Being too busy to answer every phone call is a great problem to have as an auto shop. But it’s still a problem because it means you’re losing business. That’s the place that Dave Kusa found himself in when he came across KUKUI. Dave is the owner of Autotrend Diagnostics, a shop in Campbell, CA that provides auto repair services. 

For Dave and his team, calls are the most important type of contact. Emails can easily get filtered so a call ensures that a customer is being taken care of and communicated with on a regular basis. On the phone Dave’s team can also gain information they would have never learned through a text or email. There’s also a higher likelihood of recovering a customer that had a bad experience if a follow-up call is made. 

Even leaving a voicemail can make a positive impact since people are more likely to listen to their messages than read every email they’re sent. The one hang-up for the Autotrend Diagnostics team was finding a manageable way to make follow-up calls consistent. 

Follow-Up is Automated and Assured With KUKUI

The solution for Dave and his team was KUKUI’s Follow-Up module. It has proven to be one of the most valuable tools for Autotrend Diagnostics. It’s helped solve the bottleneck of backlogged calls by reminding employees when calls need to be made and who needs to be called. Team members can also use the tool to look up customer information and make notes for future reference.

A perfect example of how Autotrend Diagnostics has leveraged the Follow-Up module is their “Thank You” call. The shop set up the system to send an alert to call customers within three days of getting a service. The goal is to ensure that the customer’s expectations were met and thank them for their business. It’s an important step in providing exemplary service that retains more customers and gaining valuable feedback that has helped improve the business.

Dave has even found that a timely thank you call can win back customers that weren’t happy with their experience. In doing so, Dave notes that reaching out and correcting the error strengthens the relationship with the customer. 

But all that is only possible if the follow-up calls are made. With KUKUI’s automated features all Autotrend Diagnostics had to do was set up the reminder once and then watch for the alerts.

Another essential feature for the Autotrend Diagnostics team is the Recommended Services tool. This sends an alert to Dave’s team about contacting customers with service recommendations that were made during past inspections. As soon as the service recommendation is put into Autotrend Diagnostics sales system it’s also added to KUKUI. The team will then get alerts at 30, 60 or 90 days to reach out about the recommended service. Factory service recommendations can also be added to the alert system so that customers are always in the know about how to make their vehicle run better.

Better Customer Retention and Sales from KUKUI’s Communication Tools

It’s one thing to notice the difference, it’s another to see the actual gains. Dave notes that since using KUKUI, Autotrend Diagnostics has seen an increase in customer retention and sales. This can partially be attributed to KUKUI’s advanced analytics that have helped Autotrend Diagnostics fine-tune their communication with customers. 

The KUKUI shop analytics module provides visual metrics to help users analyze the performance of their communication strategies. The system aggregates all the data, including call notes, to give clients like Autotrend Diagnostics an accurate gauge of ROI. With the KUKUI shop analytics tools it’s easy for Dave to see what is and isn’t working when a team member contacts a customer. 

After years of using the Follow-Up module, Autotrend Diagnostics still relies on the tool today to maximize the outcome of their outreach. 

See How KUKUI Could Benefit Your Automotive Business

KUKUI gives you the opportunity to explore the platform and get a firsthand look at how everything works so that you know exactly how KUKUI will support your business. Request a free, no obligation demo to learn more.