Case Study: Eccles Auto Service achieves stronger customer engagement and higher promotion ROI with Epicor Service CRM

Epicor Service CRM Provides Key ‘Extra’ Employee for Customer Relations

Eccles Auto Service, an automotive repair shop in Dundas, Ontario, needed a more efficient and cost-effective way to manage appointment reminders, promotions, and customer communications without relying on postcards and constant phone calls. In 2003, it turned to Epicor Service CRM to help strengthen customer relationships and streamline outreach.

Epicor implemented Service CRM to automate communications by email, text, and video, while also giving Eccles Auto Service reporting tools to track customer habits, tailor marketing, and manage inventory. The results were strong: a first email promotion delivered a 19% redemption rate compared with less than 1% for mailed offers, and the business later reported that it had quadrupled since adopting Epicor Service CRM.

Eccles Auto Service