A single-point franchise dealership was leaving $180K annually in service revenue on the table: customers due for maintenance unreached, declined services untracked, and service advisors spending 40% of their time on manual outreach. The Aizen Event automated the entire service communication and upsell workflow.
6 steps, 40% of advisor time on manual outreach, 22% contact rate on service-due outreach. Declined services rarely re-presented. Revenue visibility poor.
Each step mapped to an AI type: Deterministic (DMS query, scheduling), Probabilistic (send-time optimization, customer segmentation), or Human (advisor sales conversations). This drives prioritization and build order.
| Step | AI type | Recommendation | New state | Time saved | |
|---|---|---|---|---|---|
| 01 | Service due ID Manual Monday report export |
Deterministic | Daily automated DMS query. Segment by service type, urgency, customer value tier. Prioritized list emailed to advisors 7am daily: no Monday export, no printing. | ● Automated | 90 min/week |
| 02 | Outreach to customers Manual dialing, low contact rate |
Probabilistic | Multi-touch sequence: email → SMS → AI voice call. Send-time optimized per customer (morning vs. evening). Contact rate 22% → 71%. Fully automated. | ● Automated | 8–10 hrs/week |
| 03 | Appointment scheduling Manual call entry + DMS lookup |
Deterministic | Self-service scheduling link in SMS/email. Real-time DMS sync. Confirmation auto-sent. Handles ~60% of bookings. Remaining routed to advisor for complex cases. | ● Augmented | 4 min per RO |
| 04 | Pre-appointment prep Manual history pull, rushed |
Deterministic | Night-before: AI-generated customer brief. Last 3 visits, declined services, open recalls, vehicle mileage, likely upsells. 60-second read replaces 10-min manual pull. | ● Automated | 8 min per RO |
| 05 | Declined follow-up Manual notes, no follow-up |
Deterministic | 10-day follow-up: personalized SMS with declined service + price + scheduling link. 30-day: reminder if not booked. Tracks conversion. Fully automated. | ● Automated | previously zero |
| 06 | Post-service follow-up OEM survey only |
Deterministic | 3-day: satisfaction SMS. 90-day: next service due reminder. 11-month: warranty expiration alert with service offer. Fully automated upsell sequence. | ● Automated | previously zero |
We plot each step by implementation complexity (X) against business impact (Y). Steps in the top-left are Quick Wins: start here. Top-right are Strategic Investments: build after wins are live.
Daily DMS query + segmentation. Eliminates 90 min/week printing. Week 1.
Self-service link + DMS sync. Reduces manual entry. Week 1–2.
AI-generated customer snapshot. Advisor prep cut from 10 to 1 min.
Automated 3–11mo upsell sequence. Quick Win border.
Highest ROI. 22% → 71% contact. Phase 2. Requires tuning.
Systematic upsell on declined services. 0% → 18% conversion. Phase 2.
The redesigned workflow after the Aizen Event implementation. Every step now has a clear new state showing labor savings and capability expansion.
Build cost, deployment timeline, and three-year return: based on typical service lane economics, advisor capacity, and measured upsell conversion post-deployment.
This case study represents a composite of typical SMB auto dealership engagements. Metrics are based on observed service lane benchmarks and comparable dealership implementations. All investment figures are illustrative ranges based on the Otonmi service tiers.
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