Case Study: instaMek achieves real-time scheduling, fewer support calls, and higher customer satisfaction with Twilio SMS and Voice

Instamek Uses Sms to Make Scheduling Car Repair Service Easier

instaMek is a Canadian on-demand auto repair service that dispatches licensed mechanics to customers’ homes and offices. Because repairs are mobile and often unpredictable, instaMek needed a dynamic way to coordinate job details, scheduling, reminders and real-time ETAs while reducing call-center overload and ensuring smooth customer handoffs between mechanics and support agents.

By integrating Twilio SMS and Voice, instaMek automated notifications, real-time ETA alerts, masked numbers and call-forwarding so mechanics can communicate directly with customers and support can seamlessly take over after a job. The integration was deployed in under a week by two developers, enabled local phone numbers for multiple Canadian cities, and cut mechanic-related support calls from 15% to under 5%, earning consistently positive (5‑star) customer feedback and a scalable platform for expansion.

instaMek

Mat Lavoie

Chief Technology Officer