How Kimoby Voice Turns Missed Calls into Text Conversations at Gary Moe Mazda

At Gary Moe Mazda Lethbridge, the service department was fielding close to one missed call for every active repair order. For customers, that meant too many calls that went unanswered and follow-ups that were hard to track consistently. With Kimoby Voice, every missed call now gets an immediate response, and customers are automatically invited to continue the conversation by text. That shift has made the customer experience noticeably more consistent, and given the team a communication channel that is faster, more visible, and far easier to manage than a callback queue that kept growing.

Results

240 missed calls handled per month

Every one of those customers now gets an immediate response and an invitation to continue by text.

4 out of every 5 repair orders

Close to one missed call per active RO, all of them captured and logged.

12 hours of advisor time saved per month

Based on an average call duration of 3 minutes. Time that now goes to the customer at the desk.

“Before this, I was seriously looking at hiring someone just to handle our inbound calls. A few months in and I'm really glad we went with this instead."

Andrew Lusignan

Service Manager at Gary Moe Mazda Lethbridge

Gary Moe Mazda turned to Kimoby Voice to make sure every customer who calls gets a response and a better way to stay connected.

Every customer gets a response
With Voice in place, no call goes unanswered, whether during business hours or at 10 PM on a Saturday. When advisors aren't available, Voice steps in immediately, handles the interaction, and logs everything so the team can pick up right where it left off. Customers get a response the moment they call, not the next morning.

Less time on the phone
When Voice takes a call, it handles the interaction and invites the customer to continue by text, converting a phone call into a text conversation before the advisor ever gets involved. Over time, this has trained customers to reach the service team by text first. Those conversations move faster, fit naturally into an advisor's workflow.

Nothing falls through the cracks
Every voice interaction and every text conversation lives in the same place. Management has a full view of what came in, what was handled, and what still needs follow-up across both channels, in one place. That level of visibility was impossible when conversations lived only on the phone and nowhere else.