CSI Follow-Up Automation That Catches Detractors Before They Cost You

CSI score: +15-20 points within 90 days

The mechanism is contact rate. Manual BDC teams average 15-30% live contact on RO volume. Lokam averages 70%. Every detractor you reach before the OEM survey is a score that doesn't drop. At 70% contact rate, most dealers see 15-20 point CSI improvement within 90 days.

Google rating: 4.0 to 4.8 in 8 weeks

World Hyundai Matteson is the reference case. Starting from a 4.0 Google rating, 8 weeks of consistent post-service follow-up - catching detractors privately and requesting reviews from promoters - moved them to 4.8. The same pattern repeats across dealers because the inputs are the same: every customer called, every promoter asked.

OEM bonus protection: $15,000-$40,000 per year

A 1-point CSI ranking drop - moving from the 75th percentile to the 50th - costs $15,000-$40,000 in annual OEM bonus payments depending on brand and volume. For high-volume stores, the impact is higher. Lokam's cost is a fraction of a single bonus tier loss. The math is straightforward.

Service retention: detractors resolved, not lost

A customer who had a frustrating service experience and got a call within 24 hours is dramatically more likely to return than one who never heard from the dealership. Retention math at $300-$500 average RO value compounds fast. Dealers report that resolved detractors become some of their most loyal returning customers.

"What if the AI makes an unhappy customer angrier?"

Lokam is designed to listen and acknowledge, not to defend. When a customer expresses frustration, the AI validates their concern and escalates to a human immediately with the full context. It does not argue, make excuses, or attempt to resolve complex complaints itself. The goal of the AI in a detractor conversation is to identify the issue and get a human on it - not to close the loop on the call.

"We already have a BDC team doing follow-up."

The question is what percentage of your repair order volume your BDC is actually reaching via live conversation - not voicemail, not texts. Industry benchmarks show manual follow-up averages 15-30% live contact rate. If your team is at that number, 70-85% of your service customers are going to the OEM survey with no touchpoint from you. Lokam covers the volume gap; your team handles the escalations.

"Won't customers be put off by an AI calling them?"

Lokam discloses upfront that it's an AI assistant calling on behalf of your dealership. In practice, customers respond based on whether the call feels relevant and respectful - not whether it's AI or human. A call that references their specific visit and asks genuinely how it went gets answered. A generic follow-up from a number they don't recognize doesn't - regardless of who made it.

"We don't want to change our current process."

Lokam doesn't require your team to change anything. It plugs into your DMS, runs automatically, and routes escalations to whoever your service manager is. Your team's process stays the same - except the escalations they get now come with full call transcripts instead of a CRM note that says 'called, no answer.'

What is CSI follow-up automation?

CSI follow-up automation replaces manual post-service phone calls with an AI voice system that contacts every service customer after their repair order. It captures satisfaction feedback, detects unhappy customers in real time, and escalates issues to your service manager before the customer files a negative survey or leaves a bad review.

How does Lokam catch detractors before a bad review?

Lokam's AI listens for dissatisfaction signals during every call - complaints about repair quality, unexpected charges, wait times, or advisor interactions. The moment a negative signal is detected, your service manager receives an alert with the customer's name, concern, and full call transcript, so they can resolve it before the OEM survey arrives or a public review is posted.

How does Lokam improve CSI scores?

By reaching every customer within 24 hours of service - something manual BDC teams rarely achieve at scale - Lokam catches dissatisfied customers while issues can still be resolved. Dealers using Lokam have seen CSI score improvements of 15-20 points within 90 days. World Hyundai Matteson went from a 4.0 to a 4.8 Google rating in 8 weeks.

Can Lokam generate Google reviews automatically?

Yes. When Lokam identifies a satisfied customer during the follow-up call, it automatically sends them an SMS with your Google review link. This consistent volume of review requests - applied to every positive call - is what moves dealership Google ratings from the 4.0-4.3 range to 4.6-4.8.

How many repair orders can Lokam handle per month?

Lokam scales to your full RO volume - whether you're running 500 or 5,000 repair orders per month. There's no limit on call volume, and the system runs continuously without staffing constraints.

Which DMS systems does Lokam integrate with for CSI follow-up?

Lokam integrates natively with CDK Global, Dealertrack, VinSolutions, DealerSocket, TEKION, Authenticom, and DealerVault. Lokam's team handles the integration setup - your IT team does not need to be involved for the standard configuration.

Does Lokam replace my BDC team for CSI follow-up?

No. Lokam handles the volume work - calling every repair order customer, detecting sentiment, and routing escalations. When it identifies a detractor, your service manager takes over with the full context already in hand. Your BDC team focuses on resolution conversations, not cold call lists.

What happens if the OEM survey arrives before Lokam calls?

OEM surveys typically go out 3-7 days after a repair order. Lokam places the first call within 24 hours of RO completion, giving you a 2-6 day window to identify and resolve dissatisfied customers before the survey lands in their inbox. The contact window is specifically designed around this timing.