Triumph Cleveland was losing after-hours opportunities across 35,000 monthly website visitors. GM Scott Janca deployed Ekho's AI Sales Agent to engage buyers 24/7 via an embedded website chat — qualifying leads, booking appointments, and answering inventory questions while the store sleeps. With a Knowledge Base trained on Triumph's promotions and brand details, the AI delivers accurate, brand-aligned responses. Scott went from limiting chat in high-demand areas to running a fully configurable AI sales team, rating both the sales and onboarding experience a perfect 10/10.
"We went from pulling chat back in high-demand areas to control response times, to deploying a system that engages, qualifies, and advances conversations automatically. The difference wasn't incremental — it's redefining how our team interacts with inbound."
About Triumph Cleveland
Triumph Cleveland is a leading Triumph dealership and one of the most established online retailers serving the Triumph rider community. Based in Cleveland, Ohio, the dealership supports riders both locally and nationwide through a multi-channel operation that includes a custom-built platform, dedicated ecommerce store, and a rapidly growing digital presence.
Scott Janca, the dealership's General Manager, is one of the sharpest and most forward-thinking operators in powersports. He's touched every part of the business — from cashier to marketing to e-commerce operations — and he's genuinely on the cutting edge of AI and technology adoption. Scott doesn't just follow industry trends; he's out ahead of them, actively exploring how AI can reshape the dealership experience from the ground up. That combination of deep operational knowledge and a real appetite for what's next made him one of the earliest dealers to go all-in on AI-powered sales.
The Challenge
Scott's core challenge was straightforward: how do you deliver the same level of service when the store isn't open?
With 35,000 monthly visitors — many of them browsing late at night, researching their next bike — Triumph Cleveland was generating significant traffic but had limited ability to engage buyers outside of business hours. With a large share of customers shopping from out of state, the challenge wasn't limited to local foot traffic. Triumph Cleveland serves riders nationwide, and seasonal demand swings meant that when interest surged, every missed lead — whether from Cleveland or California — felt like lost revenue.
Chat functionality was intentionally limited on high-demand areas of the site after it became clear the volume of inbound conversations was outpacing the team's ability to respond within a timeline that met expectations for their riders.
Scott had seen this dynamic before — in similar environments, managing inbound at scale can quickly become a full-time operation in itself, requiring a level of coordination and staffing that doesn't translate efficiently in a retail setting. Expanding headcount to match demand wasn't a sustainable solution.
The Solution — Ekho's AI Sales Agent
Scott chose Ekho's AI Sales Agent because it matches how today's buyers actually shop: browsing on their own time, comparing models, and checking availability — often late at night from their phone. Most AI BDC tools wait until a lead hits the CRM and then follow up with calls or texts — by which point the buyer has moved on. Ekho's Sales Agent flips that model. It engages buyers in the moment, right on the dealer's website, while they're actively browsing inventory and are at their highest intent.
Always-on website engagement
The Sales Agent lives on the dealer's website as an embedded chat experience — available 24/7, responding instantly with context-aware answers. When a visitor lands on a vehicle page at 11pm and has a question about pricing, inventory availability, or financing, the AI is there to answer immediately — no waiting for business hours, no submitting a form into a void. And when a conversation warrants follow-up, the agent can hand off to SMS so the buyer gets a text they can respond to on their own time.
Fully configurable
Scott shaped the AI to match Triumph Cleveland's brand and business model. He customized the greeting message, adjusted the tone, and configured the calls-to-action. Since much of his business is nationwide rather than walk-in, he switched the default CTA from "visit the store" to "schedule a sales consultation" — a change that took effect immediately.
Trained on dealer knowledge
The AI is trained on Triumph Cleveland's full inventory, pricing, fees, and available color options. It answers questions about specific models, quotes the dealership's flat fees accurately, and references marketing color names — all without Scott having to manually script responses.
Intelligent lead qualification
Every conversation is an opportunity to qualify. The AI gathers vehicle preferences, purchase timeline, budget range, trade-in details, and financing interest — then surfaces the highest-intent leads so the sales team can focus on closing rather than sorting.
Appointment booking
Qualified buyers can book a sales consultation directly through the AI, which syncs with the team's calendar in real time. The lead and the sales rep both receive confirmation, and rescheduling is handled automatically.
Knowledge Base
Scott wanted the AI to know more than just inventory — he wanted it to speak fluently about promotions and brand-specific details that buyers ask about. He flagged this early, and Ekho's team built a Knowledge Base feature in under a week in direct response. The feature lets dealers upload documents that fine-tune and inform the agent, giving the AI the context it needs to answer customer questions with the same depth an in-store team would.
Phased rollout
Given Triumph Cleveland's traffic volume, Scott opted for a phased approach. Ekho deployed the AI on a sandbox subdomain first, allowing Scott and his IT team to test and refine the experience before rolling it out across the full production site.
The Results
Triumph Cleveland went from contract signing to production deployment in under two weeks. Scott rated both the sales and onboarding experience a 10 out of 10.
- Smooth onboarding: "Excellent — smooth and well-supported. Helpful and responsive support team, fast setup and configuration, clear communication and expectations."
- No friction: "Very straightforward — no friction. Very clear — knew exactly what to expect."
- Rapid iteration: Scott actively provides feedback on conversation quality, follow-up tone, and feature requests. Ekho iterates in real time — adjusting AI behavior, rolling out fixes, and shipping new capabilities like the Knowledge Base in direct response to dealer needs.
- Active adoption: Scott treats the AI as an evolving member of his sales team, continuously refining its behavior as the dealership's needs change.
From Here
Scott is looking ahead to adopting Ekho's Transaction Engine alongside the Sales Agent — giving the AI true transactional capabilities. The vision: a buyer researching a Triumph Speed 400 at midnight can chat with the AI, get qualified, and move directly into a full online checkout flow — financing, paperwork, and all — without waiting for the store to open.
For Scott, the Sales Agent isn't just a lead tool. It's the foundation for a fully connected digital sales channel that runs 24/7.
