Case Study: Leading National Auto Service Provider achieves more than a two-point increase in call conversion rate with Marchex

Leading National Auto Service Providing Company - Customer Case Study

Leading National Auto Service Providing Company struggled to manage and standardize phone performance across hundreds of locations—calls varied widely in ring times, script adherence, appointment offers and conversion rates, and manual call listening was labor‑intensive, costly and unscalable. They engaged Marchex to deploy script tracking and automated call‑scoring so they could get real‑time, comprehensive insights into every call rather than relying on small, biased samples.

Marchex implemented automated script tracking and scorecard-based analytics to measure representative performance, flag high‑intent calls and surface lost opportunities by store (for example, contrasting top performers like Store 255 with underperformers like Store 4056). Using Marchex’s solution the company gained actionable visibility and coaching opportunities and achieved a measurable improvement—more than a two‑point increase in call conversion rate over six months—while tracking site-level metrics to drive continued improvement.