From Missed Calls to Full Bays: How Sunrise Toyota Scaled with Offshore VAs

The Challenge: More Service Demand, Not Enough Capacity

Toyota Sunrise’s service team was stretched thin, juggling daily calls and appointment requests without enough staff to keep up.

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• Inbound and outbound calls went unanswered, leading to missed service opportunities.
• Every missed call meant an empty service bay and lost revenue.
• Without additional support, appointment scheduling slowed and customer experience plateaued.
• Hiring locally would have added $8K–$10K/month in payroll, an unsustainable cost for the dealership.

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The Solution: Offshore Dealership VAs from Hire Overseas

Instead of over-hiring locally, Toyota Sunrise turned to Hire Overseas to expand its VA customer service team. The dealership kept its management and strategy in-house, while offshoring day-to-day execution to experienced remote staff.

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Key solution components included:

• U.S.-aligned hours for seamless scheduling with customers
• Strong English communication skills to maintain professionalism
• Fast integration into existing workflows and dealership systems

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Building the Offshore Team

Toyota Sunrise began by hiring two offshore VAs to cover critical roles:

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• BDC Service Receptionist – Took inbound calls, answered customer inquiries, and booked service appointments.
• BDC Outbound Service Appointment Rep – Reached out proactively to schedule and confirm visits.
  
  

When the model proved effective, the dealership scaled to five dedicated Customer Service/Dealership VAs, all fully integrated into the BDC. This expanded team managed inbound and outbound calls, scheduled across multiple locations, reduced no-shows through follow-ups, and kept service bays consistently full.

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Cost & Structure

• 5 x Customer Service/Dealership VAs
• $13K/month total
• Equivalent local cost: $25K–$30K/month+
• 50%+ savings while expanding call-handling capacity
  
  

By scaling gradually, Toyota Sunrise gained the manpower to handle rising call volume, boost appointment rates, and save thousands monthly — all without overextending its payroll.

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The Results: More Appointments, Lower Costs

• Within 1–2 months, Sunrise Toyota Service saw measurable improvements:
• More service appointments booked thanks to inbound and outbound support
• Reduced cost structure — $13K/month instead of $25K–$30K locally
• Better efficiency — management freed up time to focus on sales and operations instead of missed calls

By combining local expertise with offshore execution, Toyota Sunrise was able to fill service bays consistently while spending less.

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Scaling Insights for Automotive Leaders

• Running a business has its highs and lows – Every dealership faces challenges, but the key is to adapt quickly and find solutions.
• Scale smart, not fast – Start with one or two offshore roles before expanding.
• Respect fuels performance – Offshore VAs integrate best when treated as core team members.
• Focus on strategy – Keep leadership in-house, outsource execution to save time and costs.
• U.S. hours matter – Alignment ensures offshore staff feel like part of the dealership team.

Toyota Sunrise had steady service demand but lacked consistent execution — answering calls, following up, and filling service bays. By hiring vetted Customer Service/Dealership VAs through Hire Overseas, they gained the manpower and efficiency to turn demand into booked appointments and repeat business.

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Service Demand Is Calling — Are You Ready?

Want to boost service appointments without ballooning payroll? Hire Overseas helps Toyota dealerships and automotive groups build offshore customer service teams that deliver results at a fraction of the cost.

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