Case Study: FJ Chalke improves customer experience and boosts sales efficiency with Mediahawk call tracking

Mediahawk helped FJ Chalke improve the customer experience and boost sales efficiency

FJ Chalke is a long-established family car dealership (since 1929) representing Nissan, Kia, Fiat, Isuzu and Suzuki, and had been using Mediahawk call tracking for over five years. The dealer faced a growing challenge: enquiries were not being responded to efficiently or effectively, yet research shows customers often buy within 48 hours of first contact, so improving response and sales handling was critical to remain competitive.

Mediahawk implemented call tracking, call scoring and call-listening processes, with FJ Chalke assigning staff to attribute and score calls. Analysis of over 4,500 tracked calls (Jan–Apr) revealed 59% went unanswered and 20% of answered calls didn’t reach a salesperson first time; moving that 20% to 10% would materially increase sales opportunities. Using Mediahawk’s reporting, FJ Chalke introduced a new telephony system, intensive sales-phone training, and reallocated marketing spend (more to classifieds and PPC, and focus on their website), delivering immediate and sustained improvements in call quality, customer experience and sales efficiency.

FJ Chalke

Steve Fowler

Dealer Principal