Total Recon Auto Center is a standout in the auto body industry, having been in business since 2010. After strategic restructuring in 2021 to prioritize Tesla collision repair, they emerged as a premier Tesla-certified reconditioning center in the U.S. and the largest of its kind in Maryland.
Operating out of their flagship Rockville facility and a newer site in Laurel, Total Recon distinguishes itself through a dedicated focus on the customer journey, an element frequently neglected by traditional shops.
The team at Total Recon, the region’s primary Tesla repair center, found it difficult to manage a relentless influx of inquiries across phone, email, and in-person visits simultaneously. Staff members were overextended, attempting to balance face-to-face customer interactions with the need to capture every incoming lead.
Here’s what Will Brumby, General Manager of Total Recon Auto, had to say about this: “Without the support we have now with LTVplus, the internal staff was just running around like chickens with their heads cut off, trying to do as much as they can throughout the day.”
“We don’t want to lose leads when we’re assisting other customers. We don’t want that customer service experience to drop just because we can’t handle the volume,” Alfonso Martinez added.
The stakes were high. Unlike retail or eCommerce, auto collision customers are in urgent, stressful situations and they don’t wait.
One missed call didn’t just mean one missed appointment. It meant a lost customer, possibly for life.
But like most business owners considering outsourcing, Total Recon had real concerns:
To support both Total Recon locations, LTVplus established a committed team to manage incoming phone and email inquiries. This partnership began with a single agent and expanded into a comprehensive team over a three-year period.
Recruited and vetted by LTVplus, with Total Recon Auto involved in final selection. Agents were trained on Total Recon’s specific workflows, tone, and Tesla-repair nuances before going live.
Each campaign is backed by a team lead to ensure agents hit their goals and continuously improve.
A full playbook built from day one. Resilient to staff changes and ready for expansion so new agents can be onboarded without disrupting service quality.
Aircall data revealed peak missed-call windows. LTVplus deployed buffer agents to cover morning rushes, end-of-day spikes, and Saturdays, directly reducing missed leads.
From day-to-day operations to multi-location expansion, the partnership delivered measurable improvements across every part of the customer journey.
“The biggest impact I think I saw was the lead cultivation and converting them into a customer and even a long-term customer because of that initial experience,” Will Brumby summed up.
“Any manager, operator, or owner understands that customers are the most important aspect of a business. The fear of putting that responsibility on someone you may never even meet is real, but when you see the preparation and attention that goes into making that person a live agent, you feel very confident.
The fear is not really real. You just need to take that jump. It will pay out dividends.”
General Manager | Total Recon Auto Center
Hear Will Brumby and Alfonso Martinez talk through the fears, the decision-making process, and what outsourcing actually looks like for a specialized, in-person business.
