01Receive the booking requestWhatsApp · App · Call note · Walk-inCapture
Identify the customer and the vehicle from the plate or VIN. Attach the message to the vehicle record with its full service history, open campaigns and warranty status.
Create the service request and acknowledge it with a reference. Later messages stay on the same request.
A request on the vehicleCustomer, vehicle, history and the conversation in one place.
Next: qualify the job →02Qualify the job and ask for what is missingSymptoms, mileage, service type, preferred timesAI + checklist
AI reads the request, identifies the service type or symptoms, and checks the checklist: current mileage, preferred dates, pickup or drop-off, and a photo where a fault is described.
It checks the service schedule, open recalls and campaigns for this vehicle and adds them to the job. One focused request goes back for anything missing; an unclear reply hands the request to the service advisor.
Qualified → schedulingJob type, scope and constraints are known.
Unclear → advisorThe advisor sees the conversation and the gaps.
Next: propose a slot →03Propose slot, bay and technicianCapacity, skills and parts availabilityRules
Apply the workshop calendar, bay types, technician skills and parts availability to propose two slots. Offer them on the customer's channel; confirm the chosen one and reserve the bay and technician.
Parts that need ordering set the earliest slot. AI does not override capacity rules.
A confirmed bookingDate, bay, technician and reserved parts on the service request.
Next: prepare the estimate →04Prepare the estimateLabour times, parts prices, warranty and campaign coverageRules
Build the estimate from standard labour times, the parts price list, warranty and campaign coverage, taxes and the customer's terms. Warranty-covered lines are split from customer-paid lines.
AI drafts the customer-facing explanation of each line in plain language. Amounts come from the rules only.
A priced estimateLines, coverage, totals and the explanation, recorded as a version.
Next: estimate approval →05Approval A: the estimateCustomer approval on their channel; advisor on exceptionsCustomer · Service advisor
Send the estimate for approval on the customer's channel with a one-tap accept. Margin, discount or warranty exceptions go to the service advisor before the customer sees them.
Approval is tied to the estimate version. A changed estimate is sent again.
Approved → stage 6The job card can open.
Declined or no replyThe advisor follows up; the slot is released by rule after the agreed time.
Next: Open the job card and pick the parts →06Open the job card and pick the partsERP job card, parts reservation, technician assignmentRules
On the booked date the ERP opens the job card from the approved estimate, assigns the technician and issues the picked parts. Check-in notes and photos attach to the card.
Time is recorded against the card as work proceeds.
A live job cardApproved lines, parts and technician time, visible to the advisor and the customer.
Next: additional work found →07Hand over when additional work is foundConditional · Findings during the jobService advisor
The technician records the finding with a photo. AI drafts a supplementary estimate from the rules; the advisor checks it and sends it to the customer for approval A again.
Unapproved work is not done. The job card shows approved and pending lines separately.
Supplementary estimate approved or declinedThe decision and its version are on the job card.
Next: close the job and invoice →08Close the job and build the invoiceApproved lines only; warranty billed separatelyRules + AI check
On completion the ERP builds the invoice from the approved estimate lines and recorded parts and time. Warranty lines go to the manufacturer claim; the customer invoice carries the rest.
AI checks the invoice against the approved estimates and flags any line that was not approved or any recorded part not on an estimate.
A checked invoiceMatches what the customer approved, with findings for the advisor if not.
Next: invoice approval and delivery →09Approval B: invoice and delivery message, then sendWhat the customer receives, and whenService advisor
The advisor approves the invoice and the delivery message: ready time, amount due, payment options and the invoice attachment. For jobs that match the estimate exactly this can be sampled rather than reviewed one by one.
Send on the customer's channel, record delivery and payment status, and request feedback after collection.
Ready, paid, collectedThe vehicle record carries the complete job, invoice and feedback.
Where staff time is recovered
Taking booking calls, checking history and campaigns, proposing slots, writing estimates, chasing approval for additional work, and rekeying job card lines into the invoice.
What we measure in the pilot
Hands-on minutes per job, time from request to confirmed slot, estimate approval time, share of jobs with unapproved additional work, bay and technician utilisation.