CUSTOMER SUCCESS STORY

How Two BC Dealerships Increased Service Appointments by 40% with MORI AI

How Two BC Dealerships Increased Service Appointments by 40% with MORI AI

How Two BC Dealerships Increased Service Appointments by 40% with MORI AI

Comox Valley Hyundai & Courtenay Mazda

Comox Valley Hyundai & Courtenay Mazda

Comox Valley Hyundai

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EXECUTIVE SUMMARY

Answering every opportunity.

Answering every opportunity.

Comox Valley Hyundai and Courtenay Mazda are two dealerships on Vancouver Island, and like a lot of stores, they were missing service calls. The phones bunched up first thing in the morning and again over lunch, and after hours nobody was there to pick up. A good share of those calls were customers trying to book service, and when no one answered, that work was at risk of going to the dealer down the road.

Both stores have DealerMine run their BDC and set their service appointments. In April 2026 they added MORI, DealerMine’s AI phone agent, to answer the calls the team couldn’t get to (at peak times and after hours). MORI didn’t replace the team or change how the BDC works, it just meant more of those calls got answered.

The change showed up fast. By June the BDC was answering 98% of calls at Comox Valley Hyundai and 100% at Courtenay Mazda, up from 79% and 78% before MORI. After-hours calls stopped going to voicemail, and MORI was booking service work from calls that used to ring out.


It adds up where it counts. Over the same stretch, Comox Valley Hyundai booked about 61% more service appointments year over year, and between the two stores the total is up about 40%, measured against the same weeks a year earlier.

HOW IT WORKED

A practical approach to capturing more service work.

A practical approach to capturing more service work.

Goals


  • Answer more service calls, including the ones that come in at peak times and after hours.

  • Stop sending after-hours callers to voicemail, where the opportunity usually disappears.

  • Take routine call volume off the appointment coordinators so they can focus on the calls that need a person.

  • Book more service appointments without adding staff.

Approach


  • Added MORI, DealerMine’s AI phone agent, to the existing DealerMine-managed BDC at both stores, building on the people and process already in place rather than replacing them.

  • MORI answers service calls when the appointment coordinators are at capacity and when the store is closed, handles routine questions, and books appointments.

  • Calls that need a person still go to the appointment coordinators. MORI carries the overflow and the after-hours load.

Results at a Glance

Results at a Glance

40% more

40% more

service appointments across both dealerships

97%+

of service calls answered

260+

service appointments booked by MORI

+61%

Comox Valley Hyundai — more service appointments, year over year

+17%

Courtenay Mazda — more service appointments, year over year

THE CHALLENGE

Every missed call is a missed opportunity.

Every missed call is a missed opportunity.

In a busy service department, the phone is always competing with something. The coordinators are working through their day, calls pile up first thing in the morning and again over lunch, and when everyone is tied up the phone rings out. Before MORI, the BDC for Courtenay Mazda was answering 78% of its calls, and for Comox Valley Hyundai 79%. A lot of the calls that didn’t get answered were customers trying to book service.

In a busy service department, the phone is always competing with something. The coordinators are working through their day, calls pile up first thing in the morning and again over lunch, and when everyone is tied up the phone rings out. Before MORI, the BDC for Courtenay Mazda was answering 78% of its calls, and for Comox Valley Hyundai 79%. A lot of the calls that didn’t get answered were customers trying to book service.

After hours it was simpler, and worse. When the store was closed, every call landed in a voicemail box, so nothing got booked until someone listened to the messages the next day (if the customer left one at all).

After hours it was simpler, and worse. When the store was closed, every call landed in a voicemail box, so nothing got booked until someone listened to the messages the next day (if the customer left one at all).

“We were struggling to keep up with phone calls. Staffing isn’t where anyone wants it to be, so we needed a better way for customers to book appointments quickly.”

“We were struggling to keep up with phone calls. Staffing isn’t where anyone wants it to be, so we needed a better way for customers to book appointments quickly.”

Corey Sawchuk, Dealer Principal, Comox Valley Hyundai & Courtenay Mazda

THE SOLUTION

MORI carries the overflow and the after-hours load.

MORI carries the overflow and the after-hours load.

At both stores we added MORI to the BDC, not in place of it. When the coordinators are at capacity or the store is closed, MORI answers, handles the routine questions, and books the appointment. That frees the coordinators for the calls that need a person, and a call that used to ring out or land in an after-hours voicemail now gets booked while the customer is still on the line.

At both stores we added MORI to the BDC, not in place of it. When the coordinators are at capacity or the store is closed, MORI answers, handles the routine questions, and books the appointment. That frees the coordinators for the calls that need a person, and a call that used to ring out or land in an after-hours voicemail now gets booked while the customer is still on the line.

Just as important, the appointments MORI books are real, not placeholders. Each one is built the way DealerMine’s coordinators have always built them, with the right recommended and customer-requested services, diagnostics where they belong, the correct op codes and transportation type, and a time that respects shop load.

Just as important, the appointments MORI books are real, not placeholders. Each one is built the way DealerMine’s coordinators have always built them, with the right recommended and customer-requested services, diagnostics where they belong, the correct op codes and transportation type, and a time that respects shop load.

DealerMine has spent more than 25 years helping dealerships manage customer communications and book service appointments. MORI is the next step in that work: an AI phone agent that brings the same appointment-setting experience to the calls a team can’t always get to.

Corey had looked hard at the AI market first:

“There’s no magic bullet in AI right now. We chose MORI because we wanted a partner we already trusted—not another company promising the world.”

Corey Sawchuk, Dealer Principal

THE RESULTS

The clearest measure is appointments.

The clearest measure is appointments.

Over the first nine weeks after launch, Comox Valley Hyundai increased service appointments by 61% year over year, while Courtenay Mazda grew 17%. Combined, the two stores booked 40% more service appointments than they had over the same period the previous year.

Over the first nine weeks after launch, Comox Valley Hyundai increased service appointments by 61% year over year, while Courtenay Mazda grew 17%. Combined, the two stores booked 40% more service appointments than they had over the same period the previous year.

79% → 98%

Comox Valley Hyundai call answer rate

78% → 100%

Courtenay Mazda call answer rate

100% → 0%

after-hours calls going to voicemail

The rest of the picture, with the months before MORI as the starting point:

Call answer rate (BDC)

Comox Valley Hyundai: 79% → 98% · Courtenay Mazda: 78% → 100%

Calls MORI answers that become a booked appointment

Comox Valley Hyundai: 26% · Courtenay Mazda: 22%

After-hours calls going to voicemail

Comox Valley Hyundai: 100% → 0% · Courtenay Mazda: 100% → 0%

Total service appointments vs. same weeks last year

Comox Valley Hyundai: +61% · Courtenay Mazda: +17%

Metric (March 2026, before MORI → June 2026)

Comox Valley Hyundai

Courtenay Mazda

Call answer rate (BDC)

79% → 98%

78% → 100%

Calls MORI answers that become a booked appointment

26%

22%

After-hours calls going to voicemail

100% → 0%

100% → 0%

Total service appointments vs. same weeks last year

+61%

+17%

On top of answering more calls, MORI is doing real booking work. Across April, May, and June it booked more than 260 actual service appointments between the two stores, calls the team would otherwise have struggled to reach.

For dealer principal Corey Sawchuk, it all comes back to one number:

“The most important metric to me is appointments. Ultimately our job is to get people through the door. Everything else comes after that.”

Corey Sawchuk, Dealer Principal

At each store’s show rate and average maintenance sales per repair order, that points to thousands of dollars in added service revenue.

You can’t book an appointment from a call you don’t answer.

You can’t book an appointment from a call you don’t answer.

Both stores already had a capable BDC. Adding MORI didn’t change the team or the process, it just closed the gap between the calls coming in and the calls getting answered, at peak times and after hours, where the opportunities were quietly slipping away.

Both stores already had a capable BDC. Adding MORI didn’t change the team or the process, it just closed the gap between the calls coming in and the calls getting answered, at peak times and after hours, where the opportunities were quietly slipping away.

“Those days are gone. Customers expect everything now, and if you’re still sending calls to voicemail, you can’t afford not to change.”

“Those days are gone. Customers expect everything now, and if you’re still sending calls to voicemail, you can’t afford not to change.”

Corey Sawchuk, Dealer Principal

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