Recently, Bowtie Solutions hosted its third webinar featuring Matt Raymond, COO of Bowtie Solutions, alongside  John Vincent, Director of Business Development at Apex Automotive Group. The conversation focused on common but often overlooked challenges in fixed ops: from missed phone calls to neglected outbound campaigns and the hidden impact they have on service effectiveness, staffing, and revenue.

Together, Matt and John discussed how better visibility into call data, more intentional outbound efforts, and the right mix of internal teams and outsourced support can help dealerships capture more appointments, elevate service performance, and operate more efficiently. Here are a few highlights:

Missed Calls Aren’t Just a Phone Problem
Even with modern phone systems, many dealerships don’t truly know how many calls they’re missing.

Inbound Calls Are High-Intent Opportunities
Customers who call your service department are ready to act. When those calls go unanswered, they rarely try again; they take their business elsewhere.

Outbound Campaigns Need Dedicated Focus
Proactive outreach is essential, but internal teams often lack the time to consistently follow up on recalls, inactive customers, or declined services. An outsourced team dedicated to outbound campaigns ensures these opportunities aren’t forgotten.

A Hybrid Model Creates Coverage Without Burnout
A hybrid approach allows in-house staff to focus on complex, high-touch interactions while an overflow partner ensures no call goes unanswered during peak times, staffing gaps, or after hours.

Technology Needs Oversight
AI and automation can improve efficiency, but they can’t replace human judgment. Without ongoing monitoring, important customer sentiment and service nuances can be missed.

Watch the full webinar to learn how dealerships can uncover hidden missed opportunities, rethink their service call strategy, and build a more effective, customer-first approach to inbound communication.