How Galaxy Motors Used AI Phone Automation To Transform Customer Experience In 60 Days

Most dealers say customer experience is their differentiator. But if you listen to the phones at 4:45 p.m. on a busy Tuesday, the story is different: ringing lines, full voicemail boxes, advisors juggling walk ins and calls, and customers quietly hanging up.

That is not just an operational annoyance. It is a customer experience problem.

Every abandoned call is a frustrated customer. Every voicemail is a question mark. And every time a customer has to call twice to get an answer, your CSI, reviews, and loyalty take a hit.

Galaxy Motors decided they were not going to be that store.

They partnered with Dealer Surge AI to turn missed calls, after hours shoppers, and long hold times into fast, frictionless customer experiences. In just 60 days, the store saw measurable improvements in both revenue opportunities and how customers felt about doing business with them.

Here is what happened, and how you can copy the playbook.

The Overlooked CX Killer: Phone Calls No One Answers

Digital retailing, chat, and online scheduling get a lot of attention. But for most rooftops, the phone is still the primary customer touchpoint for both sales and service.

The problem is simple and brutal:

• Peak times crush your team

• Advisors are torn between the drive and the phones

• Salespeople are on test drives or with live ups

• After hours, calls fall straight into voicemail

On the other side of the line, modern customers expect:

• Immediate answers

• Clear paths to book service and sales appointments

• No getting bounced around or stuck in a phone tree

Galaxy Motors knew that if they wanted to improve dealership customer experience in a real way, they had to fix the phone experience without simply throwing more bodies at the problem.

Galaxy Motors’ Goal: A Better Experience For Every Caller

Galaxy Motors set a clear objective:

Every customer gets answered. Every caller leaves feeling helped, not handled.

Their biggest pain points:

• Missed and abandoned calls at the front desk

• After hours shoppers going straight to voicemail

• Slow responses to voicemails and web leads

• No clean way to track how many opportunities were being lost

Instead of hiring more reception staff or expanding the BDC, the store implemented Dealer Surge AI, an AI powered phone agent built specifically for car dealerships.

Within 60 days, they had real data on how AI could support their team and elevate the customer experience.

What Dealer Surge AI Did For Galaxy Motors

Dealer Surge AI sat in front of Galaxy Motors’ main lines as an AI receptionist, AI BDC, and AI service assistant.

It was configured to:

• Answer missed calls instantly when staff could not pick up

• Handle after hours calls with a natural, human like voice

• Book sales and service appointments directly into their existing systems

• Capture caller details and reasons for calling for better follow up

• Eliminate the need for customers to navigate clunky phone trees or voicemail

Real customers noticed immediately.

Their very first AI caller, a 72 year old grandmother booking a service appointment late at night, said something no manager ever hears about their phone system:

“Wow, I cannot believe you are working this late.”

From her perspective, the dealership was simply there for her when she needed them. That is customer experience in action. The fact that AI answered instead of a human did not matter. What mattered was that she was helped quickly and easily.

The 60 Day Results: CX You Can Measure

In just two months, Galaxy Motors saw clear, measurable wins.

400 plus customer experiences improved

More than 400 interactions that would have been missed, delayed, or pushed to voicemail were handled quickly and professionally. That is 400 real people who got answers instead of friction.

165 sales and service opportunities recovered

These were calls that would likely have been missed or abandoned. Instead, they were captured by Dealer Surge AI, turned into appointments or qualified leads, and passed to the team.

100 percent of front end missed calls eliminated

When the receptionist was tied up, AI answered. The constant game of phone tag at the front ended. Customers stopped complaining that “no one ever picks up.”

Speed to lead cut from hours to minutes

Leads and voicemail style requests no longer sat waiting for someone to check messages. AI captured, organized, and routed them immediately, so staff could respond faster and with full context.

From a customer experience standpoint, this meant:

• No endless ringing

• No generic voicemail box

• No wondering if anyone would call back

Just a fast, direct path to what they wanted: an answer, an appointment, or an update.

Why This Matters For Dealership Customer Experience And Profit

Customer experience is not just about being friendly on the phone. It is a revenue strategy.

When customers get quick, helpful responses:

• They are more likely to book service rather than shop around

• They are more likely to show up for appointments they set

• They are more likely to leave positive reviews and recommend your store

• They are more willing to return for future purchases and maintenance

Galaxy Motors used Dealer Surge AI to turn a basic operational gap, missed calls, into a competitive CX advantage:

• Faster responses at all hours

• Less friction for customers trying to reach the dealership

• Better visibility for managers into call volume and outcomes

• More booked repair orders and qualified sales leads

This is exactly where AI BDC and AI service advisor technology shines. It does not replace your people. It catches everything they physically cannot get to.

Inside The New Galaxy Motors Experience

Here is how the experience now feels to their customers.

1. Every Call Gets Answered

Whether it is 10 a.m., 5:30 p.m., or after the store closes, customers reach a live, conversational AI that can:

• Greet them and understand why they are calling

• Route them to the right person or department

• Handle common requests on the spot

No more endless ringing. No more phone mazes.

2. Service Scheduling Is Frictionless

For service callers, the AI can:

• Request or book appointments

• Confirm customer and vehicle details

• Capture concerns, symptoms, and transportation needs

This reduces time on hold, shortens the time advisors spend on basic scheduling, and makes it easier for customers to get on the books.

3. Sales Leads Do Not Slip Through The Cracks

For sales calls, Dealer Surge AI:

• Captures name, phone, and what the customer is shopping for

• Sets showroom or phone appointments

• Sends all details to the CRM for follow up

If the floor is busy or the BDC is backed up, the lead still gets captured and worked instead of disappearing into the ether.

4. Cleaner Data, Better Coaching

Because every AI handled interaction is logged, managers can:

• See exactly how many calls came in

• Track how many the AI handled versus staff

• Review patterns to improve staffing and training

• Identify bottlenecks and coaching opportunities

This turns the phone process into something you can actually manage, not just react to.

What Comes Next: A Fully Connected CX Engine

The initial 60 day rollout was only phase one. Dealer Surge AI recommended the following capabilities to further upgrade their customer experience:

1. Deeper call tracking and analytics
   Tie phone calls to marketing sources, record calls for training, and use AI driven insights to improve both customer handling and advertising ROI.

2. Integrated text and omni-channel communication
   Give customers a consistent experience whether they call, text, or reply to a message. AI can support both voice and SMS so customers always have an easy way to connect.

3. Proactive outbound AI calls
   Use AI to confirm next day appointments, rebook declined work or no shows, and remind customers when they are due for maintenance. That improves shop loading and retention without burning out your team.

4. After sale AI follow up
   Automated post sale calls can check in on satisfaction, answer ownership questions, and set up the first service visit. That keeps the relationship warm long after the ink is dry.

That is not just fixing the phones. That is building a complete automotive customer experience strategy around AI, from the first call through long term ownership.

How To Copy Galaxy Motors’ CX Playbook In Your Store

If you are a GM, dealer principal, or fixed ops director looking to improve customer experience, here is a simple roadmap based on what worked at Galaxy Motors.

1. Audit Your Phone Experience

For 30 days:

• Track missed, abandoned, and after hours calls

• Sample call recordings from sales and service

• Count how many calls hit voicemail or sit on hold more than a minute

You will see very quickly where customers are getting frustrated.

2. Start With The Highest Friction Moments

Focus first on:

• After hours calls

• Lunchtime and early evening call spikes

• Service status and basic information calls that clog the phones

These are the situations where AI can immediately make life easier for customers and staff.

3. Turn On AI Where It Helps Customers First

Use Dealer Surge AI as:

• An AI receptionist to answer and route calls when staff are busy

• An AI service scheduler to book and modify appointments

• A safety net that ensures no call dies in voicemail

Start with the main dealership lines and service, then expand from there.

4. Measure CX, Not Just Call Volume

Track:

• Speed to answer

• Speed to lead

• Appointment set rate from phone calls

• Percentage of calls answered versus missed

• Customer feedback around communication and responsiveness

If you are serious about customer experience, these metrics matter just as much as website traffic or VDP views.

5. Add Texting, Outbound AI, And After Sale Follow Up

Once your inbound experience is strong, layer in:

• Two way texting supported by AI

• Outbound AI for confirmations and reminders

• Automated after sale outreach to keep customers engaged

This is how you create a connected experience that feels effortless to the customer.

Final Takeaway: Customer Experience Lives And Dies On The Phone

Galaxy Motors did not improve customer experience by hanging new banners or printing “we care” flyers.

They started where it matters most to real people: answering the phone every time, with zero friction.

With Dealer Surge AI, they:

• Eliminated front end missed calls

• Recovered more than 165 sales and service opportunities in 60 days

• Improved hundreds of real customer interactions, many of which would have been lost or frustrating

If your store wants to:

• Reduce complaints about not being able to get through

• Boost CSI and online reviews

• Capture more appointments without burning out your team

it is time to make AI phone automation, AI BDC, and AI service advisors part of your core customer experience strategy.