urgent customer needs.
• Centralize all customer communications across voice, text, and chat for seamless interaction tracking.
• Automatically text customers who called and hung up allowing them to ask for assistance or book an appointment without calling back

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“Numa stood out because it didn’t just answer calls—it actually solved problems for our customers.”

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Texting Opens Up Possibilities and Increases Communication Capacity

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Jeff says that both his staff and his customers like the texting capabilities. His staff like that they’re able to send and receive photos to help make sure they know what a customer is asking for ahead of their service. It even allows them to reduce the amount of trips the customer has to take to the shop because they can see and order parts ahead of time. 

Customers like that it puts the conversation in their hands. Now, instead of waiting on hold, leaving a voicemail or calling back later, they can book an appointment or interact with a service advisor all over text. 

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Covering Your Entire Customer Service Lifecycle

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Jeff and his team also use MyKaarma, which he says picks up the customer interactions when a purchase order is filled out. Numa and MyKaarma together serve the entire client lifecycle, from the moment a customer reaches out to book an appointment until the service is complete. 

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While Numa and MyKaarma may seem like similar tools, there are actually some significant differences that make them complementary.

MyKaarma: A Multi-Point Inspection (MPI) tool that provides solutions that help service departments keep customers in the loop while a vehicle is being serviced. 

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Numa: An AI-Agent platform that delivers visibility into all calls, rescues missed calls and books more appointments. 

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To sum it up: Numa works to get customers booked for an appointment and MyKaarma works to keep them informed during their service. 

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The Results:

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Since implementing Numa, Honda of Lincoln has seen remarkable improvements in customer engagement and operational efficiency:

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• 100% reduction in missed calls, ensuring every customer inquiry is addressed.
• A 25% increase in service appointment bookings due to AI-driven scheduling.
• Service advisors saved hours per day, allowing them to focus on in-person customer experiences.
• Improved CSI scores, with customers praising the dealership’s responsiveness.

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“The difference was night and day. We’re not just catching calls—we’re converting them into business.”

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The Numa Story:

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Numa’s AI agent platform is the first AI agent platform built for dealerships, designed to transform how automotive service teams operate. AI agents are more than just virtual assistants—they function as the ultimate dealership team member, handling tasks that were previously bottlenecks for service advisors.

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With Numa’s AI agents, dealerships can:

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• Rescue every missed opportunity by ensuring all calls and messages are answered.
• Automate appointment scheduling based on real-time service availability.
• Improve customer satisfaction by offering instant, always-available communication.
• Streamline operations by integrating with DMS systems and automating back-office workflows.
• Gain actionable insights with AI-powered call summaries, sentiment analysis, and performance tracking.

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Numa is already transforming the industry, serving nearly 1,000 dealerships nationwide. Honda of Lincoln is just one example of how AI agents are reshaping the future of dealership operations. Join the AI-native dealership movement today.

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