Does this problem sound familiar?
✓ A customer called, but the request was never recorded;
✓ It is impossible to quickly find information about a previous inquiry;
✓ Employees keep records in different places;
✓ Some customers never receive a callback;
✓ A vehicle arrives at the workshop, but the repair order has not been created yet;
✓ The owner does not know how many inquiries are being lost every month.
Quick Summary
Client: Auto repair shop with 9 employees and around 300 inquiries per month.
Challenge: Customer requests and vehicles were tracked manually, causing some orders to be lost.
Solution: Implementation of Ulteama CRM for managing inquiries, customers, vehicles, and repair orders.
Result: Every customer inquiry was recorded in the system, and lost orders were reduced to zero.
About the Client
The auto repair shop specializes in vehicle maintenance and repairs.
Every month, the company receives a large number of customer inquiries: phone calls, repair appointments, and repeat visits.
While the customer flow was relatively small, employees were able to manage everything manually.
However, as the number of inquiries increased, it became difficult to keep track of every customer request.
The Main Challenge
Previously, new customers could come from different sources:
— phone calls;
— messaging apps;
— direct visits to the workshop;
— customer recommendations.
Customer information was recorded in different ways.
Some employees wrote details in notebooks.
Others saved phone numbers in their smartphones.
Some simply relied on memory and verbal agreements.
While the number of customers was small, this approach worked.
But as the number of inquiries grew, problems started appearing.
A customer called in the morning, asked about a repair, and requested a callback later.
The service advisor was busy with other tasks and did not record the request.
A few days later, nobody could remember:
— who contacted the workshop;
— what vehicle the customer had;
— what repair was needed;
— when the customer should be contacted.
Some customers simply went to competitors.
The owner realized that the workshop was not losing money because there was no demand.
The problem was that not every inquiry turned into an actual repair order.
Why the Old Approach Stopped Working
Manual tracking only works up to a certain business volume.
As the number of customers increases, typical problems appear:
- inquiries are stored in different places;
- employees forget to call customers back;
- communication history gets lost;
- it becomes impossible to understand how many customers never reached the repair stage;
- the owner cannot see the real sales picture.
The main issue was the lack of a unified system.
Each employee worked with only part of the information.
This meant the business depended on human memory.
What Was Done
Ulteama CRM introduced a unified customer management process:
✓ every inquiry is recorded in the system;
✓ a customer and vehicle profile is created;
✓ complete communication history is saved;
✓ inquiries can be converted into repair orders;
✓ employees can see the current status of every customer.
Now, no customer request is left without control.
What Changed
After implementing CRM, the customer management process became transparent.
When a new inquiry arrives, it immediately appears in the system.
The service advisor can see:
- who contacted the workshop;
- which vehicle is involved;
- what issue the customer has;
- what stage the customer is currently at.
If the customer is not ready to visit immediately, the information is not lost.
The team can contact them later because the entire history is saved.
For the first time, the owner gained a complete view of the customer journey:
from the first inquiry → to the completed repair.
The workshop stopped losing customers because of forgotten notes and poor coordination between employees.
Numbers
Before implementing Ulteama CRM
❌ Customer inquiries were recorded manually
❌ Some customers were lost after the first contact
❌ Finding customer information could take 5–10 minutes
❌ It was impossible to accurately calculate lost opportunities
After implementing Ulteama CRM
✅ 100% of inquiries are recorded in the system
✅ Every customer has a complete service history
✅ Information can be found within seconds
✅ Lost orders — 0 cases
Customer Quote
“Before, we thought we simply had fewer customers than we wanted. After implementing the system, we realized that we were losing some customers before the repair process even started.”
Most auto repair shops do not lose orders because they lack customers.
They lose them because they lack a structured process.
When customer inquiries are stored in notebooks, phones, and employees’ memory, some customers will inevitably disappear.
Ulteama helps create a unified system where every customer, every vehicle, and every repair order remain under control.
If you want to understand how many customers your workshop is losing at the inquiry stage and how to prevent it, we will show you how Ulteama helps auto repair shops control every customer request and every repair order.