A Case Study for a Commercial Vehicle Dealership
Optimizing Call Management in the Heavy-Duty Truck & Equipment Industry
Client Overview
Our client is a leading commercial automotive dealership in California, specializing in sales, service, and parts for new and used commercial trucks. They offer one of the largest inventories of new and used parts for 18-wheelers, Sprinter vans, and zero-emission vehicles nationwide. Their services extend beyond vehicle sales to include fleet management, custom-wrapped vans, and ongoing maintenance, as well as accounting and finance support.
The Challenge:
Missed Opportunities Due to Staffing Gaps
Like most businesses, only one employee managed their main line for incoming calls. Under this system, they struggled to keep up with inquiries and missed sales and service calls. This problem became more apparent when that single employee was on leave, which created a substantial gap in their customer service. It would have cost significantly more for the client to hire additional internal staff in California, where labor expenses are among the highest in the US. In addition, their internal CRM system was inefficient, further slowing their efforts to effectively manage calls and inquiries.
In 2016, the dealership’s Marketing Director, frustrated by missed leads, recognized their challenges and sought out Westpark Communications. Our team immediately initiated discussions to implement solutions that addressed all their needs.
Limited Customer Service Availability
The client used an in-house team to handle all communications, from customer interaction to technical support. This limited their availability to business hours, causing delays and missed leads.
Lack of Experienced Support
Our client needed more experienced manpower for their communications. With the nature of their business being so technical, they needed a team of professionals who have expertise in handling industrial-size machinery.
A Need for Specialized Programs
this need.
The Solution:
A Streamlined Call Management System
Westpark Communications designed customized solutions that addressed the dealership’s needs. Here are some of the highlights of the systems and services we developed and implemented:
Dedicated Call Routing
We route calls for sales, service, and parts to the correct personnel to make sure that no customer inquiries or requests are lost or mishandled.
Bilingual Support
We provide Spanish-speaking agents to cater to California’s diverse customer base.
24/7 After-Hours Answering Services
Westpark provides round-the-clock call support to capture leads outside of regular business hours.
Scalability for High-Volume Seasons
We have the capability to handle larger call volumes during peak seasons and holidays.
The Results:
Enhanced Customer Engagement & Increased Sales
Since partnering with Westpark almost a decade ago, our client has significantly improved their call management and customer service. The results speak for themselves:
In 2024 alone, Westpark handled:
Cost-Effective Call Handling
For under $1,000/month, our US-based answering service has relieved the client of the operational strain of managing their phone calls.
Sales Impact
With 24/7 availability, every call is answered, ensuring no missed opportunities. Given the high value of commercial vehicle sales ($50,000–$190,000), the cost of Westpark’s services remains a strategic investment in maintaining consistent customer engagement.
Seamless Customer Communication
With the portal Westpark created, our client is able to resolve customer concerns more efficiently. This has allowed customer information to be more accessible for everyone on the team, allowing for consistent seamless communication.
Conclusion
After nearly a decade of working together, Westpark Communications continues to be a valuable asset to the dealership’s customer service strategy. The cost-effective and high-quality call management we provide frees up their time and energy to focus on what they do best—selling and servicing commercial vehicles.
As the commercial trucking industry evolves, Westpark remains a trusted partner, ensuring every call is answered and every sales opportunity is captured.
