Case Study: Lakeland Automall

How Lakeland Automall Transformed into a Streamlined, Multilingual Customer Experience

Case Study:
‍Lakeland Automall

Industry:
‍Auto Dealership

Challenge:

Sales lines were clogged with service calls (approx. 70%), creating bottlenecks and preventing revenue-generating follow-ups.

Solution:

PrimeSync.ai Voice Agent with Intelligent Routing and Multilingual Support.

70%

Reduction in misrouted calls

<30s

Intent identified & routed

24/7

Multilingual support

100%

Staff focused on high-value tasks

The Challenge

The "Service-to-Sales" Bottleneck

For Lakeland Automall, growth was creating a paradox: the more popular they became, the harder it was to manage the phones. The dealership faced a critical operational inefficiency—nearly 70% of incoming calls to the sales lines were actually existing customers seeking service or parts.

This misrouting created a domino effect of frustration:

Sales Bottlenecks

Sales staff were tied up triaging basic service questions, leaving almost no time for long-term lead follow-up.

Customer Friction

Callers were bounced between departments, leading to long hold times and communication gaps.

Staff Burnout

The BDC was functioning as a switchboard rather than a revenue-generating unit.

Lakeland needed a solution that could filter noise, handle volume, and improve the guest experience without the massive overhead of hiring more staff.

Before PrimeSync... our team was constantly tied up answering basic questions, transferring callers, or trying to triage service needs. Callers weren't getting the immediate, consistent experience we wanted to provide.

Danielle Klonecki

BDC Director, Lakeland Automall

The Solution

A Phased, Intelligent Rollout

Lakeland Automall partnered with PrimeSync.ai to implement an AI Voice Agent capable of understanding natural language and customer intent.

Rather than a "rip and replace" approach, the rollout was strategic:

Phase 1: Foundation

General inquiry and sales calls (to tackle the immediate bottleneck).

Phase 2: Expansion

Expansion into service call routing, scheduling support, and full after-hours coverage.

Crucially, the dealership leveraged PrimeSync’s multilingual capabilities to serve their diverse customer base, ensuring that language barriers never resulted in a lost lead or a frustrated guest.

Results

The Results

A "Force Multiplier" for Staff Efficiency

PrimeSync didn't just answer phones; it acted as a frontline filter. By accurately identifying customer intent and preferred language within seconds, the AI ensured that calls were routed correctly the first time.

Impact

The BDC and Sales teams stopped acting as receptionists. They reclaimed their time to focus on high-value tasks: lead follow-up, nurturing, and appointment setting.

Metric:

Intelligent routing now places customers with the right live advisor in half the time or less compared to the previous manual process.

Perfect Data Capture—Even in Noise

One of the most surprising benefits was the AI’s acoustic accuracy. Whether a customer is mumbling or calling from a noisy environment, PrimeSync consistently captures vital data points before the call ever reaches a human.

Data Captured:

Year, Make, Model, VIN details, and specific customer concern.

Outcome:

Advisors receive a clean, organized summary, eliminating the "re-explaining" phase of the call.

24/7 Availability & Multilingual Mastery

The dealership is no longer bound by operating hours. PrimeSync handles after-hours queries

from oil types to roadside assistance numbers and

sends scheduling links via text. Furthermore, it bridges the gap for non-English speakers.

"Before PrimeSync, if a guest called after hours or during a time when our bilingual staff wasn’t available, their ability to get help was limited. Now, the AI immediately communicates in their preferred language... and ensures their message is fully understood."

Danielle Klonecki

BDC Director, Lakeland Automall