Zumbrota Ford boosts efficiency & customer satisfaction with Numa

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Zumbrota Ford, a family-owned dealership located in Zumbrota, Minnesota, prides itself on personalized customer service. Tony Berg, the Fixed Operations Director, oversees both parts and service, managing a team of 10 technicians, 3 parts counter personnel, and 3 service advisors. Zumbrota Ford’s biggest challenge was often the overwhelming volume of customer call, leading to unanswered calls, delayed follow-ups, and lost opportunities. To address these challenges, Tony turned to Numa, the first AI Agent Platform built for dealerships.

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Inundated by calls, frustrated customers and missed opportunities

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Like many dealerships, Zumbrota Ford struggled with missed calls, inefficient communication, and increasing service demands. The small team was stretched thin, often unable to answer all customer inquiries, resulting in frustrated customers and lost revenue opportunities. Additionally, the dealership needed a better way to manage multilingual communication for its Hispanic and Somali customers, improve response time for urgent service issues, and streamline internal operations. Tony knew that traditional phone systems and manual follow-ups weren’t enough—he needed a solution that would work around the clock to make sure that his customers were receiving excellent, responsive service. 

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Comparing call handling solutions 

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Before choosing Numa, Zumbrota Ford explored other communication tools and call-handling solutions. However, many of these alternatives were either too expensive or lacked features like texting, which limited their usefulness. Competitors offered aggressive pricing, but their solutions failed to deliver the personalization, integration with the dealerships’ other technology, and support Tony needed. 

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After attending a personalized Numa demo tailored for Ford dealerships, Tony saw the clear advantages—from AI-powered missed call handling to automated appointment booking and multilingual text messaging. Tony says, “Numa offered an option that could be tailored to everything that we needed. Plus, its ability to work twenty four hours a day, seven days a week for us – answering the phones when we’re not even here – is invaluable to us.” 

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Immediate, 24/7 Impact

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Tony chose Numa because it felt like hiring an additional, tireless team member—one that could handle calls, texts, and customer interactions 24/7. 

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"We even set up a dedicated ‘Numa’s Desk’ in our dealership. It’s like having an extra service advisor who never clocks out," said Tony.

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Numa’s AI agents immediately became an indispensable part of Zumbrota Ford’s daily operations by:

• Automating appointment scheduling
• Answering and managing every call
• Providing real-time sentiment analysis
• Enabling multilingual communication
• Centralizing all customer interactions

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Enhanced visibility helps catch customer concerns faster 

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Tony also mentions that Numa helped them identify and resolve customer concerns faster than ever, thanks to Numa’s AI agent that monitors the sentiment of each call and gives them a score so that Tony and his team can review and address them before the situation turns critical. Tony says, “I'm catching those customers now when they're at threes and fours on the hot scale versus where before I would get them at eight, nine, and tens." 

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Increased survey scores, decreased communication complaints

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When the team at Zumbrota decided on an updated communication hub, they had an eye on improving CSI scores. The impact of switching to Numa was immediate and measurable:

• All complaints about missed follow-ups were eliminated 
• Improved Ford service metrics, including higher scores for offering pickup, delivery, and mobile service
• Enhanced customer satisfaction due to faster response times and better communication
• Reduced service escalations, catching customer issues earlier in the process
• Strengthened service advisor performance, providing data-driven insights and AI-generated customer responses

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"Numa isn’t just a tool—it’s part of our team. We’ve named it ‘Employee of the Month’ more than once," Tony joked.

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The only AI Agent Platform for car dealerships

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Numa is revolutionizing dealership operations by rearchitecting communication workflows with AI-powered agents. With Numa’s AI Agent Platform, dealerships like Zumbrota Ford can:

• Never miss a call—AI agents handle calls, texts, and chats around the clock
• Automate service bookings—seamlessly scheduling appointments based on customer needs and dealership availability
• Streamline internal operations—centralizing communication and integrating with Ford’s service metrics
• Enhance customer satisfaction—providing live DMS-driven updates, multilingual support, and proactive service engagement
• Increase revenue—ensuring every service opportunity is captured and maximizing operational efficiency

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Zumbrota Ford is just one of nearly 1,000 dealerships nationwide that have embraced Numa’s AI-driven future. See how Numa can transform your dealership—get a demo today!