CSI Follow-Up Automation That Catches Detractors Before They Cost You
Lokam calls every service customer within 24 hours of their repair order — at 70% contact rate. Detractors are escalated to your service manager before the survey arrives. Promoters get a Google review request automatically.
Quick 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.
70%
Contact rate
vs 30% manual BDC average
24h
First call window
after every repair order
4.0→4.8★
Google rating
World Hyundai in 8 weeks
+20 pts
CSI score lift
average across active dealers
The Problem
Only 23% of dealerships achieve a 90%+ CSI contact rate using manual follow-up. The other 77% are letting dissatisfied customers leave without resolution — and those customers post the reviews, file the surveys, and defect to a competitor. A 1-point CSI drop can cost $15,000–$40,000 in annual OEM bonuses.
The Lokam Fix
Lokam calls every repair order customer within 24 hours — automatically. Unhappy customers are escalated to your service manager with the full context before the survey ever arrives. Happy customers get a Google review request. Your CSI score reflects what actually happened, not who happened to get a call that week.
How Lokam CSI Automation Works
Every RO gets a follow-up call
Your service advisors handle 100+ ROs a week — they can't call everyone. Lokam calls every customer within 24 hours of pickup, without any manual input from your team.
Detractors caught before the survey
Lokam detects negative sentiment in real time during the call. Service managers get an instant alert — name, issue, full transcript — so they can resolve it before the survey arrives or the review goes live.
Google review generation built in
Satisfied customers get an SMS with your Google review link at the end of the call. Dealers consistently see Google ratings improve from 4.0 to 4.7+ within 60–90 days.
OEM survey score protection
A 1-point CSI drop can cost $15,000–$40,000 in annual OEM bonus payments. Lokam's proactive follow-up prevents the surprise detractor submissions that drag scores down.
DMS-integrated, zero manual work
Lokam reads your repair order data directly from CDK Global, Dealertrack, and other DMS platforms. No spreadsheets, no manual uploads — ROs feed the follow-up queue automatically.
Full call transcripts on every escalation
When Lokam escalates an at-risk customer, your manager gets everything they need: customer name, vehicle, concern, and the full AI call transcript — so the resolution call starts informed.
Common questions
What is CSI follow-up automation?
CSI (Customer Satisfaction Index) 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 — complaints about repair quality, unexpected charges, wait times, or advisor interactions — during the follow-up call. The moment a negative signal is detected, your service manager receives an instant alert with the customer's name, concern, and full call transcript, so they can resolve it before the customer submits a survey or posts publicly.
How does Lokam improve CSI scores?
By reaching every customer within 24 hours of service — something manual BDC teams rarely achieve — Lokam catches issues while they 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 has helped dealerships move from 4.0 to 4.8★ ratings within 90 days.
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 24/7 without staffing constraints.
Ready to protect your CSI score and Google rating?
Book a demo — we'll show you the impact at your repair order volume.