Toole’s Garage
How Toole’s Garage Increased Booked Appointments and Operational Efficiency Across Four Locations with PrimeSync's AI Voice Agent
"I come in the morning and I see the emails of all the people who have scheduled their appointments...we are getting appointments now that are already dropped on our calendar versus having to call people back from missed calls."
David Toole
CEO of Toole’s Garage
Client:
Toole’s Garage
Industry:
General Auto Repair
Location:
4 locations across Northern California
Challenge:
High call volume consuming valuable service advisor time, missed after-hours calls, and a desire to enhance the client experience without overburdening a lean staff.
Solution:
PrimeSync's 24/7 AI Voice Agent, "Chloe"
Initial Results
Tooles Garage
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1,464
Total
Call
Call
1,431
Total
Minutes
Minutes
205
Appointments Booked
After Hours
213
Total
Call
Call
220
Total
Minutes
Minutes
24
Appointments
Booked
Booked
Introduction
David Toole, the owner of Toole’s Garage, prides his business on two things: exceptional client experience and top-tier auto repair.
With four bustling locations spread across Northern California, from the Bay Area to the Tahoe foothills, managing a consistently high volume of phone calls became a significant operational hurdle. His team of service advisors, the frontline of customer interaction, were getting bogged down with phone calls, taking them away from clients in the shop. Toole knew he needed a solution that would not only handle the call volume but also elevate the customer experience he works so hard to cultivate.
With four bustling locations spread across Northern California, from the Bay Area to the Tahoe foothills, managing a consistently high volume of phone calls became a significant operational hurdle. His team of service advisors, the frontline of customer interaction, were getting bogged down with phone calls, taking them away from clients in the shop. Toole knew he needed a solution that would not only handle the call volume but also elevate the customer experience he works so hard to cultivate.
Q&A with David Toole
Owner of Toole’s Garage
Q: What were the primary challenges you faced with incoming calls before implementing PrimeSync?
A: We receive a lot of phone calls every day for scheduling appointments, asking car questions, and marketing. Our stores operate with a lean staff, and these calls were consuming a significant amount of our service advisors' time. Their primary role is to be the liaison between the mechanic and the client, so their time is incredibly valuable.
Having an agent to help with that phone support has been instrumental.
Q: What prompted you to start using an AI voice agent, and how did you initially roll it out?
A: We're in the client experience business, and as we got busier, it became harder to maintain that personal touch on every call. We started by using the agent for our after-hours calls. We figured, instead of a standard voicemail, let's give this a shot. The worst that could happen is people hang up, which they already do.
We also close for lunch, and as a business owner, having the phones off is not my favorite thing. After the success we saw with after-hours, we deployed the agent during our lunch break as well. This coming week, we're moving to have the agent deployed 24/7.
We also close for lunch, and as a business owner, having the phones off is not my favorite thing. After the success we saw with after-hours, we deployed the agent during our lunch break as well. This coming week, we're moving to have the agent deployed 24/7.
Q: How has PrimeSync impacted your business efficiency and staffing?
A: The economy in late 2024 and early 2025 has been challenging. We had some staff reductions and also expanded to a new location, which thinned out our staff at each shop.
The agent picked up all the slack of essentially being one person down at each location. So yes, it has been incredibly helpful.
The agent picked up all the slack of essentially being one person down at each location. So yes, it has been incredibly helpful.
Q: Can you share a specific example of how PrimeSync's agent, Chloe, has improved your customer experience?
A: Absolutely. Our agent, Chloe, has definitely increased the client experience. I come in in the morning and see emails of all the people who have scheduled their appointments through the text feature that Chloe sends them. We are getting appointments on our calendar without us even working.
We also have the agent set up to offer tow services. We had a client call after hours with a breakdown. The agent successfully coordinated the tow with our preferred company, sent the client a link to book an appointment, and the car was at our shop with an appointment made for the first thing in the morning.
We also have the agent set up to offer tow services. We had a client call after hours with a breakdown. The agent successfully coordinated the tow with our preferred company, sent the client a link to book an appointment, and the car was at our shop with an appointment made for the first thing in the morning.
Q: What has your experience been like working with the PrimeSync team?
A: Those guys are on it. We're pretty particular. They were persistent in a good way. They just sent me the number, I called it, and I didn't hate it, so I set up a meeting.
Sean and Dragan were very good at understanding our needs. They said, "Hey, we'll do what we got to do. Let's get this thing set up so you can use it." And they stood right behind their word. They adjusted the agent to all of our very particular standards.
We still talk weekly to make little adjustments, and they're always on it.
Sean and Dragan were very good at understanding our needs. They said, "Hey, we'll do what we got to do. Let's get this thing set up so you can use it." And they stood right behind their word. They adjusted the agent to all of our very particular standards.
We still talk weekly to make little adjustments, and they're always on it.
Q: What would you say to another auto repair shop owner who is considering an AI voice agent?
A: You mean, what have I already shared? I've had other shop owners listen to our agent. I tell them, "Look, this is 24/7. They can answer 20 calls simultaneously." Nobody really likes to hear a recorded voice telling them to leave a message. They should, by all means, have an agent on staff. It's cost-affordable, they do a great job, and I only have to train our agent one time.
Call Outs to Highlight
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24/7 Operations
Toole’s Garage now captures leads and books appointments around the clock, even when the shop is closed.
Seamless Expansion
PrimeSync enabled Toole’s Garage to expand to a new location and operate efficiently with a leaner staff at existing shops.
One-Time Training
Unlike training new employees, David only had to train his PrimeSync agent once, with minor adjustments as needed, saving significant time and resources.