If you feel like your dealership is drowning in phone calls, you’re not alone. STELLA Automotive AI’s recent AI survey of dealer principals, general managers, fixed-ops managers and others in the industry found that 85.7% of dealers consider call handling a significant challenge. The problem is bigger than you think. Dealers report missing up to 26% of their calls during business hours, and 71.4% of dealers agree that missed calls are their biggest phone-related issue. Every one of those missed connections is a potential sale or service appointment walking out the door to a competitor.
The domino effect of poor call handling
Even when a call is answered, the customer journey is often far from perfect. According to CDK Global, waiting in various parts of the auto-buying process is one of the biggest “friction points” for customers. The issue goes beyond just the calls that ring out. The real challenge includes:
- Long hold times: A customer with a simple question about service hours gets put on hold for five minutes while your receptionist hunts down a service advisor. Reducing wait times on the phone and at the dealership is key to improving the customer experience.
- Staff overload: Your most valuable team members—your BDC agents, salespeople, and service advisors—are tied up answering the same routine questions over and over, such as “Are you open on Sundays?” or “Can I schedule an oil change?” This pulls them away from high-value tasks that actually generate revenue.
- Inconsistent customer experience: The quality of service a caller receives depends entirely on who answers the phone and how busy they are at that exact moment. Bilingual customers who speak Spanish, for example, might not be able to reach anyone at the dealership who can help them with their automotive needs.
- Increased no-shows: If a customer can’t get through to cancel, the appointment slot stays blocked. Service bays or sales appointments sit idle, creating gaps in the schedule and wasted labor hours. You lose the chance to re-book the slot for another paying customer.
These dealership phone system problems create friction, frustrate customers and ultimately cost you business.
The AI solution: Your 24/7 digital receptionist
So what is the best way to handle inbound calls at a car dealership? How can you stop missing calls at your dealership? The answer to pervasive dealership phone system problems like those listed above is conversational AI that is geared toward the automotive retail industry. Conversational AI for dealerships has impacted automotive dealerships nationwide in a positive way. Here’s how:
Imagine a system that works around the clock, never gets overwhelmed, never needs a coffee break and can handle hundreds of calls simultaneously. That’s the power of AI-powered call handling solutions.
An AI provider like STELLA can:
- Work 24/7/365, ensuring every single lead and customer inquiry is captured, day or night. It never misses a call. STELLA answers every call on the first ring, setting an appointment in less than 2 minutes or canceling an appointment in under 30 seconds, allowing you to re-book that slot.
- Instantly handle routine inquiries, answering common questions about hours, location and service offerings without human intervention.
- Free up your team to focus on what they do best: building relationships, conducting test drives, and closing deals.
- Engage with Spanish-speaking customers to answer their questions and schedule their appointments.
- Keep your data secure thanks to a SOC-2 compliant closed system.
- Integrate with your DMS and CRM platforms to make your dealership more effective and efficient.
More importantly, STELLA AI provides a flawless, consistent and professional experience for every single person who calls your dealership.
The proof is in the appointments
Dealers who’ve made the switch from traditional phone systems to an intelligent, AI-driven platform aren’t looking back. The results speak for themselves: In our automotive AI survey, 60% of dealers reported a significant increase in their appointment set rates after implementing an AI call handling solution. Additionally, 40% of dealers realized ROI from implementing AI in their operations in less than three months.
Why the dramatic jump? Because AI doesn’t just answer the phone. It intelligently routes complex calls, books service appointments directly into your system and captures lead information flawlessly, turning inbound callers into tangible opportunities before your team even has to pick up the phone. What’s more, STELLA reduces customer wait times and the need to repeat themselves. With whisper technology, STELLA provides staff members with caller details and records call transcripts so they have the information they need to improve the customer journey.
Stop leaking revenue and start driving growth
The days of accepting missed calls, long hold times and an overwhelmed staff as the “cost of doing business” are over. STELLA AI offers a seamless, efficient and cost-effective way to solve your biggest call-handling challenges, ensuring every call is an opportunity captured, not an opportunity lost. It’s the best way to handle inbound calls in the modern automotive landscape.
Ready to stop losing a quarter of your potential business and start converting calls into customers? It’s time to see what AI can do for your dealership.
