South Bay Lube, a 200-plus-employee Jiffy Lube franchise group in the motor-vehicle-services space, needed a modern phone system that could do far more than route calls. By moving to Telzio, the team turned every ring into revenue and every conversation into insight.
Customer Snapshot
- Industry: Motor-vehicle maintenance
- Employees: 201 – 500
- Region: South Bay, California
The Challenge for Jiffy Lube
- Limited call-flow control: Their legacy provider offered only basic hunt groups, making it impossible to create the granular caller journeys the business required.
- No text-messaging tools: Marketing wanted to send coupons by SMS after every call to drive store visits, but the phone system had no messaging capability.
"We receive huge amounts of calls, and it was such a bonus to be able to get a coupon texted to callers to entice them to come in and receive services.” – Andrew Gimenes, Marketing Manager
The Telzio Solution
- Precision routing and self-service menus: Implemented Call Flows, a visual builder that lets non-technical staff design IVRs, queues, and time-of-day rules in minutes.
- Instant coupons and reminders by text:Used SMS Messaging with the “Send Text” action to fire a coupon to every caller the moment they hang up—no manual work required.
- Oversight and quality assurance: Enabled Call Recording to capture every inbound and outbound call for coaching, dispute resolution, and loss-prevention investigations.
“We really love the custom call flows and outbound texting triggered by customer actions. Call recording has quickly become invaluable as well.” – Andrew Gimenes
Setup was straightforward, and whenever questions arose, Telzio’s support was, in Andrew’s words, “unbelievable … I genuinely believe Telzio may be the #1 company in the world for customer service.”
Results After Switching to Telzio
- Higher customer counts thanks to SMS coupons that convert callers into in-store customers.
- Better service quality through ongoing review of recorded calls for coaching.
- Stronger loss-prevention efforts by retaining call evidence.
What’s Next
South Bay Lube plans to expand its Call Flows with additional SMS campaigns and refine routing logic as new locations come online. Their journey shows how a flexible, feature-rich phone system can turn everyday calls into measurable business growth.
Ready to see how Telzio can do the same for you? Chat with our team and start designing your own Call Flow today.