Automotive
Coastal Auto Service
+22% more service bookings
The Challenge
An independent auto service center was losing calls to dealer service departments that offered online booking and 24/7 availability.
The Solution
Launched AI receptionist with service type intake, loaner car availability, and appointment confirmation workflows.
The Results
Coastal Auto increased service bookings by 22% and captured 40+ after-hours appointments monthly.
Key Metrics
+22%
More service bookings
Monthly increase
40+/mo
After-hours appointments
Previously lost to voicemail
+34%
Loaner car utilization
Better scheduling efficiency
Customers love that they can book at 9 PM after work. We're competing with dealers now on convenience, not just price, and it shows in our numbers.
R
Ray Mitchell
Owner, Coastal Auto Service
Playbook Highlights
- Service type intake: oil change, brake work, diagnostics, state inspection
- Loaner car availability check and reservation
- Appointment confirmation with service advisor calendar sync
- Pre-appointment reminder with drop-off instructions
- Post-service follow-up for reviews and next maintenance reminder
Tech Stack
Shop-Ware (Shop Management)Google CalendarTwilio SMS
Before & After
| Metric | Before | After |
|---|---|---|
| Weekly bookings | 64 | 78 |
| After-hours booking rate | 0% | 14% |
| Customer return rate (12mo) | 52% | 67% |
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