Stop Losing Customers: How Better Communication Drives Service Retention in Auto Dealerships

On this Parts Edge Podcast episode, Kaylee Felio sits down at the NCM Fuel the Future Fix-Op Summit with Derek from NUMA. Together, they dig deep into the tech transforming parts and service departments: proactive AI that turns every customer touchpoint into an opportunity for retention, revenue, and hassle-free communication. Derek shares how NUMA’s “co-pilot” approach fixes the industry's biggest headaches—poor communication and missed service appointments. By streamlining inbound calls and digitizing the parts counter’s to-do list, NUMA empowers managers to get out of the weeds and focus on growth, customer satisfaction, and turning inventory faster. The result? Fewer bad reviews, loyal customers, and a serious impact on the bottom line. From fixing the foundation of internal dealership workflows to bringing sales and service together, this episode is packed with gritty, realistic advice for managers who want inventory (and customer experience) to be anything but a guessing game. **--------------------------------------------** **Takeaways** 1. Communication drives retention and revenue. 2. AI frees your team for high-value tasks. 3. Integrating sales, service, and parts leads to better customer experience. **Chapters** 00:00 AI tool for car dealerships 03:35 Challenges in service advisor roles 08:07 Streamlining service with the NUMA app 11:23 Increasing dealership service retention 13:30 Podcast guest introduction **Website:**  https://www.partsedge.com/profilequiz **Kaylee Felio** LinkedIn: https://www.linkedin.com/in/kayleefelio Website: https://www.partsedge.com