Mike Defino knows that taking care of customers is what made his auto shop successful. His entire team at Fox Run Auto takes a customer first approach, and customer relationship management (CRM) is a top priority. When Fox Run Auto began using KUKUI their goal was to revolutionize the way they stayed in contact with customers. It was a decision that proved to be profitable.

FOX RUN AUTO

Maintaining Personal Contact with Thousands of Customers

Over the years, thousands of customers have been added to Mike’s active contact list. With each new contact, personal communication became harder to manage. However, contact with customers wasn’t something Mike was going to shortchange or let fall behind. In fact, his goal was to continue wowing clients with even better CRM.

The solution for Fox Run Auto was Text Connect from KUKUI. It gave the auto shop another way to stay in contact that was extremely efficient to manage. And as Mike quickly found, many customers prefer text communication. Numerous reports have noted that Millennials in particular prefer text communication over phone and email. Many Gen Zers are now old enough to drive, and they are even more comfortable communicating solely by text.

Fox Run Auto discovered text wasn’t just another means of communicating with customers. It has also been an effective part of the shop’s marketing efforts that encourages repeat business even when customers are less inclined to come in the shop.

Leveraging Text Connect During COVID

As the COVID pandemic took hold it became clear that it wouldn’t be business as usual at Fox Run Auto. With people driving less and staying in more, the team needed to adjust how they communicated with customers and what they offered.

Text Connect was a key part of the strategy that got Fox Run Auto through the pandemic. They created a text marketing campaign that offered deals on car detailing and disinfecting services. Mike says they saw an increase in business that can be directly contributed to their texting efforts.

Not only has KUKUI’s texting tools brought in more business, but it's also lowered marketing costs. Mike says compared to the post cards they were using, the text campaigns he can run through KUKUI are much more cost effective. One other advantage is that the texts are much more targeted. The message is delivered right to the customer in their hand. It’s almost guaranteed to get seen unlike other forms of marketing that the Fox Run Auto team has tried in the past.

Simple Features and Over-the-Top Customer Service Make Texting Campaigns Easy

KUKUI doesn’t just provide access to a comprehensive platform. Accounts also come with personal assistance aimed at helping clients fully leverage the tools. Mike appreciates that the tools are intuitive to use even if a person isn’t very techie.

And though he has a firm grasp on using the platform, Mike says he enjoys the monthly coaching calls with Ronnie, his dedicated KUKUI rep. They go over the key objectives and activity to make sure Mike is getting the full benefit of the system. “I didn’t expect this platform to be as easy as it is,” Mike said, “But with a little help and a solid crew it’s been very successful for us.”

See What Else KUKUI Can Do for Your Auto Shop

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