Sam Craven, an automotive enthusiast turned entrepreneur, knew that when he opened his Houston-based automotive shop, Garagisti, customer service would be a key differentiator.
“While fixing the car correctly is fundamentally important, the customer experience is what makes the real difference.”
From his shop’s beginning, Sam strategically leveraged Tekmetric to elevate his customer experience, yielding remarkable results in average repair order, customer feedback and more.
Driven by Customer Service
As a marketing and business development expert with a passion for cars, Sam recognized that exceptional customer service would be the key differentiator in the industry.
He understood that trust and loyalty lie at the heart of a successful shop, and he wanted to target long-term customers by building those relationships from the beginning.
“Most people think we’re just here to fix cars, but that’s not actually the foundation of what we do,” Sam said. “While fixing the car correctly is fundamentally important, the customer experience is what makes the real difference.”
Determined to not just meet, but exceed, customer expectations, Sam set out to find a solution that would elevate Garagisti's performance in delivering a seamless and satisfying customer experience.
Selecting a Customer-Centric System
Tekmetric's digital vehicle inspections (DVIs), customer communication tools and overall streamlined process offered significant value in transforming the shop’s customer experience.
“It was the most advanced system and easiest for our customer,” Sam noted. “I love the numbers side for business management, but the biggest asset I saw was the process – the show and tell process – of the DVIs, and how we could control the entire interaction, starting from the time the customer initiates the purchase decision.”
By integrating Tekmetric into the everyday of shop life and leveraging its key features –, including DVIs and transparent communication tools, – Sam's team quickly gained their customer’s trust and confidence. Tekmetric’s versatile features proved invaluable to the experience they were creating.
“One thing that’s unique about our process: the advisor goes over the DVI on the phone with the customer,” Sam said. “They go line-by-line through the technician’s notes. The advisor makes recommendations he believes are important for the car to function safely. That’s the customer’s first interaction with Tekmetric – and it’s usually what wows people.”