Case Study: How a Hyundai Dealership Automated Lead Handling and Replaced Its 2-Person BDC — While Booking Appointments 24/7

Like many busy stores, this Hyundai dealership was generating strong inbound interest — but struggling to keep up.

Leads were coming in from everywhere:

• Website forms
• Google Vehicle Ads
• Facebook & Instagram campaigns
• AutoTrader and marketplace listings
• OEM campaigns

But follow-up was inconsistent.

The internal BDC — two full-time agents — couldn’t cover nights or weekends. That meant hot leads were sitting unanswered for hours… sometimes even days.

Appointments were slipping through the cracks.

🧠 The Solution: Fully Automated Lead Response with Puzzle CRM

The dealership deployed Puzzle CRM, powered by a smart virtual assistant named Maria (never revealed as AI).

Maria now handles:
✅ Every inbound lead, 24/7 — no matter the source
✅ Real-time qualification and enrichment
✅ Conversation-based follow-up
✅ Appointment scheduling directly into the dealership calendar
✅ Smart workflows that adapt based on lead urgency, replies, and history

Maria effectively replaced the entire 2-person BDC team — delivering round-the-clock coverage with zero added headcount.

📊 In Just 90 Days?

“Before, we couldn’t respond at 10pm or on Sundays. Now we’re booking appointments while we sleep. Maria doesn’t miss a lead.”
— Sales Manager, Hyundai Dealership

⏱️ Weekly Time Savings: Over 60 Hours

Before:

• ☎️ 40h/week on phone & form follow-ups
• 📅 15h/week coordinating appointments manually
• 🔁 10h/week chasing cold leads
• 🗂️ 8h/week updating CRM records

Now?

• Instant responses — even outside business hours
• Appointments booked automatically via SMS/email
• Returning leads are recognized and routed without duplication
• The team arrives to booked, qualified appointments — not unworked forms

🔍 Why It Works

✅ It’s Not a Chatbot — It’s a Full Workflow
Maria doesn’t just reply. She qualifies, follows up, and books.

✅ It Handles the Entire Process
From lead capture to scheduling, everything is handled in real time — no manual steps, no delays.

✅ It Feels Human
All messaging is clear, friendly, and natural. No robotic templates. No obvious automation.

💬 “We never mentioned AI. Customers feel like they’re texting with a real person — and that’s exactly how it feels.”
— General Manager

🧩 Runs 100% Through Puzzle CRM
No third-party tools. No tech headaches. Just one seamless system that delivers results — quietly and reliably.

🚀 Still chasing leads manually?
If your dealership is missing night or weekend traffic, this case study proves a virtual assistant can replace your BDC — without compromising quality.

👉 Ready to try it?

‍Book a free intro to Puzzle Auto

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