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Learn how customers utilize Cinch tools, features, and channels to maximize their business results.

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Transforming Frustration into Satisfaction

An Interview with ACE Jiffy Lube

ACE Jiffy Lube’s challenging custom-coded HubSpot CRM led them to seek a more manageable solution. Cinch met their needs with its user-friendly, drag-and-drop functionality.

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Winner of the 2023 Jiffy Lube International Award for Marketing Excellence, ACE Jiffy Lube services an average of 750,000 vehicles per year.

Name:
Mathew Andrews

Position:
Director of Marketing

Company:
ACE (Atlantic Coast Enterprises), Jiffy Lube Franchise

Number of Shops:
66 

Q: Tell us about your company.
A: We are ACE, a mid to large size Jiffy Lube franchise with 66 stores. At Ace, we have a reputation amongst Jiffy Lube International for being innovators and pushing initiatives forward.

 

Q: What were some of the challenges you experienced that made you start looking for a solution like Cinch?
A: One huge hurdle was our CRM at the time, which was HubSpot. HubSpot was built out for ACE over four years. We hired about three or four different developers, all adding custom lines of code. Our CRM was this web of code, but nothing was native within the platform. It wasn’t easy to enhance.

The crux of the change was wanting software that we could manage in-house, with more control.

 

Q: What first sparked your interest in Cinch?
A: Justin Rae (Cinch CEO) and I connected and talked about the Cinch platform. When the timing was right, I knew Cinch could work for us and we made the switch.

 

Q: Walk me through your experience with Cinch so far? Is it delivering as expected?
A: Cinch delivered on the expectations, for sure. We wanted a turnkey platform where we could drag and drop to create journeys with sensible, clear fields and if-then statements. That’s definitely been fulfilled. We’ve loved the ease of building out journeys.

 

Q: Which Cinch elements do you find most valuable?
A: When using HubSpot, we paid about $120,000 a year for a separate third-party program that allowed dynamic content to populate within an email based on certain triggers.

We wanted to build out those dynamic variables and triggers within Cinch and eliminate the other vendor, which we’ve been able to do. That’s huge.

Another great feature is the dynamic fields and being able to marry them with invoices. With HubSpot, if I wanted to send an oil change reminder, it was a manual guessing game. We would send an email about six months after a customer completed an oil change, hoping it lined up with the vehicle being due.

Cinch has calculators built in that determine the oil drain interval of every vehicle. Now, we’re able to send out email reminders more deliberately rather than guessing when the customer is ready for their next oil change.

Overall, our favorite elements are native functionality, ease of use, in-house management, the level of customer service, and replacing additional vendors.

 

Q: What channels or journeys are you finding success with?
A: One channel that we’re kicking off is text programs, which we can connect to our email journeys as well. It’s going above and beyond our initial expectations of the platform.

We’ve had an issue at our stores with phone calls. It’s a gamble if the phone is going to get answered. We looked at the numbers and saw tens of thousands of phone calls being missed every quarter.

Now, when someone calls the store or leaves a voicemail, they get a welcome message that includes an invitation to text us for coupons. This process has given us transparency because the coupons are attributed within the Cinch platform. We can see how many people came in thanks to the coupon text program.

 

Q: Have you noticed an improvement in your data’s hygiene since switching to Cinch?
A: Yes, we’ve definitely noticed the difference. Cinch has given us a ton of visibility into duplication issues. For example, we pulled up one record for 1234 Main Street that had hundreds of services tied to it. Our team members had been adding dummy addresses into the system during customer transactions. So, we were able to tell the field to stop allowing dummy addresses and improve our hygiene scores.

HubSpot was really difficult to manage data hygiene and to look for duplicated records like that.

 

Q: On a scale of one to ten, how easy is it to use the Cinch platform?
A: I’d say a three or a four. Anyone can pick it up. Cinch has tutorials and pop-ups that explain how it works and what each feature does. That’s valuable.

 

Q: Would you recommend Cinch to others?
A: I would recommend it to anyone, for sure. HubSpot was complicated, code heavy, and we needed a specialist to get anything done. Cinch distills all that into a drag-and-drop platform that pretty much anyone can use.

Empowering Online Reputation Management

A Case Study with PestCo

PestCo struggled with managing online reviews across multiple locations. Cinch provided a solution through automated review management, streamlining responses for positive and negative reviews.

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PestCo provides both residential and commercial pest control services. Every service they provide is backed by 70+ years of experience.

Name:
Eldon Nelson

Position:
Marketing Director

Company:
Pestco

Number of Shops:
39

Managing Reviews Across Multiple Locations 

PestCo, a leading pest control company, faced a common challenge in the digital era—how to actively and efficiently manage online reviews across multiple locations.

With some team members hesitant to request reviews and the daunting task of responding individually to a growing number of reviews, PestCo turned to Cinch to streamline their review management process and boost their online presence.

 

The Challenge: Review Requests and Timely Responses 

PestCo faced a dual challenge in managing their online reputation. First, despite delivering exceptional service, some team members were not proactive in soliciting customer reviews, resulting in a stagnant review count. The reluctance of certain service providers to actively seek feedback hindered PestCo’s ability to showcase the excellent work being done.

Second, even when reviews were received, the process of responding individually became overwhelming for their content creator. With responsibility for multiple locations, addressing each review manually proved to be a time-consuming task, diverting valuable resources from other crucial aspects of the marketing strategy.

 

The Solution: Automation in Action 

Cinch’s automated review flow and communication tools became pivotal in overcoming the obstacles PestCo faced.

Streamlined Review Responses:

PestCo’s content creator faced a daunting task of individually responding to reviews across 39 locations. Cinch’s platform provided a solution by allowing automated responses for positive reviews rated 4 stars and above.

The content creator created 15 rotating auto-messages, significantly saving time and enabling her to focus on other essential tasks, such as content creation.

When a negative review is received (3 stars or less), the platform triggers an immediate notification to the relevant manager.

This feature empowers PestCo to address customer concerns promptly and discuss feedback with the employees involved, ensuring a swift and effective resolution.

We wanted to build out those dynamic variables and triggers within Cinch and eliminate the other vendor, which we’ve been able to do. That’s huge.

Another great feature is the dynamic fields and being able to marry them with invoices. With HubSpot, if I wanted to send an oil change reminder, it was a manual guessing game. We would send an email about six months after a customer completed an oil change, hoping it lined up with the vehicle being due.

Cinch has calculators built in that determine the oil drain interval of every vehicle. Now, we’re able to send out email reminders more deliberately rather than guessing when the customer is ready for their next oil change.

Overall, our favorite elements are native functionality, ease of use, in-house management, the level of customer service, and replacing additional vendors.

Results-Driven Text Campaign:

In the first month of implementing Cinch, PestCo experienced a remarkable 200.92% increase in reviews. The results were further amplified by a targeted text campaign facilitated by the Cinch team, resulting in 328 reviews.

This represented a staggering 219 more reviews compared to the same month the year before.

Better Marketing Automation, Better Results

40%   Open Rates

Threshold Automotive Services

40,000   Text Subscribers

Oil Changers

17%   Ticket Average

Griffin Fast Lube

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Grease Monkey is the nation’s largest independent franchisor of automotive oil change centers. Threshold Automotive Services manages five locations.

Name:
Skooter Byrnes

Position:
Marketing Director

Company:
Threshold Automotive Services, a Grease Monkey Franchise

Favorite Features:

  • Automated Journeys
  • Text Campaigns
  • Email Campaigns
  • Direct Mail

Saving Valuable Time with Automation

With Cinch, I don’t have to constantly be on the platform to make sure everything is working. I can just set it and let it go. It frees up a lot of time to focus on other things. For me, that’s invaluable. 

If you are considering Cinch, ask yourself: Is your time valuable? Are there other projects you’d like to be able to focus your efforts on? 

We send coupons through text campaigns, then customers come into the store to redeem them. Since switching to Cinch, we’re seeing about 200 more coupon redemptions every month. That equals about $5,000 to $6,000 more revenue a month.

Prior to the switch to Cinch, our email open rate hovered around 20 to 25 percent. Within the last 60 days, we’ve had an increase to 40 percent.

With Cinch, I don’t have to constantly be on the platform to make sure everything is working. I can just set it and let it go.”

Oil Changers was one of the first operators to develop the drive-through, stay-in-your-car oil change model—with 55+ locations.

Name:
Brookelyn Miller

Position:
Marketing Manager

Company:
Oil Changers

Favorite Features:

  • Automated Journeys
  • Email Campaigns
  • Text Campaigns
  • Direct Mail
  • Data Enrichment

Customizing Your Customer Journey

Working with multiple platforms was beginning to wear on me. I couldn’t tell what was working. I needed to have one place where all of the data could funnel. With Cinch, we consolidated four different vendors into one. It was game changing for our small team. 

In Cinch, I fully customized every part of the customer journey. Now we run full oil change lifecycle customer journeys. These extra elements help me save time, touchpoints, and ultimately money.   

Cinch really gave us the tools we needed to market to customers effectively at the right time in the customer journey with our brand at the forefront. 

Our open rates used to hover below 10 percent, now they sit at almost 40 percent. More of our emails are delivered and more customers are seeing our content. 

We’ve seen a 12 percent increase in returning customers year-over-year. In six months, we were able to sign up 40,000 customers for texts, which has already brought in hundreds of thousands of dollars of revenue that we might have otherwise missed.

Cinch really gave us the tools we needed to market to customers effectively at the right time in the customer journey with our brand at the forefront.”

Griffin Fast Lube is a family owned and operated business. Our family has been a part of the Jiffy Lube family since 1999.

Name:
Bryce Cutler

Position:
VP of Marketing

Company:
Griffin Fast Lube, Jiffy Lube Franchise

Favorite Features:

  • Email Campaigns
  • Text Campaigns
  • Direct Mail
  • Data Enrichment

Get the Right Offer to the Right Customer  

Before finding Cinch, we were looking for a more dialed-in way to manage our email marketing. We wanted to deliver messages to customers when they needed them, rather than the massive shotgun approach. 

At that point, Google had flagged us, and our marketing emails were being sent to junk mail. That’s where Cinch really helped. They figured out the issue and got our Google reputation back up.

Previously, we had used companies like SendGrid, Constant Contact, and MailChimp. We were sending up to 500,000 emails a month and our open rates were less than 5 percent. 

Now we’re sending fewer emails that are better targeted and we’re seeing nearly a 50 percent open rate.  

During this process, we also noticed that stores with good email capture rates were having much higher ticket averages. This data insight helped our stores prioritize email capture moving forward. 

Running email and direct mail marketing campaigns with Cinch is easy. You can set them up and forget them, if you prefer. Or you can build the campaigns step by step, run A/B tests, and then analyze the data using the many reports that Cinch provides.   

With Cinch, you’re getting the right offer to the right customer at the right time. It’s the future of our email and direct mail marketing—and it’s the best platform to make sure our clients get the best experience. 

Before Cinch, we had around 26 customers a day. After Cinch, we’re getting up to 29 customers a day.   

Our ticket average before Cinch was $88 to $91. Right now, our ticket average is $103. 

With Cinch, you’re getting the right offer to the right customer at the right time.”