Case study · Hyundai dealership
How Hyundai of El Paso answers its service line with Cleo.
From September 22 to October 21, 2026, Cleo answered 1,028 inbound calls at Hyundai of El Paso. 271 ended as a booked appointment and 399 were handed to staff. Cleo is an independent vendor, not affiliated with Hyundai.
Hyundai of El Paso · results
1,028 calls answered. 271 ended as a booked appointment.
1,028
Calls answered, Sept 22 to Oct 21, 2026
271
Calls that ended as a booked appointment, same 30 days
23
Booked while the service department was closed, same 30 days
Where Hyundai of El Paso’s 1,028 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 staff39938.8%
- Booked an appointment27126.4%
- Took a message for the team11311.0%
- No outcome label10610.3%
- Answered a question494.8%
- Checked a status484.7%
- Updated an appointment313.0%
- Canceled an appointment101.0%
- Ordered parts10.1%
271 calls ended as a booked appointment, from 261 unique callers, and 23 of those appointments were booked while the service department was closed. Cleo also handled about 65 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. These are one dealership’s results, not a promise of yours.
Source: Hyundai of El Paso, Cleo call log, inbound calls, September 22 to October 21, 2026 (Mountain time), excluding test, archived and deleted calls. Closed means outside the service department’s hours set in Cleo.
How Cleo works at Hyundai of El Paso
Answer, book into Xtime, or hand off to a person.
01 · Answer and collect the details
Cleo answers the call and asks one question at a time: name, callback number, vehicle, mileage, the service needed and when the owner wants to come in. If a customer record is found for the caller’s number, Cleo confirms the name on file instead of asking cold, and mentions an upcoming appointment before booking a new one.
02 · Book it into Xtime
Hyundai of El Paso’s scheduler is Xtime. Cleo reads the open times Xtime 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 31 calls were logged as an updated appointment and 10 as a canceled appointment. Cleo books only the times Xtime 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 1,028. Transferred means the call was handed to a person, and it is the largest label here. 106 calls carry no outcome label. Booked appointments and transfers are separate labels on separate calls, not parts of one another.
Department, language and closed hours
920 of the 1,028 calls were logged to the service department, and 271 of the 271 booked appointments were for service. 84 calls were logged in Spanish. The 23 bookings counted as closed are measured against the service department’s own hours.
Cleo is an independent vendor and is not affiliated with Hyundai. This page does not describe a Hyundai partnership, certification or endorsement. Hyundai is a trademark of its owner. To hear how Cleo would answer your service calls and book appointments, book a 30-minute demo.
FAQ
Still have questions?
What happened at Hyundai of El Paso?
From September 22 to October 21, 2026, Cleo answered 1,028 inbound calls at Hyundai of El Paso. 271 ended as a booked appointment, 399 were transferred to staff and 23 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 Hyundai?
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