‘Staying Ahead of the Curve’: How Victory Auto Service & Glass Gains New Customers and Grows Service Bookings with Openbay Marketplace

Victory Auto Service & Glass is an award-winning, family-owned and -operated automotive repair and auto glass service business based in the Minneapolis metro area. Owner and President Jeff Matt started his career as an automotive technician. He had a vision to one day lead a business committed to delivering an honest and trustworthy experience and exceptional automotive service to his clients.

Jeff and Debby Matt launched Victory Auto Service as a one-bay shop in 1997 and the business has grown ever since. Today Victory Auto is NAPA AutoCare Center operation with eight locations in three states and a mobile glass service. Every day the Victory Auto team gives individual and fleet customers the superior service experience Jeff and Debby imagined when they were starting out. It’s no surprise Victory Auto keeps adding to their reputation. They are a AAA Auto Repair Certified Shop, an ASE Certified Blue Seal of Excellence recognized business and a BBB Torch Awards for Ethics Winner for community service.

Last year, like many other automotive service businesses, Victory Auto adapted their business in response to the pandemic. They knew consumers were moving online for auto service more than ever. Victory Auto turned to an online marketplace for auto repair and service to gain new customers and grow services. Here is how they did it.

Keeping Current With Digital Consumers

One reason for Victory Auto’s lasting success is a dedication to its loyal customers and employees. Business Development Manager Jordan Cozatt, whose responsibilities include Victory Auto’s fleet services, explains, “Victory Auto is a family-led business. Jeff and Debby value lasting relationships. This carries into the approach we take with our customers, whether they own one vehicle or over four hundred.”

The Victory Auto team embraces doing things differently. They regularly adapt to changing consumer needs to stay on top. “At Victory Auto, we work together to make sure we deliver to each customer the quality and service we are known for,” says Jordan. “We make it a business priority to stay ahead of the curve and keep current with our customers’ needs. This is how we keep connections strong and earn their ongoing loyalty.”

Jordan and the team at Victory Auto understood that consumers had shifted online for services. Research confirms Jordan’s assessment. In fact, according to census.gov, the US consumer spent 36.7% more online in Q3 2020 vs Q3 2019. Victory Auto sought out innovative ways to acquire and engage digital customers. “We needed new avenues to connect with consumers looking for service. Our customers are moving online and it was time for us to adapt. For us, it is critical to be more in touch with them as their daily lives change.”

Gaining New Customers and Growing Services — During a Pandemic

Jordan and the Victory Auto team turned to Openbay marketplace to connect their business with consumers who are starting their search for automotive services online. Openbay marketplace is the award-winning online marketplace for auto repair that connects consumers who have an immediate need for service with high-quality local automotive service businesses. Through Openbay marketplace, consumers can find, book, and pay for service. All online and instantly, 24/7.

Openbay marketplace offers Victory Auto a relevant way to reach digital consumers. “Openbay marketplace opens up a gateway to our business. It gives a consumer an online introduction to our business when it’s convenient for them,” shares Jordan. “Plus, in today’s world, there Is nothing like getting a response immediately. With Openbay, a new or returning customer can get accurate service information right away, straight to their device. Openbay marketplace does all the work to bring consumers into our shop.”

Offering Lyft Drivers a More Convenient Service Experience

In addition, Victory Auto values the Openbay and Lyft auto service partnership. This program aligns with Victory Auto’s early commitment to provide complete auto service for ride-hailing drivers. “When ride-hailing came to the Twin Cities we reached out to Lyft and Uber to support the drivers in our area. We knew this was an important auto service customer in our market,” says Jordan.

Jordan explains the benefit of participating in the Openbay service program with Lyft. “Openbay’s partnership with Lyft is another reason for our interest in Openbay. Victory Auto is here to offer ride hailing drivers quality auto repair. The Openbay service partnership with Lyft connects us to local drivers and makes it even more convenient for Lyft drivers to do business with us.”

Delivering Profitable Service Growth

Services booked online have increased for Victory Auto since joining the Openbay marketplace. Jordan describes the positive impact of Openbay marketplace: “More than anything, Openbay marketplace points more customers to our doors. It gets our business in contact with customers we usually wouldn’t reach.” Another benefit to Victory Auto is the connected customer experience Openbay creates. “Openbay marketplace ‘bridges the gap’ and gives us the chance to turn the online customer experience into a personal one. From there, we can build the long term relationship that’s made Victory Auto successful from the start,” says Jordan.

Furthermore, Jordan explains that Openbay marketplace delivers profitable service growth for Victory Auto. “Openbay marketplace helps Victory Auto bring in customers more efficiently than other marketing investments. First, it’s a new avenue to reach a customer beyond traditional methods like postcards and online reviews. Second, it’s more profitable than other marketing channels.” Jordan expands on his point, “We regularly crunch the numbers and find direct mail and pay-per-click advertising are increasingly costly. And they require extra work from our team. Openbay marketplace operates automatically and efficiently to bring in a customer actively looking for service. It’s a no-brainer marketing spend for us.”

Staying Ahead of the Curve with Openbay marketplace

Jordan gives his final thoughts on the benefits of joining Openbay marketplace. “If you’re not at the forefront of changing trends, you’ll get left behind. Consumers are more comfortable than ever online. Openbay marketplace lets us offer a value-added experience to today’s ‘always online’ consumer. It sets us up for business success now and into the future.”

Automotive service businesses interested in growing service revenue and engaging online consumers can contact Openbay. Learn how to join Openbay marketplace, the award-winning online marketplace for automotive service and repair. Discover how advanced online chat platform Openbay Otis can increase automotive service business website engagement and conversion. Learn more about the benefits of an advanced online chat platform here.