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In the powersports world, speed matters—but availability matters even more.
At Karl Malone Powersports, one of Utah’s premier dealership groups, the service department was running into a problem that will sound familiar to any high-volume shop: too many customer calls, not enough time to answer them.
Between managing technicians, helping customers in-store, and keeping operations moving, service advisors weren’t sitting at their desks waiting for the phone to ring—they were in constant motion.
And that meant missed calls, delayed responses, and frustrated customers.
The Challenge: When Great Teams Can’t Keep Up with Call Volume
For the Karl Malone Powersports team, the issue wasn’t effort—it was capacity.
Service leaders described their day as “running around in circles,” balancing customer needs, technician communication, and operational demands. Even highly capable team members simply couldn’t answer every incoming call or respond immediately to every request.
That created friction in key moments:
- Customers calling to schedule service couldn’t always get through
- Routine questions pulled staff away from higher-priority work
- Urgent requests were mixed in with simple, repetitive inquiries
The result? Missed opportunities and unnecessary strain on an already busy team.
The Solution: Let AI Handle the Front Line
Instead of trying to hire their way out of the problem, Karl Malone Powersports turned to Kenect’s Service AI to extend their team’s capacity instantly.
With AI acting as a first point of contact, the dealership was able to ensure that every customer call was answered—immediately.
Here’s how it changed their workflow:
AI Handles Routine Requests
Simple, high-volume interactions—like scheduling service appointments or answering basic questions—are now handled automatically. Customers no longer need to wait on hold or call back multiple times.
Smart Call Routing for Complex Needs
When a situation requires human attention, AI seamlessly transfers the call to the right team member. Urgent or complex issues still get the personal touch they need.
Always-On Availability
Even when the service team is busy helping customers in-store, AI ensures that no inbound opportunity is missed.
As one team member put it, the goal is clear:
“Let AI handle the scheduling and the simple stuff, so we can focus on what really needs us.”
The Impact: More Coverage, Less Chaos
By implementing AI, Karl Malone Powersports didn’t just improve communication—they fundamentally changed how their service department operates.
- Fewer missed calls and faster response times
- Reduced pressure on service advisors, allowing them to focus on high-value work
- Better customer experience, with immediate answers instead of voicemail
And perhaps most importantly, they created a system that scales with their business—without adding more overhead.
Where Texting Still Plays a Role
While AI powers their inbound call handling, Karl Malone Powersports also uses Kenect’s texting capabilities to support communication when it makes sense—like quick follow-ups or simple updates.
But the real transformation came from ensuring every customer interaction starts with an immediate response, powered by AI.
The Bigger Vision: AI as a Service Department Multiplier
Looking ahead, the team sees even more potential.
There’s a growing belief that AI won’t just support service advisors—it will augment or even handle entire portions of the customer journey, from initial inquiry to completed appointment.
In their words, the future could look like:
AI helping take customers from start to finish—while the team focuses on the moments that matter most.
The Bottom Line
Karl Malone Powersports didn’t just adopt a new communication tool—they solved a capacity problem.
By using Service AI to handle inbound demand, they’ve created a faster, more responsive, and more scalable customer experience—without overwhelming their team.
Because in today’s world, it’s not just about how well you communicate.
It’s about whether you’re available when your customers need you most.
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