Apex Auto Services

Apex Auto Services is a well-regarded full-service garage based in the North East of England. They handle everything from routine MOTs and annual services to brake repairs, diagnostics, and air conditioning recharges. The garage has been serving local families and fleet customers for over a decade, with a loyal customer base built on honest pricing and reliable work. The team of four keeps the workshop running at full capacity during peak seasons.

Apex had a loyal customer base but was quietly losing them. Without any reminder system, customers simply forgot when their MOT or service was due. They'd go to whichever garage was top of mind when the light came on or the calendar notification popped up from a competitor. Apex had done the hard work of winning these customers in the first place but had no way to keep them coming back on schedule.

The front desk was overwhelmed. Every booking came through phone calls or walk-ins. During busy periods the phone would ring off the hook while the receptionist was already dealing with someone in person. Customers who couldn't get through would call the competitor down the road. The team estimated they were missing 15-20 calls per week during peak hours.

No-shows were also a growing problem. With phone-only bookings and no confirmation system, customers would forget appointments. An empty bay for an hour costs real money, but without automated reminders there was no good way to prevent it.

— Manager, Apex Auto Services

Apex Auto Services needed a system that would keep customers coming back without adding more work to an already stretched team. After evaluating their options, they chose Autopilot GMS because it addressed all three of their core problems: customer retention, booking accessibility, and lead capture. The system was up and running within a day, with existing customer records imported and the online booking page live by the end of the first week.

The combination of automated reminders, self-service bookings, and a centralised customer database gave Apex something they'd never had before: a retention engine that works around the clock without anyone having to lift a finger.

Health Checks — Vehicle inspections with automated follow-ups

Bookings — 24/7 online booking with confirmations

Clients — Complete customer and vehicle database

Enquiries — Capture every lead that comes through

The Health Checks feature became the backbone of their retention strategy. Every vehicle that comes through the workshop now receives a digital inspection, and any advisory items are logged against the customer's record. Automated MOT and service reminders go out at exactly the right time, bringing customers back before they have a chance to forget. The follow-up messages include a direct link to book online, making it effortless for customers to schedule their next visit.

Online bookings transformed how the front desk operates. Instead of fielding every call manually, customers can now book at any time of day or night. The booking page was embedded on their website, added to their Google Business listing, and shared across social media. This not only freed up the phone lines but also opened up a new channel for acquiring customers who prefer to book digitally. Meanwhile, the Enquiries feature ensures that every new lead that comes through the website or social media is captured and tracked, so no potential customer slips through the cracks.

Repeat bookings jumped 40% within two months as automated reminders brought customers back on schedule. MOT reminders go out automatically, and the health check feature flags additional work that customers can book in for later. It turned one-time visitors into repeat customers without any manual effort.

Online bookings tripled, freeing the front desk from constant phone calls. Customers could now book at any time. The booking page was added to their Google Business listing and social media, bringing in new customers who prefer self-service.

No-shows dropped by 60% with automated booking confirmations and reminders. The garage now operates at near-full capacity most weeks, and the team can plan their days with confidence.

— Manager, Apex Auto Services