When you're responsible for the entire customer experience at a dealership like Ewing Automotive, every decision you make ripples across Sales, Service, Finance, BDC, and the front desk. For Bob Calabrese — Ewing's Director of Client Relations — this meant finding a communication solution that wasn’t just functional, but transformational. That's why GoTo Connect for Automotive became a game-changer.
Meeting Bob’s Mission Head-On
Bob Calabrese, known internally as "GoTo Bob," has spent over two decades refining the art of the customer journey in automotive retail. His north star is clear: deliver consistent, premium experiences that drive satisfaction, loyalty, and long-term revenue. As the trusted voice protecting the dealership’s brand and reputation, Bob needs tools that align with his standards — especially when it comes to communication.
Before GoTo Connect, Bob faced several pain points that directly challenged his goals:
- Missed interactions led to lost leads and customer dissatisfaction.
- Siloed tools created friction between departments.
- Staff turnover meant inconsistent service delivery.
- Pressure to meet and exceed CSI (Customer Satisfaction Index) targets was relentless.
Bob knew that to uphold Ewing’s reputation and meet OEM benchmarks, he needed full visibility across all customer touchpoints — and a system flexible enough for the fast-paced demands of automotive sales and service.
Before: A Fragmented, Frustrating Experience
Prior to adopting GoTo Connect, communication at Ewing Automotive was disjointed:
- Sales teams were forced to use personal cell phones, creating compliance risks and bypassing CRM systems altogether.
- Service advisors were chained to their desks, often missing critical customer updates when away.
- The BDC (Business Development Center) struggled with inefficiency, resulting in long hold times and spotty CRM data.
- Finance suffered from clunky handoffs, causing customer frustration.
- The Front Desk was overwhelmed by call volume without smart routing tools.
- IT were burdened by a costly, outdated phone system that demanded constant maintenance.
Every department felt the strain. And as Bob often says, “Every touchpoint matters.” In an industry where a single bad experience can ruin a repeat buyer, Bob couldn't afford these gaps any longer.
After: A Unified, Proactive Communication Engine
When Bob helped bring GoTo Connect for Automotive into the picture, the transformation was immediate — and dramatic.
Sales: Mobility Meets Compliance
Salespeople were finally free to communicate via call, text, or follow-up from anywhere — whether at their desk, in the showroom, or out on the lot. Crucially, all communications synced directly with the dealership’s DMS (Dealer Management System), ensuring up-to-date records and FTC compliance. Personal cell phone headaches were a thing of the past.
Service: Faster, More Personal Customer Updates
Service advisors no longer had to wait at their desks to update customers. With the GoTo app on their phones, they could work flexibly and notify clients about repair statuses, approvals, or pickup times in real-time. Texting capabilities also meant faster approvals — improving both throughput and customer satisfaction.
BDC: Efficiency and Insight at Scale
Handling between 12,000 and 13,000 calls monthly is no small feat. Thanks to GoTo Connect for Automotive, Ewing’s BDC team achieved an average answer time of just 13 seconds. Real-time dashboards showing call queues and hold times empowered Bob’s team to proactively manage resources, ensuring no customer was left hanging.
Finance: Smoother Handoffs and Fewer Missed Calls
GTC for Automotive’s robust reporting tools shined a light on operational gaps between Sales and Finance. Within just weeks of implementation, the finance team slashed their unanswered call rate from a staggering 85% down to just 15%. That’s the kind of measurable impact Bob demands — and GoTo delivered.
Front Desk: Smart Routing, Smarter Service
With high call volumes now intelligently routed to the right departments — Sales, Service, or Finance — the Front Desk team at Ewing could finally focus on providing a warm, welcoming first impression rather than scrambling to juggle phone lines.
IT/Onsite Admin: Simplicity Saves
Gone were the days of costly IT interventions. GoTo’s user-friendly interface empowered Ewing to manage their entire phone system in-house, from configuring auto-attendants to updating hold music. In fact, they saved $4,000 annually by eliminating outside support. For Bob, who values proactive over reactive management, this control was priceless.
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Why Purpose-Built Matters
For someone like Bob, solutions can’t just work — they have to work for automotive. Generic communication tools weren't going to cut it. GoTo Connect for Automotive was purpose-built for his world: fast-paced, multi-touch, highly personalized customer journeys.
It wasn’t just about better calls. It was about:
- Owning the end-to-end customer experience across all departments.
- Enabling data-driven decision making with real-time dashboards.
- Improving CSI scores and securing higher 5-star review counts.
- Creating consistent, premium customer experiences every step of the way.
Most importantly, it gave Bob and his team the ability to be proactive, not just reactive — a principle he lives by.
The Results Speak for Themselves
Since implementing GoTo Connect for Automotive:
- Ewing Automotive drastically improved customer communication speed and quality.
- CSI scores and online reviews improved thanks to consistent, responsive interactions.
- Operational efficiency rose, while IT and support costs dropped.
- Team morale improved with easier workflows and better tools.
For Bob, GoTo Connect wasn’t just another platform. It was the missing link that allowed him to deliver the premium customer experience he knew was possible — and necessary — in today’s competitive automotive market.
Because in Bob’s world, “Happy customers come back—and they tell their friends.” With GoTo Connect for Automotive, Ewing Automotive ensured that every customer touchpoint was an opportunity, not a risk.
Want to know how GoTo Connect for Automotive can transform your dealership?
