Case study · Nissan dealership
How State Line Nissan answers its service line with Cleo.
From September 22 to October 21, 2026, Cleo answered 1,720 inbound calls at State Line Nissan in Kansas City, Missouri. 415 ended as a booked appointment and 789 were handed to staff. Cleo is an independent vendor, not affiliated with Nissan.
State Line Nissan · Kansas City, Missouri
1,720 calls answered. 415 ended as a booked appointment.
1,720
Calls answered, Sept 22 to Oct 21, 2026
415
Calls that ended as a booked appointment, same 30 days
18
Booked while the service department was closed, same 30 days
Where State Line Nissan’s 1,720 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 staff78945.9%
- Booked an appointment41524.1%
- Took a message for the team1589.2%
- No outcome label1458.4%
- Answered a question1086.3%
- Updated an appointment573.3%
- Checked a status321.9%
- Canceled an appointment130.8%
- Ordered parts30.2%
415 calls ended as a booked appointment, from 398 unique callers, and 18 of those appointments were booked while the service department was closed. Cleo also handled about 99 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: State Line Nissan, Cleo call log, inbound calls, September 22 to October 21, 2026 (Central time), excluding test, archived and deleted calls. Closed means outside the service department’s hours set in Cleo.
How Cleo works at State Line Nissan
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
State Line Nissan’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 57 calls were logged as an updated appointment and 13 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 1,720. Transferred means the call was handed to a person. 145 calls carry no outcome label. Booked appointments and transfers are separate labels on separate calls, not parts of one another.
Hours, department and language
1,652 of the 1,720 calls were logged to the service department. 34 calls (2.0%) came in while no department at the store was open, so 98% arrived while at least one was. 5 calls were logged in Spanish. The 18 bookings counted as closed are measured against the service department’s own hours.
Cleo is an independent vendor and is not affiliated with Nissan. This page does not describe a Nissan partnership, certification or endorsement. Nissan 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 State Line Nissan?
From September 22 to October 21, 2026, Cleo answered 1,720 inbound calls at State Line Nissan. 415 ended as a booked appointment, 789 were transferred to staff and 18 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 Nissan?
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