Centralized Service Scheduling Solution
for Manufacturers and Distributors
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Ensuring a consistent and user-friendly experience across various channels, with a focus on customer self-service.
Enabling OEMs to manage and control the customer lifecycle effectively.
Allowing for efficient resource management and providing customers with certainty when booking an appointment.
A ready-made solution that is quick to deploy, with easy integration into OEM apps, brand websites, dealer systems, and OEM pricing guides.
Carmen's centralized service appointment scheduling system integrates various customer and dealer interfaces to provide a seamless and efficient booking experience.
Customers can initiate the service appointment process through the OEM customer app or the OEM website, selecting their preferred dealer from the available options.
This system ensures a uniform appointment booking process across different channels, including dealer websites, which are linked back to the OEM site for consistency and ease of use. The Carmen dealer web application interface for service advisors and BDC supports direct bookings when customers call the dealer, ensuring that all entry points lead to a standardized and streamlined scheduling experience.
The system's architecture highlights the collaborative management between OEMs and dealers. While the primary interfaces, such as the OEM customer app and website, are managed by the OEM, dealer websites and direct dealer interactions via the Carmen dealer web app are co-managed to maintain consistency.
The unified appointment booking platform connects these interfaces, facilitating real-time updates and efficient capacity management through the dealer DMS. Additionally, the system supports comprehensive OEM reporting, providing detailed insights into dealer performance and customer behavior across various levels, from individual dealers to national overviews.
This integration enhances operational efficiency, customer satisfaction, and overall resource management.
One of the primary challenges is the fragmentation across different booking systems used by OEM brand apps, dealer websites, and other channels. This fragmentation leads to inconsistent customer experiences, where customers might face varying interfaces, procedures, and service levels depending on the platform they use. Such inconsistencies can erode customer trust and satisfaction, making it harder for the OEM to maintain a cohesive brand image.
Current booking systems often rely heavily on the manual work of service advisors and Business Development Centers (BDCs). This manual process can lead to difficulties in booking appointments, with customers experiencing long wait times or miscommunication. The complexity and inconvenience can result in customer frustration, leading to a potential loss of business as customers seek alternatives that offer a more streamlined and user-friendly experience.
Managing resources effectively is another significant challenge. Without a centralized system, dealerships struggle with underutilized capacity, overbooking, or uneven distribution of service appointments. These inefficiencies lead to increased operational costs and lower profitability. Service advisors might be overwhelmed during peak times and underutilized during off-peak periods, making it difficult to optimize labor and resource allocation.
Integrating a new centralized service appointment scheduling system with existing dealer management systems (DMS), OEM apps, brand websites, and other digital platforms can be complex and resource-intensive. Ensuring seamless data flow between these systems is critical for real-time updates, accurate scheduling, and maintaining the integrity of customer and service data. The challenge lies in developing robust APIs, ensuring data security, and managing the diverse IT environments across various dealerships and OEM networks.
Carmen provides a unified booking system that integrates with OEM brand apps, dealer websites, and customer interfaces. This standardization ensures a consistent and seamless customer experience across all platforms, reducing discrepancies and confusion. Carmen's user-friendly interface minimizes the need for manual work by service advisors and BDCs, streamlining the booking process and reducing potential frustrations.
Carmen enhances operational efficiency with its automated workshop capacity management system, optimizing resource allocation and reducing underutilized capacity. This helps dealerships lower costs and improve profitability. Additionally, Carmen simplifies integration with existing systems through its robust API framework, ensuring seamless data flow, real-time updates, and accurate scheduling, addressing key challenges in deploying a centralized service appointment system.
Carmen offers seamless integration with OEM data lakes, ensuring real-time, event-based reporting capabilities. This integration allows for the collection and analysis of vast amounts of data, providing valuable insights to improve decision-making processes.
Carmen generates individual reports on workshop and dealer performance, as well as customer behavior. These reports provide an in-depth look at key performance indicators, helping to identify areas of improvement and opportunities for growth.
Reports can be tailored to various organizational levels, including specific dealers, areas, zones, and national overviews. This multi-tiered approach ensures that relevant data is accessible to the appropriate stakeholders, facilitating targeted actions and strategies. Reports are generated on a monthly basis, offering regular updates and trend analysis.
Carmen provides reporting dashboards that can be customized to display OEM-requested data points. These dashboards offer various access levels, ensuring that each user sees information pertinent to their role. The dashboards are user-friendly, enabling quick and easy access to critical data without the need for extensive training.
Reach out to our team for a demo, analysis of existing infrastructure and data sources, and to start collaborating on your centralized service appointment scheduling system.
1. Stakeholder meetings to discuss project goals, requirements, and expectations.
2. Detailed project plan, outlining the scope, timelines, and milestones.
3. Resource allocation including personnel, technology, and budget, to ensure successful implementation.
Implementing a pilot solution at a limited number of dealerships in a selected country or region to test and refine the system.
Expected pilot outcomes:
1. Positive customer experiences and feedback to fine-tune the system.
2. Improved scheduling efficiency and better resource utilization.
Phone number, email, VIN, registration, (Full name - only on the dealer interface)
VIN or registration.
Yes.
Yes, we offer to the customer at time of appointment the option to have a recall completed during their visit, with a disclaimer that some recalls require parts and the recall will be completed based on parts availability.
Yes, requires OEM data feed.
Yes, based on time and mileage.
Yes,.
Text message or push notification to the OEM app.
Yes.
Yes.
Yes.
Yes.
Yes, in Poland.
Yes, both online, through Carmen academy and in store if requested.
Yes, except for centrally managed OEM requirements. They cannot change messaging or customer interface OEM branding
Yes.
Yes.
Yes.
Yes.
Yes.
Yes.
Yes, via APIs directly into the OEM data lake.
Recall information and updates, accessories (general or VIN specific), extended warranty, service plans, warranty information.
Yes.
Yes.
Yes.
