How Camel Express Car Wash Automated 98% of Tickets and Hit an 18% Downsell Capture Rate with Support Agent

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Hear from Tyler Slaughter, CEO and COO of Camel Express Car Wash, as he shares how their team uses Support Agent to automate support tickets, increase downsell capture, and deliver a better customer experience. 

About Camel Express Car Wash

Camel Express Car Wash operates five locations in Nashville, Tennessee. Their mission is simple but powerful: “to deliver the greatest car wash experience every single time.”

Automating Customer Support with Support Agent‍

Before implementing Support Agent, Camel Express Car Wash struggled to keep up with incoming calls and support tickets.

“I was looking at a lot of data and noticing that 99% of the phone calls that came at our location were not being answered. As a customer, when I call a business, and nobody answers—that does not deliver a good experience.”

That’s when he was introduced to Support Agent. Since implementing the tool, the impact has been dramatic.

“Through implementing the customer portal and then now the Support Agent with Rinsed, we've been able to automate over 98% of our tickets.”

Driving Retention with Consistent Downsells

In addition to customer support, the Support Agent also helps the Camel Express Car Wash team retain members through automated downsells.

“A big part of the Support Agent that I really like is we train and teach our members how to downsell customers, educate them that they may be in the top package, we can move them down to the bottom package… Let us discount your membership for the next three months and then we'll bring it back to full price. We can't be consistent with that. [Support Agent] is consistent every single time and to date, she is at an 18% capture rate on downsells.”

Unlocking Staff Potential by Freeing Up Time

By automating phone calls and support issues, Camel Express Car Wash has been able to redeploy their staff to higher-impact work.

“Our sales director, Devario, is fantastic in the field. You literally can watch the capture rate rise, whatever site he goes to. But as we've grown and our membership's grown and our businesses got busy, I've had him answering phone calls at a desk… Now that we put in Support Agent and it's taking care of about 98% of everything that comes in, I'm putting him back in the field three days a week. And it's amazing to watch what that's done for the company.”

Support That Goes Beyond Tickets

Support Agent integrates directly with their POS system & The Car Wash CRM to handle more than just ticket creation.

“What they don't get with a lot of the companies is the true tie-in to the CRM. It manages it. It does not create tickets that you have to have somebody do. It sells memberships, it downsells memberships, it pauses memberships, it takes care of customers.”

A Partner in Service and Culture

For Tyler, the benefit of working with Rinsed goes beyond automation and AI.

“My favorite part of partnering with Rinsed is kind of the forgotten side that I say you guys don't talk about enough and that's how great your customer service is. The automation is a big piece for us. And then, you know, the culture of Rinsed, the people that you hire, the way you take care of customers. It's hard to explain, but they all tie well together.”