Used Car Dealer Store Visit Appointment Leveling Project

Major used car dealer chains experienced significant fluctuations in customer traffic depending on the area and season. During peak periods, store staff resources were stretched thin, while utilization rates dropped during off-peak periods.
Especially during campaign periods like fiscal year-end or year-end, store visit reservations concentrated, leading to insufficient customer service time and decreased customer satisfaction.
Furthermore, appointment slot management was personalized at each store, resulting in lost opportunities and wasted advertising costs.

We built a dashboard that visualizes reservation slots and booking progress in real time for each store.
By analyzing each store's capacity and current reservation status, we implemented a distribution design that avoids concentration at busy locations.
During campaign periods, we switched from automated to manual bidding and introduced a system that adjusts ad distribution volume according to each store's available capacity.
Furthermore, we developed a proprietary "Reservation Fulfillment Deviation Metric" to measure reservation leveling, enabling continuous improvement.

Our proprietary "Reservation Fulfillment Deviation Index" quantifies reservation overbooking and underbooking by location.
Previously, overbooking and underbooking rates averaged 50% relative to reservation slots. Through leveling, we improved this to an average of 15%, achieving 70% optimization.
This maintains stable service quality even during peak periods, increasing service time per customer by 30% and improving conversion rates.
Efficient ad delivery reduces wasted advertising costs, improving ROAS by 1.5 times.