"Before STELLA AI, the hold time to set an appointment was over 3 minutes. Now STELLA AI answers all our calls if we don’t immediately pick up."

"I have trained 65 people in the last year, and I’d rather turn on STELLA AI than train one more BDC rep."

"Our BDC used to focus 80% of their day on inbound calls. With STELLA AI our BDC has tripled its outbound calling efforts."

"STELLA AI answers all of our service appointment calls which allows my service advisors to focus on customers in the service drive and my BDC team to focus on outbound calls".

"With STELLA AI we were able to dramatically decrease our costs compared to using an outsourced BDC."

"It really is a win-win… we are setting more appointments and providing a better experience for our customers."

"STELLA AI set 670 appointments in our group’s first week of trial, and we haven’t turned her off since."

"STELLA AI is helping our dealers be better operators and helping them scale at a rate we could never do in this job market."

“With STELLA, my show rates go up, my service advisors are off the phone and working with customers, and my BDC can actually make outbound calls.” 

Dealers and Car Owners value the results that only STELLA can deliver

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Lou King Breault

Joe Hansen

Fixed Ops Director

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Stuart Berkley

GM at Middletown Honda

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Results That Speak for Themselves longV3.mp4

**Challenge:**

Shaun “NIFF” Kniffin, Director of Marketing & Technology for the Germain Motor Company recognized that some stores were experiencing longer than average hold times and a higher percentage of calls that did not reach the intended agents. Without a functioning service BDC some stores were creating bottle necks of callers with multiple attempts from customers trying to reach their designated service advisors to either schedule appointments or receive quick status updates.


**Solution:**

By removing simple service scheduling processes from the flow of inbound calls, the newly-installed STELLA allows for more person-to-person interaction to happen without sacrificing the ease of scheduling appointments. This improves the customer experience by allowing technology to replace human interaction when necessary and acceptable, while allowing more time for the more complicated conversations regarding the status of vehicle being serviced.


**Result:**

Customers really like the ease of use of interacting with STELLA. The cost savings of having to attract, develop and retain quality associates is a nice serendipity when using technology to bridge the gaps when staffing continues to be lighter than usual. According to Kniffin, “Our expectations are to continue to use STELLA technology to make things easier for both our associates and our customers.”



Germain Motor Company Case Study R1.pdf

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**Challenge:**

Jason Aufiero, General Manager of Boch Toyota, recognized that they were missing calls and that customers were complaining about not being able to get through to the dealership to set appointments.  He leveraged his third-party BDC to help, but the BDC got too bogged down answering calls that they couldn’t place their expected outbound revenue-generating calls. 

**Solution:**

Jason researched systems to supplement his BDC and discovered STELLA.  He found that STELLA could handle some of the simpler inbound calls using its cognitive reasoning and ability to streamline repetitive tasks.  According to Jason, “STELLA offers our customers a seamless experience.  Even though it’s automated, STELLA sounds very natural and is able to set appointments very efficiently.” 

**Result:**

After two months, Jason now relies on STELLA to answer all inbound service calls.  Jason says, “We have realized a cost savings with our external BDC, but the biggest benefit is that all our customers calls are getting through – and they are no longer complaining.  It has been a game changer for our Service Department.” 


Dealers and Car Owners value the results that only STELLA can deliver

Lou King Breault

Our Dealers Tell us…

Car Owners enjoy doing business with STELLA.

Video Testimonials

Case Studies

Case Study:

Germain Motor Company

Case Study:

Boch Toyota