The full customer journey, in one system.
A multi-site dealer group connects every customer contact, channel and location in one customer journey, while its existing dealer systems stay in place and are updated in the background.
Too many screens between the customer and the workshop.
Customers reach the group at the counter, by phone, online and through the contact centre, across many locations and several dealer management systems. Scheduling one workshop visit could take up to 37 screens, which costs time and invites errors.
One customer view, fed by every system.
A central data layer holds every customer contact and keeps the existing systems updated in the background, so every team works from the same 360-degree customer view.
Central customer data
One record of every customer contact, across all locations.
Customer self-service
Customers view and update their own details on any device.
Online workshop booking
Visits booked online, also outside opening hours, with prices shown up front.
Digital work orders
Work orders go straight to the technician’s tablet.
Built around the customer, not the system.
From first contact to finished job, on one record.
- CustomerChooses the channel: counter, phone, web or contact centre.
- Customer recordEvery contact lands in one central view.
- Online appointmentPlanned on availability, with prices agreed up front.
- Work orderCreated on agreement, straight to the technician’s tablet.
- Digital approvalAdditional work shown to the customer and confirmed online.
One connected customer journey.
Less searching, more time for the customer.
With customer data, booking and work orders connected, reception teams save time, technicians no longer search for information and after-sales runs as one flow. After a successful pilot, the system is being rolled out to the group’s locations in phases.
Connect the operation. Improve the workflow.
Connected
Bring every channel and location into one customer view.
Operational
Put bookings, prices and work orders where the work happens.
Scalable
Keep existing dealer systems in place and roll out location by location.
See what a connected workflow could change in your business.
Bring your existing systems, processes and numbers. We will show you where AF-X can make the difference.
