Old Greenwich Service Station runs on walk-in traffic. Gas and convenience, a car wash, drive-through oil changes, and state emissions testing — all first come, first served.
When Manind Gera joined as Tech Lead, overseeing tech across the Greenwich station and a second car wash in Linden, New Jersey, they were already using CallRail's Call Tracking. But roughly 1 in 4 incoming calls were still going unanswered.
Weekends were the worst. The corporate office was dark, departments were busy with walk-in customers, and there was no one to catch the calls that fell through.
The station had tried another AI call-answering system before Manind learned CallRail had built its own. He reached out.
With Voice Assist, Old Greenwich Service Station has:
- Cut its missed call rate from roughly 1 in 4 to nearly zero, recovering an estimated $700–800/day in revenue
- Reduced admin call volume from ~100 calls/day to ~10, freeing staff for their actual roles
- Recovered ~10–12 hours/week across the team from repetitive FAQ calls
- Handled multilingual callers, including Spanish-language calls and one complete interaction in Polish
The $700-a-day problem: A phone that ran the whole team
Every day, the admin assistant showed up to do her job. And every day, the phone pulled her away from it.
She was handling roughly 100 calls a day, many asking the same questions: opening hours, wait times, and whether the station takes appointments.
As Manind put it: "We get a lot of calls where they just call and say, 'Hey, what time is emissions open?' All the information is totally available on the website or you can just Google it — but some people just don't want to Google all that, and they just call."
When she couldn't answer, whoever else was available stepped in. But for a business built on walk-in traffic, every missed call competed with the customer already standing in front of them.
At $120 an oil change, that adds up fast. Manind estimated the station was losing $700 to $800 a day, and that was only the calls they knew about. Those who hung up and called someone else never showed up in the logs at all.
Routing all inbound calls through Voice Assist
Old Greenwich Service Station didn't limit Voice Assist to overflow or after-hours coverage. Every line — emissions, oil change, car wash, and gas and convenience — now goes through it first. Callers who want a person ask for one and get transferred immediately.
CallRail helped configure the call flows. Manind handled the content, training it on:
- The station's full website content
- A custom FAQ list covering the questions staff were tired of answering
- The station's live wait-time feed for emissions and oil change — Voice Assist points callers straight to it so they can check crowding before making the drive. For emissions especially, where state schedules make wait times unpredictable, it saves everyone a wasted trip.
They tested different voices, starting with "Brent," which felt too formal and stiff, before landing on "Andy." Changing the voice in CallRail took one setting. The harder part was deciding which voice felt right.
After each call, a Zapier automation, which connects their apps, analyzes the call summary* and handles the follow-up:
- Question answered → logs to a shared Google Sheet for easy team reference
- Callback needed → creates a task in Connect Team, their team communication platform, with the caller's name, number, and question — staff call back with full context, no re-explaining required
"We tested it out, it worked great, and then we did the whole rollout," Manind said. "It was awesome."
From 100 calls a day to 10
Missed calls dropped to one or two on a given day. The admin assistant who had spent her days on the phone was down to about 10 calls a day, with time left for her actual work. Across the team, Manind estimates 10 to 12 hours a week recovered from FAQ calls alone.
Voice Assist handled languages the team hadn't planned for either. One caller held an entire conversation in Polish without issue. About 20% of inbound volume comes in Spanish, which has gone through smoothly since rollout — the team already had Spanish speakers on staff, but Voice Assist covered the gaps when they were busy with customers.
It also changed how the team uses Call Tracking. Before, calls were being missed faster than anyone could review the logs. Now the picture is clear: what came in, what was resolved, what still needs a follow-up.
For the first time, the team has full visibility into their call volume without chasing it down manually.
Customers are a lot more happy. The team is a lot more happy now that they don't have to keep answering the phone every 10 minutes.
– Manind Gera, Tech Lead, Old Greenwich Service Station
Give your team back their time
Staff at Old Greenwich Service Station still take every call that needs a person. They just don't spend their whole day on the ones that don't.
Manind's advice to other businesses considering Voice Assist:
"Use AI as an assistant and not as a replacement. It's a great assistant for your business — to take over things that can be easily done by voice, like frequently asked questions. Not to use it as a complete replacement."
Voice Assist didn't change what the admin assistant does. It changed what she has time for. The phone still rings. It just doesn't run the whole team anymore.
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*Consent laws vary by jurisdiction.
