How Motorama Kia Moorooka is breaking records with the help of Podium

The challenge

In a competitive automotive industry, standing out isn’t easy. Motorama Kia Moorooka’s mission to stand out and provide a “can-do, cool guest experience every day, every time” starts and ends with their customers. They engaged Podium to, as Joel says, “drive efficiency, improve customer service and create customers for life”.

Podium’s role

Joel and the team onboarded Podium Webchat to provide a more responsive, accessible and human customer service. Long and inconvenient negotiations via phone, email and in-person appointments are the norm in the automotive industry. Not at Motorama Kia Moorooka, though. 

Their customers can use Podium Webchat to book services, make enquiries and even sell their used cars. Response time is less than one minute during business hours, while automated replies cater to out-of-hours inquiries. “Podium is helping us be part of the customer’s journey more efficiently and effectively. We’re exceeding their expectations and we see that regularly in their online feedback.”

The results

Through Podium and the convenience it provides for Motorama Kia Moorooka’s customers, the business has:

• Collected 1000+ reviews, increasing its average rating from 4.41 to 4.77.
• Generated almost 1,400 leads through Webchat, and engaged in almost 3,000 text conversations.
• Reduced its response time to less than one minute during business hours.

While its overarching goal was providing an unrivalled customer experience, Motorama Kia Moorooka also had its eyes on a prestigious prize. The dealership recently broke the Kia Australia record for the most cars sold in a year, with 1,599 vehicles in 2021, with Podium playing a role in the result. “The Kia Platinum Prestige award is only awarded to the top 1% of global dealerships – Podium is a driving force behind our pursuit of that”, Joel explains.

Today, the dealership boasts the Number 1 and Number 2 salespeople in Australia – first and second on the Podium.