At Boulder Nissan, we take pride in providing exceptional service to our community. As customer demand continues to grow, we recognized the need for innovation to maintain the high level of care that our customers expect. This is why we’ve integrated Toma AI, an advanced phone assistant, into our service department. Designed to answer service-related calls, Toma AI helps us meet customer needs quickly and efficiently, ensuring no call goes unanswered.

Like many dealerships, we found ourselves handling an overwhelming number of incoming service calls. Service advisors were stretched thin, trying to balance answering calls, managing appointments, and assisting customers in the dealership. Despite our best efforts, missed calls were becoming a common issue, potentially leading to customer dissatisfaction.

That’s when we turned to Toma AI, a cutting-edge solution that allows us to easily manage customer calls. Toma AI acts as a virtual service advisor, answering some basic customer queries and scheduling appointments just as a human would. Whether a customer needs to book an oil change, ask about a check engine light, or inquire about available time slots, Toma AI can handle it all.

One of the best parts? Toma AI integrates seamlessly with our scheduling software, so appointments are made in real-time without any delay. This lets us stay on top of customer needs, even during our busiest times. And if a request is too specific or complex, Toma AI transfers the customer to one of our service advisors when they’re available.

Since implementing Toma AI, we’ve seen significant improvements in both our operations and customer satisfaction:

• 180 additional service appointments booked monthly
• 43 hours saved for our service advisors, giving them more time to focus on in-person customers

These numbers demonstrate the positive impact Toma AI has had on our department, helping us serve our customers better.

Eric Stockton, our Service Manager, shared his thoughts on the integration:

"It saves 43 hours of our advisors’ time each month so we can focus on in-person customers. It’s almost like we added another member to our team.”

At Boulder Nissan, we’re always exploring ways to improve the customer experience. With Toma AI, we’re confident that our service department is better equipped than ever to meet the needs of our growing community while maintaining the personalized, high-quality service our customers have come to expect.
If you’ve interacted with Toma AI during a recent call, we’d love to hear your feedback. We’re continually working to enhance our processes and ensure every interaction with Boulder Nissan is a positive one.