Case study · Kia dealership
How Winn Kia answers its service line with Cleo.
From September 21 to October 20, 2026, Cleo answered 714 inbound calls at Winn Kia. 182 ended as a booked appointment and 140 were handed to staff. Cleo is an independent vendor, not affiliated with Kia.
Winn Kia · results
714 calls answered. 182 ended as a booked appointment.
714
Calls answered, Sept 21 to Oct 20, 2026
182
Calls that ended as a booked appointment, same 30 days
20
Booked while the service department was closed, same 30 days
Where Winn Kia’s 714 calls went
September 21 to October 20, 2026. Each call carries one outcome label in Cleo’s call log, so the rows add up to the total.
- Booked an appointment18225.5%
- Transferred to staff14019.6%
- Took a message for the team13118.3%
- No outcome label10514.7%
- Checked a status567.8%
- Answered a question486.7%
- Updated an appointment334.6%
- Canceled an appointment162.2%
- Ordered parts30.4%
182 calls ended as a booked appointment, from 172 unique callers, and 20 of those appointments were booked while the service department was closed. Cleo also handled about 37 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: Winn Kia, Cleo call log, inbound calls, September 21 to October 20, 2026 (Pacific time), excluding test, archived and deleted calls. Closed means outside the service department’s hours set in Cleo.
How Cleo works at Winn Kia
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
Winn Kia’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 33 calls were logged as an updated appointment and 16 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 714. Transferred means the call was handed to a person. 105 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
548 of the 714 calls were logged to the service department, and 181 of the 182 booked appointments were for service. 7 calls were logged in Spanish. The 20 bookings counted as closed are measured against the service department’s own hours.
Cleo is an independent vendor and is not affiliated with Kia. This page does not describe a Kia partnership, certification or endorsement. Kia 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 Winn Kia?
From September 21 to October 20, 2026, Cleo answered 714 inbound calls at Winn Kia. 182 ended as a booked appointment, 140 were transferred to staff and 20 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 Kia?
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