Our team began with a detailed journey mapping exercise, shadowing service advisors and analyzing over 3,000 recent appointment requests to identify where communication broke down. We found that over 40% of missed appointments stemmed from a lack of confirmation or rescheduling options.

We deployed Dynamics 365 Customer Service as the central ticketing and appointment system, integrating it with the dealership’s DMS calendar and customer profiles. Power Virtual Agents was configured with over 180 flows to allow users to:

• Schedule or reschedule service appointments via web, SMS, or voice
• Check service history and upcoming maintenance needs
• Escalate to a human agent when needed

We implemented real-time routing rules based on dealer location, vehicle type, and availability. A unified agent workspace provided context on both sales and service interactions, enabling seamless handoffs between departments.

To drive accountability and improvement, we built live dashboards tracking CSAT, time-to-resolution, and agent performance by location.