Case Study: Tacoma CDJR boosts CSI and employee performance with Numa

Tacoma CDJR boosts CSI by 20 points with Numa

Tacoma CDJR, a dealership with a service team of 57 employees, faced challenges due to a lack of a modern communication platform. Their tools lacked real-time DMS visibility, which created delays, frustrated employees, and led to an inefficient customer experience. Seeking to elevate team performance, Service Director Eric Frost sought a solution from the vendor Numa.

Numa provided a platform that unified voice, text, and chat with real-time DMS data in a single interface. The solution was adopted by 100% of employees within 24 hours and helped centralize communications on dealership-owned channels. Since implementing Numa, Tacoma CDJR achieved a 20-point increase in CSI, a 15-minute average response time, a 12% increase in appointments booked, and captured 71% of missed calls.

Tacoma CDJR