V-Mech Automotive delivers to ultimate end-to-end service

The challenge

Car mechanics are in abundance around South East Queensland. For Kristen Vanderzalm, Director at V-Mech Automotive, a mobile car servicing and repair company, the key was to stand out from the competition and take their customer service to the next level. The problem for the team, however, was the time spent on manual customer interactions and follow-ups, as well as difficulties generating reviews. Eager to streamline their customer service and increase reviews, Kristen came to Podium.

Podium’s role

Kristen’s vision for implementing Podium stemmed from a desire to “provide customers with the best possible service from end-to-end”, and bring their communication on par with the premium services offered. Podium’s automated and user-friendly communications software has not only removed hours of manual work, it has eliminated the need for customers to contact the team for questions about their appointments. The biggest benefit for V-Mech Automotive is the ease with which they can request reviews. “Getting traction on the reviews was huge for us,” said Kristen. 

The results

In the short time since implementing Podium, V-Mech Automotive has seen some great results, including:

• A 28% increase in Google Reviews
• An average of 10 hours per week saved on customer enquiries
• Receiving a 24% conversion rate from their most recent text message campaign

Customer experience and customer satisfaction are key for the success of any business, and through the use of Podium, Kristen says they’ve experienced an increase in both. “With Podium, it’s all done via text message at the click of a button. It’s super simple, super easy, and has saved us so much time, all while being professional, which is what I wanted. We’ve had really good feedback from our customers too.”