Engagement Intelligence for Automotive
We are the expertise and technology engine behind the OEMs, technology companies, trainers, and consultants who serve automotive dealers. Heartbeat Labs doesn’t make the services dealers buy — we make them better.
Our Footprint
Two-ish people, six apps, and a footprint that keeps surprising people who ask how many of us there are.
Big groups. Single rooftops. Training, measurement, mystery shops, phone, process, AI — we’ve helped shape how thousands of stores engage.
OEMs, technology companies, trainers, and agencies use engagement intelligence technology built by Heartbeat Labs.
We didn’t come at this from the outside. We’ve spent decades in the work, on the phones, inside the process, and building what comes next.
Penske. Asbury. Record-setting Subaru participation. Even Lamborghini.
Holly gets the “what should we teach next?” calls. Mike gets the “can you build this?” calls. Heartbeat Labs is behind more of the industry than our size suggests — and if you’re trying to improve engagement, training, or technology, this is probably your sign to call.
What We Build
Every one of them answers the same question Mike has been chasing for 26 years: What really happens when a customer reaches out?
The Leading Mystery Shopping App
Build a shopper persona in seconds instead of 20 minutes by hand. Shops come back in under two minutes — calls, voicemails, emails, chats, and texts — with screen captures, video, and recordings graded 100% by AI, then routed to coaches and store management. Net Promoter Score of 71.
Call Analytics
Nearly 30% of qualified opportunities are missed, mishandled, or never properly followed up on. AI-based call monitoring closes that gap — compliance, coaching, and customer care scored on every conversation, not sampled after the fact.
The #1 Phone Engagement Platform
Restore trust and lift engagement rates by turning your legacy phone numbers into a branded channel — customized call display, SPAM mitigation, and seamless text messaging. No setup, no integrations. We handle the technical details while you build stronger customer relationships.
BDC Activity Manager
Every customer-facing activity by receptionists and BDC agents recorded and logged — time spent, customer experience measured, outcome or resolution noted. The most valuable BDC data in the industry, and something no CRM measures.
DISC Built Exclusively for Auto Dealers · Employee Satisfaction Survey
Dominance, Influence, Steadiness, Conscientiousness — applied to the dealership floor. Leaders adapt their approach, teams align, and customer interactions get more natural. Employee satisfaction surveys uncover what your people actually need, so culture stops being a guess.
Try DISC for free →Create NextGen CX with AI
We help organizations bring AI to life in customer experience — driving innovation from strategy to execution. We facilitate AI adoption inside real workflows, support employee enablement, and make sure your teams are confident and equipped to deliver exceptional, AI-powered CX.
From vision to impact, we’re your partner in all things AI for CX.
Proprietary Ecosystem
Tools that cannot be licensed anywhere else. This is proprietary engagement infrastructure — simulation, signal, and applied AI — built here, and deployed by our partners under their own name. Everything writes to the same place, which is the whole trick: shared data creates better intelligence.
Shared Data
Engagement Intelligence
One record of the customer experience. Every tool makes the next one smarter.
Our Clients
The brands dealers rely on are built on our engagement intelligence.
Nissan
Proof It Works
AI, tested like a customer
We shopped the major conversational-AI platforms side by side, the way a real buyer reaches out. The AI was quick. Answering the actual question was another story. The biggest surprise: which AI a store used mattered far less than how the store set it up. Stores on the same platform were five times further apart than the platforms were from each other.
Head to head
We shop a dealer and the store down the street at the same time, then put them side by side. Nearly everyone answered the customer’s question on the phone. Only about a quarter did it in their first written reply, which is where most shoppers start. Our training partners now offer it as a free head-to-head shop, because nothing gets a dealer’s attention like losing to the competitor.
Record-setting participation
Mystery shop programs usually die the same way: dealers treat them like homework, and the reports end up in a folder nobody opens. Subaru’s went the other way. Shops came back graded before the store forgot the call, and the report went straight to the coach and the store manager. Participation hit a record.
About Us
This is the whole org chart. Mike gets the “can you build this?” calls. Holly gets the “what should we teach next?” calls. Somehow it works.
SPARKPLUG · Customer Experience
The person behind change acceleration.
Customer experience strategist whose work earned national attention on ABC’s Nightline. More than a decade advising dealerships and OEM programs for Subaru, Nissan, Acura, Honda, and GM.
Created the industry’s first dealership- and BDC-specific DISC assessment.
Walks into a store, reads the room in four minutes, and leaves with a training plan. Gets the “what should we teach next?” calls for a reason.
Nerd · Engagement Intelligence
Twenty-six years building dealer product for car buyers and owners.
More than 20 years helping dealers and OEMs measure the customer experience. Created the original CallRevu platform and built FordDirect’s mystery shop program.
One question drives the work: what really happens when a customer reaches out?
Up at zero dark thirty every day, building the thing you asked about yesterday. Gets the “can you build this?” calls for a reason.
How We Work
The membership requirements, if you want to think of it that way.
If you make your bed every morning, you will have accomplished the first task of the day.
— Admiral McRaven
We build it, you ship it under your name. Being the best-kept secret in your stack suits us fine.
Every store has a long list. We find the few things that actually move the number and politely ignore the rest.
A report sitting in a folder is just an expensive paperweight. Everything we build goes to the person who can act on it, while it still matters.
No account managers, no ticket queue, no “let me loop in the team.” You get the people who built the thing. There isn’t anyone else.
Training that inspires on Tuesday and is gone by Thursday doesn’t count. We tie coaching to the actual event, so the next one is better.
Last Chance
You probably have an engagement problem, an idea, or both. All three are good reasons to call. Tell us who you serve and where engagement is breaking, and we’ll show you what our intelligence can do behind your brand.
Small club. Odd hours. Excellent results.
