Case Study: Auto Dealership increases appointments and cuts missed calls with Marchex

Auto dealership uses Marchex to take back control of the phones

Auto Dealership Company, a dealership of a major auto brand, relied on phone calls for appointments, service quotes, and sales leads but experienced a high failed call rate after launching a dedicated customer service phone program. Using Marchex Call Analytics, the business development manager traced the problem to the service department answering slowly, which was costing the dealership missed opportunities and revenue.

Marchex provided its Call Analytics dashboard and insights so the manager could see who answered calls and who didn’t; the team then instituted a “3‑ring rule,” gave the service manager dashboard access and training, and began returning missed calls. As a result, Marchex helped Auto Dealership Company decrease failed calls, increase appointments, and regain control of phone-driven customer interactions.