Viova for Franchise Dealerships
Live
“Can I move my recall repair to Saturday morning?”
Viova checks availability, updates the DMS, confirms by SMS, and logs the full conversation for the manager.
DMS
booking made
SMS
customer notified
Viova handles the inbound and outbound phone volume a franchise store cannot always staff for. Specifically, it:
Answers every inbound call 24/7, including peak service mornings, Saturdays, and after hours
Books, reschedules, and cancels service appointments directly in the DMS with no manual entry
Routes new, used, parts, and finance inquiries to the correct department and notifies the right team member by email
Schedules sales appointments and organizes qualified callback queues for the variable ops team
Runs outbound campaigns for recalls, declined and due service, and lapsed-customer reactivation
Logs every call so the principal and department managers can see demand, appointment counts, and missed opportunities in one dashboard
Viova supplements the service and BDC teams rather than replacing them. Dealerships keep their people and stop losing revenue to unanswered calls.
Rooftop call complexity
Franchise dealerships face a call volume problem that independents and other retail businesses do not. A single rooftop typically runs new and used sales, a full fixed ops department, parts, and finance, and each of those generates inbound calls throughout the day. Service alone drives the majority of that volume, and it clusters at the worst possible times: the Monday and Saturday morning rush when every advisor is already writing a repair order, and the evenings and weekends when the desk is closed but customers are finally free to call.
Brand standards at scale
At the same time, franchise stores operate under manufacturer brand standards that set an expectation for how every customer interaction should be handled. A caller who reaches voicemail, sits on hold, or waits two days for a callback is a direct hit to that standard, and increasingly to the customer satisfaction scores that manufacturers tie to incentive programs and allocation. The cost of an unanswered call at a franchise dealership is therefore larger than the single missed appointment. It compounds into lost fixed ops revenue, a weaker satisfaction score, and a customer more likely to book their next visit somewhere else.
Recall obligations and BDC pressure
Franchise dealerships also carry obligations that independents do not, particularly around warranty and recall work. Recall campaigns require the store to reach affected owners and get them scheduled, which is a large outbound calling task that competes for the same BDC hours already stretched by inbound demand. Viova is built to absorb both sides of that pressure, and to do it in a way that fits how a franchise store already operates rather than asking the team to change its workflow.
Service is where you make your money. Viova answers those inbound service calls the moment they come in, whether it is 6 AM before a customer’s workday, the middle of a Monday rush, or 9 PM long after the desk has closed. The caller has a natural conversation rather than an IVR phone menu, states what they need, and gets it handled.
For a service appointment, Viova checks live availability and books, reschedules, or cancels the appointment directly in the DMS. Because the booking lands in the system with the required fields populated, there is no manual re-entry the next morning and no reconciliation step for the advisor. When the service team opens the schedule, Viova’s appointments are already there and accurate.
Not every inbound call is a service booking. Your stores field parts questions, warranty and recall status checks, hours and directions, finance questions, and new and used sales interest, often on the same main line.
Viova identifies what the caller needs and routes accordingly: it answers the routine questions directly, books what can be booked, and forwards anything that requires a specific person to the right department by email notification, with a customer SMS confirmation sent automatically. The result is that the correct team member receives a clear, logged request instead of a pink slip or a missed voicemail.
What inbound covers
24/7 answering across peak hours, after hours, weekends, and holidays
Service appointment booking, rescheduling, and cancellation directly in the DMS
Recall and warranty status routing to fixed ops
Parts, sales, and finance inquiry routing with email notification to the right team member
Automatic customer SMS confirmations for booked appointments
Complete call logging and transcripts in the Viova dashboard
As a franchise dealership, you have a large, standing list of reasons to call customers, and rarely enough BDC hours to work it consistently. Recall campaigns need affected owners contacted and scheduled. Declined and due service represents work the store has already identified and simply needs to bring back in. Owners who have not been in for a while drift toward aftermarket shops unless someone reaches out. Viova runs these outbound campaigns as a structured, always-available motion so the BDC team can concentrate on the conversations that genuinely need a person.
Proactively contacting affected owners, explaining the recall in plain language, and booking the repair directly into the DMS, which helps the store meet manufacturer completion expectations without tying up staff for weeks.
Reaching owners with due maintenance, declined services from a prior visit, or an upcoming interval, and converting the reminder into a booked appointment rather than a note in the CRM.
Re-engaging owners who have lapsed and have not scheduled service in some time, giving fixed ops a path to win back retention before those customers settle into an aftermarket routine.
Collecting post-visit feedback that supports the customer satisfaction scores franchise stores are measured on, and surfacing issues while there is still time to resolve them.
Every outbound conversation is logged the same way inbound calls are, so managers can see how a campaign is performing and how many appointments it produced, rather than guessing at the return on a call list.
Viova supports the sales side of a franchise store without competing with it. Inbound sales calls that reach voicemail rarely convert, because the customer has usually moved on by the time someone calls back cold. Viova answers those calls, captures the buyer’s or trade-in interest, and either schedules a sales appointment or books a callback at a time that works for the customer. The sales team starts the day with a qualified, organized queue and the context behind each entry, rather than a stack of missed numbers to return blind. Callback quality improves, appointment volume increases, and the desk spends more of its time on conversations that actually move a deal forward.
Viova is not a general-purpose assistant adapted for automotive after the fact. It was designed from the outset around fixed ops and variable ops workflows, and it understands the difference between a customer booking an oil change, one checking on the status of a warranty repair, and one calling about a recall. For a franchise store, that distinction matters, and several things follow from it:
Every caller gets the same professional, dealership-appropriate handling, on every call, at every hour. That consistency is difficult to sustain with staffing alone and it maps directly to the customer experience manufacturers expect.
Viova absorbs the peak-hour and after-hours volume that would otherwise require dedicated staff, so the store captures service demand it is currently losing to voicemail.
Appointments land in the dealership’s existing DMS automatically, with the required fields populated. There is no separate scheduling system to maintain and no manual entry for advisors.
Outbound campaigns run continuously in the background, helping the store meet completion obligations and recover retention without pulling the BDC team off inbound calls.
Every inbound and outbound call is logged, giving the principal a single view of call volume, demand patterns, appointment counts, and missed opportunities across the store.
Viova integrates with any DMS and CRM and fits within the existing technology stack. There is no new interface for advisors to learn and no implementation project for IT to absorb.
Dealer Principal / Owner
Inbound calls that currently end as voicemail become booked appointments and qualified callbacks, without adding headcount. Every call is logged, so the data to measure that impact is available from the first day.
Service Manager
Advisors do their best work with the customer in front of them, not on hold. Viova books service appointments directly in the DMS, so the schedule is accurate and populated when the team opens it.
Sales Manager
Inbound sales calls get answered and converted into scheduled appointments and organized callbacks, so the team works a qualified queue instead of a list of missed numbers.
BDC Manager
Viova handles the routine, repeatable inbound volume and the standing outbound campaigns, freeing BDC agents for complex inbound situations and high-value outreach that need a person.
IT Manager
Viova integrates with the existing DMS and CRM without a platform overhaul, a new advisor interface, or a heavy implementation scope.
Frequently asked questions
In a focused 15-minute demo, the Viova team will show how the agent answers inbound service and sales calls, books appointments directly into your DMS, and runs outbound recall and retention campaigns, using scenarios from a franchise store like yours.