CallRevu
Helping Dealerships Fine-Tune Their Customer Interactions

Building and managing good relationships with customers is very crucial for any business. Conversation intelligence plays a vital role in this regard. Every sales conversation is unique and contains several variables that align with successful outcomes for the business. Access to call recordings, phone call transcriptions, and quality scoring can help sales reps in improving their ability to close deals. For automotive dealerships, monitoring calls is crucial in retaining current customers and winning new ones. To this end, CallRevu, a Maryland-based company, helps dealerships and their customers’ journey by providing phone process measurement. The company delivers real-time actionable insights to the automotive industry by monitoring, tracking, and summarizing the calls, partnered with coaching to fix broken processes.

In a conversation with CIO Applications, Anthony Giagnacovo, CEO and James Hurley, CTO of CallRevu, share thoughts on the company’s methodology of working with clients and how the company assists dealers in retaining customers, and enhancing profitability and market share.

What were the factors that spurred the inception of CallRevu?

It is a fascinating story. An automotive dealer, Chip King, was about to fire his ad agency as they were not getting enough appointments or deals, even after spending $20,000 a month. In return, the ads agency claimed that the fault was in the dealership’s sales reps and not in their service. The agency bet that they can demonstrate that the problem lies in sales methodology. To prove this, they recorded the conversation of the dealership for three days and transcribed it into a spreadsheet to send to Chip. After accessing and analyzing the information, Chip realized that the issue was within his team. The calls were not getting connected and sales reps were not able to handle calls properly. He then desired to adopt software that could manage their phone processes and transcribe the call recordings into excel sheets. The notion for CallRevu was thus conceived. It is built by dealers for dealers. Coming from the OEM and automotive world, we are technology-oriented and understand how vital call intelligence is for a dealership.

Most of our competitors can only monitor and report back on connected calls, yet they fail to report on the many calls that could not reach the salesperson. We help clients understand the routing issues and reasons behind unconnected calls. Most of the time, the issue is a broken IVR (a voice recording directing customers to choose an option to get where they want to go) or voicemail settings. We are identifying these types of problems for our customers and helping them throughout the caller journey.

Additionally, we ensure that our customers are always getting connected to their customers, even in the worst-case scenarios, such as phone lines go down or call congestion. We also do department classifications on every phone call that enables us to identify sales calls to get insight into what is happening with that information. This has been possible because of automation in our machines.

What is the future road map of the company looks like? What are you working on right now?

We are continuously finding new ways to achieve conversational intelligence. These days, customers are engaging with dealerships via multiple communication channels, such as phone calls, SMS, Whatsapp, and in chats within the websites. Therefore, we are identifying and understanding various means that customers use in engaging with the dealer. This way, we would also be able to monitor these mediums and provide the same insights and understandings that we deliver on the calls. We have taken phone process management to the next level by providing insights and knowledge to the dealership around specific happenings and data. Unlike others who monitor the phone calls, report metrics and numbers, and present graphs, we show dealers why a particular problem is happening, and what corrective actions they should be taking to solve it. We are also moving forward to prepare for automation and investing in machines based on AI. The machines are a quicker and more reliable source in identifying patterns and understanding anomaly than humans. Since we understand the dealership world, we are in a unique position to be able to provide AI modeling.