Case StudyService CSI Automation
How World Kia increased their CSI and recovered $320K in customer lifetime value before churn.
With 1,200 ROs/month and no way to intercept unhappy customers before OEM surveys, World Kia was losing detractors silently. Lokam caught 160 at-risk customers in 8 weeks and recovered $320K.
DealershipWorld Kia
LocationJoliet, IL
Monthly RO's~1,200
Time to Results8 weeks
4.8★Google RatingUp from 4.1
$320KLifetime Revenue Recoveredin 8 weeks
160At-Risk Customers Caughtacross 2,400 ROs
+20 ptsCSI Score Increase
The Challenge
World Kia's service department was handling over 1,200 repair orders per month.
- Manual CSI follow-up surveys were sent to customers, which had a less than 15% response rate.
- When customers had bad experiences, the dealership often found out weeks later through a 1-star Google review or an OEM survey.
- Customer Service Manager Erica Rocco estimated they were losing 70–80 at-risk customers per month to competitors, compounding into ~$150K in lost lifetime value.
The Solution
World Kia deployed Lokam's Voice AI follow-up platform for service, integrated directly with their DMS.
- AI calls every customer within 24 hours post-service and captures their honest feedback.
- Detractors instantly escalated to the service manager with full transcripts.
- Promoters automatically sent Google review links via SMS.
- 70% contact rate: Branded caller ID — World Kia name, text follow-up for customers who missed the call and 3-layer spam filtration.
- Bilingual (English & Spanish) matching to customer preferences.
"The number of detractors helps me deflect the negative feedback that may happen on a Kia survey by allowing me to address it before the survey is in the email."
Erica Rocco, Customer Service Manager, World Kia Joliet
Joliet, IL
Before & After Lokam
Before Lokam
CSI Follow-Up Rate< 30% within 48 hrs
At-Risk DetectionWeeks later via 1-star review
Detractor InterceptionNone — surveys sent before issues resolved
Estimated Monthly LTV Loss~$200K
Google Rating4.1 ★
BDC Follow-Up Hours~100 hrs/month manual calls
After Lokam
CSI Follow-Up Rate100% within 24 hrs
At-Risk DetectionSame day — before Kia survey is sent
At-Risk Customers Caught160 in 8 weeks (2,400 ROs)
Lifetime Revenue Recovered$320,000 ($2,000/detractor)
Google Rating4.8 ★
BDC Cost Savings$3,000 (100 hrs saved)
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