A top-5 Indian automotive OEM operating through a network of 420+ authorised service centres was losing significant periodic service revenue to independent garages and neglect. Vehicles due for first, second, and third free service - as well as annual AMC renewals - were not being contacted effectively. ByteVox Reach was deployed as the centralised outreach engine across the dealer network.
The OEM's DMS showed 1.4 million vehicles overdue for a periodic service at any given time - yet service bay utilisation across the dealer network averaged only 58%. The disconnect was pure outreach failure.
Each dealership's service desk was independently responsible for reminder calls. 68% of dealerships had no structured outreach process - relying on vehicle owners to self-initiate service visits.
The dealerships that did attempt outreach averaged a 12% connect rate using manual calling - typically done by service advisors whose primary role was in-bay customer management.
Annual maintenance contract renewals - a high-margin revenue line - had a renewal rate of only 38%. Customers were migrating to multi-brand service chains after first contract expiry. No proactive outreach at T-60 and T-30 was standard practice at any dealership.
Tier-2 and Tier-3 market customers in Tamil Nadu, Gujarat, and Maharashtra had lower service completion rates than Tier-1 customers - attributed to reminder calls being made only in Hindi or English by call centre agents.
Even when customers expressed intent to service, no slot booking was offered during the call. 44% of intent-expressed customers never completed a booking - converting intent to appointment required a separate manual callback step.
A safety recall affecting 82,000 vehicles had a 29% completion rate after 5 months - well below the 80% IRDAI-mandated target. Manual outreach had failed to penetrate the regional customer base with sufficient urgency or language coverage.
ByteVox Reach was integrated centrally to the OEM's DMS - operating as a single national outreach layer across all 420 dealers, with dealer-specific slot calendars and language profiles.
Vehicles flagged as overdue for service, AMC expiry, or recall - queued to Reach campaign within 60 minutes of flag.
6-language AI calls vehicle owner in registered language. Separate scripts for free service, AMC renewal, and recall types.
Owner offered 3 available slots from their nearest dealer's DMS calendar. Slot confirmed during the call - no follow-up needed.
Dealer DMS auto-updated with booked appointment. Service advisor receives pre-visit brief: vehicle history, service type, owner preference.
T-24hr and T-2hr reminders sent automatically. No-show at appointment time triggers immediate rescheduling call.
DMS API integration and 6-language voice build. Pilot across 80 dealerships in Maharashtra, Tamil Nadu, and Gujarat. Free service reminder campaign launched. Connect rate hit 41% in first two weeks vs. 12% manual baseline. Slot booking integrated with DMS calendars for pilot dealers.
Rolled out to 280 dealers across 8 states. AMC renewal campaign launched with high-urgency script at T-60 and T-30. Recall outreach activated for 82,000 affected vehicles - recall completion jumped from 29% to 71% within the month. Weekly optimisation of calling windows and script variants.
All 420 dealers live. Upsell campaign added - AI offered value-added packages (extended warranty, tyre rotation, battery check) to vehicles with 15,000+ km. 22% upsell attachment rate. Service bay utilisation across dealer network rose from 58% to 83%.
Dealerships that independently managed outreach achieved a 12% connect rate. The same vehicle population, when called through ByteVox Reach's centralised platform, achieved 46%. Consistency, timing intelligence, and compliance automation are simply not replicable at dealer level without a dedicated team.
Integrating dealer DMS calendars into the Reach conversation reduced intent-to-booking dropout from 44% to 8%. The moment a customer expressed intent to service, they could confirm a slot within the same call. This single change accounted for an estimated 34% of total incremental revenue.
Taking the safety recall completion from 29% to 78% within 45 days was not only a compliance achievement - it represented an estimated ₹90 L in avoided warranty claim costs and a material reduction in regulatory exposure from SIAM and MoRTH compliance standards.
The 22% upsell attachment rate was achieved by triggering value-add offers only to vehicles with mileage and age profiles where the offer was genuinely relevant. Data-driven contextualisation - rather than blanket upsell scripting - was the key driver of attachment performance.
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