Client:

Convoy Auto Repair

Industry:

Automotive Repair

Location:

San Diego, California

Challenge:

As a large 14-bay facility in one of San Diego's most competitive auto repair hubs, Convoy Auto Repair was missing significant opportunities from after-hours calls and struggling to keep up with phone traffic during peak daytime hours, even with three service advisors.

Solution:

PrimeSync's 24/7 AI Voice Agent to capture every lead and streamline customer communication.

Initial Results

ALL CALLS (work hours + afterhours)

297
Total
Call
278
Total
Minutes
26
Appointments Booked

AFTER HOURS: (17:30+weekends)

191
Total
Call
198
Total
Minutes
20
Appointments
Booked

Results:

  • Consistently books numerous appointments overnight, with as many as eight new appointments waiting by morning.
  • Received a direct positive customer review specifically praising the AI agent's efficiency.
  • Successfully bridged a staffing gap, allowing the front counter to run smoothly with two people instead of three.
  • Improved service advisor efficiency by providing detailed call transcripts for more informed and prepared customer callbacks.

Introduction

Since 1976, Convoy Auto Repair has been a pillar of the San Diego community. Under the leadership of owner David Ely since 1990, it has grown into a 14-bay powerhouse built on a foundation of transparency and integrity. Operating in an area saturated with dealerships and independent shops, David has always embraced a forward-thinking philosophy to stay ahead. Recognizing that the 8-to-5 workday limited his customers' ability to connect, he sought a technology partner that could serve his clients 24/7 and enhance the personal touch his business is known for.

Q&A with David Ely

Owner of Convoy Auto Repair

Q: What were the main communication challenges you faced before implementing PrimeSync?

A: We get a lot of after-hours phone calls. The majority of the world works 8 to 5, just like us, and the need for them to connect with a repair shop a lot of times does come after hours. Then during the day, we get busy. There are three of us here, but at certain peak times, we can't keep up with the phone. Before PrimeSync, those calls went to a generic voicemail, and now there's real interaction that can happen.

Q: How has PrimeSync specifically helped with those challenges?

A: It's worked out phenomenally well in the evenings. I can sit at home and log on at 9:00 at night and see between 5:30 and 9:00, four, five, six appointments made. By morning—sometimes, like this morning, I think we had eight appointments made throughout the night. It also helps when we're busy or short-staffed. We just hired someone, but for a three-week period, PrimeSync has kicked in to help with the calls that are overlooked, allowing us to more smoothly handle our transactions through the day with a two-person staff instead of three.

Q: Can you share a specific example of the AI agent creating a great customer experience?

A: I listened to one the other day. It was a new client who called in about a brake squeak. The interaction back from the agent was exactly what we were looking for. It gave a couple of examples of what could cause the squeak and then circled right back around and said, "Would you like to schedule an appointment?" He did. He came in a couple of days later and ended up doing a complete front and rear brake job. Then he actually wrote a review, and it said something like, "I like your after hours agent very efficient." That kind of shocked me. Getting a positive review on an AI agent—that's the bomb.

Q: You're an industry veteran. What do you tell other shop owners, especially those who might be nervous about adopting AI?

A: I'm in a 20-group, and I told them this is a tool that will enhance your business. It's like everything else that has come along in technology: you can either stay current or it's going to leave you in the dirt. I had to overcome the thought of losing the personal touch, but I realized I'm not taking that element out. I'm adding a tool that helps enhance that customer relationship. The AI is a partner that collects information, so when my team calls the customer back, we're already engaged, and we can have that quality one-on-one interaction. It's a perfect fit for any size of the spectrum, from a big business all the way down to a mom-and-pop shop.

Call Outs to Highlight

Your 24/7 Service Writer

Convoy Auto Repair leverages PrimeSync to book appointments at all hours, including 1:30 AM, capturing revenue while the competition is sleeping.

The Ultimate Staffing Solution

The AI agent instantly filled a critical gap, acting as a full-time employee to ensure no call was missed while the shop was short-staffed.

Enhances, Not Replaces, The Personal Touch

PrimeSync gathers key information so service advisors can have more meaningful and efficient one-on-one conversations with customers, strengthening relationships.