AU Limitless

TRACKER

After speaking to many of our clients, we discovered that one of the biggest challenges they had was keeping customers updated, as their vehicle progressed through the service

department.

On the day a customer drops their vehicle off, the challenge begins in getting relevant and up-to-date information back to the customer throughout the day.

After speaking to many of our clients, we discovered that one of the biggest challenges they had was keeping customers updated, as their vehicle progressed through the service

department.

On the day a customer drops their vehicle off, the challenge begins in getting relevant and up-to-date information back to the customer throughout the day.

Through our partnership with CitNOW/RTC, we developed a service tracker, via our app, that gives the customer progress updates as and when their vehicle progresses through the service department. They can also send/receive messages from their assigned service advisor on the day, allowing them to ask any questions/queries that may need clarifying.

This module is a true game-changer in managing the expectations of the customer and frees up valuable time and resources within the service department, providing cost savings and further departmental efficiencies.

The tracker has an array of settings to allow administrators to create/edit and delete the appropriate service steps. These allow the administrator to match whatever workshop management system they use, to help pair incoming service statuses.

You can also tailor the availability of your service advisors, Mon - Sun and the the times that suit.

As with any integration with other systems and partners, it is helpful to track and create an audit trail of what the source data is.

We ingest source data, but always make sense of it logically, before we actually use it and especially if it is presented to the end customer.

We create audit logs for data, so, we can monitor the external service and data quality, but also potentially use it to work with our partners to tweak and alter, based on the use of the actual data.

As with any integration with other systems and partners, it is helpful to track and create an audit trail of what the source data is.

We ingest source data, but always make sense of it logically, before we actually use it and especially if it is presented to the end customer.

We create audit logs for data, so, we can monitor the external service and data quality, but also potentially use it to work with our partners to tweak and alter, based on the use of the actual data.

For the service advisors, their customer conversations appear in the logged in area of the admin portal. Each service advisor is automatically assigned customers by the workshop check in process.

a laptop computer sitting on top of a white desk

As customer advisors are not always staring at their monitors, when a new message from a customer comes in, browser notifications are enabled, plus emails are sent to the customer advisor if they are away from their machines. We have also done integrations with MS Teams and Slack, so we can send messages to the group that all service advisors may be a part of, so everyone knows that there is a message from a customer waiting. We wanted to ensure customers were interacted with in a reasonable timeframe, but also wanted to ensure the process fit into the normal daily practice that the service advisor was used to.

Full transcripts of all conversations are stored as per the data retention policy of the organisation, so full transparency for both sides is available.

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+44 (0) 1244 378544

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