A collision and body repair shop had a structural problem: their estimators were also their de facto receptionists. Inbound calls — status checks, parts questions, estimate requests — were consuming 40% of estimator time. Every call required tracking someone down, finding the right ticket, and calling back.
Estimate requests were arriving through three different channels with no single capture point and no follow-up system. Leads were falling through the cracks daily.
The Shift:
- From: estimators on the phone 40% of the day, status checks requiring manual hunting, estimates lost in voicemail
- To: single intake point, real-time job board, automated customer updates, and a follow-up system that runs without staff involvement
Client Objectives
The engagement was guided by clear, measurable objectives that defined success for both business leadership and IT operations.
Remove Estimators from the Phone
Free estimators from inbound coordination so they can focus on writing estimates and managing active jobs.
Centralize Job Tracking
Single view of all active jobs, status, and customer contact — no more chasing information across sticky notes and phone logs.
Automate Customer Status Updates
Customers get proactive updates instead of calling in to ask where their car is.
