From 10% to 33%:
How Courtenay Mazda Tripled
Reply Rates by Segmenting Outreach
Courtenay Mazda stopped sending the same message to everyone — and DealerAI Reach turned their existing CRM into a precision outreach engine.
Same message, everyone. Reply rates going nowhere.
Courtenay Mazda was already doing outbound follow-up, but much of the outreach used a one-size-fits-all approach. Because completely different customer groups were receiving the exact same messaging, response rates were stagnating.
The dealership needed a smarter way to segment their audiences and launch focused campaigns — without losing internal control over how their outreach was handled.
Every customer group — new leads, cold prospects, past buyers — received the same outreach regardless of context.
Broad blasts were generating only ~10% reply rates — leaving the majority of the contacted database silent.
Any new segmentation approach had to keep the team in command of how and when outreach was sent.
Broad blasts out. Precision targeting in.
Partnering with DealerAI, Courtenay Mazda shifted from broad blasts to precision targeting. Using DealerAI Reach, the team built highly tailored outreach sequences designed for specific customer segments.
Instead of sending identical texts to the entire database, each group received personalized follow-up based on key factors like vehicle interest, promotion fit, and previous engagement levels.
Sequences tailored to the specific model or category a customer had shown interest in.
Campaigns matched to customers most likely to respond to a specific offer or incentive.
Re-engagement cadence adjusted based on how recently and how actively a contact had interacted.
The numbers over 90 days.
The results showed a clear difference between broad outreach and more targeted campaign strategies. The key improvement was not sending more messages — it was sending more relevant messages to the right customer groups.
The improvement came from better targeting.
General outreach campaigns generated a 10% reply rate. With more tailored outreach sequences, targeted campaigns reached up to 33%+ reply rates.
The key improvement was not sending more messages. It was sending more relevant messages to the right customer groups.
“DealerAI unlocked the full potential of our CRM by shifting us from generic outreach to targeted campaigns. We more than tripled our reply rates, from around 10% to over 30%, and generated significantly more customer conversations. It's not about sending more messages; it's about sending the right message to the right customer, and DealerAI makes that possible.
Courtenay Mazda serves customers in Courtenay, British Columbia, Canada and the surrounding area with a full lineup of new and pre-owned Mazda vehicles, along with financing and service support.
Ready to triple your reply rates like Courtenay Mazda?
See how DealerAI Reach can help your dealership send the right message to the right customer — and turn your existing CRM into a revenue engine.