How ShortLoop helped AM Ford activate high-intent customers, converting 1 in 3 service callers
15.5%
Calls Handled by AI
of total dealership calls
$49,750
Revenue Captured
for Sales and Service
16 Hours
Staff Time Saved
of answering the phone
We deployed ShortLoop’s customized Phone AI for AM Ford, a family-owned dealership in Jefferson. ShortLoop’s AI was trained to handle call overflow and after-hours engagement. It answered 15% of all calls at the dealership that the AM Ford team couldn’t cover, with 13% of them during after-hours hours.
Those conversations resulted in $33,750 in service revenue and about $16,000 in sales deals.
The Customer
Located in Jefferson, Ohio, AM Ford is a family-owned Ford dealership recognized for its customer-focused service and streamlined car-buying process. Located near Ashtabula, Conneaut, Geneva, and Madison, AM Ford had to handle a growing customer base with varying call volume while maintaining the quality they promised.
As their teams tried to keep up with inbound demand, they adopted ShortLoop Phone AI to ensure the business wasn’t hurt by call overflow or missed leads during after-hours.
The Situation
AM Ford wanted to ensure each customer was heard while also retaining the human touch. Advisors were helping customers in-store while new calls and voicemails stacked up in the background. After hours, calls from high-intent buyers or service customers went unanswered. This resulted in lost revenue and customers being frustrated.
Realizing this, we worked closely to prepare a customized AI that best fit into their workflow.
Staff had two big problems:
- Overload during working hours: Advisors juggled calls and in-person customers, leading to delays or dropped conversations.
- No after-hours coverage: Calls made by high-intent customers to the dealership when it was closed.
The Solution
ShortLoop deployed a completely customized voice agent designed to handle customers like a new member of AM Ford’s team. Our AI kicked in after a set number of rings and interacted with customers when their staff couldn’t, including after hours.
Unlike other AI systems that work like a menu system, callers at AM Ford were greeted by ShortLoop’s Phone AI, which:
- Understands caller intent (service, sales, parts, finance)
- Operates 24/7
- Syncs with the dealership’s systems (DMS scheduling)
ShortLoop's Impact
Over these months, AI has handled 15.5% of all calls at the dealership, saving almost 16 hours of staff time across departments.
We found out that:
- Service calls and follow-ups made up the largest share of AI conversations. Of those, 32% became qualified new service leads and resulted in new jobs.
- Nearly 1-in-4 sales callers became qualified sales leads.
- ShortLoop AI also captured parts and finance callers who would have otherwise gone to voicemail, bringing in parts business.
Conclusion
Over the past four months, AM Ford has improved its operational efficiency and added significant revenue. These numbers will improve as ShortLoop enables even more customizations for its customers.
Many dealerships face similar challenges. They have tried additional staffing or other AI as a solution. For such dealerships, ShortLoop shows how AI can act as a trained teammate, improving revenue and ensuring customers have the best experience possible.
Results
15.5%
of dealership calls handled
$49,750
Revenue Captured
Does the AI replace service advisors or front-desk staff?
No. The AI only handles phone intake when staff can’t. The AI frees up phone workload and lets the advisors work on higher-value opportunities.
Can customers tell they are talking to AI?
Most callers do not notice they are speaking to AI. Even if they do, customers appreciate getting immediate assistance 24/7 and do not object often. The AI can also tell if the customer is frustrated, and can seamlessly transfer to human staff.
Is the AI integrated with tools active at the dealership?
Yes. The AI will interface with your DMS and CRMs to remove manual work associated with AI appointments. Contact us to know exactly how we support your dealership tools.
What does the typical ROI for ShortLoop AI look like?
A dealership usually breaks even with only a few additional service bookings per month. Urban dealerships can expect an ROI of 20x each month. Results scale with call volume and missed-call rates.
My advisors always respond to voicemails. Would we still need an AI’s help?
Yes. Most lost customers never leave voicemails. Data shows 30-50% callers hang up without leaving one, and many call a competitor before receiving a callback. ShortLoop AI can help book such customers instantly.