Nestled in the heart of downtown, CarFix* Garage has always been known for its exceptional car repair and maintenance services. However, like many small businesses, it faced challenges in effectively engaging with its customers and maintaining a steady stream of new clients. This all changed when it discovered APIShift’s SBM Gateway combined with SwiftSurvey. I sat down with Lisa Thompson*, the owner of CarFix Garage, to learn how these tools revolutionised its customer engagement strategy and transformed its business.
APIShift: Lisa, what were some of the main challenges CarFix Garage faced before adopting SBM Gateway and SwiftSurvey?
Lisa Thompson: Our biggest challenge was staying connected with our customers in a meaningful way. Traditional marketing methods like radio and print ads were costly and didn’t always reach our target audience. We tried social media advertising, which was more affordable, but it wasn’t very effective in attracting local customers. Additionally, our customer feedback methods were outdated and inefficient. We needed a way to engage with our customers that was both personal and impactful.
APIShift: How did you come across APIShift, and what made you decide to adopt SBM Gateway and SwiftSurvey?
Lisa Thompson: We were introduced to APIShift by a fellow business owner who had seen great results using their services. The promise of easy integration with our existing CRM and job queuing system was a big selling point for us. When we learned about the potential of SBM Gateway and SwiftSurvey to automate and personalise our communication, we knew we had to give it a try. The plan APIShift offered was comprehensive and addressed all our pain points.
APIShift: Can you describe how you implemented these tools and the different types of surveys and messaging use cases you’ve adopted?
Lisa Thompson: Absolutely! Implementing SBM Gateway and SwiftSurvey was incredibly straightforward. We started with automated service reminders and pick-up notifications, which integrated seamlessly with our job queuing system and CRM. This ensured our customers never missed a service appointment or forgot to pick up their vehicles.
We rolled out four main types of surveys: an Annual NPS score survey after each car service, a website user experience survey, an employee engagement survey, and a pricing survey. These surveys are sent out automatically at specified intervals, allowing us to gather valuable feedback without any manual effort.
Additionally, we implemented a monthly promotional offer for existing customers. These SMS promotions encourage them to forward a discount coupon to friends, helping us expand our customer base through personal introductions. This method has proven much more effective than traditional or social media advertising.
APIShift: What benefits have you seen since implementing SBM Gateway and SwiftSurvey?
Lisa Thompson: The benefits have been tremendous. Our customer engagement has skyrocketed. The service reminders and pick-up notifications have drastically reduced no-shows and late pickups, which keeps our workflow smooth. The annual NPS score survey helps us monitor customer satisfaction and make necessary improvements. The website user experience survey has provided insights into how we can enhance our online presence. The employee engagement survey has improved staff morale and productivity, and the pricing survey ensures our rates remain competitive.
The monthly promotions have been a game-changer. Because our existing customers forward the discounts to friends, we’ve seen a significant increase in new business through personal recommendations. This approach has been far more cost-effective and impactful than any other marketing strategy we’ve tried.
APIShift: How did you handle the initial setup and integration with your existing systems?
Lisa Thompson: The setup was surprisingly simple. APIShift provided excellent support and seamless integration with our CRM and job queuing system. We were able to get everything up and running without any major issues. The user-friendly interface made it easy for our team to manage the new tools and monitor their effectiveness.
APIShift: Looking back, how would you describe the overall impact of adopting these SMS communication tools on CarFix Garage?
Lisa Thompson: The impact has been transformative. Our customer satisfaction rates are higher than ever, and we now have a long waiting list of eager customers eager to use our services. The streamlined communication has made our operations more efficient, and the survey feedback has allowed us to improve continually. We’re not just a car repair shop anymore; we’re a top-rated service and repair specialist with a reputation for excellent customer service.
APIShift: Do you have any advice for other small businesses considering a similar approach?
Lisa Thompson: I’d say don’t hesitate. The initial investment in time and resources to set up these tools is minimal compared to the benefits you’ll reap. Personalised SMS communication has proven to be a powerful way to connect with customers and grow our business. Embrace technology and let it work for you—you won’t regret it.
APIShift: Thank you, Lisa, for sharing your experience. It is inspiring to see how CarFix Garage has leveraged technology to enhance customer engagement and achieve such impressive results.
Through the strategic adoption of SBM Gateway and SwiftSurvey, CarFix Garage exemplifies how small businesses can harness the power of personalised SMS communication to drive customer satisfaction, operational efficiency, and business growth.
*The names of individuals and businesses in this article have been fictionalised to protect privacy. Any resemblance to real persons or businesses is purely coincidental. The scenarios described are based on real-life experiences and are intended to provide the reader with a sense of practical application and potential benefits of the tools described.
This interview explores a hypothetical scenario based on real-world experiences to illustrate the transformation that a popular car repair and maintenance workshop could experience by adopting APIShift’s SBM Gateway and SwiftSurvey. Although we do not have a customer-approved interview, the benefits and improvements outlined are derived from results in similar implementations across various businesses. The interview below represents what we find in post-implementation reviews. By integrating SMS communication into their existing operations, workshops like this can significantly improve customer engagement, satisfaction, and operational efficiency.
