Case StudyService CSI Automation
World Kia: Service Follow-Up Case Study
With a high monthly repair-order volume and no way to hear from unhappy customers while their problem could still be fixed, World Kia was losing them silently.
DealershipWorld Kia
LocationJoliet, IL
Monthly RO's~1,200
The Challenge
World Kia's service department was handling over 1,200 repair orders per month.
- When customers had bad experiences, the dealership often found out weeks later through a 1-star Google review or an OEM survey.
The Solution
World Kia deployed Lokam's Voice AI follow-up platform for service, integrated directly with their DMS.
- AI calls customers post-service and captures their honest feedback.
- Detractors escalated to the service manager with full transcripts.
- Branded caller ID — World Kia name, text follow-up for customers who missed the call and 3-layer spam filtration.
Cut churn at the source: fix the problems before customers leave.
See how it would work with your own follow-up process in a 30-minute demo.