Conversica > Case Studies > Mercedes-Benz of Plano Boosts Lead Engagement by 56% with Conversica's AI Solution

Mercedes-Benz of Plano Boosts Lead Engagement by 56% with Conversica's AI Solution

Technology Category

Networks & Connectivity - 5G
Sensors - Level Sensors

Applicable Industries

Automotive
Telecommunications

Applicable Functions

Product Research & Development
Sales & Marketing

Use Cases

Personnel Tracking & Monitoring

About The Customer

Mercedes-Benz of Plano is a family-owned and operated dealership located in the Dallas-Fort Worth metroplex. The dealership, which is part of the Ewing Automotive Group, prides itself on its exceptional level of personalized customer service. The company was founded in 1940 by the great grandfather of the current Dealer Principal, Fin Ewing III, and has grown to include franchises in Maybach, GMC Truck, and Mercedes-Benz. Despite its growth and the addition of a new state-of-the-art rooftop, the dealership has maintained its commitment to one-on-one communication with its clients.

The Challenge

Mercedes-Benz of Plano, a family-owned dealership in the Dallas-Fort Worth metroplex, was struggling with a low email response rate of 23-24 percent, which was affecting their lead engagement. Despite having a large team of 40 sales associates, 18 service advisors, and 60 service technicians, the dealership found it challenging to maintain personalized, one-on-one communication with their growing client base. Their existing process involved the sales staff contacting new leads three times per day for five days, twice via phone and once via email. However, this approach was not yielding the desired results, with many potential clients reluctant to engage in phone conversations during their initial research phase. The dealership also discovered that the language used in their emails was triggering spam filters, further reducing their response rates.

The Solution

Mercedes-Benz of Plano turned to Conversica's AI Automated Sales Assistant to address their lead engagement challenge. They named their new AI assistant 'Tiffany'. Tiffany was able to engage with the dealership's steady flow of incoming leads, assess each client's level of interest, and provide relevant information before passing them on to a member of the sales staff for further assistance. This AI solution was able to communicate with leads like a human being, establishing a personal connection and improving the likelihood of closing a sale. The dealership also used Tiffany to follow up with clients and gauge interest, particularly focusing on 'leads at risk' - leads that had shown interest but were falling through the cracks. This allowed Mercedes-Benz of Plano to readjust their business approach and significantly improve their engagement and close rates.

Operational Impact

The implementation of Conversica's AI Automated Sales Assistant had a transformative impact on Mercedes-Benz of Plano's operations. The dealership was able to significantly improve its lead engagement and sales close rates, with engagement rates increasing from 25 percent to 80 percent. The AI solution also helped the dealership identify and address the issue of their emails being flagged by spam filters. The sales team, which was initially resistant to the change, quickly saw the benefits of the AI assistant, as it made it much easier for them to follow up with clients who were now more likely to respond to their emails. The dealership was also able to better focus on 'leads at risk', leading to improved client retention.

Quantitative Benefit