How Rite Wrench Turns Missed Calls Into New Customers

Every missed call had a question behind it: Was that spam, or a potential customer?

For a mobile repair operation, there’s no easy way to know, and if no one answers, that potential customer may move on.

That was one of the challenges facing Rite Wrench, a Fort Lauderdale-based mobile repair shop co-owned by Alejandro Abdala and Diego Carvallo. Rite Wrench works on trucks, trailers, and heavy equipment, often handling DOT inspections alongside PM work and repairs. With three technicians working in the field and a small office team coordinating both parts and service, the business needed a better way to make sure legitimate opportunities didn’t disappear just because someone couldn’t reach the phone in time. 

Pain Point: Missed Calls And Missed Business 

For the Rite Wrench team, every incoming phone call was a coin flip: it could be a legitimate customer seeking service, or it could be spam. For a small crew with many responsibilities, that coin flip becomes even more of a gamble — did they stop what they were doing to answer it, or let it go to voicemail? In addition, Alejandro and Diego had recently invested in some marketing, which had led to an increase in phone calls overall. 

Often, Alejandro said, it was spam. But “it can also be a new customer trying to reach us,” he said. 

The team began to wonder how many of their missed calls might actually be customers — customers who then hung up and tried another shop when Rite Wrench didn’t pick up immediately. 

“We didn’t know how much business we were really missing — a missed call could be spam, but it could also be a new customer trying to reach us.” 

Pain Point: Following Up Took Extra Time

When a potential customer did leave a message, following up could eat up additional valuable time. Before Rite Wrench could determine whether a potential job was a good fit, someone had to call the person back, figure out what they needed, gather information about the vehicle, and put together a quote. If the customer decided the price wasn’t right, all of that time had been spent on an opportunity that went nowhere.

Enter Fullbay

Rite Wrench was already using Fullbay when Alejandro and Diego bought the business, but over time they got to know more of its capabilities, including scheduling, reporting, and preventive maintenance tracking. When the team started looking for a better way to handle missed calls, they weren’t specifically looking for anyone to join them in the front office — but then Fullbay introduced Claudia, an AI receptionist that answers the phone when shops can’t. 

“Once the email from you guys came through, it was like, OK, this is a good fit for what we want to do right now,” Alejandro said. 

Result: New Customers Every Week

Before Claudia, a missed call could vanish into the void. Now, Claudia gives those callers another path forward by collecting their contact information, vehicle details, and reason for calling, so the Rite Wrench team can quickly see which missed calls are worth pursuing.

That has translated into new business. Alejandro estimates that Claudia is helping Rite Wrench add roughly one or two customers each week — an increase of about 5-10% in customer volume. And because many of those initial calls are for diagnostics or DOT inspections, they can open the door for additional work later on. 

Result: More Efficient Follow-up

Claudia makes the follow-up more efficient, too. Instead of calling someone back cold and spending several minutes figuring out what kind of service they need, the team can review Claudia’s transcript and go into the conversation with that knowledge in hand. That means less time spent gathering basic information and more time getting to the point.

For a small team juggling service coordination, parts, and customer communication, that kind of efficiency matters. Alejandro has been very pleased with Claudia in that regard: “It’s a very low-effort, high-return tool,” he said. 

“It works super well — the way it interacts and how it responds is definitely impressive. When I listen to the recordings versus the transcript in the email, we’re pretty accurate for the most part.”

Turning Missed Calls Into Business 

For Rite Wrench, Claudia has become an extra set of hands — without adding another person to the office. She helps make sure promising calls don’t disappear and gives the team the information they need to follow up quickly. She’s also already turning what would have been missed calls into new customers. For a growing mobile repair shop, that can make a real difference.

Even one additional job per month would be enough for Claudia to pay for herself, Alejandro told us. Rite Wrench is seeing much more than that. “It’s almost like adding an additional set of hands that’s helping capture some of the lost calls, which turned into actual lost revenue,” he said, when asked what he would tell other shops about the experience. “It’s basically catching all that revenue you’re missing [out] on.”

“It’s just worth it,” he concluded.

“Even if it was one additional job per month, it would pay for itself. It’s just worth it.”