Live Chat Helps Cut Support Costs by 50%

September 25th, 2015 | Anna Cheung | Customer Stories | Estimated Reading Time: 2 minutes
live chat cuts support costs by 50%

Scott Systems President, Mark Giraud, learned more than twenty years ago that live chat software is the most cost-effective means of supporting the more than 4,000 customers that use his company’s application for automotive repair shops.

“Chat was an absolute necessity,” stated, Giraud. “Prior to the chat programs, it was all phone support at very expensive rates. Chat cut our phone costs by 50%.”

It doesn’t matter whether a company is large or small; a 50-percent savings on support costs definitely improves the bottom line.

Started in 1987, Scott Systems distributes and supports its MaxxTraxx application, a comprehensive business management platform used by more than 4,000 automotive repair shops worldwide.

Being a veteran chat-software user, Giraud has researched and reviewed countless chat applications over the years. In 2011, though, Comm100 Live Chat stood out from the competition and caught his attention because of its ease of use, extensive feature base and clear-cut, positive return on investment.

“We looked at every one of the chat programs,”Giraud said. “I don’t think any even came close to Comm100 as far as I was concerned, certainly for the price.”

Scott Systems’ MaxxTraxx application integrates key auto-repair-shop components, such as point-of-sale, ordering, accounting, scheduling and other key business management functions in a comprehensive, yet easy-to-use, package. While MaxxTraxx offers auto repair shops many tools to help streamline their operations, the software has one other very important feature; it has a live-chat button integrated directly within the application. Comm100 worked with Scott Systems to design and implement a chat feature especially for the MaxxTraxx platform.

“If you click on ‘Chat Request’ on our website, that’s Comm100,” explained Giraud. “It’s built into our program as well. During working hours, shops just click on the chat button in our windows-based app.” Today, Scott Systems has a team of technicians who use Comm100 Live Chat to provide fast, responsive customer service to auto repair shops all over the globe.

Affordability was certainly a concern for Giraud when he was shopping for a live chat application. However, many other important considerations factored in to Scott Systems’ decision to choose Comm100 as their Live Chat provider. In addition to providing an excellent return on investment, Comm100’s live chat platform is reliable, scalable and increases operator and support efficiency. It was the real value that these benefits offer that ultimately influenced Giraud to choose Comm100’s platform for both the Scott Systems website and the MaxxTraxx application. With Comm100 Live Chat, Scott Systems is able to boost customer service by enabling clients who need support to speak with a live person instantly and on demand.

Every day, Scott Systems provides world-class service and support to its thousands of auto-repair-shop customers, and their partnership with Comm100 allows them to do so effectively and affordably.


Anna Cheung heads product marketing in Comm100. She spends most of her day in finding ways to have more people benefit from Comm100's products. In her spare time, she likes learning new things and sharing with others. Connect with Anna on LinkedIn.

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