Does this problem sound familiar?
✓ the service advisor does not always know what is happening with a vehicle under repair;
✓ mechanics receive information verbally from service advisors;
✓ additional work has to be approved multiple times;
✓ employees have different understandings of what exactly needs to be done;
✓ mechanics have to ask the service advisor for order details;
✓ customers receive different answers from different employees.
Quick Summary
Client: Auto repair shop with 9 employees.
Challenge: Repair information was passed verbally between service advisors and mechanics, leading to errors and delays.
Solution: Implementation of Ulteama CRM with a unified repair order and clear repair stages.
Result: Service advisors and mechanics started working with the same information, while the number of questions and errors was significantly reduced.
About the Client
The auto repair shop services dozens of vehicles every day.
Service advisors communicate with customers and create orders, while mechanics perform diagnostics and repairs.
While the number of orders was relatively small, employees could easily pass information between each other.
But as the workload increased, verbal agreements started creating more and more problems.
The Main Challenge
A vehicle arrives for diagnostics.
The service advisor explains to the mechanic what needs to be checked.
The mechanic discovers an additional issue and informs the service advisor.
The service advisor has to contact the customer, get approval, and then pass the information back to the mechanic.
At every stage, information could change or get lost.
Especially when several vehicles were being worked on at the same time.
The mechanic might ask:
“What exactly did the customer approve?”
The service advisor would start looking for a message or trying to remember the conversation.
Or the situation could work the other way around.
A customer would call the service advisor and ask what was happening with their vehicle.
The service advisor would have to find the mechanic and ask for an update.
As a result, employees constantly interrupted each other.
The same questions were repeated several times.
Sometimes, different employees had different understandings of what was happening with the order.
Why the Old Approach Stopped Working
The problem was not communication between people.
The problem was that communication was happening outside a unified system.
Information was stored:
- in phone conversations;
- in messengers;
- on paper;
- in employees’ memory;
- across different spreadsheets.
The more orders the workshop handled, the higher the risk of mistakes became.
The service advisor saw one part of the information.
The mechanic saw another.
The owner saw a third.
As a result, employees spent time not on the actual work, but on figuring out information that should already have been available to everyone involved in the order.
What Was Done
Ulteama CRM was configured as a unified workspace for service advisors and mechanics:
✓ all work is recorded in one repair order;
✓ additional work is documented in the system;
✓ work approved by the customer is immediately visible to employees;
✓ the repair status is updated throughout the process;
✓ vehicle information is available to all responsible employees.
There is no longer a need to communicate every detail personally.
What Changed
After implementing Ulteama, service advisors and mechanics started working with the same information.
The service advisor can see what stage the vehicle is at.
The mechanic can see what work needs to be completed.
If an additional issue is discovered, it is recorded directly in the order.
Once the customer approves it, the information becomes immediately available to the mechanic.
There is no need to explain the task again.
No need to search through messages.
No need to figure out who said what.
If a customer calls the shop, the service advisor can open the order and immediately see the current repair status.
The team’s workflow became consistent:
diagnostics → approval → repair → completion.
Everyone understands what has already been done and what needs to happen next.
Results
Before Ulteama
❌ information was mainly communicated verbally;
❌ employees constantly had to clarify details with each other;
❌ finding information could take up to 10 minutes;
❌ errors occurred because employees were working with different versions of the information.
After Ulteama
✅ all information is stored in one repair order;
✅ repair status is visible to all responsible employees;
✅ finding information takes just a few seconds;
✅ the number of repeated questions between employees decreased by 70%.
Customer Quote
“Previously, the service advisor was the link between the customer and the mechanic and constantly had to pass information back and forth. Now most of the information is simply available in the order. Everyone can see what needs to be done and what stage the repair is at.”
When information is passed verbally from one person to another, mistakes become part of the workflow.
A unified repair order allows service advisors and mechanics to work from the same up-to-date information instead of constantly asking each other for clarification.
Ulteama helps synchronize the team so employees can focus on repairs and customers instead of figuring out who said what.