Scheduling Operations for a Car Service Marketplace
Customer is a market-place for car servicing, connecting individuals, fleets and small businesses to repair shops and garages.
Challenge
Challenge
Challenge
Challenge
Domain
Automotive Servicing
Tech Stack/Tools
Zendesk, Aircall
Team size
3
Challenge
The appointment for car service needs to be scheduled with the repair shops and garages. This process needs to be fine-tuned so that the service appointments do not get dropped and service cycle times are minimised.
Solution
The process was mapped with the stakeholders and a team was ramped up in a very short time with the requisite skills and prior experience handling such a process. The team also got extensive training and knowledge transfer from the customer on process and software tools (Aircall, Zendesk).
Results
The team achieved steady state within a month of starting operations and the cycle times have come down considerably. The number of open/pending tickets (for scheduling) have also shown a steady downward trend indicating improved effectiveness.
Conclusion
We started with a team of 1 resource that has now expanded to 3 team members working across different process and value streams. We are in a good position to expand as the customer business is expanding.