350+
Stores across Australia
150K
Calls per month
IVR
Postcode-based routing
POS
Integrated with call data
The problem
A leading automotive service brand operates 350+ stores across Australia: franchise, company-owned and licensed. Every inbound call is a high-value opportunity for bookings, product enquiries or vehicle fittings. But with 150,000 calls a month, they had three problems: no attribution (offline phone conversions weren't tracked), missed calls across locations, and manual reporting that couldn't keep up with the volume.
What Gibson built
IVR routing by postcode
Callers punch in their postcode and get routed to the nearest store. No receptionist needed. Time-zone and operating hour adjustments handle the rest.
Call tracking across every channel
Website, paid search, AI citation sources, Google Business Profile, social, directories, SMS/EDMs. Every channel tracked. POS system integrated to measure actual sales revenue from phone enquiries.
Speech analytics on 150K calls
AI-powered analysis to identify high-value sales calls, monitor customer sentiment, and flag calls mentioning specific website pages for optimisation.
Google Marketing Platform integration
Call data fed into GA360, SA360 and Campaign Manager. Cost per lead, cost per acquisition and ROAS visible in real time.
The result
- •Increased store revenue by reducing missed opportunities across 350+ locations
- •Optimised paid search bidding. Spend focused on keywords that actually convert to calls
- •Full attribution across every store, strengthening marketing ROI reporting
- •Customer satisfaction improved through sentiment tracking and service feedback
Services used
Managing multiple locations?
Gibson has managed call routing and tracking for networks from 6 vans to 350 stores. Book a free audit and Albert will show you how it works for your setup.
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