Frank's Towbars & Exhaust

Before using a CRM, Frank’s Towbars & Exhaust managed bookings via a paper-based system. This caused problems when multiple staff needed to access bookings simultaneously.

They required a central repository for customer data so they could share information effectively and avoid booking conflicts or lost details.

The business reached out to an expert consultant recommended by their prior experience, and together they mapped out their requirements: a booking system that could handle multiple users, store customer data centrally, and support efficient re-scheduling and booking management.

They implemented the CRM and customised it to suit their workflow, including a drag-and-drop booking calendar so staff could reschedule bookings easily while still having customer records at hand.

With the CRM implemented, all customer bookings and records are stored in one shared system. Staff can make or adjust bookings simultaneously without needing to wait on a single paper diary.

The CRM allows double-click access to each customer’s record when booking, giving full context to any staff member handling the booking.

It also tracks customer history and purchase activity, allowing staff to better understand each customer’s needs and tailor services accordingly.

The business now uses the CRM to run its own marketing campaigns (emailed specials, promotional offers) directly from the system.

Booking has become far easier and more flexible: changing a booking date is just a drag-and-drop action, and staff always have the customer’s data at hand.

Customer history tracking means the team knows prior services and preferences, allowing for more personalised and consistent service with each visit.

Marketing outreach is now more targeted and manageable, helping to bring customers back for service or upgrades, strengthening customer relationships and improving retention.