"Customers Calling the Service Dept is a Sign of Failure" — Inside How the Best Dealerships Are Evolving | Industry Spotlight

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Welcome to Industry Spotlight—a focused series hosted by Sam D’Arc, highlighting standout dealerships and innovative companies, and exploring the trends driving success in today’s automotive market. Today, Sam sits down with Paul LeBlanc, Service Director at Longo Toyota, and Derek Simonds, Executive VP Automotive at Numa.

This episode is brought to you by:

Numa - In the world of dealerships, service is everything — but it’s also where everything breaks down. Missed calls, unreturned voicemails, and long hold times are the leading causes of low CSI, poor customer retention, and cost dealers millions in revenue per year. That’s where Numa comes in — an AI communication platform for dealerships. Numa AI Agents answer 100% of missed calls, book appointments, deliver repair updates, automate operational tasks, and—perhaps most powerfully—coach service teams to be sharper, faster, and more responsive. CDG Listeners: Try Numa risk-free with an exclusive 30-day satisfaction money-back guarantee. Visit numa.com/cdg.

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Topics:

02:07 How big is Longo Toyota? 03:46 Best strategies for hiring technicians? 07:05 How AI improves customer communication? 10:31 AI's role in customer experience? 14:37 Biggest AI adoption challenges? 17:32 Measuring AI's financial impact? 22:12 Detecting customer issues faster? 25:41 Customizing AI for dealerships? 30:04 Addressing AI security concerns?

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