Case Study: Willis Automotive Group achieves record CSI and stronger customer communication with Numa

Willis Automotive Group boosts customer-pay labor sales 8% with Numa

Willis Automotive Group, a multi-brand dealership in Iowa, faced significant challenges with customer communication. Their previous tools included a basic texting platform that offered no manager visibility and an early AI phone system that customers rejected. Seeking a better solution, they turned to Numa for its AI-powered communication platform.

By implementing Numa, Willis Automotive transformed its customer interactions. The AI system managed after-hours calls by directing customers to an online scheduler or converting calls to text conversations, eliminating a backlog of Monday voicemails. The platform also provided managers with full visibility into all communications. The results were substantial: the group achieved its best CSI year in history, with the word "communication" disappearing from negative survey comments. Additionally, customer-pay labor sales grew by 8% year-over-year. Numa provided the tools to improve both culture and profitability.

Willis Automotive Group