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.
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.
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.
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.
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.
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.
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.
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.
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
Outbound Marketing Agent
Outbound Marketing Agent
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.
Ready to See Pam in Action?
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