THE CHALLENGE
What Caterpillar Dealers faced
Mike, a Caterpillar (CAT) equipment dealer on the west coast, was investing in marketing and sales, but sales were flat. Calls were coming in, yet he could not tell which campaigns were working, and he knew customers were slipping through the cracks. His outdated phone system could not capture or route leads reliably, and no one had the time to listen to calls and figure out what was really happening on the phone.
THE SOLUTION
What changed
- 01A smarter phone system to capture every leadConvirza replaced the outdated setup with customizable call routing and IVR, so every inbound call reached the right person instead of slipping through the cracks.
- 02Marketing attribution that shows what actually drives salesDynamic Number Insertion (DNI) tied each call back to the exact ad, keyword, and campaign that produced it, while AI voice analysis scored buying intent and sentiment. The marketing team finally had click-to-close visibility, plus weekly reports of qualified buyers to feed retargeting and lookalike audiences.
- 03Ultimate AI that turns insight into actionConvirza’s Ultimate AI scored leads and automated follow-ups. It flagged callers asking about CAT equipment who had not booked and triggered follow-up emails to keep them engaged. In one case it detected a high-intent caller who mentioned a competitor’s price, the team swooped in with a better offer and closed the deal.
- 04SMS that keeps warm leads from going coldAutomated text follow-ups kept the dealership top of mind, for example after a customer called about a CAT excavator but did not commit. The team also used SMS to request reviews right after purchase, capturing more 5-star ratings when customers were happiest.
- 05AI Voice for after-hours and busy seasonAn AI Voice agent handled after-hours conversations, cutting labor costs substantially while making sure customers still got the support they needed around the clock.
- 76%Sales increase
KEY TAKEAWAY
With every call tied to a campaign, scored for intent, and followed up automatically, a dealership with flat sales turned its phone lines into a 76% sales increase in a single quarter.
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