An auto service where the customer sees everything done to their car

The problem

The service did good work, but new customers couldn’t find it on Google, and bookings were made by phone, during working hours. Inside, the paperwork, the photos of the cars and the messages to customers were scattered across paper, phones and files. A customer who left their car didn’t know what was happening to it and called to find out. Every call took time away from the mechanics’ work.

The proposed solution

I proposed solving the customer’s whole journey, from the Google search to handing the car back, not just the website. First to be found, then to be bookable at any time, and after leaving the car to see everything being done to it, without having to call.

What I delivered

• A website rebuilt for Google searches. A new structure, pages for services and types of work, and content built around the words people search for, so the service ranks well in organic results, without paid ads.
• Bookings through AI agents. The customer picks the service and the time at any hour, including outside working hours, and the booking goes straight into the service’s calendar.
• An internal app for the service’s processes. Car intake, the work order, the paperwork and the status of each job, all in one place instead of papers and files.
• Image storage. The photos from intake and from during the work are kept in order, linked to the car and the job they belong to.
• Automatic emails throughout. From car intake to delivery, the customer receives updates on their own at every important step.
• The digital service book. Each customer has an account on the site with their car’s history: what was done, when, with the related photos and documents.

The benefit afterwards

New customers can find the service on Google, and bookings come in even when the phone isn’t being answered. The customer knows at any moment what is happening to their car, so they call less, and the mechanics lose less time on the phone. Documents and photos are in one place and easy to find, and the digital service book gives customers a reason to come back to the same service.