How World Hyundai Service Raised Its Google Reviews from 4.0 to 4.8 in 8 Weeks
With 8 advisors handling 1,100 ROs/month and less than 30% of follow-up calls ever made, World Hyundai was losing 60–70 at-risk customers every month. Lokam changed that in 8 weeks.
The Challenge
World Hyundai's service department was handling over 1,100 repair orders per month with a team of 8 advisors.
- Manual CSI follow-up calls were supposed to happen within 48 hours in practice; less than 30% were ever made.
- When customers had bad experiences, the dealership often found out weeks later through a 1-star Google review or an OEM survey.
- The GM, Sheri Sevik, estimated they were losing 60–70 at-risk customers per month to competitors, compounding into ~$250K lost lifetime value.
- Service advisors manually dial during peak write-up hours.
The Solution
World Hyundai deployed Lokam's Voice AI follow-up platform for service, integrated directly with their DMS.
- AI calls every customer within 24 hours post-service and captures their honest feedback.
- Detractors instantly escalated to the service manager with full transcripts.
- Promoters automatically sent Google review links via SMS.
- 70% contact rate: Branded caller ID — World Hyundai's name, text follow-up for customers who missed the call and 3-layer spam filtration.
- Bilingual (English & Spanish) matching to customer preferences.
"The immediate awareness of how many mildly unsatisfied customers and truly unsatisfied customers we had in our service lane was eye-opening. And our Google review score went from 4.0 to 4.8 in a matter of weeks. Lokam helped us get in front of the issues before the customer completes the CSI survey. This also helps us with retention as well!"
Shvone Hicks, Service Manager, World Hyundai
Matteson, IL
Before & After Lokam
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