How First Tire & Automotive Grew Revenue by 28% in Houston
Discover how a Customer Experience Center transformed calls into bookings and boosted growth for this Houston auto repair shop.
- Location: Southwest Houston, Texas
- Client: First Tire & Automotive
- Spotlight: Mario Coto, Operations Manager
A Game-Changer for Customer Experience
If you’ve ever asked, “How do I stop losing business from missed calls?”—you’re not alone. That was the exact challenge facing First Tire & Automotive, a five-location shop network in Houston’s southwest suburbs.
Their phones were ringing nonstop. Like many auto repair shop call handling challenges, service advisors were split between helping customers in the bay and managing constant calls. Too often, those calls ended in voicemails—or worse, lost opportunities that directly impacted revenue.
“How Do We Get Every Call Answered the Right Way—Every Time?”
That’s the question Mario Coto, Operations Manager, asked when he reached out to Call InBound in early 2024.
His vision? Build a Customer Experience Center (CEC)—a centralized phone support team that would do more than just answer calls. The CEC would:
- Book appointments instantly
- Route calls accurately
- Maintain consistent tone and service across all five locations
The Solution: One Team, One Script, Real Conversations
With Call InBound’s support, First Tire launched their Customer Experience Center using:
- Smart call routing
- Voicemail-to-text
- AI-powered call scoring and coaching
- Unified, customizable scripts
- A dedicated phone team that actually knew cars and cared
“It wasn’t just a call room,” Mario said. “It was about creating real connections with our customers.”
The Results: Booked Solid, Even in the Slow Season
Within just 2 to 3 weeks, the impact was undeniable:
28%
revenue growth during their historically slowest period
100%
Full appointment calendars from January 1st
Improved
Improved customer trust and retention
One customer, previously flagged as a no-show, was rebooked the next day—thanks to an empathetic CEC advisor who listened and connected.
Another customer—who had only ever gone to one specific location—booked a $3,000 service with a different shop in the group after a single, seamless phone interaction.
“That moment sold me,” Mario said.
The Cultural Shift: Skepticism Turned Confidence
Change wasn’t easy. Mario paused the CEC briefly just to test the “old way.” The result?
The "Old Way" Experiment
“It was chaos. Calls dropped. Appointments disappeared. That experiment proved how vital this new system is.”
He also faced pushback from others in the industry. Some feared AI or centralized call handling would hurt the customer experience. But the opposite happened:
Customers got better service
Shops stayed focused on in-person work
Teams aligned around consistent communication and outcomes
Why It Works: Consistency Builds Confidence
By having the same team of trained professionals answer every call:
- Scripts stay aligned but flexible
- Customers receive the same high-quality experience at any location
- Call data helps identify "champion" calls versus "coachable" ones
This consistency is what makes Call InBound’s integrations, coaching tools, and analytics so valuable.
What’s Next: Outbound Calling & Smarter Retention
Mario isn’t stopping here. The next phase includes:
Outbound follow-ups to boost retention
More appointment reminders and win-backs
Continued integration with scheduling, CRMs, and shop software
The CEC is no longer just a support system—it’s a growth engine.
Frequently Asked Questions: How Auto Shops Can Boost Revenue with Better Call Handling
How did First Tire & Automotive grow revenue by 28%?
By launching a Customer Experience Center powered by Call InBound to manage all phone traffic, improve scheduling, and create consistent customer communication.
What is a Customer Experience Center in auto repair?
A dedicated phone team focused on answering every call professionally, booking appointments, and improving customer retention—without pulling techs or advisors off the floor.
Can a phone answering system really increase bookings?
Yes. Shops using Call InBound’s CEC model see higher booking rates, fewer missed calls, and better customer satisfaction.
Is this just for large shops?
No. Whether you have one location or ten, consistent phone handling improves customer trust and shop efficiency.
Does this replace my team’s personal touch?
Not at all. It enhances it—by giving every caller the same level of service your top advisor would deliver.
Ready to Turn Your Phone System into a Profit Center?
If your shop is dropping calls, losing leads, or burning out your team with phone distractions, you don’t need more people—you need a smarter process.
See how Call InBound can help you increase revenue by 20% or more—starting with a free consultation.
