How Sun Auto Fuels Customer Experience with AI-Driven Insights
Company Snapshot
Sun Auto Tire & Service is a leading provider of automotive services, with multiple brands under their belt. Offering both tire and repair services, Sun Auto operates across various locations, serving customers in person, online, and over the phone. The company prides themselves on delivering exceptional customer care while helping people maintain one of their most valuable assets – their vehicles.
- 200+
- December 2023
The Challenge
Before Birdeye, Sun Auto’s team faced the challenge of manually sorting through reviews and categorizing customer feedback, which was both time-consuming and inefficient. This process hindered their ability to address customer concerns promptly and implement solutions efficiently.
The Solution
Birdeye Insights AI streamlined the review analysis process, allowing Sun Auto to summarize hundreds of reviews in one click. What once took hours now happens in seconds. This shift transformed the company’s ability to act quickly on feedback, streamline internal processes, and resolve recurring operational challenges such as workflow inefficiencies and service delays.
"I like to get my hands dirty in the data and the feedback. Before Birdeye, I would spend hours looking at an Excel spreadsheet with our leadership team reading reviews, summarizing reviews, trying to categorize them and take action. Now, I can do that in seconds with Birdeye’s artificial intelligence.”
Measuring Success with Data
Sun Auto leverages Birdeye Insights AI to measure and enhance customer experiences across all locations using the Birdeye Score, a comprehensive metric that combines three key components.
- Sentiment Score: By centralizing customer feedback from online reviews and surveys, Sun Auto gains a deep understanding of customer perceptions through sentiment trends across their brand and locations.
- Reputation Score: This score allows Sun Auto to monitor their online reputation by analyzing star ratings, review counts, and responses across all locations. It provides a holistic view of their reputation, maintaining trust within the community.
- Listings Score: Supports local SEO by evaluating the accuracy, visibility, and completeness of their business listings across core sites. This ensures consistent and reliable business information across all locations and brands.
With these metrics, Sun Auto can assess overall performance and dive deeper into individual scores directly from their dashboard for a more detailed analysis. This enables the company to make informed decisions and implement strategies that continuously enhance the customer experience.
Scalability Across Locations
Operating over 200 locations posed unique challenges for Sun Auto, including the need to adapt to diverse customer expectations. For example, customers in colder climates required specialized tires for winter conditions, while rural areas often preferred more personalized, hands-on service. Ensuring consistent customer care across all service centers was essential.
How Birdeye helped:
- Performance by Location: Birdeye enables Sun Auto to track and compare customer experiences at each location. This tool allows the team to maintain high standards of service, help identify strengths, and address areas for improvement.
- Industry Benchmarking: Competitors AI, allows Sun Auto to measure performance against competitors, ensuring they remain competitive in various markets.
"When I look at how we’re performing against competitors and identify areas where we can focus on maintaining higher review scores, it’s something we dive into deeply. The ability to see this with just one click is powerful, especially during rapid expansion. It allows us to quickly share insights with the marketing team and say, ‘Hey, we’re outpacing the competition here. What messaging can we use to ensure our customers know we’re the clear choice?’”
Enhancing Customer Communications
One of the most impactful improvements Sun Auto made after implementing Birdeye Insights AI was enhancing customer communication. Prior to using AI-driven insights, Sun Auto struggled with customer dissatisfaction related to a lack of timely updates on their vehicle’s service status.
By analyzing customer feedback through Birdeye’s Sentiment Score, Sun Auto identified this communication gap and introduced a new process to provide real-time updates at key stages of the service process—from vehicle diagnostics to service completion. Customers now receive notifications via text, email, or phone calls, creating a smoother and more reassuring experience that directly addressed a source of frustration.
“Birdeye Insights prompted operational changes that enhanced our customer experience. We've seen our communication gaps diminish, bringing those opportunities to life. We implemented action plans and now can measure the impact of those actions. It’s really come full circle.”
Transforming Customer Care with AI-Driven Insights
Through Birdeye Insights AI, Sun Auto Tires & Services transformed their approach to customer care. Leveraging AI to streamline feedback analysis, the company enhanced operational efficiency, improved customer communication, and scaled their insights across all locations, ultimately driving better business outcomes.
Ready to elevate your customer experience with real-time insights? Reach out today at 1-800-561-3357 ext. 1, or send an email to sales@birdeye.com to learn more!
Birdeye: The Obvious Choice
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