Auto repair & 24/7 towing · Albany & Colonie, NY
Capitaland Auto Service case study
An Albany auto repair and towing shop whose online booking form was losing roughly 9 of every 10 people who started it.
- Client
- Capitaland Auto Service
- Where
- Albany & Colonie, NY
- Industry
- Auto repair & 24/7 towing
- Live site
- capitalandautoservice.com
The client
Capitaland Auto provides auto repair, 24/7 towing and fleet service in Albany and Colonie. Most of its customers find it on a phone, often on the side of the road, which means the website has one job: get them connected in as few taps as possible.
The problem
The booking form looked fine. The numbers said otherwise: 449 people started it and only 54 sent it. That is roughly 9 out of every 10 interested customers giving up partway through.
Two things were doing the damage. The phone-number field had strict validation, so anyone who typed their number in a format it didn't expect (with dashes, spaces, brackets or a +1) got an error and no explanation. And email was a required field, which is a strange thing to demand from someone who just wants a tow truck or a call back.
What we built
- A sticky mobile action bar with three buttons, Call, Book and Tow, so the most urgent customers never have to scroll or fill anything in.
- A phone field that accepts any format a person might type. The site cleans it up behind the scenes instead of rejecting it.
- Email made optional, so the form only asks for what the shop needs to call someone back.
- Google Analytics 4 lead tracking on calls, bookings and tow requests, so drop-off can be measured instead of guessed.
The numbers
- Before the fix: 449 people started the booking form and 54 sent it (about 1 in 8).
- The validation and required-email problems causing that drop-off were removed, and every call, booking and tow tap is now tracked in GA4.
The takeaway
Your form is part of your marketing. If you pay to bring people to a page and then lose most of them at the form, the fix is usually a few fields, not a bigger ad budget.
Visit Capitaland Auto Service ↗
More case studies
