Why Sarasota Ford Replaced AI and Returned to Human-Powered Messaging
Results since the switch
Higher-quality leads & sales conversion
Fast, frictionless onboarding & support
The BDC recognized the difference of happier customers
About Sarasota Ford
Sarasota Ford is one of Florida’s most established and respected dealerships, serving the community for over 100 years and thriving under the same ownership for the last three decades. Their market-leading success is built on an unwavering commitment to a VIP, people-first customer experience.
The Challenge
Sarasota Ford made the strategic decision to trial an AI-driven chat tool as part of their new CRM system. Although the switch promised innovation and efficiency, the AI chat quickly revealed critical limitations. What was positioned as a cost-effective upgrade instead introduced friction in the customer journey, reduced lead quality and strained internal workflows, ultimately impacting both customer experience and sales performance.
Where Automation Fell Short:
- Decline in lead quality: Conversations felt transactional and generic, leading to fewer customers progressing to appointments.
- Loss of engagement: Shoppers received robotic responses that failed to build trust or move them toward a decision.
- Internal inefficiency: The BDC team lost confidence in the AI-generated leads, which were harder to convert and often required extra follow-up or clarification.
- Misalignment with dealership brand values: Sarasota Ford is known for its VIP customer experience, yet the AI tool delivered the opposite; automation over authenticity.
“It did not take long to be crystal clear that the job we were doing before (with ActivEngage) was better than the job the AI was doing.”
Steve Reuther
BDC Director, Sarasota Ford
AI wasn’t just underperforming; it was actively diminishing customer experience and slowing the sales process. Leadership quickly realized that technology without a human touch wasn’t an advancement; it was a setback.
Our Solution
Sarasota Ford quickly recognized that automation alone couldn’t deliver the level of connection, responsiveness, or conversion their customers expect. To restore the high-touch experience their brand is built on, they intentionally returned to ActivEngage, the human-powered messaging partner they had trusted for years.
Coming back to ActivEngage meant returning to a platform designed around the dealership’s core belief: real customers deserve real conversations. Every shopper inquiry, whether sales or service, is met instantly by a trained automotive expert who can build rapport, gather intent, and confidently guide the customer toward a VIP appointment.
What Returning to ActivEngage Delivered
- Authentic 24/7 human engagement with no bots, no generic responses, no missed intent.
- Faster, friction-free handoff to Sarasota Ford’s BDC for real appointment momentum.
- Restored customer trust and enthusiasm during the first digital touchpoint.
- A partner aligned with their philosophy, not just their tech stack.
- Proactive account support with direct, personal (first-name basis) communication and rapid changes when needed.
“After trialing the CRM’s AI chat tool, it became clear it wasn’t the right fit. We didn’t even entertain another vendor. We knew what we wanted — we came back.”
Steve Reuther
BDC Director, Sarasota Ford
Transitioning back was seamless. The ActivEngage team immediately restored chat coverage, re-established system integrations, and collaborated with Sarasota Ford’s BDC to ensure a unified workflow that elevated both the customer experience and team efficiency.
With ActivEngage back in place, Sarasota Ford returned to the high-performing engagement model that accelerates shopper intent, protects their VIP brand promise, and frees their team to focus on what they do best: turning conversations into appointments and appointments into loyal customers.
The Results
Returning to ActivEngage, rebuilt Sarasota Ford’s digital engagement engine, delivering the responsiveness, trust, and sales momentum that only real human conversations can create. The shift back wasn’t just corrective; it accelerated the dealership’s performance and reinforced its commitment to customer experience excellence.
Business Outcomes
Higher-quality lead flow
More appointment momentum
Flexible support aligned to dealership workflow
“The product we receive gives us a higher probability of a sale. It just does.”
Operational Wins
Always live, always reliable
Responsive, solution-driven support
“We can reach our account manager almost immediately, and every request gets solved fast.”
Customer Experience Impact
Human-to-human connection
Stronger trust from first contact
“It’s human to human, and the experience is just better.”
Strategic Advantage
Future-ready engagement approach
Partner committed to innovation
“What we got 10 years ago and what we get today — both are at the forefront.”
Bottom line: Sarasota Ford didn’t just return to ActivEngage; they restored a revenue-driving, brand-defining part of their customers’ journey. Real humans create trust, and trust drives sales.
