Dealer Stories

Dealer Stories

Pam gave new life to Raceway Nissan.

Pam gave new life to Raceway Nissan.

After falling to #74 of 75 Nissan dealers in California, Raceway Nissan used Pam to bring back over 1,000 lost customers, lift inbound booking from 56% to 78%, and rebuilt a service department that was losing $100,000+ a month.

After falling to #74 of 75 Nissan dealers in California, Raceway Nissan used Pam to bring back over 1,000 lost customers, lift inbound booking from 56% to 78%, and rebuilt a service department that was losing $100,000+ a month.

After falling to #74 of 75 Nissan dealers in California, Raceway Nissan used Pam to bring back over 1,000 lost customers, lift inbound booking from 56% to 78%, and rebuilt a service department that was losing $100,000+ a month.

Raceway Nissan

Dealership

Riverside, CA

Location

Tekion

DMS

Receptionist + Outbound Marketing

Agents Hired

Raceway Nissan

Dealership

Riverside, CA

Location

Tekion

DMS

Receptionist + Outbound

Agents Hired

The Challenge

Life before Pam

Life before Pam

When Jason Curnyn took over Raceway Nissan, it ranked #74 of 75 Nissan dealers in California, with 28% customer retention, second-worst in the state.


He'd turned stores around across 31 years in the business, but this was a different kind of broken: no structure or culture to speak of, and a base of customers who'd been chased out the door. You could hear it on a normal day, with phones ringing out while advisors were buried in the drive and customer lists sat there too big for anyone to work by hand.


Of the ~14,000 Nissan owners the factory expected back every year, fewer than 3 in 10 came back. Most GMs in that spot reach for the sales floor.


Jason went straight at service, the backbone that keeps a store profitable.

When Jason Curnyn took over Raceway Nissan, it ranked #74 of 75 Nissan dealers in California, with 28% customer retention, second-worst in the state.


He'd turned stores around across 31 years in the business, but this was a different kind of broken: no structure or culture to speak of, and a base of customers who'd been chased out the door. You could hear it on a normal day, with phones ringing out while advisors were buried in the drive and customer lists sat there too big for anyone to work by hand.


Of the ~14,000 Nissan owners the factory expected back every year, fewer than 3 in 10 came back. Most GMs in that spot reach for the sales floor.


Jason went straight at service, the backbone that keeps a store profitable.

"There were bets on how long I'd last."

Jason Curnyn · General Manager

The Challenge

The Challenge

Raceway had the market. It was losing the customers.

Raceway had the market. It was losing the customers.

Calls came in faster than the service drive could answer them, and a 14,000-customer book sat too large for any human BDC to work by hand.

Calls came in faster than the service drive could answer them, and a 14,000-customer book sat too large for any human BDC to work by hand.

28% Customer Retention

Raceway ranked #74 of 75 California Nissan dealers in customer retention.

14,000 Owners

The customer base was too large for a human BDC to work manually.

400 Monthly ROs

Down from 1,000 monthly ROs, customer-paid repair orders had fallen sharply from the prior peak.

Calls Coming In

Advisors were buried in the drive while service calls kept stacking up.

After-Hours Intent

Appointment demand kept arriving when the store was closed or understaffed.

Lost Customers

Recall, retention, deferred-service, and win-back lists were not getting worked consistently.

The Storyline

From leaking demand to a working loop.

From leaking demand to a working loop.

Calls were coming in, customers were falling out, and the store needed reliable coverage across both sides of demand.

Calls were coming in, customers were falling out, and the store needed reliable coverage across both sides of demand.

01 / The Leak

Demand was leaking in both directions.

Live calls, after-hours intent, recalls, retention lists, and lost customers were all slipping before they became scheduled work. Raceway had demand in the market, but could not capture enough of it by hand.

02 / The Limit

The typical solutions fell short.

Offsite BDC, virtual callers, marketing campaigns, data cleanup, and manual list work helped around the edges. None provided consistent coverage across every call, every hour, and every customer list.

03 / The Loop

Pam closed the loop.

Customers reaching in got answered. Customers drifting away got contacted. The team handled the human moments.

The Coverage Layer

Two Agents. One Loop.

Two Agents. One Loop.

Pam covered both sides of demand: customers reaching in and customers Raceway needed back.

Pam covered both sides of demand: customers reaching in and customers Raceway needed back.

Receptionist Agent

From missed calls to booked appointments.

Caught the demand already calling.

24.9 days of phone time saved.

1,605 appointments booked.

$417,300 revenue captured.

13,770 inbound calls handled.

99 After-hours appointments.

$25,740 after-hours revenue.

Outbound Marketing Agent

From stale lists to returning customers.

Brought lost customers back.

958 appointments booked.

$249,080 revenue captured.

586 campaigns initiated.

101,662 contacts enrolled.

26,324 customers engaged.

439,885 touchpoints across voice & sms.

Receptionist Agent

From missed calls to booked appointments.

Caught the demand already calling.

24.9 days of phone time saved.

1,605 appointments booked.

$417,300 revenue captured.

13,770 inbound calls handled.

99 After-hours appointments.

$25,740 after-hours revenue.

Outbound Marketing Agent

From stale lists to returning customers.

Brought lost customers back.

958 appointments booked.

$249,080 revenue captured.

586 campaigns initiated.

101,662 contacts enrolled.

26,324 customers engaged.

439,885 touchpoints across voice & sms.

Receptionist Agent

From missed calls to booked appointments.

Caught the demand already calling.

24.9 days of phone time saved.

1,605 appointments booked.

$417,300 revenue captured.

13,770 inbound calls handled.

99 After-hours appointments.

$25,740 after-hours revenue.

Outbound Marketing Agent

From stale lists to returning customers.

Brought lost customers back.

958 appointments booked.

$249,080 revenue captured.

586 campaigns initiated.

101,662 contacts enrolled.

26,324 customers engaged.

439,885 touchpoints across voice & sms.

Lifetime totals since go-live: Receptionist Agent and Outbound Marketing Agent from Q3, 2025.
Lifetime value reflects the service appointments Pam has booked across both agents. *Phone time shown as 24-hour days.

Lifetime totals since go-live: Receptionist Agent and Outbound Marketing Agent from Q3, 2025.
Lifetime value reflects the service appointments Pam has booked across both agents. *Phone time shown as 24-hour days.

Before & After

What changed when Pam got hired.

What changed when Pam got hired.

The same two problems looked very different once inbound demand was covered and outbound recovery could run at scale.

The same two problems looked very different once inbound demand was covered and outbound recovery could run at scale.

Before

After

Before Pam

After Pam

28

37

%

retention

56

78

%

booking rate

400

760

ROs / month

$135,000

$195,000

service revenue / month

Before

After

Before Pam

After Pam

28

12

%

retention

56

12

%

booking rate

400

12

ROs / month

$135,000

12

service revenue / month

The Results

The numbers became the proof, not the story.

The numbers became the proof, not the story.

Once coverage became consistent, the work started showing up in the numbers: more booked appointments, more recovered revenue, and more customers moving back through the drive.

Once coverage became consistent, the work started showing up in the numbers: more booked appointments, more recovered revenue, and more customers moving back through the drive.

2,563

Appointments booked by Pam

2,563

Appointments booked by Pam

$666,380

Revenue captured by Pam

$666,380

Revenue captured by Pam

958

Outbound appointments booked

958

Outbound appointments booked

99

After hours appointments captured

99

After hours appointments booked

Lifetime totals since go-live: Receptionist Agent from Jun 12, 2025, Outbound Marketing Agent from Jul 31, 2025.
Lifetime value reflects the service appointments Pam has booked across both agents. *Phone time shown as 24-hour days.

Lifetime totals since go-live: Receptionist Agent from Jun 12, 2025, Outbound Marketing Agent from Jul 31, 2025.
Lifetime value reflects the service appointments Pam has booked across both agents. *Phone time shown as 24-hour days.

November 2025

Raceway Nissan has their highest performing month in years.

Raceway Nissan has their highest performing month in years.

30 days of Pam's dual-agent excellence: the Receptionist Agent covering inbound service demand while the Outbound Marketing Agent worked customer lists at scale.

30 days of Pam's dual-agent excellence: the Receptionist Agent covering inbound service demand while the Outbound Marketing Agent worked customer lists at scale.

338

Appointments booked by Pam

9

After hours appointments captured

9

After hours appointments booked

9

After hours appointments captured

$87,880

Revenue captured by Pam

$87,880

Revenue captured by Pam

$2,340

After-hours revenue

$2,340

After-hours revenue

November 2025. After-hours figures reflect inbound calls handled outside Raceway's configured service hours. Revenue reflects the service appointments Pam booked. *Phone time shown as 24-hour days.

November 2025. After-hours figures reflect inbound calls handled outside Raceway's configured service hours. Revenue reflects the service appointments Pam booked. *Phone time shown as 24-hour days.

The proof is in the calls.

The proof is in the calls.

Pam turned everyday service calls into confirmed bookings, capturing the details advisors needed without pulling them away from the drive.

Pam turned everyday service calls into confirmed bookings, capturing the details advisors needed without pulling them away from the drive.

Pam turned everyday service calls into confirmed bookings, capturing the details advisors needed without pulling them away from the drive.

Receptionist Agent

Receptionist Agent

Service Request (Spanish)
Receptionist Agent
0:00 / 0:00
Oil Change & Tire Rotation
Receptionist Agent
0:00 / 0:00
Intelligent Transfers
Receptionist Agent
0:00 / 0:00

Outbound Marketing Agent

Outbound Marketing Agent

Booked Appointment
Outbound Marketing Agent
0:00 / 0:00
Booked Appointment
Outbound Marketing Agent
0:00 / 0:00
Booked Appointment
Outbound Marketing Agent
0:00 / 0:00
Booked Appointment
Outbound Marketing Agent
0:00 / 0:00
Booked Appointment
Outbound Marketing Agent
0:00 / 0:00
Booked Appointment
Outbound Marketing Agent
0:00 / 0:00

Meet the Team Behind Raceway Nissan

Meet the Team Behind Raceway Nissan

Jason Curnyn

General Manager

Marcos Estrada

Service Manager

Yvette Flores

Service Advisor

Marco Beltran

Service Advisor

Kaitlin Aguilera

Service BDC

Show us one list. We'll show you how Pam works it.

Show us one list. We'll show you how Pam works it.

Bring Pam the phones you can't get to and the customers your team should be calling. We'll show you what The AI Workforce does for a dealership your size.

Bring Pam the phones you can't get to and the customers your team should be calling. We'll show you what The AI Workforce does for a dealership your size.

Bring Pam the phones you can't get to and the customers your team should be calling. We'll show you what The AI Workforce does for a dealership your size.

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