An analysis of appointments rescued by Numa AI agents reveals when service departments are most likely to be overwhelmed by phone calls, detailing significant revenue opportunity  

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SAN FRANCISCO, CA - December 12, 2024 – Numa, the AI platform transforming auto dealerships, has unveiled 2024 insights highlighting missed opportunities from high inbound call volumes. The findings pinpoint service gaps during peak demand and provide actionable strategies for Owners, GMs, Service Department leaders, and OEMs to enhance customer experience and operational efficiency.

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Numa is creating the AI-native dealership of the future—re-architecting how dealerships run at their core. Its platform integrates AI agents into every aspect of dealership workflows, from recovering missed calls and scheduling service appointments to streamlining team communication and managing customer expectations. Insights from around 600 franchise dealership service departments highlight the impact of these innovations:

• Revenue Opportunity: Service departments risk losing an average of $853,000 annually by failing to answer customer calls and schedule service appointments. Numa’s analysis shows dealerships miss about 158 appointment calls per month, with those in the 75th percentile missing 216 calls. At an estimated $450 per Repair Order (RO), missed appointment revenue can reach $1.17 million annually for a single dealership.

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• Peak Appointment Scheduling Times: Morning hours (8–11:30 a.m.) see the most missed calls as dealerships struggle to manage call volume during peak hours. Over the 2024 reporting period, half of all appointment calls were made during this time.

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• Preferred Appointment Days: Mondays and Tuesdays are the busiest days for appointment bookings, with over 52% of weekly incoming calls placed by the end of Tuesday. This indicates customers want to address car issues early in the week.

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• Rising AI Adoption: Dealerships have seen a steady increase in both call volume handled by AI agents and average call duration, with almost 16,500 annual AI-handled calls per dealer and 16% greater call durations over two years from 2022 to 2024. This reflects growing customer comfort with AI and improving AI performance.

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Numa’s data provides dealers with a clear roadmap to capture missed revenue, enhance customer satisfaction, and unlock lifetime value:

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• Optimize Staffing: Adjust staffing levels during peak booking hours (8–11:30 a.m. every day) and early in the week (Mondays and Tuesdays) to reduce customer wait times and improve operational efficiency, e.g. re-purpose receptionists or BDC employees to help with appointment booking.

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• Shift Demand: Offer and proactively promote shorter wait times, even when customers reach out to schedule appointments. Smooth demand and increase shop utilization by shifting scheduling demand to late afternoons or later in the week.

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• Give customers what they want: By incorporating AI like Numa into the tech stack, dealerships can answer every single call with almost no wait for customers while rescuing significant service appointment revenue. This capitalizes on the trends of growing customer comfort with AI and rapid performance improvements of AI agents. 

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“Numa works with well over 600 franchise dealerships to deploy AI that not only handles repetitive tasks like booking appointments and giving status updates, but also more complex ones like rescuing dissatisfied customers and unlocking trade-ins,” said Tasso Roumeliotis, CEO and co-founder at Numa “This data highlights the incredible opportunity for dealerships to run customer service operations and BDR teams more efficiently. Our goal is to help dealerships to become AI-native and operate as a dealership of the future.”

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Numa’s latest insights underline the urgency of dealerships adopting technology to address operational inefficiencies in the auto service industry. Many dealers will have an intuitive grasp of these concepts and, for some, this data may be instinctual. But now with hard empirical data, dealerships can have more confidence in making decisions based on these trends. 

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The release of these insights comes on the heels of Numa’s $32M Series B funding. The company also secured the 168th spot on the 2024 Inc. 5000 list of fastest-growing companies and ranked fourth in the AI industry category, boasting a 2,248% three-year revenue growth rate. 

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Methodology: 

This data was collected by Numa and represents around 600 auto dealership service departments in the U.S. between January 1, 2024 and October 31, 2024. 

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About Numa

Numa is building the platform to power AI-native dealerships, rearchitecting automotive service and sales with advanced AI agents that automate customer interactions, streamline operations and reimagine how dealerships work. Founded by the team behind Location Labs, Numa integrates AI into every aspect of dealership functions—from rescuing customer calls and voicemails that generate more revenue to reducing customer resolution times that drive overall customer satisfaction (CSI) to improving dealership team productivity and accountability. Numa has raised $48 million and works with over 700 dealerships across the U.S. and Canada.

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Media Contact

BAM by BIG for Numa

numa@bambybig.agency 

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