5 Insights Auto Repair Shops Need to Master Customer Data with Cinch

The latest episode of Let's Chat With Auto Repair Boss showcased an insightful discussion with Gabe Davis, Partnerships Manager at Cinch. For auto repair and tire shop owners, this conversation was packed with crucial takeaways on how Cinch’s Customer Data Experience Platform (CDXP) can elevate your business by transforming your approach to customer data.

Here are the top five insights from the interview to help you unlock the true value of your data and boost your business success.

1. Clean Customer Data Drives Business Growth

“Data equals dollars,” Gabe emphasized during the interview. Organized, actionable customer data isn't just about keeping a tidy back office—it’s a game-changer.  

By collecting and maintaining complete customer profiles—names, emails, phone numbers, addresses, service histories, and more—you open the door to personalized experiences. For example, clean data allows you to send targeted messages that improve customer retention and loyalty. Whether you’re reminding a client about a declined service or offering a special discount based on their past visits, having a 360-degree customer view is essential for smarter operations and marketing.

2. Cinch Delivers Beyond Traditional CRMs

Cinch isn’t simply another CRM tool—it’s a Customer Data Experience Platform (CDXP) powered by AI and machine learning that centralizes and enhances your customer data.  

Unlike standard CRMs that can duplicate profiles or send redundant messages, Cinch ensures your data is accurate and unified. For instance, if a customer visits two of your shop locations under slightly different names (“Gabe” and “Gabriel”), many systems might create duplicate customer profiles. Cinch solves this by identifying and merging such entries, enabling streamlined communication and a seamless experience for the customer.

Customer Data: Do You Trust Your Customer Data?

3. Automation Meets Personalization

With Cinch, automation goes hand-in-hand with personalization. Gabe described this as shifting from generic “campaigns” to tailored customer journeys.  

The platform uses real customer data to time and tailor communications. For example: 

• Send reminders for oil changes or brake checks based on each customer's unique service history and driving patterns. 

• Avoid irrelevant messaging, like sending an oil change reminder to someone driving an electric vehicle.  

This level of personalization ensures every interaction feels relevant and meaningful, enhancing the customer experience and boosting engagement.  

4. Omnichannel Marketing, Simplified

Cinch takes customer engagement to the next level with a flexible, omnichannel marketing approach.  

• Text Messages and Email Campaigns: Automate timely communications that reach your customers where they are.  

• Direct Mail Options: Add a personal touch by sending physical reminders or small tokens like branded items. For instance, with Cinch’s partnership with Mailbox Power, you can send top-tier customers specialty gifts such as brownies or golf balls.  

• Targeted Digital Ads: The platform integrates with Facebook and Google, enabling highly targeted ad campaigns. By connecting ads to point-of-sale data, Cinch ensures precise tracking of ad performance and halts further targeting once a sale is made—saving you money.  

Omnichannel Marketing Automation: Smarter Marketing, Brilliant Results

5. Clean Data Can Maximize Business Value

Planning to sell your shop down the line? Organizing and optimizing your customer data today could significantly increase your business’s valuation.  

Potential buyers are increasingly prioritizing businesses with robust, well-maintained customer systems. Cinch equips you with spotless customer records and demonstrates automated, ROI-generating systems that are already in place. This positions your business as a data-driven, future-ready operation—an attractive prospect for buyers.  

Final Thoughts  

Data isn’t just an operational tool—it’s your secret weapon for growth, efficiency, and customer loyalty. Whether you run a single shop or a multi-location enterprise, Cinch’s Customer Data Experience Platform can help you streamline processes, personalize communication, and ultimately elevate your revenue.  

Don’t wait until it’s time to sell to start cleaning and optimizing your data. Organized, actionable customer information is an investment in your business's present and future.  

Full Podcast Transcript 

Cinch — The Next Step in CRM Software Capabilities (Let's Chat With The Auto Repair Boss #4) 

Jim Parker: 

Welcome to Let's Chat With Auto Repair Boss! My name is Jim Parker, and I specialize in helping people sell auto repair businesses across the country. If you’re thinking about selling your auto repair business in the next couple of years, this is the perfect show for you. You’ll learn how to position your business so it’s most likely to sell, helping you secure the best price and terms that benefit you. 

If you’re not planning to sell in the near future, this show is still valuable. We’ll share strategies to help you run your business more efficiently, improve profitability, and significantly reduce stress. Thank you so much for joining us today! 

I’m very excited because I recently interviewed Gabe Davis from Cinch. He's the partnership manager there. They offer a software program that’s amazing. It’s essentially a CRM on steroids. Gabe calls it a CDXP (Customer Data Experience Platform). It helps you maximize marketing, cut expenses, and track your customers in a way that’s both detailed and defined. 

This program is a real game-changer. I hope you enjoy the show! 

Interview with Gabe Davis from Cinch 

Jim Parker: 

Gabe, I’m really excited to have you on the show today! Thanks so much for joining us. 

Gabe Davis: 

Hey, it’s great to be here with you, Jim. It’s cold where I’m at, and I’m looking at a bunch of snow outside. But just being here with you warms me up. I’m excited to talk about this industry we both love. 

Jim: 

I love that answer! For those who are listening, can you give us a brief overview of how Cinch helps auto repair businesses in their day-to-day operations? 

Gabe: 

Totally! Our main goal at Cinch is to help auto repair and tire shop owners communicate better with their customers. We help make communication more personal, better timed, and more targeted. What sets us apart is our expertise in customer data. 

We clean customer data, match it across different sources, and give repair shops a true 360-degree view of their customers. This allows shops to send smarter communications, like targeted offers, reminders when customers are due for services, and follow-ups for reviews. 

The idea is simple but powerful—smart communication powered by smart data. 

Understanding the Value of Data 

Jim: 

The reason I wanted you on this show today, Gabe, is because data plays such a key role when selling a business. I help people sell auto repair businesses, and buyers are always focused on the value of a shop’s customer database. 

Even if someone isn’t planning to sell for years, having clean, organized data will make a huge difference. Can you talk about why data is becoming even more essential in the auto repair industry? 

Gabe: 

Absolutely. Data really is the backbone of running a modern business. There are several types of data to consider. 

1. Transactional Data: This includes things like how much a customer spent during their visit, what services they purchased, and even what services they declined (which is a growing focus in our industry). Tracking declined services is especially important because it tells you what opportunities your shop may still pursue in the future. 

1. Customer Data: This is basic information like names, email addresses, phone numbers, and physical addresses. A clean, complete database is invaluable. For example, if a shop doesn’t collect emails for 80% of its customers, that’s a huge missed opportunity for follow-up marketing. 

When your data is organized and complete, it’s not just useful for your day-to-day business. It also makes your shop more appealing to potential buyers. 

How Cinch Works Behind the Scenes 

Jim: 

This is really powerful stuff, Gabe. But for shop owners listening who might be worried about the work needed to set this up, how much input does Cinch require? 

Gabe: 

Not much at all. We connect directly to your data sources, like your point-of-sale system, shop management software, Google My Business account, and any landing pages you’re using for digital ads. 

Once the connections are live, Cinch will automatically pull in all the data in real-time. We clean, match, and organize the data for you. This means you can focus on running your shop while the software does the heavy lifting in the background. 

One cool feature is how we track data collection rates. For example, our dashboard might show that your shop currently captures email addresses for only 60% of customers. You can track progress over time as you coach your team to improve this. 

Cinch vs. Traditional CRMs 

Jim: 

Now, I know you touched on it earlier, but Cinch isn’t a traditional CRM. What makes it different? 

Gabe: 

Great question. Cinch is a CDP (Customer Data Platform), which is an evolution beyond traditional CRMs. 

Here’s an example: CRMs pull customer data from a point-of-sale system but don’t do much with it. If I visited two different shop locations under slightly different names (e.g., “Gabe” at Location A and “Gabriel” at Location B), a CRM would treat these as two separate customers. That means I might get duplicate marketing communications. 

Cinch, on the other hand, uses AI and machine learning to recognize that Gabe and Gabriel are the same person. We ensure you’re not sending duplicate messages, so you’re saving money and providing a better customer experience. 

Additionally, with Cinch, communications are smarter and more targeted. For example, reminders are based on real data, such as the customer’s driving habits, vehicle type, and past service history. 

Personalized Journeys 

Jim: 

I love how you’re calling these campaigns “journeys.” That way, it’s not just a one-size-fits-all approach. 

Gabe: 

Exactly. Every customer is on their own unique path. The software customizes communication based on data. For example, if I’m an Uber driver, I’m likely putting more miles on my car and will need reminders more frequently than someone who works from home and barely drives. 

Marketing Channels 

Jim: 

It sounds like you’re covering every channel. Are there any additional marketing methods available through Cinch? 

Gabe: 

Beyond email, text messages, and postcards, we also work with a partner called Mailbox Power. They send out specialty items like branded brownies or golf balls, which are great for thanking top-tier customers. 

Another option is integrating with Google and Facebook ads. For instance, we can add or remove customers from ad audiences based on their activity in your shop. 

Lastly, we’re working on a cool integration with a robot that can handwrite letters with a real pen for a truly personalized touch. 

Final Thoughts 

Jim: 

Gabe, this has been fascinating! Any final words for our listeners? 

Gabe: 

Just this: Data equals dollars. Whether you're using Cinch or not, make sure you’re collecting as much customer data as possible. It’s one of your most valuable assets, and keeping it clean and organized will pay dividends. 

Jim: 

Thanks, Gabe!