Use Case Study 3: “Coastal Auto & Tire” – Speeding Up Approvals and Improving Customer Transparency
The Business:
Coastal Auto & Tire is a locally owned full-service auto repair and tire center located in Surf City, NC, serving over 200 loyal customers.
The Challenge:
Before Rock Local, Coastal Auto & Tire was overwhelmed by phone calls and approval delays. When customers dropped off vehicles, mechanics had to call them to explain repair issues, sometimes playing phone tag for hours. Many approvals were given verbally, creating miscommunication or misunderstandings over what work was authorized. Customers also frequently called to check if their vehicle was ready, which disrupted workflow at the front desk. Payments were often made in person, adding delays and long wait times during pick-up.
The Solution: Implementing Rock Local
Branded Business Profile:
The shop set up their Rock Local presence with custom branding, service lists, shop hours, and a QR code at the front desk for customers to easily connect via the app. This became a central point for communication and interaction.
Real-Time Notifications & Updates:
Push notifications were used to notify customers when:
- Repairs were complete and the vehicle was ready for pickup.
- A mechanic had a status update or needed approval.
This eliminated the need for time-consuming phone calls and reduced delays in the repair process.
Visual Estimates & Approvals:
The team used Rock Local’s direct messaging to send repair photos and itemized estimates for approval. Customers could respond immediately through the app, even if they were at work or out of town.
Appointment Scheduling & Drop-Off Coordination:
The calendar feature let customers schedule services like inspections, tire rotations, or oil changes. The system reduced overbooking and allowed the staff to prepare for scheduled services in advance.
Frictionless Payments:
Stripe integration enabled customers to pay invoices directly through the app, often before they even returned to pick up their vehicles. This reduced lobby congestion and improved cash flow for the business.
Customer Onboarding Made Simple:
A QR code at the reception desk allowed walk-in customers to instantly connect to the business in Rock Local, making it easy to send service updates without collecting contact information each time.
The Results:
- 65% Fewer Incoming Phone Calls: Real-time app updates eliminated routine status calls.
- Faster Approvals: Repair photo messaging helped customers make informed decisions quickly, speeding up turnaround times.
- 90% of Invoices Paid via App: Payments became streamlined, reducing pickup delays.
- Improved Customer Satisfaction: Clients appreciated being kept in the loop and having a clear record of what was done and paid for.
Owner Testimonial:
“We’re paid faster and customers feel fully in the loop. Rock Local took the stress out of approvals and pickups—and helped us look way more professional. It’s like having a service writer in everyone’s pocket.”