Our Story

When I pressed 3, it rang five or six times before a person finally picked up the phone. Unfortunately, he had no idea who I was. He ended up asking my name, my vehicle model, and it’s color, only to find out that my service advisor was out to lunch. I was told he was going to call me back when he returned. I never heard back from the service advisor, so I eventually ended up having to go to the store at the end of the day. To my shock, I found that my final invoice did not have the coupon discount. I knew this process could be better!

Armed with this experience, we set about writing software that would make the job of the service advisor easier while drastically improving the customer experience.

Our Focus on Communications and Payments

With our focus on communications and payments for automotive dealers, we began writing our software. We designed it with a few basic principles :

1. We would use a “Natural Design” process, i. e. wherever possible we will not add cost to the existing workflow and add no layers to the service advisor’s already complex job.
2. All features would be designed using a Genchi Genbutsu process where you go to the place and see for yourself.
3. We would avoid redundant data entry whenever possible to integrate with the base sources of data. In this case the existing DMS systems.
4. All features would be designed using the consumers’ view of the process of repair and to build convenience into the process.

As a result, today we have a new category of software called Customer Interaction Management where we focus on the interaction of the consumers. To date, we have processed billions in payments and sent or received millions of text messages and phone calls.