Case Study: Gulfgate Dodge · Houston, TX

Challenge:

Fast-pace, exceedingly busy dealership in a large metropolitan area with limited internal infrastructure to handle the increase in customer calls volume due to advertising, sales and service. With limited staff and bandwidth to train and manage an in-house business development center, they required a solution that could help them the stay connected with and service a large customer base without sacrificing customer satisfaction and care.

Solution:

Find a business partner that is a seamless extension of the service desk that will represent the business in a professional and knowledgeable manner that is attentive to every customers phone service needs for both sales and fixed operations.

“As a result of our strategic marketing efforts, we began to enjoy a significant increase in sales and service activity. As we grew, we discovered that our infrastructure was not equipped to handle the volume of customer interaction. Traver Connect offered us a solution that enables us stay on top of our customer base and not lose any opportunities to fulfill our customer’s vehicle maintenance and retail needs. Traver Connect is a perfect business fit and a great solution as they offer services that can accommodate both service and sales,” commented Dale Early, General Manager of Gulfgate Dodge in Houston, TX. Early notes, phone activity is extremely important to Gulfgate Dodge as they heavily invest in all forms of advertising. “Being able to manage our phone customers is vital to our business operation. Traver Connect helps us maintain our high customer standards and not lose sight of any customer.”

Early and his Fixed Ops Director, Allen Johnson, recognized they were struggling to keep up and wanted to avoid eroding customer satisfaction due to inefficiencies, thus Traver Connect was implemented in May 2013. “We needed to have systematic process in place that enables us to stay connected to the customer and schedule service appointments so we could better serve them. By freeing up our advisors from managing our high call volume, they are now able to focus on working directly with the customers in the drive and provide a higher level of service,” stated Allen Johnson.

Traver Connect is a true business partner that helps turn a problem into a proven profit center. We deliver a 3-step total phone solution:

  • Answer every single call
  • Ask to book every appointment
  • Pre-sell time and mileage services

To learn how Traver Connect can help improve your brand experience, enhance your culture and increase your service profits, give us a call at 855.891.0010.

AVERAGE HOURS PER RO

1.2
Before Traver Connect
1.7
After Traver Connect
Please tell us about your dealership, we understand it is a large Metro Dodge store in Houston, TX .

Since 2002, Gulfgate Dodge has been under same ownership. For the last 3-4 years (2010-2014) have experienced tremendous growth which created some pain points that we needed to resolve.

With the increase in sales and service activity, we discovered that our infrastructure was not equipped to handle the volume of calls and customer interactions with our current staff. We needed to find a solution that would help us catch up and not lose the opportunity to service the customers who we were now engaging with. Traver Connect is a perfect business fit and a great solution as they offer services that can accommodate both service and sales. Phone activity is extremely important to us as we are investing in a lot of advertising, digital marketing and have high foot traffic. Being able to manage our phone customers is vital to our business operation. Traver Connect helps us maintain our high customer standards and not lose sight of any customer.

In May 2013, we engaged in business with Traver Connect. They stepped in and provided relief for our pain point; they are a thread of the dealership. We view them as part of our infrastructure and we don’t view them as just a vendor resource.

What needs drive your decision to implement the Incoming Service Appointment Call solution with Traver Connect?
It’s a no brainer to implement Traver Connect. The cost to hire the amount of quality individuals Traver Connect offers would be extremely expensive and daunting task to manage in the dealership. Being able to leverage Traver’s call center team makes it more than cost effective to have them manage our customer call activity vs. taking on the hiring of a complete internal call center team.

We were struggling to meet our inbound phone needs. We couldn’t keep up. Our call activity is everything from customers wanting to schedule an appointment to them asking us to diagnosis their vehicle issues over the phone. We need to have systematic process in place that enables us to stay connected to the customer and schedule service appointments so we can better serve them. By freeing up our service advisors from having to manage the high call volume, they are now able to focus on working directly with the customers in the service drive, managing their business processes and ultimately being able to provide a higher level of service to our customers who are in the dealership.

We have a professional yet regimented appointment process that enables us to perform service in a timely manner. We’ve eliminate the “free for all” mentality we had and our customers have adapted to our new processes.

As a business partner, Traver Connect helps us manage our shop loading. We have hours to sell and Traver helps us maximize our day so we can fill our bays, so we can ensure our department is operating at its optimum levels.

BEFORE TRAVER CONNECT

58 repair orders per day
$264.11 per RO

AFTER TRAVER CONNECT

73 repair orders per day
$281.27 per RO
What changes have been most obvious as a result of this process - both positive and negative – since making this commitment to an outsourced Service BDC with Traver Connect?

By creating a structure and appointment process, we have seen an increase in hours per RO. Our service advisors have gained 2-4 tenths more per RO since we have been using Traver. In addition, we have been able to increase our RO count since we are more organized and can service more customers in a day.

If a dealership is considering to outsource their service appointment calls what advice would you offer them?

First, you have to be honest and evaluate your current situation. Make a determination, are you managing your inbound call activity effectively with your current staff and infrastructure? If you are missing calls, then you are missing sales and service opportunity and the ability to stay connected and be there for every customer. The only real option you have is hire a business partner that can fulfill this necessity.

Dealerships are great at face-to-face, but we aren’t great at managing the phones. It’s prudent to work with a company like Traver Connect that will make this as seamless as possible.

Dale Early · GM · Gulfgate Dodge | Allen Johnson · SM · Gulfgate Dodge