Case Study: Team Gillman Auto Group boosts revenue and CSI with Numa

Team Gillman Auto Group boosts contact rate to 55.03% with Numa

Team Gillman Auto Group, a Houston-based automotive dealership group, faced a challenge in managing missed customer calls and providing flexible follow-up options beyond simple callbacks. They needed a better way to connect with customers who prefer texting, aiming to increase revenue and improve customer satisfaction without increasing headcount. They chose the vendor Numa for its AI agent solution.

Numa implemented an AI-assisted system to automatically send text messages and make follow-up calls on missed contacts. This solution allowed Team Gillman to contact 55% of customers who needed return calls, resulting in 190 set appointments. The measurable impact included reducing unnecessary hires, increasing dollars per repair order, and boosting Customer Satisfaction Index (CSI) scores by enabling advisors to spend more focused time with customers.

Team Gillman Auto Group