PON: ​Optimising workflow & customer satisfaction with mobile technology

Improving customer satisfaction

Pon Automotive was looking for a partner that could help with their digital strategy. Our solution adds efficiency for service managers at dealers while increasing customer satisfaction by adding transparency.

​Design to optimize

​Touchwonders designed and developed the Mobile Service Assistant that support service advisors and mechanics in their daily tasks, while adding transparency for customers. The application connects directly to the dealer management system for vehicle & customer data. By sharing photos & videos customers can get a close look to the labor needed and executed on their vehicle.

​Dealer Management System

​The MSA application supports service employees by showing up-to-date information about vehicle, customers and work-orders from the dealer management system.

​Supporting service managers

​The intake shows vehicle specific questions and operations that will be written to the work-order. Customers sign for the needed work by adding leaving their signature on iPad.

​Mechanics can take photo's and video's with the app and add these to a work-order.

Transparency for customers

​Mechanics can take photo’s, videos and suggest products to customers by adding them to the work-order with the app. All remarks & repairs can be viewed in a customer portal which is remotely accessible for customers. Here they can view the photo’s, videos and product suggestions made by the mechanic

A continued cooperation

PON and Touchwonders have been working together since 2014. We started with the concept and continued with design, development and lifecycle management. Touchwonders developed the application, the connections with the dealer management system, a user management system and portal website. Currently over 150 dealer locations across 6 brands use the application enabling 600+ users to streaming their workflow while increasing sales and customer satisfaction.

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