Brought main-dealer digital service capability to an independent garage
Helped an independent automotive business modernise its operations using Microsoft Dynamics and mobile technology, enabling technicians to capture vehicle information, record inspection videos and communicate findings directly to customers.
The garage wanted to modernise its customer experience and improve the way vehicle inspections and service information were recorded and communicated.
Main dealers were increasingly providing customers with digital inspection updates, including technician-recorded videos showing faults, wear and recommended work. The independent garage wanted to provide a similar level of transparency and professionalism without introducing an expensive or overly complicated technology environment.
Existing processes were largely manual, making it harder to capture information consistently and communicate findings to customers quickly.
I approached the requirement as a business-process improvement project rather than simply an IT deployment.
Microsoft Dynamics was introduced to provide a more structured platform for managing customer and operational information, while tablets were deployed for technicians so information could be captured where the work was actually taking place.
The workflow enabled technicians to record inspection findings and short videos at the vehicle, allowing the garage to provide customers with clear visual evidence of recommended work rather than relying solely on a telephone explanation.
The focus throughout was on keeping the technology straightforward enough to become part of the technicians' normal working process rather than creating additional administration.
"The technology was only valuable if it improved the way the garage worked and made the customer experience better."
— Phil Mason, MSN IT
Want results like this?
Book a call