Automotive Retail · Case study
TriState Auto Sales
Omnichannel Customer Engagement Platform
CodeSquad built a connected engagement system for TriState Auto Sales that captures, routes, and follows up on every customer conversation across channels — from first chat to booked appointment.
Omnichannel engagement
Every conversation, one connected system.
- Conversation classified by intent
- Lead scored and routed
- Appointment booked
- Follow-up sent automatically
How TriState Auto Sales Unified Every Customer Conversation Into One System
TriState Auto Sales was fielding customer questions across multiple channels — website chat, social media, and phone — with no single system tying them together.
Every conversation started from scratch. Staff had to manually triage support requests, qualify leads, and figure out which channel a customer had already reached out on before responding.
There was no shared source of truth connecting conversations to the CRM, so leads could sit unrouted while staff worked from memory instead of data. Appointment booking and follow-up were handled by hand, with nothing captured well enough to reliably close the loop after a first conversation.
A connected system designed around the way the team actually works.
CodeSquad built a connected omnichannel engagement system around TriState's existing operation.
An AI chatbot handles first-touch conversations across every channel, using natural language query classification to understand what a customer actually needs — a question, a support ticket, or a sales inquiry — and routes it accordingly.
Every conversation, ticket, and lead now flows into one CRM, kept in sync automatically, with follow-up sequences and appointment booking handled by the same connected system.
What the system does.
“Outstanding work on the TriState omnichannel platform. The integration was seamless and the system performs reliably. Great communication throughout the project.”— TriState Team
TriState Auto Sales no longer relies on staff to manually triage conversations across channels. One connected system now captures every customer interaction, classifies what it needs, and routes it — to a ticket, a lead, or a booked appointment — without anything falling through the cracks.
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