Before PrimeSync, our inbound call volume to our sales lines was overwhelmingly service and parts heavy (easily 70% of all calls). This created major bottlenecks for our sales team and left almost no time for long-term follow-up. Our team was constantly tied up answering basic questions, transferring callers, or trying to triage service needs. This sometimes led to communication gaps and delays in service. Altogether, callers weren’t getting the immediate, consistent experience we wanted to provide.

We reached a point where phone volume was limiting our growth. We needed a solution that could intelligently handle repetitive callsand improve customer responsiveness without adding more staff. We rolled out the AI agent first on general inquiry and sales calls, monitoring the performance closely. As the system proved its accuracy and multilingual capability, we expanded its role into service call routing, scheduling support, and full after-hours coverage.

PrimeSync has been a force multiplier across all departments. Our team is no longer overwhelmed with low-value calls, transfers, or simple questions. The AI’s multilingual ability has also ensured we never miss serving customers, even when we don’t have a live bilingual agent available. We’ve reduced strain on staffing, improved response time, and maintained a consistent, high-quality guest experience without increasing headcount. Eventually, we may even be able to reduce in store staff.

PrimeSync identifies customer intent and their preferred language within seconds. Instead of bouncing between departments or struggling through language barriers, callers get to the correct department the first time. This has dramatically reduced interruptions for staff and improved the clarity and efficiency of every call that reaches a live advisor, in half the time or less.

It’s INVALUABLE! After hours, PrimeSync can still answer in the customer’s preferred language, respond to basic guest queries (like what kind of oil does the service department use in my vehicle), provide roadside assistance numbers, business hours, or directions, and text service links for scheduling. PrimeSync team monitors these answers closely with us and we can give as much or as little direction to our agents customized to exactly what fits our stores.

PrimeSync is consistently accurate. It captures year/make/model, VIN details when needed, and the customer’s concern clearly — even in multiple languages. Advisors receive a clean, organized summary, which saves them time and reduces any miscommunication that might occur when language barriers were present. Often times, if a guest is mumbling, calling with a ton of background noise, etc. the agents can still pick up on guest’s questions while a human staff member may struggle.

Our BDC and sales teams finally have time for the work that actually drives revenue: lead follow-up, nurturing, appointment setting, and personalized outreach. They’re no longer tied up with basic questions or language-based clarifications the AI now handles effortlessly. This has significantly improved productivity and morale.

The accuracy has been impressive. PrimeSync quickly identifies why the customer is calling and routes them correctly the first time. Usually in less than 30 seconds. This has eliminated unnecessary transfers and confusion, and ensured every department only receives calls they can actually support.

One standout example is with our bilingual and non-English-speaking customers. 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, provides accurate information, texts links for scheduling, and ensures their message is fully understood and documented for our team.

The PrimeSync team has been exceptional. They meet with us weekly, proactively optimize our routing and call flow, and help us brainstorm new ways to improve efficiency. They’ve been incredibly responsive; it feels like working with an internal partner rather than an outside vendor.

If your team is overwhelmed with phone calls, struggling with after-hours coverage, or unable to support multilingual customers consistently, PrimeSync is the solution. It elevates the guest experience, reduces staffing pressure, and ensures no customer is left waiting or misunderstood. It’s one of the few tools that instantly improves both customer satisfaction and internal efficiency. Without the monthly cost of $5,000 mo. or lacking customer support. Highly recommend! You are welcome to share my contact information with any other dealership considering your services as well.