The Solution
We approached AI as a tool to enhance our operations and customer experience, not replace the people who make Jones Junction what it is. We started gradually, training the AI to work the way we wanted it to and continually adjusting it as we learned where it could add the most value. Over time, we expanded its role beyond basic chat, enabling customers to schedule service, body shop, and sales appointments directly through our digital channels, any time, day or night.
By integrating Appointment AI directly with our CRM and our Reynolds DMS, appointments made online flow straight into our systems, giving our team immediate visibility and ensuring customers receive confirmation without the need for a manual follow-up. This connected approach allows us to see when and how customers engage with us across multiple touchpoints, even if they never pick up the phone.
We closely monitor and train the AI on an ongoing basis, making sure it provides accurate information and reflects how we do business. Our employees remain fully involved, using AI-generated insights and recaps to better understand customer history, service activity, and shopping behavior. With all systems talking to each other, our teams are more efficient and better equipped to deliver a professional, informed experience.
By consolidating our platforms and integrating AI within a unified system, we’ve strengthened data security, reduced complexity, and positioned ourselves to operate 24/7 while still preserving the human connection our customers expect. For us, AI isn’t about replacing people; it’s about working smarter, staying competitive, and delivering a better experience for both our customers and our team.
“We’re to the point now of setting appointments for service, body shop, and sales using those AI tools. The customer can actually go and set appointments, and the appointment goes right into our CRM and DMS… they’re doing it 24/7, which is great for our business.”
“By consolidating our platforms and integrating AI within a unified system, we’ve strengthened data security, reduced complexity, and positioned ourselves to operate 24/7 while still preserving the human connection our customers expect.”
