Buckle up, folks—today we’re shifting gears to recap our great webinar with Bob Calabrese from Ewing Automotive! If you missed it, don’t worry! You won’t be idling long! Here’s your highlight reel, and a link to check it out if listening is more your style.
Meet the Crew: Legends Behind the Wheel
Our pit crew for the day? Damon Covey (General Manager, UC) and Bob Calabrese, Client Relations Director at Ewing Automotive. Ewing Automotive is a fourth-generation champion of a family-owned dealership empire representing Mercedes-Benz, Subaru, Buick GMC, and new-to-Texas VinFast EVs—all with a side of legendary customer service.
The Communication Jam: It’s Not All Smooth Driving
Let’s be honest: dealership communication can be chaotic. Bob rolled out the two biggest bumps in the road:
- Sales teams: Once preferred to use personal cell phones but is now an FTC no-no (not to mention impossible for managers to track or follow up when a rep’s out).
- Service advisors: They had the reverse problem. Advisors weren't willing to use personal phones, so they were stuck at their desks, while customers and cars needed them everywhere else.
This meant slow pit stops for customers waiting on status updates and missed conversations when salespeople couldn’t pass the baton.
Enter GoTo Connect for Automotive: More Than Just a Fresh Set of Tires
Ewing Automotive gave its old phone system “the boot” (aka, “the other guys’ system”) and floored it with GoTo Connect for Automotive, especially thanks to its seamless integration with their CRM, Tekion. With GoTo, the whole team can operate from a mobile dashboard, texting and calling from anywhere—shop floor, lot, or even a snow day at home.
What changed?
- Sales reps are now compliant, and their customer communications are logged in the CRM.
- Service advisors can reach customers on the fly, cutting those dreaded “where’s my car?” phone spikes.
- Instant call routing and easy admin tweaks: Bob even manages dial plans himself!
- All-in-one platform: Goodbye to the $4,000/year outside voiceover agency… and hello to the GM’s hotline of original songs as hold music (no, seriously).
But Wait… There’s More! (Robots, AI & Coaching Galore)
Ewing Automotive isn’t just about going faster. It’s about working smarter:
- Robots deliver parts across their 100-bay Mercedes Benz service shop, saving techs and parts staff precious time.
- AI transcription in the BDC helps flag, track, and coach call status in real time.
- Quality management features like “whisper and barge-in” allow managers to coach advisors live, turning every call into a training opportunity.
- Live dashboards keep everyone fueled up with real-time stats: calls answered, hold times, peak hours—the works.
One incredible stat: Phone auditing and call reviews doubled not just Ewing’s internet lead close rate, but also their phone-up close rate. Now that’s high-octane ROI.
Customer Experience: Where the Rubber Meets the Road
Communication—or lack thereof—was always the root of problems and negative reviews. Now, Ewing’s streamlined approach delivers measurable gains:
- Happy customers who get texts, calls, pictures, and updates on their timeline—not the dealership’s.
- Faster responses = higher CSI scores (which, bonus, means better allocations and more love from the OEMs).
- Internal surveys and real-time adjustments keep Ewing ahead of the curve.
Future-Proofing: AI and Beyond
Bob’s advice? Don’t wait for your dealership to stall out! Embrace AI, mobile tech, and whatever else future customers expect. (Fun fact: Ewing’s using AI to auto-schedule appointments—freeing the BDC for more outbound calls! Next up: AI to handle initial sales follow-up before handing it off to the humans.)
And remember: Your real competition isn’t just the next dealership—it’s every other industry raising the customer service bar. Customers expect more; the auto world can’t still be cruising with 1980s tech.
Final Lap: Advice from the Winners’ Circle
For those ready to tune up your dealership:
- Start with the phones. Communication causes most problems—and solving it pays off fast.
- Nail the fundamentals before chasing future-proofing.
- Integrations matter! Stick with solutions that play nicely with your core CRM and BDC tools. (We integrate with 6 leading CRM systems!)
- Meet customers where they want to be—text, call, online, offline… just don’t make them chase you.
If you’re feeling stuck in the slow lane, maybe it’s time to schedule a pit stop with GoTo Connect for Automotive—or at least audit those phone calls!
One Last Q (for the Road): What’s Your Dream Car?
Bob’s? A 1973 Triumph Spitfire, British racing green—thanks to fond memories with his dad. Damon’s? The classic Ferrari GT California from Ferris Bueller’s Day Off.
Our dream? That every dealership’s communication could go this smoothly.
Want to keep up with more automotive webinars, pro tips, or inside dealership stories?
And remember, in the fast-paced automotive world, communication isn’t just a feature—it’s your turbo boost.
