Misrouted Calls and Inefficiency
Agents were routinely burdened with administrative and misdirected calls, making it difficult to maintain high standards at the busy imports dealership.
- Resource Center
Success Story: Bob Johnson Imports
SUCCESS STORY
How Bob Johnson Imports cut Contact Center volume by 25% using AI Receptionist
The challenge
Bob Johnson Imports, as the flagship imports franchise of Bob Johnson Automotive Group, encountered major operational hurdles when forced to shift two call centers—dedicated to sales and service—back to in-office work, resulting in a dramatic 60% agent attrition:
Outgrowing Legacy Phone Systems
Aging phone systems were rigid and difficult to manage across the nine-location group, slowing the whole team down.
Resource Constraints after Staff Departure
Losing nearly two-thirds of the call center workforce put pressure on remaining resources and risked impacts to sales and customer service.
Pressure to Control Costs
Rehiring or adding headcount would be expensive, so effective automation became essential to keep costs in check.
Results at a glance
Read on to learn how Bob Johnson Imports reached these success metrics.
Reduced call volume requiring human interaction
Instant answer rate
Customer availability across all locations
Unified on a single communications platform
The solution
Bob Johnson Imports chose GoTo Connect for Automotive and AI Receptionist to modernize communication for all nine franchises in the group.
Key steps and features included:
- All-in-one Phone System: All Bob Johnson Imports franchises now operate on the all-in-one GoTo Connect platform.
- Virtual assistants: Rather than backfill lost positions, the dealership deployed AI Receptionist, which answers every call instantly and routes callers by voice request—cutting agent workload.
- Custom, franchise-level operations: Configuration and updates are handled internally, making it easy to customize for the evolving needs of each location.
- Smooth rollout: Leaders within Bob Johnson Imports piloted the system, surfacing scenarios unique to the organization, before a full rollout that ensured high team buy-in.
- Seamless CRM integration: Bob Johnson Imports integrated VinSolutions for sales tracking, ensuring alignment between communication and business systems.
Conclusion
With GoTo Connect for Automotive and AI Receptionist, Bob Johnson Imports turned a 60% staffing loss into an opportunity to cut costs, keep customers happy, and increase agent capacity across all nine franchises. By fully committing to the platform rather than just adopting it, the dealership built a blueprint for digital transformation in the automotive industry.
Transform every customer conversation.
See how GoTo Connect for Automotive helps dealerships improve responsiveness, streamline operations, and drive better customer outcomes.