Customer story
Bell Mitsubishi’s phones, answered after hours.
A small BDC was covering the whole rooftop, and after-hours and weekend service calls often went to voicemail. Here is the workflow the store put in front of those calls.
Bell MitsubishiRahway, New Jersey- Coverage
- After hours and weekends
- Primary workflow
- Inbound service scheduling
- Hand-off
- To the BDC, with the conversation attached
- Connected systems
- Xtime and VinSolutions
- Rollout
- Phased pilot, then production review
What Bell Mitsubishi says
We went from missing nearly half our after-hours calls to answering every single one. The AI agent doesn’t just pick up — it books the appointment, updates our DMS, and sends the customer a confirmation. Our service lane has never been this full.
Neil HutkimGeneral Manager, Bell Mitsubishi · Rahway, NJCustomer-reported experience, published with the featured customer story.
The challenge
A small BDC, a whole rooftop, and calls after closing.
A small BDC team was covering the entire rooftop while after-hours and weekend service inquiries frequently rolled to voicemail. The team needed a way to complete routine scheduling without losing human visibility into exceptions.
What we built
An agent on the service line, wired to the store’s systems.
IDP configured a voice workflow around inbound service requests using the systems available to the dealership. Routine scheduling was completed in the connected flow, while unresolved requests moved to the BDC with the conversation context attached.
Xtime
VinSolutionsThe call is answered.
In Bell’s name, after hours and on weekends, by the store’s own agent.
Routine visits are booked.
Scheduling completes in the connected flow, in the store’s scheduler.
Exceptions go to the BDC.
Anything unresolved lands with the team, conversation attached.
Customer-reported experience, published with the store’s approval of the quote. Workflow as documented for the deployment.
Voice agents
Hear Mandy take a real call.
A recorded call with Bell Mitsubishi’s voice agent. Press play and the transcript follows the audio, word for word.
Transcript
Hi there! Thanks for calling Bell Mitsubishi. This is Mandy. Are you looking at a new or used car?
A used car. I've actually contacted you before. I'm interested in the 2020 Mercedes-Benz E53 Coupe.
So I would like just to proceed the purchase.
Great to hear from you again. An awesome choice with the 2020 Mercedes-Benz E53 Coupe. Let's get you moving forward.
First, just to make sure I have your info correct, can you confirm the best phone number for you?
I'll check your details and pull up the vehicle right away.
What the agent is doing
Recorded with an IDP voice agent. The notes illustrate what a configured agent does at each moment; the tools an agent may use are set per store.
Your store.Your calls.Answered.
We’ll map the workflow your team feels most, and show it working on your calls before anything goes live.