Case Study: Kennesaw Auto Center achieves higher customer satisfaction and stronger customer relationships with NAPA TRACS SmartCall

Kennesaw Auto Center - Customer Case Study

Kennesaw Auto Center, a family-owned full-service auto repair shop in metro Atlanta led by owner Brian Hough, struggled with entrenched customer relationships that made it hard for new service advisers to connect with clients and for the shop to manage customer communications efficiently. To simplify shop management and better measure business processes, Kennesaw Auto Center implemented NAPA TRACS, including its SmartCall product, to address phone coverage, call handling and customer history access.

NAPA TRACS’ SmartCall gave the shop tools to call back 100% of missed after‑hours calls, analyze call traffic to staff phones appropriately, view vehicle history before dialing, and resolve open repair orders during the same call—helping new advisers build relationships on day one. The result was improved phone coverage, faster issue resolution and a measurable increase in customer satisfaction.

Kennesaw Auto Center

Brian Hough

Owner