Case Study: Jiffy Lube International, Inc. achieves increased sales and improved customer experience with Spectrio

Jiffy Lube International, Inc. - Customer Case Study

Jiffy Lube International, Inc., the largest franchised fast-lube system with more than 2,000 service centers and about 24 million customers a year, needed a consistent way to improve the in-store customer experience and more effectively promote specials while handling high call volumes. Spectrio was engaged to provide call handling systems, on‑hold messaging and its VideoCast digital signage to deliver targeted audio and visual content across franchise waiting areas and phone lines.

Spectrio integrated VideoCast with existing monitors (and installed commercial displays where needed), programmed branded videos to interrupt live TV, added tickers and time/temperature feeds, and deployed call handler greetings to answer common queries. The solution drove measurable results: of 511 calls at a pilot site, 286 callers (56%) received needed information via the call handler, 74 calls (15%) were handled after hours, and 37 customers redeemed a promotion from the Spectrio call greeting, generating $1,294.63 in incremental sales during the measurement period.

Jiffy Lube International, Inc.

Tom Rodolico

Franchisee and President