MS Auto used Enthu.AI to QA 100% calls and lift conversions by 5%
MS Auto is a leading name in auto care across the US East Coast, trusted for both routine and specialized services.
conversion rates
CSAT
The challenge
Before working with Enthu.AI, MS Auto had a big problem: they couldn’t really understand their customer calls at scale.
They were using CallRail as their phone system, but it just showed who called and when - it didn’t answer the important questions, like:
- What services are customers asking about the most?
- Are agents pitching those services the right way?
- When a sale closes, what makes it happen?
- When a sale is lost, what went wrong?
- Are there hidden revenue opportunities that are being missed?
On top of that, their QA process was slow and manual.
Managers could only listen to a handful of calls, which meant they missed bigger patterns.
This left the team guessing about agent performance, losing sales opportunities, and lacking a clear link between customer conversations and business results.
The Solution
That’s when MS Auto turned to Enthu.AI - to finally bring structure and intelligence to their customer calls.
They started small with automatic QA of calls using AI, moving past manual sampling. But once they saw the impact, they quickly expanded into a full rollout that included:
- Call Summaries: Clear, automatic summaries for every conversation.
- Sentiment Analysis: Spotting customer tone and satisfaction in real time.
- Missed Opportunity Tags: Highlighting sales chances that slipped away.
- Dashboards & Power BI Reporting: Turning call data into insights for leadership.
- Weekly Emails: Regular digests so managers stayed on top of performance.
- Notifications & Alerts: Real-time flags for compliance gaps or coaching needs.
What started as a QA upgrade soon became much more—an intelligence layer across all their customer conversations.
The implementation
The rollout was fast and painless. In just six weeks, MS Auto went from a pilot to full adoption across the organization.
The onboarding was smooth, and service advisors quickly got comfortable with the new workflows.
For the first time ever, leadership had crystal-clear visibility into every call, every pitch, and every missed sale - all in one place.
Results and Impact
The difference was clear—and it showed across the whole organization:
- 100% of calls QA’d (up from just a small manual sample).
- 5% jump in conversion rates, directly linked to sharper pitching and better follow-ups.
- Customer Satisfaction (CSAT) climbed from 3.4 → 4.2, proof that customers felt happier and more confident.
But the numbers tell only half the story.
Managers found coaching sessions easier and more targeted. Advisors felt supported, not micromanaged.
And leadership finally had complete trust in their call data - turning conversations into a real driver of business growth.
“With Enthu.AI, we finally know exactly what customers ask for, how our team responds, and where we can improve. It’s transformed the way we operate.”
Rahul Vora
COO, Main Street Auto
What next?
Replicate similar results for your business. Get started with Enthu.AI today.