4.7 Customer Satisfaction
Our Portfolio
Transforming Auto Repair with OxMotive’s Workflow
Copywriting·UI/UX Design
Overview
OxMotive is a mobile app + Web App built for auto repair/body shops. Its goal is to help shops track jobs, manage customer & vehicle data, send updates, do invoicing, report performance, and generally streamline what is often a messy, manual workflow.
Problem
Auto shops often face a number of operational challenges that limit their efficiency and cause friction:
- Disjointed job tracking: Many shops use paper slips, spreadsheets, or generic tools making it hard to see which jobs are in progress, who’s working on what, and where bottlenecks are.
- Poor customer communication: Customers want to know the status of their vehicle, any delays, and approximate timelines. Without automated updates or good media (photos/videos), trust and satisfaction suffer.
- Inconsistent documentation: Photos or videos before/after are often missing or scattered, which complicates quality control, guarantees, or inquiries later.
- Invoicing delays & errors: Manual invoice generation, lack of standardization, or waiting for approvals often causes delays in billing, and sometimes mistakes in billing.
- Lack of insights: Without real-time reporting, shops can’t easily see what jobs are profitable, what service types are bringing most revenue, where time is being lost, or how well multi-location operations are performing.
- Complex toolsets / over-engineering: Some existing software is too clunky, too broad, or built for large enterprises creating unnecessary complexity for small/medium auto shops.
Solution
To address these issues, we have built OxMotive with features and design priorities that directly match shop needs. The solution included:
Mobile App: Allows job updates, customer/vehicle profiles, and workflow status to be visible from mobile devices. Keeps everything in one place.
Quick Job Setup: Shops can create jobs in seconds: input customer info, select services, add vehicle details. Reduces time wasted at the front-desk or on paperwork.
Notification Updates to Customers: Automates status updates (e.g. when job moves through stages) so customers stay informed without shop staff having to manually call each time.
Instant Invoicing: One-tap invoice creation right from the app, reducing delay and chance of error. Improves cash flow
Real-Time Reporting & Multi-Location Support: Shops operating more than one location or multiple service lines can monitor performance, see which locations/jobs are lagging, and adjust accordingly. Provides management oversight.
User Roles & Permissions: Different staff roles (mechanics, customer service, admin etc) can have tailored access avoids confusion, maintains data integrity.
Outcome
- Faster job turn-around: setup through to invoicing happens more quickly.
- Better customer satisfaction: through frequent, clear communication, and visual proofs.
- Reduced errors: fewer misses in documentation, fewer invoice mistakes.
- Improved profitability: by knowing which job types or locations are most/least profitable.
- Less administrative burden: less manual work, fewer phone calls, less paperwork.
Plan of Action
- To resolve the inefficiencies faced by auto repair and body shops, the OxMotive project was executed through a structured approach focused on simplifying operations and enhancing customer experience. The plan involved:
- Requirement Analysis and Workflow Mapping: Conducted detailed research and interviews with shop owners to understand current bottlenecks in job tracking, customer updates, and invoicing workflows.
- System Architecture and Feature Prioritization: Designed a lightweight, cloud-based architecture emphasizing accessibility, speed, and real-time synchronization across mobile and web platforms.
- Mobile and Web Application Development: Built responsive interfaces that allow users to create jobs, manage customer and vehicle data, upload before/after photos, and send status notifications directly from the app.
- Automation and Integration: Integrated automated invoicing, customer notifications, and reporting dashboards to reduce manual workload and improve accuracy.
- Testing and Pilot Deployment: Implemented user acceptance testing (UAT) in select auto shops to gather feedback, validate usability, and fine-tune features like instant invoicing and performance reporting.
- Rollout and Training: Deployed the solution across multiple client locations and conducted staff onboarding to ensure smooth adoption and ongoing operational consistency.
Conclusion
OxMotive successfully transformed traditional auto shop operations into a streamlined digital ecosystem. By enabling real-time job tracking, instant invoicing, and automated customer communication, the solution eliminated manual inefficiencies and improved customer satisfaction. The mobile-first approach allowed technicians and managers to stay connected and informed at every stage of the repair process. Overall, OxMotive delivered measurable results—faster turnaround times, fewer documentation errors, and stronger profitability across single and multi-location operations.
