How Van Horn Auto Group turned missed calls into autonomous appointments

The phone never stops ringing. We started tracking how many phone calls we miss, and it's just overwhelming. It's not a personnel issue. They're doing everything they can. They're going above and beyond. There was just too much of a load.

Voice has made a deep impact early on in the business. We've seen of a 100 calls, and that doesn't mean those are all scheduled intent, but 58 appointments scheduled autonomously on a Monday by the Voice AI agent. Since we launched, Voice AI has taken over 3,000 calls, 91% of those without human interaction. Our Voice AI's name is Ellie and she's one of our employees, one of our people and yeah, we love her.

Ellie tries to get as much detail as possible at the time of appointment or when the guest comes in. We're able to start way ahead of where we would have normally started because we have all these questions already answered. It's a very specific diagnosis, not there's a noise coming from the car during startup. My service advisors are spending less time on the phone and more one on one time with our guests when they're actually in the building.

My agents have a lot more time to do out bound and their daily duties and they also have more time to focus on other customers that need more attention.

Our other software companies, if there is an issue, it's always coming out in the next update. Podium, especially with LA, is able to update it on the spot. In thirty years of doing this, I haven't seen anything make an immediate impact that's bigger than what she's done. Anything you tell her, you only have to tell her once. To be able to train a new employee to have years of experience in one day is a game changer.