How This Car Dealership Doubled Sales by Outsourcing Customer Service.
When we think about doubling sales at a car dealership, the conversation usually revolves around marketing strategies, promotions, or expanding the inventory. However, one often overlooked aspect that can lead to exponential growth is the way customer service is handled. I’ve seen firsthand how a dealership transformed its business by outsourcing customer service, leading to a dramatic increase in sales and customer retention.
The Situation: Struggling to Keep Up With Growth
A dealership I worked with a few years ago was seeing strong sales growth. The showroom was packed on weekends, service bays were busier than ever, and the team was thrilled with the momentum. However, with that growth came an unintended consequence—customer complaints were piling up.
Sales staff were constantly pulled away from their primary tasks to resolve issues like missed appointments, service delays, or miscommunications on vehicle availability. Managers spent more time handling customer escalations than driving new business. The pressure was mounting, and despite the increased traffic, they were starting to lose repeat customers. I remember talking to the dealership’s general manager, who admitted that the situation felt like they were “putting out fires” daily.
The worst part? Negative reviews and poor CSI (Customer Satisfaction Index) scores were hurting their reputation. And in the auto business, reputation is everything.
The Turning Point: Outsourcing Customer Service
After trying to juggle in-house solutions and short-term fixes, the dealership decided to try something different. They reached out to an outsourced customer service partner, allowing professionals to handle the customer interactions that didn’t require a manager’s or salesperson’s direct attention. This was a bold move, but it was exactly what they needed.
Outsourcing allowed the sales and service teams to return to their core responsibilities. Instead of fielding calls about delayed parts or appointment rescheduling, the dealership’s staff could focus on what they were hired to do: sell cars and provide excellent service in the garage. All customer concerns, from follow-ups to feedback on their experience, were handled by a team that specialized in these areas.
The Results: Doubling Sales and Improving Reputation
Within six months, the dealership saw a noticeable shift. Sales increased by 30% in the first quarter alone, followed by a doubling of their annual sales the following year. How?
Sales Staff Focused on Selling: By freeing the sales team from customer service duties, they had more time to nurture leads, follow up on test drives, and close deals. Salespeople felt more empowered and less stressed, which improved their overall performance.
Better Customer Experience: Customer service was now being handled by professionals who excelled in communication, empathy, and problem resolution. Customers noticed the difference. Instead of waiting on hold or struggling to get updates, they were met with fast, friendly responses. Positive reviews began to flood in, and CSI scores skyrocketed.
Customer Retention: Happy customers became repeat customers. Many who had considered leaving due to service frustrations returned for their next purchase or service appointment because their previous issues were resolved so efficiently.
Improved Service Department Efficiency: The service department also saw the benefits. Technicians and service advisors could focus on repairs and maintenance instead of handling irate customers. The department's productivity increased, leading to higher revenue.
Why Outsourcing Works
For many dealerships, customer service is a secondary responsibility that gets delegated to staff who are already stretched thin. The result? Slower response times, unresolved issues, and unhappy customers. But when customer service is handled by a specialized team, the dealership can reclaim valuable time and improve every touchpoint in the customer journey.
The dealership I worked with isn’t an isolated case. Many dealers today are discovering that outsourcing their customer service doesn’t just improve satisfaction scores—it directly impacts their bottom line. The more efficiently issues are handled, the more time staff have to sell and service vehicles.
How 10x Customer Service Can Help
At 10x Customer Service, we specialize in taking customer service off of dealership management’s plate so they can focus on what they do best—selling cars and servicing their customers’ vehicles. Our well-trained, professional customer service agents ensure that every customer interaction is handled quickly and effectively, so your team can concentrate on closing deals and growing the business.
Whether it's managing complaints, scheduling service appointments, or following up after a sale, 10x Customer Service can help streamline your operations and boost your reputation. Don’t let customer service be the bottleneck that slows down your dealership’s growth. Let us help you transform it into a competitive advantage.
If you're ready to see how outsourcing customer service can double your sales, just like it did for that dealership, contact us today at www.10xcustomerservice.com.