Conversica Case Studies Superstar AI Assistant ‘Heidi’ Boosts Revenue by Over $2 Million in 2015

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	Superstar AI Assistant ‘Heidi’ Boosts Revenue by Over $2 Million in 2015 Conversica

Superstar AI Assistant ‘Heidi’ Boosts Revenue by Over $2 Million in 2015

Conversica

Technology Category	Networks & Connectivity - 5G Sensors - Level Sensors
Applicable Industries	Automotive Telecommunications
Applicable Functions	Maintenance Sales & Marketing
Use Cases	Onsite Human Safety Management Smart City Operations
Challenge	Matt Ford, a family-owned dealership in Independence, MO, faced the challenge of improving communication with potential clients about the dealership while maintaining their award-winning customer service reputation. The dealership, run by brothers Ryan and Todd Matt, prides itself on its customer service, having received the Ford Lincoln Mercury’s President’s Award for outstanding customer service 19 times. Despite being a small-town dealership, Matt Ford handles a large clientele, with a team of six salespeople tasked with maintaining communication with 60 leads per month and closing on 1,200 sales per year. The challenge was to maintain this high level of service and communication with potential clients, without compromising on their quality of service. Read More
About Customer	Matt Ford is a family-owned and operated dealership located in Independence, MO. The dealership is run by brothers Ryan and Todd Matt and has been in operation for almost four decades. A significant part of their success is attributed to their dedication to customer service. Matt Ford is a 19-time recipient of Ford Lincoln Mercury’s President’s Award for outstanding customer service and consistently ranks in the top 35 for customer service of all Ford dealerships throughout the country. Despite being a small-town dealership, Matt Ford handles a large clientele, with a team of six salespeople maintaining communication with 60 leads per month and closing on 1,200 sales per year. Read More
Solution	To address this challenge, Matt Ford introduced 'Heidi', a Conversica® Sales AI Assistant, to their team. Heidi was brought on board initially as a cost-saving measure, replacing a human employee who was responsible for follow-up. However, the benefits of Heidi extended beyond cost-saving. Heidi was able to reach people that the human team was not able to, bypassing issues such as spam filters that often blocked human communication. Heidi also provided alerts to the team when a customer they had difficulty getting a hold of was available, indicating that it was a good time to try calling or emailing them. In terms of customer service, Heidi proved to be adept at handling people, with only one person in two years identifying her as an auto-responder. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Sensors - Level Sensors

Applicable Industries

Automotive

Telecommunications

Applicable Functions

Maintenance

Sales & Marketing

Use Cases

Onsite Human Safety Management

Smart City Operations

Challenge

Matt Ford, a family-owned dealership in Independence, MO, faced the challenge of improving communication with potential clients about the dealership while maintaining their award-winning customer service reputation. The dealership, run by brothers Ryan and Todd Matt, prides itself on its customer service, having received the Ford Lincoln Mercury’s President’s Award for outstanding customer service 19 times. Despite being a small-town dealership, Matt Ford handles a large clientele, with a team of six salespeople tasked with maintaining communication with 60 leads per month and closing on 1,200 sales per year. The challenge was to maintain this high level of service and communication with potential clients, without compromising on their quality of service.

About Customer

Matt Ford is a family-owned and operated dealership located in Independence, MO. The dealership is run by brothers Ryan and Todd Matt and has been in operation for almost four decades. A significant part of their success is attributed to their dedication to customer service. Matt Ford is a 19-time recipient of Ford Lincoln Mercury’s President’s Award for outstanding customer service and consistently ranks in the top 35 for customer service of all Ford dealerships throughout the country. Despite being a small-town dealership, Matt Ford handles a large clientele, with a team of six salespeople maintaining communication with 60 leads per month and closing on 1,200 sales per year.

Solution

To address this challenge, Matt Ford introduced 'Heidi', a Conversica® Sales AI Assistant, to their team. Heidi was brought on board initially as a cost-saving measure, replacing a human employee who was responsible for follow-up. However, the benefits of Heidi extended beyond cost-saving. Heidi was able to reach people that the human team was not able to, bypassing issues such as spam filters that often blocked human communication. Heidi also provided alerts to the team when a customer they had difficulty getting a hold of was available, indicating that it was a good time to try calling or emailing them. In terms of customer service, Heidi proved to be adept at handling people, with only one person in two years identifying her as an auto-responder.

Impact #1	The introduction of Heidi, the Conversica® Sales AI Assistant, led to significant operational improvements at Matt Ford. Heidi was able to reach customers that the human team was unable to, improving communication with potential clients. The AI assistant also provided timely alerts to the team about the best times to contact customers, improving the efficiency of their communication efforts. In terms of customer service, Heidi was well-received, with only one person in two years identifying her as an auto-responder. The dealership also saw an increase in showroom visits, indicating improved customer engagement. Overall, the introduction of Heidi led to improved communication with clients, increased efficiency, and maintained the dealership's high level of customer service.

Impact #1

The introduction of Heidi, the Conversica® Sales AI Assistant, led to significant operational improvements at Matt Ford. Heidi was able to reach customers that the human team was unable to, improving communication with potential clients. The AI assistant also provided timely alerts to the team about the best times to contact customers, improving the efficiency of their communication efforts. In terms of customer service, Heidi was well-received, with only one person in two years identifying her as an auto-responder. The dealership also saw an increase in showroom visits, indicating improved customer engagement. Overall, the introduction of Heidi led to improved communication with clients, increased efficiency, and maintained the dealership's high level of customer service.

Benefit #1	$2 million increase in sales revenue
Benefit #2	$431K increase in net sales profit
Benefit #3	Over 20% increase in close rate from internet leads

Benefit #1

$2 million increase in sales revenue

Benefit #2

$431K increase in net sales profit

Benefit #3

Over 20% increase in close rate from internet leads

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Overview

Superstar AI Assistant ‘Heidi’ Boosts Revenue by Over $2 Million in 2015

Operational Impact

Quantitative Benefit