Richardson says you can see how many of your customers came in through direct mail, Adwords, organic searches, Yelp, etc. That information allows him to see the origin of his leads.
A feature that Richardson particularly likes is that Kukui tracks all of the phone calls at South Street Auto Care. Richardson makes a habit of going through the phone calls of customers that didn’t come in and trying to identify something that may have been missed the first time that might have brought them in.
“For example, we listened to a phone call with a woman that mentioned that she had a couple of kids,” Richardson says. “It wasn’t caught the first time, but when we listened back we recognized this as an obstacle for her bringing her car in. We called her back and offered a loaner car to her.”
Richardson estimates that he’s picked up thousands of dollars by listening back to phone calls.
The shop also tracks lead conversion and offers its service advisors bonuses if they meet their goals. A few months ago, all of his service advisors got a $150 bonus for hitting their goals. This was all tracked through Kukui’s analytics.