Case Study: Michael's Subaru of Bellevue boosts customer satisfaction with Numa

Michael's Subaru of Bellevue rises from the 50th to 90th percentile with Numa

Michael's Subaru of Bellevue, a car dealership, faced challenges with an expensive outsourced call center service that created more work for its team and led to customer miscommunications. Service Director Chad Brintnall sought a new solution to gain visibility into his team's performance and improve the customer experience, leading him to the vendor Numa and its AI agent platform.

By implementing Numa's AI agents, the dealership gained complete visibility into call metrics and customer sentiment through a centralized dashboard. The results were immediate; within just three weeks, the dealership's customer satisfaction score for its appointment process, as measured by Subaru, jumped from the 50th to the 90th percentile. Numa also provided the team with more control over their day, allowing them to focus on sales and customer service instead of being stuck on the phone.

Michael's Subaru of Bellevue