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Case Study
Read MoreStonebriar Case Study:
Jiffy Lube Drives 19,575 More Car Visits Monthly with Revmo AI
Overview
Stonebriar Auto Services, LLC, led by Executive VP Steve Isom, is among the fastest-growing Jiffy Lube franchisees in the country, now operating 114 Jiffy Lube locations. Having already seen success with Revmo AI’s voice agents and 24/7 call-handling solutions, Stonebriar aimed to build on that momentum to increase monthly car counts and optimize coupon delivery. Crucially, Stonebriar also wanted to maintain meticulous compliance with the latest Telephone Consumer Protection Act (TCPA) regulations for text messaging.
For more background on the growth and innovation at Stonebriar’s Jiffy Lube, see: PR Newswire: Revmo AI and Stonebriar Auto Services, LLC Expand Collaboration to 109 Jiffy Lube Locations.
The Challenge
Following a successful pilot rollout of Revmo AI phone agents—improving after-hours coverage and driving more service appointments—Stonebriar noticed a few emerging challenges:
1
Stricter TCPA Guidelines for Text Messaging
With updated TCPA rules, Jiffy Lube needed to ensure that all marketing and promotional texting programs remained fully compliant. This meant revisiting how coupons were delivered, ensuring they had express written consent (especially for marketing texts), and providing clear opt-outs for all communications.
2
Increased Complexity of Incoming Calls
As more calls were successfully answered 24/7 by Revmo AI, store representatives were receiving a higher volume of complex or nuanced calls that required human expertise. Transfer volumes started to rise, and Stonebriar needed better tools to analyze and manage which types of calls should be handled by AI vs. store teams.
3
Coupon Delivery and Attribution Issues
Stonebriar recognized that their coupon delivery strategy was not producing optimal redemption rates—some messages weren’t arriving consistently, and the team lacked clear attribution metrics to measure how texted coupons performed at the store level.
“Our priorities are simple: increase car counts, drive more revenue, and stay compliant with the latest industry regulations. We knew Revmo AI could help us get there, but it required new innovations and a dedicated solutions engineering approach.”
—Steve Isom, Executive VP of Stonebriar Auto Services
The Revmo AI Solution
Stonebriar “called on the Revmo AI solutions engineering team to see what improvements could be made” and found a true partner. Revmo AI proposed a three-part plan:
1
Enhanced Prompting and AI Upgrades
- Latest Prompting with Added Knowledge and Pricing:
Updated call flows ensure that the AI can provide more accurate service recommendations, estimate pricing, and answer routine questions—freeing human staff for specialized calls. - Conversations Analytics Center (CAC): Revmo AI introduced its new CAC featuring self-healing Large Language Model (LLM) conversation scoring. This tool continuously monitors AI interactions, identifies conversation bottlenecks, and automatically improves responses for better customer engagement.
2
AI Live Call Transfer Listen with Anomaly Reporting
- When more complex calls need to be transferred, store teams can now monitor and review these conversations in near real-time. The system flags anomalies—such as repeated misunderstandings or immediate hang-ups—so managers can quickly address and fix issues.
3
Revmo Coupon Delivery & Attribution (Introducing “Revmo OfferLink”)
- New Feature: “Revmo OfferLink” provides a robust way to send, track, and measure coupon deliveries, all within TCPA-compliant guidelines.
- TCPA Compliant Texting: The feature automates written consent capture for marketing messages, includes clear “Reply STOP” opt-out language in every offer text, and maintains an internal do-not-contact list for unsubscribes.
- Attribution & Retargeting: Detailed reporting allows Jiffy Lube to see which customers received, opened, and redeemed coupons. This data powers new marketing campaigns and helps retarget customers more effectively.
Ensuring TCPA Compliance
Drawing on guidance from the [Revmo AI TCPA Compliance Guide], Stonebriar implemented the following best practices to align with updated regulations:
- Prior Express Written Consent: Before sending promotional coupons, customers must opt in through a clear consent process (e.g., checking a box on a signup form or replying “YES” to an opt-in text).
- Clear Opt-Out: Every marketing text includes easy instructions to unsubscribe, ensuring immediate removal from the campaign upon a “STOP” message.
- Separation of Transactional vs. Marketing Texts: Transactional messaging, for example, requests for hours of operation do not include promotional language. This separation ensures that any marketing messages only go to those who have explicitly opted in.
- Consent Record-Keeping: Revmo AI’s system automatically records the date, time, and method of each customer’s consent and retains those records for compliance audits.
Implementation and Execution
The Revmo AI team worked closely with Stonebriar to roll out these enhancements. Using data from the new Conversation Analytics Center, they identified which call categories triggered the most transfers and why coupon delivery rates varied across locations. Armed with this analysis, Stonebriar and Revmo AI:
- Refined Greeting Scripts
Updated the AI’s opening messages to incorporate TCPA best practices and leverage behavioral economics to encourage coupon acceptance. - Fine-Tuned Call Categorization
Used the CAC’s insights to redirect certain service types (e.g., complex diagnostics calls) more efficiently, reducing unnecessary transfers. - Launched “Revmo OfferLink”
Rolled out the new feature to all 114 Jiffy Lube locations, standardizing coupon delivery and providing a centralized coupon attribution dashboard.
“The Revmo AI team’s dedication to making improvements was incredible. They never treated this like a simple vendor-client arrangement; they were a true partner, diving into the data with us to find solutions that really moved the needle.”
- Steve Isom, Executive VP of Stonebriar Auto Services
19,575
Additional Car Visits
70%
Improved Call Handling
Results
After launching these initiatives, Stonebriar Jiffy
Lube saw tangible operational and revenue gains:
- Coupon Delivery & Redemption
Best redemption rates since implementing Revmo, resulting in an additional 19,575 car visits per month across 114 locations. - Improved Call Handling by 70%
The AI more accurately identified and resolved routine inquiries, leaving store reps free to handle high-value interactions. - Enhanced Store Visibility
Real-time call transfer data and anomaly flags empowered managers to spot training needs and operational bottlenecks that were previously hidden. - Expanded Marketing Opportunities
With Revmo OfferLink tracking who receives, opens, and redeems coupons, Jiffy Lube built a new marketing audience for follow-up promotions, further lifting car counts.
Conclusion
By embracing TCPA-compliant messaging practices, upgrading to Revmo AI’s latest Conversation Analytics Center, and deploying the new “Revmo OfferLink” feature, Stonebriar Auto Services significantly boosted customer engagement, improved service efficiency, and realized impressive gains in monthly car counts.
Key Takeaways
- Data-Driven AI Enhancements lead to better call handling and lower transfer rates.
- TCPA-Compliant Texting & Coupons drive sustained growth while increasing compliance posture.
- Real-Time Insights & Attribution enable continuous improvements in marketing and store operations.
Book a demo and see how Revmo AI can increase your car
count and ensure TCPA compliance
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