[OP-TIK-A]

Ted / Customer

When Ted pulls into his driveway with his damaged Aston Martin he immediately calls his repair shop, "You Wreck it, We Fix It Exotic Repair", owned by Joe. He schedules to have his car picked up from his residence the next day.

The next morning at work, Ted is pleased to receive an automated email notification informing him that his car has been picked up and transported to "You Wreck it, We Fix It Exotic Repair".

As part of the [op-tik-A] solution, Joe, the shop owner, established a level of expectation with Ted early in the process, whereby minimizing any confusion or unnecessary calls. Joe explains when, and how often Ted will receive notiifcations keeping him informed throughout the repair process.

Joe / Shop Owner

Meet Joe, he owns "You Wreck it, We Fix It Exotic Repair". Joe has a lot of business repairing and servicing exotic cars. In fact, he is a leader with exotic repairs in the area, and has the reputation of providing a high-quality repair which differentiates him from his competition.

Joe understands his clientele, and understands that the typical exotic car owner is both discerning and demanding.

Implementing [op-tik-A] was an easy decision to make, as customers are notified at every phase of the auto repair process, from intake, to assessment, to repair to detailing, to delivery.

In fact, if something does get missed, Joe has the ability and visiblity to see everything for any project in his shop, even if he is at the beach. This level of flexibility allows Joe to be connected and have the ability to change the course of repairs in remote locations as needed - ensuring exceptional service.

Diana / Service Manager

Meet Diana, the shop service manager. Her job is to ensure that the clients, and their exotic cars, get the absolute best customer service possible.

As soon as Ted’s car was brought to the shop, Diana assigned an RFID to his project and entered it into the [op-tik-A] system. This action immediately generated an email notification to everyone assigned to the project including Ted, giving him peace of mind that the car was at the shop and being taken care of.

Since deploying [op-tik-A], Diana has heard from countless customers on how much they appreciate being notified in real time of the status of their vehicle. Not only has it made her job a lot easier: she has fewer customer inquiries to field which allows her to focus on other internal process improvements.

Albert / Insurance Agent

Meet Albert, he’s an Insurance Agent that processes claims. Albert works with "You Wreck it, We Fix It Exotic Repair" so often that he is constantly calling and/or driving to the shop to understand the status of his claims. Sometimes he arrives at the shop, only to find the status of his customer’s vehicle remains the same as his last update.

In Ted’s case, Albert receives the same real-time communications, eliminating any confusion, and saving him time physically driving to the shop. Albert’s job as an insurance agent, already requires a lot of calls, [op-tik-A] significantly reduces this number, allowing Albert more time to spend with other potential customers. He wishes all his customers were using the [op-tik-A] solution!

Joe, as management, has the ability through [op-tik-A], to gather metrics, view and/or perform analytic functions, determine the status of each project, evaluate employee performance, understand the average time for project completion, and overall health of his customer service performance for any given project in his shop. Providing this level of evaluation helps answer Albert’s many questions in helping him determine the overall claim.

Louis / Auto Detailer

Meet Louis, the auto detailer who works at "You Wreck it, We Fix It Exotic Repair". Louis just finished a complete detailing for Ted’s Aston Martin. It looks amazing! After Louis parks Ted’s vehicle in the underground garage, he hands the keys to Diana, informing her that the vehicle is ready for pickup.

Diana, the service manager, has the option to send Ted a notification prior to detailing, providing a window of when his vehicle will be ready, or she can send notification when it has been completed. [op-tik-A] provides the flexibility to automate custom messages, providing a more immediate pickup, versus having Ted’s vehicle wait for his arrival. Depending upon the shop, the level of customer service they want to provide, options are available to provide ‘just-in-time’ immediate pickup, or a delayed response.

Diana, as she anticipated Ted’s vehicle to be completed 5 hours after notifications were sent, Ted was able to arrive at the shop shortly after Louis parked his vehicle. Immediate delivery was provided in this case, and Ted was ecstatic!

Ted / Happy Customer

Ted was ecstatic when he picked up his vehicle. He’s got his Aston Martin back and in pristine condition. He really appreciated the [op-tik-A] solution notifications that he received throughout the repair process informing him of what was going on. In fact, Ted was surprised that a shop would take an active role in not wasting his time standing around waiting for his vehicle to be completed. When he arrived, keys were immediately handed to him, a quick quality control was performed having Ted look at the previously damaged area, showing the amazing results from repairs. In addition, Albert, his insurance adjuster was standing by, as he received the same notification which allowed him to be present when Ted took delivery of his repaired vehicle. To Ted’s surprise, he was back on the road in less than 20 minutes after completing all of the necessary paperwork.

Joe / Shop Owner

Joe, the shop owner, has seen a remarkable change in customer satisfaction with integrating the [op-tik-A] solution. He has also seen a change in his staff as they are able to focus on their work, rather than handling customer inquiries. This was not a bad thing because [op-tik-A] provides real-time communication and transparency to the shop’s customers and anyone involved in the project - keeping everyone on the same page.

In this scenario, Diana was an integral piece of making Ted’s overall experience a success. She was able to pre-plan and orchestrate how people were notified, anticipating common processes to send notifications prior to completion, ultimately having Ted receive his vehicle in the most efficient manner. At the end, Ted had the best experience which he shared on social media to all of his connections, only providing "You Wreck it, We Fix It Exotic Repair” more business, and a distinct advantage from their competition.