Case Study:

How CallSource is Turning Inactive
Customers into Service Revenue


THE DEALERSHIP CHALLENGE

A mid-size automotive dealership had tens of thousands of customers in their DMS, yet only a small percentage were returning for service. Like many dealerships, fewer than 4% of customers were actively servicing at the store while thousands of past buyers had gone inactive or defected to independent shops. As new vehicle sales slowed, the dealership needed a way to generate predictable service revenue from its existing customer base.

THE SOLUTION

The dealership implemented ServiceCX Pro, a system designed to reactivate inactive customers and generate service appointments through strategic outreach.

Reach new car owners within 24 hours of purchase

Recover missed service appointments the next day

Capture next‑day CSI feedback to improve retention

AI‑driven messaging tailored to each customer

Intense focus on Active, At risk and Inactive customers

Omnichannel outreach through phone, text, and email

RESULTS

Within the first campaign period, the dealership achieved measurable gains:

Service Appointments Generated

0

Inactive Customers Reactivated

0

Active Customer 
Visits

0

of Appointments Generated by 
ServiceCX Pro Outreach

0 %

FINANCIAL IMPACT

Within the first campaign period, the dealership achieved measurable gains:

DEALER ROI OPPORTUNITY EXAMPLE

This simple model shows how small improvements in
customer reactivation can drive major revenue gains.

BOTTOM LINE

Most dealerships already have thousands of inactive customers in their database. ServiceCX Pro converts those dormant and at risk relationships into service appointments, reactivates lost customers, and turns retention into predictable revenue growth.

what our clients are saying

I am sending my sincere appreciation to the staff for their outstanding performance in achieving record returns for KIA CSI. Their unwavering dedication and diligent efforts have been instrumental in propelling our dealership to the number one ranking for the past three months in both survey returns and scores. I am deeply grateful for their steadfast commitment to excellence.
Andrew GarciaParts & Service Director | Sansone Kia
We started to outsource our service BDC a little over a year ago. We have had mixed results at best until we used the CallSource call center. Since switching to the CallSource call center, we have had nothing but positive feedback from our clients. We have great communication with the agents and our team of service managers and advisors through a slack channel. Appointment numbers are at an all time high. I highly recommend Amanda and her team for your service BDC needs.
DJ JOHNSON Service Director | Infiniti of Cool Springs
CallSource was our solution when we needed help answering the phones. The implementation was quick, and impacted us just as fast. Now our advisors can spend more time working on repair orders while CallSource schedules and reschedules appointments. CallSource also alerts us so we know if a customer needs an update or a quote. CallSource is very receptive to our feedback, and adapts to our needs in real time. Their receptiveness and use of modern technology like Slack helps us support our advisors which in turn helps us take care of our customers.
lauren delgadillo Consultant Service Dynamics | Caruso Ford Lincoln
We’ve had an amazing experience working with CallSource. We rely on CallSource for our inbound service appointment calls and our next-day CSI phone calls, and it’s been fantastic. Since having CallSource handle our CSI calls, we’ve consistently achieved top-tier scores every quarter. Their support has truly elevated our customer service and made things easier for our customers. It’s like they’re an extension of our dealership!
STEVE POLOTTI Service Manager | Sansone Jr’s Windsor Nissan
CallSource has and continues to be a huge part of our automotive family. Outsourcing our BDC to CallSource allows our service advisors and mechanics to focus on getting vehicles out while their agents handle the scheduling, customer service, and other day to day administrative tasks of operating our maintenance shop. Their management is always available to help and answer questions and to provide training on their software and services. highly recommend CallSource to anyone looking to streamline their BDC operations.
ralph lomele Service Director | Honda City
Choosing CallSource was the solution we needed to help answer the phones, freeing up our Advisors time to work on repair orders. The implementation was a seamless transition resulting in a great customer experience. CallSource’s agents are very knowledgeable when it comes to scheduling and rescheduling our appointments. Working with CallSource has really been a great experience and I would definitely recommend them for all of your BDC needs.
BEN GUETTERMAN Fixed Operations Manager | Martin Chevrolet
We’ve worked with Callsource since 2023, and they consistently convert inbound service appointment calls at 88% or higher. This frees our advisors to focus on upsells, declined services, status updates, and stronger customer relationships. The team responds quickly to any issue and communicates with urgency. Callsource understands our business, meets our goals, and has become a true extension of our team.
Larry JohnsonService Manager | Lithia Motors, Inc.
CallSource Automotive has been instrumental in helping us stay connected with our customers and grow our marketing penetration. With their support, we’ve seen measurable success in re-engaging inactive customers – turning them back into active, transactional customers. As a result, we’re now ranked #1 in our district. This partnership with CallSource Automotive gives our team the bandwidth to maintain the excellent level of service and performance we’re known for The team responds quickly to any issue and communicates with urgency. Callsource understands our business, meets our goals, and has become a true extension of our team.
ADAM BENTService Director | McLarty Nissan of Benton
CallSource Auto has been a true extension of my team – backing us up to ensure every customer has a great experience. Their partnership and constant communication make a real difference. The friendly, helpful CallSource agents consistently satisfy our customers’ needs, giving my service team the freedom to focus on the guest in front of them – providing timely updates, follow-ups, and upsell opportunities. CallSource Auto truly makes us stronger. The team responds quickly to any issue and communicates with urgency. Callsource understands our business, meets our goals, and has become a true extension of our team.
TRAVIS PETERSONService Director | Joe Machens Toyota
As a high-volume store, our partnership with CallSource Auto has made managing customer communication and scheduling seamless. Their team’s expertise and consistent communication keep our service department organized, productive, and delivering exceptional customer experiences – driving stronger results and revenueThe team responds quickly to any issue and communicates with urgency. Callsource understands our business, meets our goals, and has become a true extension of our team.
DILLON CARLSONService Director | Joe Machens Capital City Ford
Since partnering with the CallSource Service BDC in December 2024, we've seen a remarkable transformation in our TLE performance. 
Deb and her team have been instrumental in driving consistent improvement, and the results speak for themselves. In September alone, we saw a .73 point increase, and year-to-date, Mark McLarty Toyota has achieved a record-breaking 3.9 point gain—the highest in their district. The partnership has been solid, the support unwavering, and the results truly phenomenal. We're excited to keep building on this momentum!
KENNY RODRIGUEZ Service Director | Mark McLarty Toyota
I just wanted to reach out and say thank you! We received our JD Power mimic score for Q3, and we did an awesome job with a score of 991. So far, we're currently sitting at 907 overall. Thanks again for all your hard work!
JAY HALILIService Manager | Porsche Little Rock

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