Client:

Japanese Auto Center

Industry:

Automotive Repair

Location:

Torrance, California

Challenge:

With 24 lifts and servicing 40-50 cars daily, Japanese Auto Center's five phone lines were constantly overwhelmed. During peak hours, calls would roll over to a generic after-hours voicemail, confusing customers and resulting in lost business, especially from lucrative after-hours emergency tows and weekend appointment requests.

Solution:

PrimeSync's customizable AI Voice Agent with intelligent call routing and emergency transfer capabilities.

Initial Results

Japanese Auto Center

281
Total
Call
290
Total
Minutes
20
Appointments Booked

After Hours

163
Total
Call
188
Total
Minutes
15
Appointments
Booked

Introduction

For nearly 40 years, Daniel Schrier has built Japanese Auto Center into a Torrance landmark. This is no small operation—it’s a nearly 20,000-square-foot facility with 24 lifts, 14 mechanics, and a reputation for outstanding customer service. But even for a large, successful shop, the constant flood of calls presented a major problem. Daniel needed a solution that was as robust and customer-focused as his business, capable of handling high volume without ever sacrificing the personal touch.

Q&A with Daniel Schrier

Owner of Japanese Auto Center

Q: What was the specific problem that led you to seek out a solution like PrimeSync?

A: We have five lines, and we get so busy that during the day it would bump calls to our after-hours answering machine. That caused a weird situation where people would call at 11 AM on a Friday and wonder why we weren't answering. I was really intrigued with using AI to handle that, letting them know we're open but backed up. We were also losing customers after hours. Their car breaks down, they call, find out we're not open, and they go to another shop. We were losing that business.

Q: How has PrimeSync helped you capture those after-hours opportunities?

A: Now, the agent tells them where to park, where the dropbox is, and how to get a tow. We have it hooked up to our tow company, so if they need a tow, they can get it right to the shop. It also sends a text right to me and my partner, so we can call the customer and work it out. That is a savings right off the bat—not losing the customer and not having them go to another shop.

Q: You mentioned setting up an emergency line. Can you share a story where that made a real difference?

A: Yes, that was a really nice feature. We had a customer who broke down just down the street from us. The main phones were busy, but they got to us directly through that special emergency line the AI can transfer to. They were stuck in traffic, so we were able to literally run over there—a couple of guys went over and pushed them off the road. We got the car and drove the customer back to the shop while one of our drivers waited for the tow truck. We were able to put them at ease and get them back to the shop very quickly because of that emergency feature.

Q: As the owner of a very large, established shop, what would you say to other owners about implementing PrimeSync?

A: I suggest it for small to big companies, honestly. It's the capability and the way you guys will let it keep learning. I like the idea that a business of any size can work it to their type of business. That's really important. In our business, it's customer-run, right? It’s about how many customers you can get in the door and out. If you have more opportunities to get people to come in, that's what your system has helped with tremendously.

Call Outs to Highlight

Emergency Triage

PrimeSync was configured with a unique "emergency number" that the AI can transfer callers to, allowing Japanese Auto Center to save a customer stranded just minutes from their shop.

Direct Revenue Capture

The AI agent immediately stopped customer bleed by providing after-hours tow and key drop information, preventing callers from hanging up and going to a competitor.

Built for Any Size Shop

While perfect for a 24-lift operation, Daniel believes the system is critically advantageous for small 2-3 man shops that close for lunch and can't afford to miss a single call.