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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.






Automotive Servicing

Tech Stack/Tools

 Zendesk, Aircall


Team size



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.


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).


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.


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.