Stop losing missed service calls
Last updated October 18, 2026
Missed service call recovery starts by answering the call, not by reporting it the next day. Riley answers the service line 24/7 and books, moves, and cancels in Xtime. When she cannot finish, the call waits in Leads to recover for your own desk. This page does not publish a miss rate. Your phone system has the one that matters.
Who this is for
Dealership missed calls, abandoned service calls, and a soft answer rate are usually discovered in a phone report, not in a pitch. Lunch, the last hour before close, and Saturday morning are the hours advisors name without looking anything up. The guest who hung up did not file a complaint. They called someone else, or they tried again tomorrow and found the loaner already gone.
Recovery is two different jobs, and stores mix them up. The first is answering the call that is ringing now. The second is calling back the person you already missed. Riley is the first job. Leads to recover is the list your coordinators use for the second, including a call she could not book and a sales-line voicemail. Neither one requires us to invent a national percentage.
How it works
- Count the misses in your own reports. Pull answer rate by hour from the phone system you already pay for. The audit guide shows the half hour, using a repair-order value you choose from your own DMS.
- Answer the next one. Riley picks up 24/7, in English and Spanish, and writes the appointment in Xtime when the job is on the menu.
- Give the rest back to your desk. A call she should not book, and a call that ended unfinished, waits in Leads to recover. Your coordinators work that queue. It is not a file we email you once a week.
What “recovery” should not mean
It should not mean a booked appointment that Xtime has never heard of. A recall, a diagnostic, or a wrong op code is a handoff, not a creative booking. The guest hears that a coordinator will confirm. The desk sees the CDK history when the number matches: the customer, the vehicles on those repair orders, and what was done. That is the context for the callback. It is not a substitute for the callback.
It should also not mean a statistic we made up. DealersThink does not publish an answer rate, an abandoned-call count, or a dollar figure for a missed call. A 16-rooftop dealer group runs the product. We are not publishing that group’s name or its results here. If you want a number, it should be yours. The guide is the way to get it in about half an hour, from reports you already have.
Where the calls go after they are saved
Answered and booked is the best ending, and it lives in Xtime. Answered and handed to a person is the right ending when the guest asks, or when the work is not a clean op code. Missed before we were on the line is a callback, and your team owns it. After-hours sales misses are Casey’s side of the house, from your vAuto inventory, not a service appointment with a stock number attached.
If the recovery pitch you are reading promises every call answered and a precise lift in appointments, put it down. Those claims are not on this page because we will not print a figure we have not sourced to your store. Book a demo. Bring the phone report. The conversation is more useful with your hours in front of us.
What it connects to
Certified CDK and Xtime integrations · vAuto inventory (Casey). Riley books, moves, and cancels in Xtime. The CDK integration reads customer, vehicle, and repair-order history for caller lookup and for BDC Customers. Casey works from your vAuto inventory on after-hours and overflow sales calls. vAuto is not described as a certified integration. The same three are summarized on Integrations.
Sample call
Until that recording is ready, the path is the one above: Riley answers, offers an opening Xtime actually has, writes the appointment in Xtime, and hands the caller to your desk when the request should not be booked on the call.
Human handoff
The BDC desk is your staff, in the same product as Riley and Casey. A caller who asks for a person is handed to that desk. A recall, a diagnostic, or an op code Xtime will not take is not announced as booked. The call goes to the desk, or Riley takes a number for a coordinator to confirm. Anything she could not finish waits in Leads to recover.
DealersThink is live at a 16-rooftop dealer group. The group’s name is not on this page.
Book a demo.
See Riley on the service line and Casey on after-hours sales. Contact us on the form.
FAQ
How do I find out how many service calls we miss?
Pull the answer-rate report from the phone system you already use, by hour, for a recent week, and count the calls that rang and were not answered. The guide on missed service calls walks through that audit with your own repair-order value. DealersThink does not publish a national miss rate.
What happens when Riley cannot book a request, such as the wrong op code, a recall, or a diagnostic?
Riley books the services the store’s Xtime menu can accept. A recall, a diagnostic, or an op code the scheduler will not take is not told to the caller as a booked appointment. Riley hands the call to a person on the BDC desk, or takes a number so a coordinator can call back and confirm.
How does the handoff to my BDC or advisors work?
The BDC desk is your own staff, in the same product as Riley. When a caller asks for a person, or when Riley should not book the request, she hands the call to that desk. A request she could not finish is left in Leads to recover so a coordinator can call back.
Does it work after hours, on weekends, and on holidays?
Riley answers service calls 24/7, including nights and weekends, and when the store is closed. Casey answers after-hours sales calls and sales calls when the sales desk is already on another call. The store’s own desk takes the calls that need a person during the hours the store staffs it.
How long does setup take?
DealersThink does not publish a go-live time on this page. Book a demo and we will tell you what your stores need before Riley or Casey answers a live line.
What does it cost?
Pricing depends on rooftops and products. Book a demo. This page does not list a price.