Development of CRM systems and programs for auto repair shops and service centers

In the field of car maintenance and repair, speed, transparency and efficiency are not just advantages, but a critical necessity. The work of a car service is always associated with complex business processes that include many stages – from customer registration to spare parts accounting and delivery of finished cars. Therefore, automation of service stations using digital technologies is an important business tool.

The implementation of CRM for car service helps to create a continuous and structured flow of information. Thanks to such a tool, service centers and car service stations can not only improve the level of service, but also significantly reduce the cost and time of operations. CRM for workshops is a step into the future, where technology works for your success.

AVADA MEDIA provides services for the development of CRM systems for a car service that will help you build a strong relationship with each client, providing a personalized approach and quality service.

CRM (Customer Relationship Management) is a customer relationship management tool that allows you to automate and optimize many processes in the work of a car service. From service scheduling to parts accounting and sales analysis, it can all be combined in one ecosystem.

Key advantages of the program for the operation of a car service

Car service automation

The CRM system for service stations significantly reduces the burden on administrators and employees, allowing you to automate customer registration, order formation and spare parts accounting. Automation of the work station frees up employees’ time for more important tasks, and also minimizes the number of errors.

Improving service and communication

The CPM system for service stations saves the entire history of customer service, allowing you to personalize the approach to each visitor to the car service. An individual approach, fast service and quality service increase customer loyalty and encourage them to come back again and again.

Increase sales

With the help of car service automation software, you can identify new sales opportunities and increase the average receipt.

Warehouse management

Individually developed for service stations, CPM is also an accounting program for car services, which provides control of spare parts balances, automatic updating of information about the availability of parts and integration with suppliers.

Error reduction and transparency

Thanks to a single database, with CRM, the car service eliminates situations with confusion in records, forgotten requests or invoicing errors. The program for creating orders/work orders for a car service significantly reduces the impact of the human factor on the quality of service.

Performance analysis and reporting

A CRM system for a car service allows you to conduct financial analytics, track the productivity of employees and assess the profitability of services. Detailed reporting allows you to analyze the efficiency of the car service and make informed decisions.

You definitely need to develop a program for a service station if:

• the number of applications and customers increases, and accounting is carried out manually, which leads to data loss and errors;
• it is necessary to reduce paperwork, simplify service management and speed up order processing;
• information about customers, repairs, spare parts is stored in different tables or notebooks, which makes it difficult to access it;
• want to have full control over all the processes that your car service includes: the program will keep accurate records of consumables, control revenues and calculate the profitability of the business, make informed decisions based on data;
• you want to increase the number of customers and their loyalty;
• strive to improve the service station service – CRM will help you implement personalized service and monitor the quality of services provided.

The modern program for car service has a very wide range of functionality, it takes over the management of:

• customers – formation of customer databases, interaction history, segmentation according to various criteria;
• sales – creation of commercial offers, placing orders, control of accounts receivable;
• stocks – keeping records of spare parts, automatic formation of orders for suppliers;
• service – creation of orders for repair and maintenance (the ability to do this through the website or mobile application), a program for calculating the cost of car service work, automated SMS or email notifications to customers about the status of repairs or scheduled maintenance;
• marketing – sending email newsletters, SMS newsletters, creating promotions;
• analytics – detailed reporting on the efficiency of the car service, assessment of the efficiency of employees, analysis of the workload of the service, forecasting of resource needs;
• warehouse – integration with suppliers, spare parts accounting, control of consumables;
• finance – payment accounting, control of financial flows, automatic generation of reports;
• personnel – control of work performance, a program for calculating standard hours for a car service.

A service station is not just a technical workshop, but a comprehensive service business, where logistics, technical expertise, customer service, material accounting and finance come into contact. For each area of the service station, there are its own production lines, queues, time standards, roles of personnel and risks.  can take into account the specifics of any services. We will analyze the basic and advanced requirements for the management system in the context of the main areas.

CRM functions for car diagnostics

Service stations that specialize in computer or mechanical diagnostics need maximum accuracy in recording the results and effectively organizing the queue of customers. Diagnostics is the entry point of most orders. Mistakes at this stage lead to incorrect selection of spare parts, repeated repairs or customer dissatisfaction. The following functional modules will be useful for a master receptionist, electrician, motorist, diagnostician:

• digital diagnostic cards, that is, custom templates by type of car/brand with fixation of indicators, error codes, comments;
• integration with OBD-II scanners and diagnostic stands for automatic data reading;
• saving the history of checks for each car in the protocols;
• generation of PDF reports for clients with a convenient UI, the ability to send them by email;
• Creating a repair order based on diagnostic findings.

CRM Functions for Body Repair

This is the most time-consuming and regulated type of work, which often takes place with the participation of insurance companies. Service stations specializing in body repair work with long-term cases, require accurate accounting of materials (putty, paints, consumables), coordination of stages with the client and insurance companies.

• a module for step-by-step planning of work with fixation of photos before / after;
• management of stocks of paints, consumables, parts;
• integration with repair estimate calculators;
• a module for communication with insurance companies and storage of documents;
• notifications to customers about the readiness of the car or delays.

The program for a car body service can also have advanced functionality:

• visual repair editor for fixing damage on the body diagram, linking photos;
• control of each stage of work: defect detection → welding → painting → polishing → assembly;
• automatic calculation of the amount of paint, consumables, tools;
• service for insurers: a separate office with documents, certificates of completion, photos and statuses;
• quality control of services – checklists for accepting a car after painting, an interface for evaluation from the client.

CRM functions for corporate services (fleets)

For companies that have a large fleet, it is critically important to see the service history of each unit of transport, have access to the current schedule of technical inspections and quickly coordinate repairs. To do this, CRM software for car service and service stations should include:

• a complete register of vehicles with VIN codes, mileage, maintenance schedule;
• integration with telematics and GPS trackers for automatic mileage updates, overheating, errors;
• financial analytics of costs and maintenance costs for each car;
• automatic generation of acts of work performed;
• centralized creation of service requests in the corporate account;
• reminders about technical inspections, environmental standards, permits.

CRM functions for tire fitting and seasonal tire storage

This is a seasonal service, so the key task of CRM is to inform customers in a timely manner and optimize appointments. The necessary functionality of a CRM system for tire fitting:

• accounting of customer tires while maintaining the size, brand, wear, seasonality and storage location;
• automatic tire change reminders (SMS, messengers, email);
• accounting for the remains of tires, wheels, accessories and consumables;
• launching seasonal campaigns with personal offers;
• online registration for service;
• customer tags: summer/winter tires, car type, date of the last tire fitting.

CRM features for auto tuning

Tuning is a creative and long-term process. And this is not a renovation, but a project that requires clear planning, communication with the client and visualization. The program for car services of this type will have the following functionality:

• catalog of tuning options with photos, 3D models and prices, attaching renders, sketches, final photos to the order card;
• individual design according to the wishes of the client, coordination of each change (for example, LED headlights, body kit, interior reupholstery);
• timeline of project implementation with stages;
• financial planning (prepayment, milestone financing, automatic invoices) and budget negotiation;
• gallery of ready-made cases;
• documentation for each project (spare parts, suppliers, guarantees);
• warehouse management of custom components: supplier catalogs, price lists, balances.

CRM Features for Auto Electrics

Repair of electrical systems of modern cars is always associated with complex diagnostics, specific solutions, requires careful maintenance of work history and accurate accounting. The program for accounting for a car service with the services of an electrician can have the following functions:

• maintenance of a database of electrical circuits by car brands and models and diagnostic results;
• accounting for the replacement of electronic components, modules;
• knowledge base for common errors and solutions;
• Archive of repairs by VIN: the entire history of electrical work, replacements, calibrations;
• control of the time of execution for each type of work;
• serial accounting of units/modules: ECU, BCM, sensors, IMMO codes;
• CAN, LIN, K-Line connection protocols: interfaces and adapters;
• attaching OEM technical documentation and recommendations.

CRM features for a car service with field service

This format involves customer service at their location. This is convenient for customers, but significantly complicates logistics, planning and quality control of the work performed.  The key functionality of CRM for service stations with such a service is:

• intelligent planner taking into account geolocation, workload of masters, time to complete the order and type of service;
• integration with Google Maps/Waze for optimal route planning, calculation of the expected time of arrival;
• mobile interface for the master – with access to tasks, service history, with the ability to record the results of work (photos, comments, client’s signature);
• creation of acts of completion, reports and online payment directly on the spot via POS or QR.

CRM functions for maintenance and repair of electric vehicles

Electric vehicles are a new technical cluster with completely different priorities: electronics, batteries, firmware. Standard CRM solutions usually do not take into account these features.

• accounting of batteries and charging systems: their type (Li-ion, LFP, etc.), capacity, charge cycles, residual life and tracking of the warranty period, service history, temperature regimes;
• connection to OEM systems to read data on battery status, errors, latest firmware updates, charging status through integration with API manufacturers (e.g., Tesla, Nissan Leaf, BYD);
• for its own charging station at the service station, the management system controls access and tariffs, saves the charging history and integrates with customer accounts;
• specialized checklists: inspection data sheets for high-voltage systems, battery cooling, inverters, electric motor, BMS;
• monitoring the status of batteries and recommendations for their replacement.

To create an effective and reliable CRM for a car service , modern technologies and frameworks are used:

• programming languages: Python, JavaScript (Node.js, React.js) – to ensure flexibility and scalability;
• databases: PostgreSQL, MongoDB – for reliable storage of client data;
• cloud technologies: AWS, Google Cloud – for uninterrupted operation and data storage;
• API integrations for connecting to payment systems, SMS mailings, accounting programs (for example, 1C).

The program for service stations and car services is developed in several stages, each of which is part of a clear strategy.

1. Analysis of needs and business processes

Car service automation always begins with the study of the specifics of the car service: typical operations (car acceptance, diagnostics, repairs, car delivery), current records management processes, spare parts accounting, financial accounting and reporting, as well as the definition of key performance indicators (KPIs) and main problems.

2. Development of technical specifications

The technical specification includes all the requirements for the functionality of the program for working in a car service, integrations, design and future scalability of the system. At this stage, key modules and their interaction, user access levels, tools for project implementation, deadlines are determined and an estimate is made.

3. Design and prototyping

At this stage, the logical structure of the future control system is formed. Developers create an interactive prototype that allows the customer to assess how the program for the car service will look and work in practice. The main modules, their interconnections and the level of access for different categories of users are also determined. At this stage, it is important to take into account all the features of the business processes of the car service in order to avoid errors in the final development.

4. Interface design

At this stage, UX design is created using visual elements of the CTO, CRM should have simple navigation, provide quick access to information and convenient use on different devices. UI design should be modern and concise, consistent with the corporate style of the company.

5. Programming and development

Programmers implement the project in accordance with the terms of reference using a certain technological stack. This is the stage of writing program code, which consists of backend and frontend parts, database implementation, integration with external services (1C, payment systems, SMS mailings, etc.).

6. Testing

At this stage, the online program for car service undergoes comprehensive testing: QA engineers check the correct operation of all modules, conduct load tests, fix bugs, and optimize performance. Testing includes both manual verification and automated tests, which helps to identify hidden errors and guarantee the stability of the system in real conditions of the car service.

7. Release and implementation

After completing the testing of the CRM, the car service can place it on its server or in cloud storage and gradually implement it into operation. Be sure to train personnel so that employees and managers can effectively use all the capabilities of the system.

8. Support and development

After the implementation of the accounting program for a car service, the support and maintenance stage is no less important than the development itself. It ensures the smooth operation of the system, continuous improvement and adaptation to changing business needs:

• adding new modules and integrations;
• consultations for users, assistance in solving difficulties;
• regular updates and security improvements.

It is quite possible to turn a car service into a well-oiled car, where each client feels like a VIP client. Forget about chaos and missed opportunities. AVADA MEDIA offers an individual approach to the development and implementation of CRM systems for car services. We provide dedicated development teams that are engaged in the development of CPM from scratch and the adaptation of existing solutions, taking into account all your requirements and business features. We understand that each car service is unique and have extensive experience in the field of CRM development for the car business, which allows us to create effective and convenient programs for you.

We provide not only development, but also implementation, staff training and technical support. If you already have a program for car service services, we can modify and adapt it to your business processes