Case Study: a large mechanic company boosts QA output and cuts evaluation time by 75% with Observe.AI

Fast-Growth Mobile Mechanic Startup Drives 4X Increase in Bookings & Improves Agent Empathy Scores by 32%

Large Mechanic Company, a Fortune 300 car dealership group, needed to help its QA team evaluate more calls with fewer resources after a sudden shift to remote work. Before using Observe.AI, analysts manually searched for calls, reviewed recordings multiple times, and tracked scores across spreadsheets and systems, spending about an hour per call while trying to maintain customer experience quality.

By implementing Observe.AI Auto QA, Large Mechanic Company unified its QA process and automatically evaluated up to 100% of interactions using standardized Moments, keywords, and sentiment detection. With Observe.AI, the company increased evaluations completed within 30 days by 7.6%, monitored 100% of voice calls, and reduced call evaluation time by 75%, from one hour to just 15 minutes.