Case Study: Courtesy Auto turns missed calls into booked appointments with Numa

Courtesy Auto turns 79.2% of inbound calls into rescues with Numa

Courtesy Auto, a group of seven car dealerships, faced the challenge of inefficiently handling a high volume of daily missed calls and customer update requests. Their manual process for call recovery was time-consuming and yielded very few appointments, while status update calls distracted their agents from revenue-generating work. They implemented Numa, an AI communication service, to automate and improve these customer interactions.

Numa's solution coached missed callers to expect a callback, dramatically increasing answer rates. It also tagged failed appointments with reasons for later win-back campaigns and consolidated customer interactions into a single system. The vendor's reporting showed that at the group's Chevrolet store, Numa achieved a 79.2% caller rescue rate and converted 35.3% of booking conversations into appointments, freeing the team to focus on outbound campaigns.

Courtesy Auto