Juneks CDJR increases appointment success rate and CSI

Juneks CDJR, a growing dealership with a small team, transformed its over-stressed service department by automating communication, which drove a higher appointment booking rate and a significant, measurable increase in its CSI score. Read More ⟶


Customer snapshot

  • Communication overload, dipping CSI: Rapid business growth overwhelmed the dealership's small staff, leading to communication bottlenecks, advisor burnout, and a decline in key Customer Satisfaction Index (CSI) metrics.
  • Immediate impact: Numa instantly relieved the communication pressure on the service team by automating appointment scheduling and centralizing all conversations, allowing advisors to be more proactive and effective.
  • Competitive edge: Complete integration with the dealership’s DMS, combined with AI's ability to patiently handle routine inquiries 24/7, made Numa the ideal solution for improving efficiency without sacrificing the human touch.
  • Bottom-line results: A 29-point jump in the dealership's CSI score in the first three months, a 7% higher appointment booking rate compared to the previous process, and 22% of all service appointments being booked autonomously by AI.

Results

  • AI achieved a 70% appointment booking rate, outperforming the 63% human-only rate
  • Automated 22% of all service appointment scheduling, freeing up staff time
  • Captured new business by answering phones and booking appointments after hours and on weekends

When Growth Overwhelms Communication

For Ryan, the General Manager at Juneks CDJR in Western South Dakota, rapid growth was a double-edged sword. With a small, hard-working staff where everyone wore multiple hats, the constant ringing of the service department phone was becoming unmanageable. "As the phone kept ringing, it was harder and harder for my advisors to keep up with the inbound and outbound phone calls," Ryan explained.

This communication overload meant that simple tasks were consuming valuable time from advisors who needed to focus on complex repairs and in-person customers. The strain began to show in the numbers. "As we had grown, our CSI scores started dipping," Ryan noted. "It was items like ready when promised, follow-up after service, and keeping the customer informed. Those were the three things that we struggled with." The dealership’s multi-tool approach was disconnected, and the pressure was creating an environment where, on a tough day, even "the easy stuff [became] hard as well."

Implementing a “One-Stop Shop” for Service

Ryan knew he needed a solution that would relieve the pressure on his team and centralize their scattered communication tools. The deciding factor for Numa was its integration with their Dealer Management System (DMS). "Just how integrated it was... if I click into a client or a line of communication, I've got everything in front of me," he said.

The implementation was so smooth and intuitive that it won over his veteran team almost instantly. Within the first week, Ryan’s long-time service manager, who had been with him since 2002, called it "one of the best things we've ever done." Numa immediately took the pressure off by handling routine inbound calls, turning all phone numbers into textable lines, and creating a single, easy-to-manage platform for every conversation.

"Our beacon [CSI score] was 911 from January to May. So that would be pre-Numa. From June to August, it jumped up to 940... That was just from us being able to stay in communication better with the customer."

— Ryan, General Manager, Juneks CDJR

Driving Efficiency with the Patience of AI

The operational impact was immediate and measurable. Numa’s AI began handling the repetitive, time-consuming task of scheduling appointments, freeing up advisors to focus on higher-value work. The results of this automation exceeded expectations. While the human team had booked appointments at a 63% success rate, Numa's AI achieved a 70% booking rate.

Ryan attributes this success to a key difference between humans and artificial intelligence. "The one thing that an AI has that a human doesn't have is patience," he observed. "It'll patiently walk the customer through the appointment process." Today, Numa autonomously books 22% of all the dealership's service appointments, taking a significant burden off the team without sacrificing business. And, in fact, improving the outcome.

Boosting CSI and Capturing Every Opportunity

With a streamlined and more patient communication process in place, the dealership's dipping CSI scores saw a reversal. In the first three months after implementation, Juneks CDJR's average CSI score jumped 29 points, from 911 to 940. Ryan directly attributes this to Numa enabling proactive and consistent follow-up on the exact metrics they had struggled with before.

The efficiency gains extend beyond the 9-to-5 workday. Numa ensures no opportunity is missed by answering calls and scheduling appointments on Saturdays and after hours when the service department is closed. For Ryan, the platform has become an essential part of their success. "It's been a real success," he confirms. "I can't see living without it right now."

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Juneks CDJR 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

Service Manager

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

Sales Consultant

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

Service Director

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