Customer Story: How a Top 5 Audi Dealership Uses Nessa to Handle Thousands of Customer Conversations — Every Month

This Audi dealership ranks among the top 5 in the nation — known for its volume, luxury experience, and loyal client base.

With over 20,000 active customers across sales, service, finance, and collision, the team had no shortage of opportunity — but lacked the bandwidth to follow up with everyone at the right time.

📉 The Problem: Too Many Touchpoints, Not Enough Capacity

High-performing departments meant more leads, more contracts maturing, more equity opportunities — and more clients expecting fast answers.

But reality looked like this:

• Lease and finance renewals delayed
• Equity-rich owners left untouched
• Service clients not re-engaged
• Bodyshop follow-ups falling through
• Inbound leads waiting hours (or days) for a reply

The BDC and advisor teams were swamped. Important follow-ups were slipping through the cracks.

🧠 The Solution: Full-Cycle Customer Engagement with Puzzle CRM + Nessa

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

Nessa now acts as the frontline for customer engagement across every department — working 24/7 to handle outreach, follow-ups, and renewals automatically.

What Nessa Manages:

🛞 Sales

• Inbound leads from dealership website, Audi OEM website, Facebook, Instagram, Google, AutoTrader and other 3rd party marketplaces
• Lease and finance renewal offers
• Monthly equity mining campaigns

🛠️ Service

• Missed appointment follow-ups
• Maintenance reminders
• Upsell conversations for service drive traffic

💼 Finance

• End-of-term balloon and buyout communications
• Early trade-in offers
• Protection product renewals

🛠️ Bodyshop

• Post-repair satisfaction outreach
• Estimates and repair status updates
• Insurance claim reminders

💬 Conversations That Convert — at Scale

✅ Personalized messages based on each customer’s history
✅ Two-way texting, email and phone.
✅ Smart routing for high-potential leads
✅ Seamless appointment booking into the live calendar

📊 What Happened in Just 90 Days?

“Nessa touches every part of the store. We’ve never seen this level of consistency — and our team loves how clean the pipeline is.”— General Manager

📊 Results Across Departments:

• 💬 2,100+ conversations per month
• 📆 440+ appointments booked
• 💰 160+ incremental sales traced directly to Nessa
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• 🛠️ 15% increase in returned service clients
• 📈 Service CSI jumped from 87% to 94% in under 90 days
• 🕒 250+ hours/month saved in manual admin — while completed tasks increased by over 800%

🔍 Why It Works for our Audi partner

✅ One Assistant, Four Departments
Nessa handles it all — without bouncing between platforms or teams.

✅ Equity + Timing = Action
Every message is perfectly timed: when equity is high, leases are maturing, or a vehicle is back from the shop.

✅ Luxury-Grade Messaging
Every message sounds human, polished, and on-brand. No robotic templates or generic copy.

✅ Zero Training, Zero Delay
Runs entirely through Puzzle CRM — no tech setup, no separate systems.

✅ Seamless integration:
Nessa updates their main CRM in real-time, reducing friction as much as possible.

💬 “Nessa works our database like a top performer — and never takes a day off. She’s become part of the Audi experience.”
— General Manager, Audi Dealership

🚀 Imagine This at Your Store

If your dealership is juggling sales, service, finance, and bodyshop traffic — this case study proves a single virtual assistant can keep every department moving forward.

👉 Book a live demo with Puzzle Auto and see how Nessa can transform your Audi operations.

**This customer story was collected through our periodic performance review, supplemented by AI.

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