In today’s episode:
Most auto shops handle customer service as an afterthought. Total Recon Auto decided to make it their competitive advantage.
Total Recon Auto Center is one of the top Tesla-approved collision repair facilities in the US. They are the biggest Tesla reconditioning facility in Maryland, with a flagship shop in Rockville and a recent expansion to Laurel. They have been outsourcing phone and email support with LTVplus for 3+ years, growing from one agent to a full dedicated team as their operations scaled.
In this “Let’s Talk About CX” conversation, we got an inside look at what outsourcing realistically looks like for a specialized—and physical—business. Our host sat with our clients from TRA: Will Brumby (General Manager) and Alfonso Martinez (Customer Service Manager), as well as the Customer Success Manager for their campaign at LTVplus, Jonnalyn Alvior.
What you’ll learn:
- 0:00 – Guest introduction
- 3:00 – A brief introduction of our partnership
- 3:20 – What makes Total Recon different from a regular auto shop
- 4:40 – What expansion and growth felt like internally
- 7:00 – Life before outsourcing: the real CX struggles
- 9:00 – The importance of customer service in the auto repair industry
- 10:10 – Why outsourcing? Top concerns leading to the final decision
- 12:20 – Choosing the right BPO: the decision-making process
- 14:00 – Onboarding a remote team for a specialized in-person company
- 18:09 – The importance of buffer support in a fast-moving industry
- 22:35 – Direct impact of outsourcing (Lead cultivation, conversion, and all-around business improvement)
- 25:10 – Will’s advice on outsourcing for specialized business owners (why you should take the leap)