Phones ringing off the hook at sites, a contact centre that cannot see the diary, and pressure to use AI.
Every call to the right place, every hour booked
Service bookings, recalls, finance questions and sales enquiries land on sites that are busy with customers in front of them. We join up your sites, central team and dealer systems, so every call is answered, booked or passed on with the full picture.
Every site and the contact centre in one viewDealer system connected
Site busy: call passed to the contact centre in 20 seconds
Trusted by teams where every conversation counts
Sound familiar?
What automotive leaders told us before we started
In their own words, from manufacturers, dealer groups and motor finance teams we have spoken to this year.
“As soon as an hour's passed, we've lost that opportunity to sell it again, so if there's a tech that's not working flat out... I can't sell that hour again.”
Aftersales operations lead, vehicle manufacturer
“We've got Vauxhall Takata airbag recall, which means that when we mail those customers, all the retailer's phones ring off the hook.”
Aftersales operations lead, vehicle manufacturer
“It did highlight that there sometimes is a disconnection between a remote call centre and a site.”
Aftersales operations lead, vehicle manufacturer
“It's not easy to integrate with Dealer Web. We've had people trying to integrate with Dealer Web for up to 3 years.”
Telephony manager, car dealer group
“There is a sense of worriness with regards to the AI and how it fits in with our ethos, because we know a lot of our customers, we have a huge loyalty base and a lot of returning customers.”
Head of aftersales, family owned dealer group
“Within the current system that we have, we just have it as missed calls, and unless somebody chooses to go and ring that number back, it will remain a missed call.”
Contact centre manager, vehicle rental and leasing
What changes?
One service booking, two very different outcomes
Rings out at the site3 calls, 1 customer lost
8:15am Calls the local siteAdvisers are with customers at the desk. It rings out.
8:30am Put through to the call centreThey cannot see the workshop diary, so they take a message.
11:00am Waits for a call backNobody rings. The missed call stays missed.
Next day Books elsewhereAn independent garage gets the work, and the workshop hour is lost.
Answered and booked1 call, booked in 2 minutes
8:15am Site busy, answered centrallyPicked up in seconds by the contact centre or AI.
8:17am Booked into the workshopStraight into the dealer system diary, with a confirmation text.
On the day Everything readyParts, history and the customer's notes waiting at the desk.
Illustrative example
Who feels the difference?
More hours sold and fewer calls missed, across every site
Workshop hours filledEvery service and recall call answered and booked.
Recall peaks absorbedOutbound booking and overflow when the letters go out.
Advisers free for the deskRoutine calls handled, so the customer in front gets the attention.
The diary visible centrallyWhoever answers can book, not just take a message.
Where does AI fit?
AI that books the routine and respects your customers
Service and recall bookingsCustomers booked straight into the workshop diary.
Overflow and out of hoursMessages taken, triaged and called back when sites are busy.
Your tone, your brandNatural conversations that fit a loyal customer base, not a robotic script.
Clear limitsA person always one step away, especially in finance and collections.
Live callInbound, 08:15AI agent
CallerI've had a recall letter about my airbag and want to book it in.
Vehicle identifiedRegistration and recall confirmed0:18
Site and parts checkedParts available at the nearest site0:31
Courtesy car neededCustomer relies on the car for workPriority0:40
Booked into the workshopWritten to the dealer system, text sent0:52
Logged to the audit trail. Illustrative example.
20%shorter calls at Bromcom
100%of calls quality checked at MBS
Client result1 weekfor a motor finance contact centre to settle into its new platform, in the team's own words: from “we hate it” to “ticking along”.
It's so stressful putting something brand new in, isn't it? Managing all of that... but actually, I think the way we did it was perfect.
Contact centre managerMotor finance client
More client results
Answer100% of calls
Record100% of calls, including handoffs
Moveonto a new platform in 30 days
Cutcost per contact by 30%
Why they chose us
“It's working, it's perfect, it's a lot better than what we had before. Reporting's working well.”
Contact centre manager, motor finance
“The callback functionality is really good, actually, so I wasn't going to put that in, and then Jack kind of forced me. And it's actually working really well.”
Contact centre manager, motor finance
“He caught things we would have completely missed. On paper, everything looked similar, but Mark knew what looked similar wasn't actually similar.”
Justine Long, Head of Operations, CA Auto Finance
Which platform?
Joined to the dealer systems your sites already run
We work across the leading communications platforms and connect them to your dealer management system, so bookings, history and call records sit together. Where a dealer system is hard to reach, we tell you early and find the route that works.
Calls routed across sites and the contact centre
Bookings written to your dealer system
Every call recorded, handoffs included
The true cost, set out before you commit
Communications and contact centre
AI agents
Plus your dealer management system
How does a project run?
A proven approach, shaped by more than 150 projects
01
Review
We measure how calls reach your sites and centre, where they are missed and what the lost hours cost.
02
Design
Routing, booking and AI designed around your brands, sites and dealer systems.
03
Build
Built alongside the old system, tested fully and switched over site by site.
04
Run
Our own team stays on, reporting on answer rates, bookings and what AI handled each month.
What do people ask?
Common questions
How do sites and a central contact centre work together?
Calls go to site first, then fall over to the centre or AI if nobody answers quickly, with the booking diary and history visible to whoever picks up.
Can it book straight into our dealer system?
In most cases, yes. We connect to the major dealer management systems, and where one is hard to reach we say so early and agree the best route.
Can AI help with recalls?
Yes. It can call or message registered customers and book them in, so a recall mailing does not swamp every site at once.
What about motor finance customers?
Contact is set up to treat customers fairly, vulnerability is flagged and every call is recorded, so you can evidence good outcomes to the FCA.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us