Vaughan Automotive’s team generated over 1,200 additional service appointments and $225K in repair orders in a single month across four dealerships with STELLA.
Building a Strong Foundation
Vaughan Automotive is a growing dealership group supported by a centralized BDC that manages service appointment demand across multiple rooftops. As the group expanded, maintaining service performance across stores became increasingly complex.
Leading this effort is Jocelyn Bui, Corporate Fixed Ops Specialist, who oversees service, parts, collision, and reconditioning operations. When she joined, the group was already expanding. Within weeks, they purchased another dealership, increasing the demand on the centralized BDC.
Rather than maintaining the status quo, Bui rebuilt the operation with stronger accountability, clearer standards, and improved compensation plans for the BDC team.
“Great tools only work if you have the right people and the right process first,” Bui said. “Once that foundation is there, technology amplifies what your team can do.”
The Challenge: Capturing Every Service Opportunity
Before implementing STELLA, Vaughan Automotive’s BDC handled inbound and outbound service calls and appointment scheduling for multiple dealerships. While the team was effective, inbound call volume created a bottleneck, preventing outbound calling which is the real revenue driver.
Many calls were service scheduling requests, status checks, or transfer calls that required agent time but didn’t require deep expertise. As the dealership group grew, it became harder for the team to capture every inbound opportunity.
“We needed help with inbound calls,” Bui said. “If you miss those calls, you’re missing service appointments.”
Implementing STELLA to Support the Process
After strengthening the BDC structure and processes, Bui introduced STELLA Service.
STELLA is an AI-powered revenue platform built by dealers for dealers. It automates inbound and outbound customer engagement across sales and service and sits deeply integrated into the DMS, CRM, scheduler to convert more demand into measurable revenue without adding headcount.
Bui positioned STELLA as a tool to support the team, not to replace them. To ensure the rollout was successful, Bui focused on transparency with her BDC team. Some agents initially worried that an AI voice assistant would take away the easiest appointments and reduce their earnings.
“I told them we would try it for two months,” Bui said. “If the AI started creating too many complaints and not enough appointments, then we would take it out. But after two months, we’ve still got it running and it’s become a part of our system.”
The Results: More Appointments and Revenue
The impact was immediate. In one month alone, STELLA booked an additional 1,201 service appointments across Vaughan Automotive’s dealerships. With a 64% show rate from STELLA set appointments, hundreds of those appointments converted into customers arriving for service.
Those additional visits generated $225,000 in total repair order revenue, including $110,000 in labor gross and $36,000 in parts gross.
“We immediately saw more appointments being booked,” Bui said. “When those customers show up and create repair orders, that’s where the impact really happens.”
For Bui, the key takeaway is that success comes from the combination of strong leadership, clear processes, and the right technology.
“AI isn’t a replacement for your team,” Bui said. “If you have the right people and process, tools like STELLA just bring everything together.”
