How Lakeland Automall Recovered

Missed Calls and Increased Service Bookings Without Adding Staff

STEP 1

Industry

Industry:

Dealership / Service Department

STEP 1

Operation

Operation

High-volume service
department

STEP 1

Challenge:

Challenge:

Missed calls, overwhelmed BDC, inconsistent intake

STEP 1

Solution:

Solution:

Fully managed AI voice agent handling inbound calls and scheduling

Key Results

Recovered high volumes of missed and overflow calls

Increased booked service appointments

Reduced BDC workload significantly

Captured after-hours opportunities that were previously lost

High Call Volume Was Turning Into
Lost Revenue

Lakeland Automall’s service department was handling a large volume of inbound calls every day.

When calls weren’t answered,
they went to voicemail.

And in most cases:

Those customers didn’t leave a message

They called the next dealership instead

At the same time, after-hours calls were completely missed — creating a backlog of voicemails and lost opportunities every morning.

This wasn’t a staffing issue.It was a call handling bottleneck

During peak hours:

Advisors were tied up with customers in the lane

The BDC team was already at capacity

Phones rang while staff were assisting walk-ins or writing up repair orders

A Fully Managed Call Handling System

TorQi deployed a fully managed AI voice agent designed specifically for Lakeland’s service workflow.

The system was:

Custom-built for their services, scheduling rules, and call flow

Integrated with their existing scheduling tools

Configured to match how their BDC and advisors handle calls

TorQi handled:

Answering every inbound call

Capturing customer and vehicle details

Scheduling service appointments during the call

Handling overflow during peak hours

Managing after-hours calls automatically

Routing urgent calls when needed

Most importantly:

Lakeland’s team didn’t configure or manage anything. TorQi handled:

Setup

Optimization

Integration

Ongoing updates

From Missed Calls to Captured Opportunities

Instead of calls going to voicemail:
Every call was answered
Every interaction was captured
More customers were converted into booked appointments

During business hours:

Overflow calls were handled instantly
BDC pressure was reduced
Advisors stayed focused on in-lane customers

After hours:

Customers were engaged instead of sent to voicemail
Appointments were booked before the next business day
No more morning backlog of missed opportunities

More Booked Appointments — Without Adding Headcount

After implementing TorQi:

High volumes of missed calls were captured and converted
Appointment booking consistency improved
BDC workload decreased significantly
Service operations became more efficient

The real impact:

More cars scheduled into service

Fewer missed opportunities

Better customer experience

Increased revenue potential from existing call volume

Fixing the Intake Layer

Lakeland didn’t need more marketing. They already had demand.

TorQi fixed the intake layer by ensuring:

No calls were missed

No details were lost

No opportunities slipped through

They needed to:Capture the demand they already had

What Shop Owners Are Saying

“We were missing 8–10 calls a day and didn’t even realize it. TorQi picked those up immediately. We booked 20+ more appointments in the first month.”

David Toole
CEO of Toole’s Garage

“Our intake is finally consistent. Every customer, every vehicle, every issue — captured cleanly.”

Daniel Schrier
Owner Japanese Auto Center

“We started booking jobs after hours without doing anything. That used to be completely lost.”

David Ely
Owner of Convoy Auto Repair

Before vs After

Before

Missed calls during peak hours

Voicemail dependency

Overloaded BDC team

After-hours missed opportunities

Inconsistent intake

After

Every call answered

Live interaction + booking

Reduced workload

24/7 call handling

Structured, consistent call handling

See How TorQi Would Handle
Your Calls

We’ll walk through your call flow and show exactly how TorQi would handle your service appointments, customer intake, and scheduling — based on how your operation actually runs.

Book a 15-Minute Demo