{"id":1175,"date":"2025-06-04T11:55:38","date_gmt":"2025-06-04T09:55:38","guid":{"rendered":"https:\/\/gapitalia.com\/?post_type=progetto&p=1175"},"modified":"2025-06-04T11:55:38","modified_gmt":"2025-06-04T09:55:38","slug":"italian-automotive-dealer-2","status":"publish","type":"progetto","link":"https:\/\/gapitalia.com\/en\/progetto\/italian-automotive-dealer-2\/","title":{"rendered":"Italian automotive dealer"},"content":{"rendered":"\t\t
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Italian automotive dealer<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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How GAP modernized an automotive dealer's Front End and BDC with hybrid human + AI solutions<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tAn Italian automotive Dealer with many branches and significant turnover was facing challenges typical of the automotive industry: complex management of appointments for test drives, used cars, and service; difficulties in accommodating all requests with high waiting times for calls and emails; difficulties in coordinating vehicle availability; and fragmented communication to customers. To improve operational efficiency and consolidate its online reputation, the Dealer chose to partner with GAP, a contact center with 25 years of experience and an advanced ICT department capable of integrating artificial intelligence solutions with the support of more than 500 human agents. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Italian automotive dealer<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Project Goals.<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\tUsing the hybrid human + AI, the goal was to optimize appointment management, confirming reservations and soliciting pickups; reduce customer wait times by improving response times to calls and emails; manage inquiries in real time, providing accurate information on new and used models as well as available financing; and integrate the company’s CRM system, to track all interactions and keep customer data up-to-date. In addition, the project aimed to enhance the Business Development Center (BDC), improving lead management, increasing the conversion rate of business opportunities, and ensuring a more effective and personalized customer experience, in step with the times and customer expectations. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The GAP Solution<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The proposal modernized the Dealer Front End, flanking the internal team with a hybrid structure that combines the experience of human operators with the speed and efficiency of GAP’s Digital Agents. The proposed solution is based on three pillars: Digital Agents<\/b>, AI systems that respond in real time to customer questions, book test drives and service interventions, filter and sort requests according to specific needs; Human Operators<\/b>, a fleet of 500 experienced agents, who intervene in the most complex situations ensuring empathetic and personalized contact, complementing the work of the Digital Agents; Integration with CRM systems<\/b>, to collect and update customer information, track every interaction and enable detailed analysis of performance and results. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Measurable Results and Benefits<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\t18% increase in confirmed bookings for test drives and service. Reduction of 48% in wait times for calls and emails, with a 90% resolution rate with a single contact. Optimized cancellation handling, filling 62% of slots made available. Improved online reputation with a 26% increase in positive reviews. Complete migration of some internal human resources, on more value-added activities such as customer reception, vehicle sales, and aftermarket and accessories consulting. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Strategic Advantages of Outsourcing in the Automotive Sector<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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GAP has contributed significantly in the management of the Peak Demands<\/b>, thanks to the adoption of a highly scalable hybrid model that has demonstrated robustness even during periods of high turnout (e.g., new model launches, promotional campaigns, open days); to the improvement of the Customer Experience <\/b>and retention, thanks to quick and personalized responses that increase the perception of service quality, reduction of errors in appointment management, and coverage up to 24\/7 that ensures continuity in customer support; to the Flexibility and Technology Integration<\/b>, with the ability to interface with Dealer CRM systems to update data in real time, optimize internal processes, and predict future trends and needs.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Conclusions<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The project implemented for Dealer demonstrates how an outsourced contact center, supported by advanced artificial intelligence solutions, can radically transform both the front end and the BDC in the automotive world. The benefits achieved-from increased confirmed bookings, reduced wait times, and improved reputation-are measurable and have led to a significant reduction in operational costs and increased customer satisfaction. GAP’s ability to provide a scalable, integrated, performance-oriented solution makes our service an ideal partner for Italian dealers. <\/p>


If your company also faces similar challenges, our experience and advanced technology can make a difference, ensuring not only operational improvement but also a positive impact on reputation and perceived value to customers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Contact us to find out how GAP can support your company in turning daily challenges into opportunities for growth and innovation.\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Case study<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Private Medical Center<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Reggio Emilia<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Contact form<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Fill out the contact form for assistance with your submitted request.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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