“With Auxo Workshop, I’d say we save at least an hour a day on admin. That’s huge. And on top of that, we’re reducing mistakes because customers are entering in their own details. That accuracy and time savings make a big difference.”
When Robert Jiang first picked up the BP Redcliff business back in 2011, he wasn’t planning on building one of the area’s go-to workshops. What began as a small service station with a one-car workshop and a single mechanic quickly grew into a thriving business employing multiple technicians and a steady stream of loyal customers.
Robert’s journey in the automotive industry has been a story of steady growth, learning, and adapting to change. Over the past 14 years, he has worn just about every hat there is: mechanic, manager, and now business owner. Today, his workshop team is led primarily by Scott, who runs the day-to-day operations with three other mechanics, but Robert still jumps in whenever needed.
The path to success wasn’t always smooth. Along the way, Robert had to navigate the challenges of shifting technology and keeping up with customer expectations.
When Robert first started out his workshop ran on SAM, an Auxo Software system still used by a lot of shops today. At the time, it did the job well, but it also came with some challenges. Since it was installed on local hardware, Robert had to be physically present to manage the business admin.
“I remember those days,” Robert recalls. “It was great at the time, but looking back, if something happened to the computer, you risked losing everything. It was slow, you had to back up data manually, and it just wasn’t easy to manage when you weren’t on site. But that’s just how things were.”
As an MTA member, he likes to support local software, and he’s always been impressed with how Auxo continues to update and develop products to keep up with technology demands. When they introduced a web-based version, webSAM, Robert was quick to try it out. “It was a good step in the right direction,” Robert says. “It meant I could check in on things from outside the workshop. It felt lighter and easier to use.”
But over time he began to notice some gaps. His main frustration was the lack of automation. Customers would make bookings through his website, which sent the details to his email. From there, Robert or his staff would have to manually re-enter the information into webSAM, then follow up with the customer again by email or text.
“That process meant we were double or triple handling information,” he explains. “And with all that manual handling, mistakes happen. Wrong phone numbers, wrong names, wrong emails. It wasn’t a great customer experience.”
Cloud systems were becoming the norm, and he knew he needed something modern that could save time, reduce mistakes, and meet customer expectations for speed and convenience.
That’s when he learned about Auxo’s brand new software, Auxo Workshop.
“What impressed me straight away was the online booking system,” Robert says. “Customers can scan a QR code or book from Google. They fill in their details and select from service templates we’ve set up. The booking goes to our system for approval, and we reply with SMS or email straight out of our system. No more double entry. No more mistakes from copying information. It just saves us so much time.”
The time savings were invaluable. “With Auxo Workshop, I’d say we save at least an hour a day on admin. That’s huge. And on top of that, we’re reducing mistakes because customers are entering in their own details. That accuracy and time savings make a big difference.” For Robert, time back means more time focusing on customers, more time for the team to get through jobs, and less chance of overtime at the end of the day.
Service templates also opened up opportunities to upsell. Customers can select additional options when booking, and Robert’s team can build in common jobs like brake checks or servicing. He can even add seasonal specials or discounts to move the needle.
Any new system comes with a learning curve, and Robert’s team was no different. Scott and the mechanics had been used to doing things the old way, with the SAM system and more manual processes. “At first they were hesitant,” Robert admits. “But once they started using the app, they immediately saw the benefits. They can log on to see their jobs for the day, add notes, and keep everything in one place.”
The transition is still ongoing, but Robert says the team is adapting well. “The first week, everyone was excited and using it a lot. Then it slowed down a little because old habits take some time to change. But overall, they like it. We just need to keep encouraging them, and I know it’ll become second nature.”
One of the features Robert values most is Auxo’s built-in AI support system, Axel. Axel has the ability to answer lots of questions about Auxo Workshop, provide step-by-step instructions, and he can reply in a variety of different languages.
“Axel is amazing,” he says. “Most of the time, 90% of my questions can be answered just by chatting with him. And if I still need help, Axel passes me on to Auxo’s support team and they get back to me really quickly. That’s a big improvement over the old days of manuals and guesswork or waiting for a ticket to be resolved.”
For Robert, this level of support is part of what makes Auxo stand out as a New Zealand-owned company. “I feel proud that we have a Kiwi business developing this kind of world class system. It works, it’s reliable, it’s modern and it shows we’re on the right track.”
Like many business owners moving to a new system, Robert had some concerns about data transfer. His old invoices, customer records, and stock lists needed to come across accurately.
“There were a couple of quirks,” he explains. “For example, some invoices came across as paid when they weren’t. That just meant doing a bit of manual checking to clean things up. My advice to others would be to use the migration as an opportunity for a spring clean. Get your stock right, update your customer records, and get rid of the old data records you don’t need anymore. It’s like moving house,” he laughs. “You don’t want to take all the junk with you.”
Today, Robert is excited about the future. His workshop continues to grow, his team is getting more comfortable with Auxo Workshop, and he’s seeing the benefits of a modern, cloud-based system every day.
“I encourage everyone to use Auxo,” he says. “Once you start, you’ll love it. It’s cost effective, it’s smart, and Kiwi-built. For me, it feels like we’re one step ahead now, and that makes me proud.”
With lower costs than his previous system, improved efficiency, and the confidence of knowing he’s backed by a supportive, local company, Robert’s journey shows how the right technology can transform a business. From those early days of a one-car workshop to a thriving modern business, Auxo Workshop has become an essential part of his success story.
