Case Study:
How Australia's award-winning auto service network built trust through digital transparency
Key Results:
- 15%+ Average Repair Order increase within first 90 days at pilot location
- Higher approval rates: customers review photos/videos with family, call back to approve full repairs
- 100x simpler customer conversations with visual proof via text messages
- Complete protection against false damage claims with before/after documentation
- Franchise-wide consistency and measurable excellence across network (85 NPS, 2025 Canstar Blue winner)
The Company
JAX Tyres & Auto is a leading Australian franchise network with an 85 NPS, five-star customer rating, and the 2025 Canstar Blue “Most Satisfied Customers” award and 2025 Finder “Customer Satisfaction Award”.
Their promise? “Peace of mind driving” delivered through trust, transparency, and professionalism.
Over seven years, JAX transformed from product-centric to customer-focused. But, rapid growth created a new challenge: How do you scale excellence across dozens of franchisees without losing what makes you special?
The Challenge: An Industry Wide Problem
Like shops worldwide, JAX faced the automotive industry’s biggest obstacle: customer distrust. Every recommendation faced resistance due to the pervasive “dodgy mechanic” stereotype.
At the Store Level
Daniel Spiteri, Franchisee at JAX Tyres & Auto Narellan:
- Phone-based approvals meant telling customers “You need $2,000 of work” with zero visual proof
- Constant pushback: “Do I really need all of this? What can wait?”
- Hours spent verbally explaining complex issues
- Zero protection when customers claimed damage
At the Network Level
Leadership faced a different challenge. Steve Grossrieder and the executive team had built an award-winning culture, but growth threatened to dilute it:
- How do you maintain consistency across a rapidly expanding network?
- How do you turn culture into measurable, repeatable behaviors?
- How do you prepare customers for increasingly complex vehicle technology?
JAX Tyres & Auto focused on what mattered most: choosing the right tools, not the biggest bundle. With Autoflow, shops aren’t boxed into “all or nothing” software packages. You can start with the products that make the biggest difference for your team, keep things simple, and add more capability over time—at your pace.
The irony? JAX was already doing this thorough “JAX Inspect” inspections. That value was just locked away on paper, invisible to customers.
“I meet a lot of suppliers and a lot of people all the time. I very rarely get surprised, but I definitely got surprised by Autoflow and their team – not just because they were coming to solve a problem, but because the culture of their business and our business were just spot on from day one.”
The Solution: Finding the Right Partner
When Steve Grossrieder met the Autoflow team, he found an unusual cultural alignment that went beyond product features, noting that both organizations were laser-focused on the customer experience, “spoke the same language” despite being in different countries, and were jointly focused on problem-solving and execution. Steve calls Autoflow a “unicorn implementer” and true partner, not just a vendor.
What JAX Implemented
Autoflow’s Digital Vehicle Inspection (DVI) platform became the cornerstone of their transformation:
- Photo and video documentation of every vehicle
- Color-coded results (Red = urgent, Yellow = monitor)
- Digital delivery via SMS for instant customer review
- Real-time job tracking for accurate ETAs
- Before-and-after documentation in work orders
- Quality control forms integrated into every job
The platform digitized JAX’s already-strong inspection standards and made trust measurable across the entire network.
The Implementation: When Franchisees Compete to Go First
Pilot Phase Reality
Dan Spiteri was skeptical. A self-described “creature of habit” who’d run processes the same way for six years, he worried digital inspections would slow his busy shop.
Within the first 90 days at one of JAX’s pilot locations, one shop saw an ARO (Average Repair Order) increase of 15+% due to DVIs being viewed by customers. And, this location was just getting started with implementing Autoflow.
Early challenges were real:
- Taking photos and videos initially slowed the team
- Service advisors double-entered data into two systems
- Technical hiccups and adjustment pains
But the team pushed through with an incremental approach:
- Started with mechanical jobs, then expanded to tyres and alignments
- Trained technicians on thorough walk-around photos
- Reset customer expectations at vehicle intake
The Breakthrough: Transparency Between Customers and Technicians
Technicians became the strongest supporters. Why? Before Autoflow, customer questions felt like their integrity was being questioned. After Autoflow, their work was finally visible and defensible. Everything was transparent, and customers could see exactly what they saw.
From Friction to Flow
Within 18 months:
- New habits formed and productivity recovered completely
- Autoflow worked closely to address localization issues (spelling, date formats, terminology)
- Once integrated with existing systems, double-handling disappeared
- The shop became “much easier, much quicker” according to Dan
The ultimate validation? Dan left for a month-long trip. The shop ran smoothly without him, led by his manager and a team fully aligned on the new process.
The Unusual Part
Typically, technology rollouts face resistance. At JAX, it was the opposite. Franchisees helped design the customer-centric strategy. Now, they’re driving the tech that supports it and are pushing for implementation.
The Results: Store-Level Transformation
Higher Approvals
Dan sees a clear pattern. Customers sometimes initially decline recommended repairs but then review the inspection with family. And, within ten minutes, they call back to say,: “Just do it all.” Dan adds, “That happens more often than not thanks to the digital vehicle inspection pictures and videos.”
Within the first 90 days at one of JAX’s pilot locations, one shop saw an ARO (Average Repair Order) increase of 15+% due to DVIs being viewed by customers. And, this location was just getting started with implementing Autoflow.
100x Simpler Conversations
Asked if he’d go back to phone-only approvals, Dan’s response is, “Not a chance.” His life as the person between technicians and customers is now “100 times simpler” due to less pushback on quotes, shorter and focused phone calls, and customers who are equipped with the needed insight to make confident decisions.
Protection That Pays Off
A customer claimed new bumper damage after a tyre service. Instead of panic, Dan confidently pulled up the digital inspection. The damage was documented before work began. The customer apologized immediately. Before Autoflow, this would have been Dan’s word against the customer’s. Now, he has objective proof.
Customer Impact
When JAX started texting customers about quality control checks, the response was consistent: fascination that a shop documents QC, surprise that many had never heard of it, and vocal appreciation for how this sets JAX apart. This transparency quickly became a differentiator that customers actively talk about.
“From a consumer’s perspective, we’re really going to focus on that customer connection. I think Autoflow is going to help us do that in a very structured, systematic, routine way.” – Steve Grossrieder, JAX CEO
Network-Wide Impact
Measurable Excellence at Scale
JAX successfully links NPS/CX scores to store profitability. Autoflow makes inspection quality, communication, and transparency consistent enough to measure across the network.
Future-Ready
As vehicles become more complex, Autoflow helps JAX educate customers visually, guide decisions clearly, and maintain human connection in a digital world.
The Bottom Line
JAX maintains agility while building scalability. Every store delivers premium, relationship-driven experiences with consistency—powered by technology that matches their culture.
Key Takeaways
For Shops
Technology amplifies culture; it can’t fix a broken one. Get culture right first, then find tools that keep up with your values.
For Networks
Involve your frontline in strategy. JAX’s franchisees demanded the tech because they helped build the vision it supports.
For Implementation
Accept short-term friction for long-term transformation. JAX’s team endured double-entry and slowdowns because they believed in the outcome.
For Partnerships
Choose partners, not just products. Cultural alignment and collaborative problem-solving accelerate success more than any feature list.
Increase Your Average Repair Order (ARO)
Data collected from Golden Rule Auto Care, a certified Autoflow user.
Real data from real shops just like yours.
Looking Ahead
JAX believes they’re only at the first stage of what’s possible with Autoflow. With award-winning satisfaction, engaged franchisees, and a partner aligned on culture and strategy, they’re accelerating rollout to maximize every customer interaction.
Steve Grossrieder’s vision: JAX doesn’t just want to keep up with technology; they want to lead their customers through it.
Daniel Spiteri’s take: There’s simply no going back to life without photos, videos, and digital inspections.
