How one VP oversaw and understood customer experience across 9 locations

Mackins Auto Body 1596972623454
Client Logo 1560234149753

Company Snapshot

Mackin's Auto Body is an 9-location auto collision repair shop based in Portland. For more than 75 years, the business has been dedicated to providing the highest level of quality and service.

  • Apr 2018

Mackin's Auto Body was looking for a way to get more reviews for each of its nine locations. Before choosing Birdeye, Mackin's Auto Body looked at several other companies to try to get more reviews. Unfortunately, no other company could work with the Customer Relationship Management system Mackin's Auto Body was using, CCC ONE. 

"Birdeye is great for businesses because it allows us as owners to manage and see on a daily basis how our customers are perceiving our customer service. We receive updates daily so it is an easy way for myself to view and give immediate feed back, positive or negative, to our management team. You do a great job!!!"

Suzanne Mackin

Vice President of Mackin's Auto Body

Review Automation

When Birdeye got involved, representatives immediately formed a partnership with CCC One so that businesses like Mackin's Auto Body could automate their review solicitation efforts.

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With review automation, Mackin's Auto body could automatically send review requests to customers that had been serviced during the day. Instead of an employee having to manually send review requests to individual customers, Birdeye's integration with CCC One made the process seamless and effortless.

Using review management, Mackin's Auto Body received tons of new reviews on the two platforms the company was targeting: Carwise and Google. Right now, Mackin's Auto Body has a combined 3,468 reviews on those two review platforms with a 4.8 overall star rating. 

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Responding to Customer Reviews

With Birdeye, Mackin’s Auto Body was able to receive notifications for negative reviews on 150+ review sites and respond as soon as possible. Employees make an effort to respond to customers who left bad reviews in order to remedy their issues. 

The Birdeye dashboard also allows Mackin’s Auto Body to respond to all of these reviews within the dashboard. These review responses post on the site that the review originally appeared on.

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Building a Great Customer Experience

In order to determine whether their customers were happy with the experience, Mackin’s Auto Body decided to use Birdeye’s surveys. Birdeye surveys are distributed to customers through email and SMS. 

One of the surveys that Mackin’s Auto Body used was the Birdeye Net Promoter Score (NPS) survey. NPS helps to measure customer loyalty and satisfaction. By tracking NPS, Mackin’s Auto Body was able to see how many of their customers were satisfied and make changes when customers weren’t happy. Over the course of 9 months, the business’s NPS score went from an already high 94% to a phenomenal 97%.

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Driving Growth with Birdeye

By sending review requests, monitoring and responding to reviews, and sending surveys to customers, Mackin’s Auto Body was able to get new reviews and build a better customer experience

It can be tough to get ahead in the automotive industry. Luckily, Mackin’s Auto Body has an unfair advantage: its customer reviews.

Birdeye: The Obvious Choice

Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.

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