Case study · Chevrolet and Cadillac dealership
How Gilroy Chevrolet Cadillac answers its phones with Cleo.
From September 22 to October 21, 2026, Cleo answered 884 inbound calls at Gilroy Chevrolet Cadillac in Gilroy, California. 159 ended as a booked appointment and 208 were handed to staff. Cleo is an independent vendor, not affiliated with Chevrolet, Cadillac or GM.
Gilroy Chevrolet Cadillac · Gilroy, California
884 calls answered. 159 ended as a booked appointment.
884
Calls answered, Sept 22 to Oct 21, 2026
159
Calls that ended as a booked appointment, same 30 days
8
Booked while the service department was closed, same 30 days
Where Gilroy Chevrolet Cadillac’s 884 calls went
September 22 to October 21, 2026. Each call carries one outcome label in Cleo’s call log, so the rows add up to the total.
- Transferred to staff20823.5%
- Booked an appointment15918.0%
- Took a message for the team15918.0%
- No outcome label15317.3%
- Checked a status10712.1%
- Answered a question778.7%
- Canceled an appointment91.0%
- Ordered parts80.9%
- Updated an appointment20.2%
- Updated a parts order20.2%
159 calls ended as a booked appointment, from 150 unique callers, and 8 of those appointments were booked while the service department was closed. Cleo also handled about 48 hours of customer conversations. A booked-appointment call is a call that ended as a scheduled appointment in Cleo’s call log. It is not a completed appointment and it is not revenue: Cleo does not report whether customers arrived or what work was paid for. All 159 were for the service department. These are one dealership’s results, not a promise of yours.
Source: Gilroy Chevrolet Cadillac, Cleo call log, inbound calls, September 22 to October 21, 2026 (Pacific time), excluding test, archived and deleted calls. Closed means outside the service department’s hours set in Cleo.
How Cleo works at Gilroy Chevrolet Cadillac
Answer, book into Tekion, or hand off to a person.
01 · Answer and look the customer up
Cleo answers the call, asks for the name, confirms a callback number and looks up a returning customer in Tekion by phone number. When a vehicle is on file, Cleo confirms it. When none is, it asks for the year, make and model, then the mileage, the service needed and when the owner wants to come in.
02 · Book it into Tekion
Gilroy Chevrolet Cadillac books into Tekion. Cleo reads the open times Tekion returns, offers them, creates the appointment when the owner picks one and reads back the day and time only after the booking succeeds.
03 · Hand off when a person is needed
If no time is open or a booking fails, Cleo never says an appointment is booked and never retries: it offers a callback request and creates a callback task for the service team with the details it collected. Cleo can also transfer a call to a destination the store configures.
In the same window 2 calls were logged as an updated appointment and 9 as a canceled appointment. Cleo books only the times Tekion shows as open: it cannot create capacity that is not in the schedule.
Reading the numbers
How to read these numbers.
What the outcome labels mean
Every inbound call carries one outcome label in Cleo’s call log, so the labels in the chart add up to 884. Transferred means the call was handed to a person. 153 calls (17.3%) have no outcome label in the call log, and this page does not guess what happened on them. Booked appointments and transfers are separate labels on separate calls, not parts of one another.
Department and language
696 of the 884 calls were logged to the service department, and the rest to parts, sales and other departments. 41 calls (4.6%) were logged in Spanish. The 8 bookings counted as closed are measured against the service department’s own hours.
Cleo is an independent vendor and is not affiliated with Chevrolet, Cadillac or GM. This page does not describe a Chevrolet, Cadillac or GM partnership, certification or endorsement. Chevrolet and Cadillac are trademarks of their owners. To hear how Cleo would answer your calls and book appointments, book a 30-minute demo.
FAQ
Still have questions?
What happened at Gilroy Chevrolet Cadillac?
From September 22 to October 21, 2026, Cleo answered 884 inbound calls at Gilroy Chevrolet Cadillac. 159 ended as a booked appointment, 208 were transferred to staff and 8 appointments were booked while the service department was closed. These are one dealership's results, not a promise of yours.
Does a booked appointment mean the customer came in?
What does Cleo do when a person is needed?
Is Cleo affiliated with Chevrolet, Cadillac or GM?
Contact
Hear how Cleo would answer your phones.
Book a 30-minute demo and hear how Cleo would answer your dealership’s calls and book service appointments.
