Case Study: OEConnection achieves scalable dealer engagement, improved retention, and 5,700 hours saved with Conversica AI Assistant

OEConnection Better Engages, Retains, and Grows Its Base With a Conversica AI Assistant

OEConnection, a provider of data, software, and services for OEM parts sales, relied on a 20+ person Customer Success team managing 500–1,000 dealers each across 16K+ dealer customers and 37K active shops. Manual email and phone outreach was time-consuming and often missed at-risk accounts, leading to low engagement and unexpected cancellations—forcing the company to look for a scalable way to engage more customers without adding headcount.

They deployed Conversica’s AI Assistant for Customer Success (personified as “Jenna Grant”) to run personalized, automated outreach—scheduling reviews, re-engaging drop-offs, prompting feature use, and qualifying upsell and at-risk accounts. Within months OEConnection achieved a 23% engagement rate, saved about 5,700 work hours, improved contact data and retention, and enabled the small team to productively cover 20K–30K shops without hiring additional reps.

OEConnection

Carrie Watson

Director of Customer Success