How communication changed the way JAX Tyres & Auto operate

Founded in Sydney 1949, JAX Tyres & Auto is an Australian household name that has been operating for over 70 years. With more than 87 franchised stores across the country, the company prides itself on providing premium services for all tyres and overall vehicle maintenance, serving more than 60,000 customers monthly.

Before implementing Podium, the JAX Tyres & Auto HQ noticed customers were heading to the main website, however there was potential to increase customer engagement and interaction. The team also wanted to maximise the amount of channels available for customer communication, ensuring processes were streamlined and convenient.

When JAX Tyres & Auto found Podium they discovered that they were able to utilise a variety of solutions that were managed from one centralised hub. The team implemented Videochat, Webchat, Reviews and, more recently, Payments. They made these solutions available to all franchises, all of which experienced an increase in customer engagement and an improvement in online presence.

Customer Service is paramount

From the beginning, the JAX Tyres & Auto team implemented Webchat for external use with customers.

“When COVID-19 lockdowns hit, we were forced to close our showrooms and were only allowed to keep our workshops operating for critical repairs. Webchat was essential, helping us to remain available and connected with our customers stuck at home. We also implemented Videochat at this point in time, as we realised our customers still needed expert advice when it comes to the maintenance of their idle car.”

“Podium Videochat allowed us to keep delivering our Peace of Mind Driving promise, with an industry first complimentary Video JAX Vehicle Inspection.”

Communication is critical to ensure premium customer service and the team found SMS was the best way for effective communication with customers, especially those who were on the go. SMS is now one of the main communication channels for bookings and updates. This has simplified and streamlined business processes and fulfilled customer expectations of seamless communication.

“By offering additional avenues of communication, we are able to continue engaging with our customers in a convenient and efficient way, which has proved especially valuable for those who urgently require assistance during such a tough time.”

Improving online presence

An online presence is more important now than ever before and JAX Tyres & Auto noticed the impact reviews had on customers trying to decide whether to engage with the business. The younger demographics tend to rely heavily on reviews and so the team decided to start putting more emphasis on the social-proof strategy via Google reviews, which directly impact overall online visibility.

Prior to using Podium, the team did not have a specific process in place to encourage customers to leave online reviews. By using Podium Reviews customers are now prompted to leave an online review as part of the company’s CX processes – all via their mobile phone.

Since implementing this solution, JAX Tyres & Auto’s average star rating has increased from 4.53 in the 12 months prior to implementing Podium to 4.73 in 2021 so far, thanks to the rating from Podium Reviews sitting at a 4.87 average. The team has also seen the amount of reviews double.

“JAX Tyres & Auto is a pioneer and innovator as we were one of the first companies to start with e-commerce. We hope to continue fulfilling this title as Podium gives our franchisees that extra competitive edge. By enabling us to stay connected with our loyal customers, we are able to continue to add value, be trustworthy and offer the best expert advice from anywhere around the country.”