Case Study: Transforming Dealership Operations with STELLA Automotive AI
- Marette Flora
- Mar 7
- 2 min read
Updated: Mar 11
Based in Indianapolis, the Tom Wood Automotive Group sought to enhance its service operations by integrating STELLA Automotive AI. This case study explores how the adoption of STELLA AI transformed their business, leading to increased efficiency and profitability.
Background
William Demaree, Director of Fixed Operations at Tom Wood Automotive Group, recognized the need to alleviate the burden on its BDC. The goal was to manage customer inquiries more effectively, especially during off-hours, and to shift focus from inbound to outbound calls. STELLA Automotive AI was implemented to streamline operations and improve customer service.
Implementation of STELLA Automotive AI
After discovering its potential at the NADA event, the Tom Wood Automotive Group implemented STELLA AI over two years ago. The primary objective was to reduce inbound call volume by 20%, allowing the BDC to concentrate on generating new business through outbound calls. STELLA AI's integration with existing systems allowed customers to schedule appointments for services like oil changes and recalls at any time.
Results
The results exceeded expectations. The dealership's call center transitioned from handling primarily inbound calls to achieving over 50% outbound call activity. This shift allowed the team to pursue business opportunities, such as declined services and maintenance recalls. STELLA AI achieved a 63% efficiency rate at the group’s Audi store, surpassing the initial goal of 30%.
Impact on operations
STELLA AI allowed the BDC to focus on more strategic tasks, driving revenue and enhancing customer relationships. The AI tool enhanced existing processes and complemented human efforts at the dealership group.
“If you think about it as this AI is going to replace something, you’re wrong. It’s going to enhance a process you already have,” Demaree said. “So be open-minded. Be open to it.”
For dealerships considering AI solutions, the experience of Tom Wood Automotive Group serves as a compelling example. STELLA Automotive AI proved to be a top-tier solution, offering significant improvements in efficiency and customer service.
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