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Customer Journey & Workflow

The complete customer experience from booking to post-service follow-up.

Journey Stages​

Stage 1: Booking & Scheduling​

Entry Points:

  • Online Booking Widget - Embedded on your website
  • Direct Shop Page - worxflow.io/shop/your-shop
  • Phone/Walk-in - Staff creates appointment
  • Mobile App - Coming soon

What Happens:

  1. Customer selects service category
  2. Chooses available time slot
  3. Provides vehicle information
  4. Receives confirmation email/SMS
  5. Gets reminder 24 hours before

Stage 2: Arrival & Check-in​

Process Flow:

  1. Customer arrives at scheduled time
  2. Service writer greets and verifies appointment
  3. Vehicle inspection performed
  4. Digital inspection report created
  5. Customer reviews findings

Key Features:

  • QR code check-in (coming soon)
  • Digital inspection with photos
  • Real-time status updates
  • Automatic loyalty point tracking

Stage 3: Service Authorization​

Decision Points:

  1. Inspection Results - Visual report with photos
  2. Cost Estimate - Transparent pricing breakdown
  3. Authorization - Digital approval process
  4. Alternative Options - Priority repairs if needed

Customer Communication:

  • SMS/Email updates at each stage
  • Photo evidence of issues
  • Clear pricing with no surprises
  • Option to approve/decline items

Stage 4: Service Execution​

While You Wait:

  • Real-time progress tracking
  • Technician updates
  • Parts status visibility
  • Estimated completion time

Communication Touchpoints:

  • "Work has started" notification
  • Updates on any delays
  • Additional authorization if needed
  • "Ready for pickup" alert

Stage 5: Completion & Pickup​

Checkout Process:

  1. Final quality check completed
  2. Invoice automatically generated
  3. Payment processed (multiple options)
  4. Loyalty points awarded
  5. Keys and vehicle returned

Payment Options:

  • In-person card/cash
  • Online payment link
  • Stored payment methods
  • Fleet billing accounts

Stage 6: Post-Service​

Follow-up Activities:

  • Thank you message sent
  • Service summary provided
  • Next service reminder scheduled
  • Review request (after 48 hours)
  • Loyalty rewards updated

Status Progression​

StatusCustomer SeesWhat It Means
Scheduled"Appointment Confirmed"Booking successful
Confirmed"We're expecting you"Shop verified appointment
Checked In"You've arrived"Vehicle received
In Inspection"Evaluating your vehicle"Diagnosis in progress
Pending Approval"Review & approve work"Awaiting authorization
In Progress"Work underway"Service being performed
Quality Check"Final inspection"Ensuring quality
Ready"Ready for pickup"Service complete
Completed"Thank you!"Vehicle picked up

Communication Channels​

Automated Messages​

  • Booking Confirmation - Immediate
  • Reminder - 24 hours before
  • Check-in Welcome - On arrival
  • Work Started - When approved
  • Ready for Pickup - When complete
  • Thank You - Post-service
  • Review Request - 48 hours later

Two-Way Communication​

  • SMS conversations with service writer
  • Email with attachments (invoices, reports)
  • In-app messaging (coming soon)
  • Phone calls for urgent matters

Loyalty Integration​

Points Earned​

  • Service Completion - Base points per dollar
  • Service Categories - Multipliers for specific services
  • Referrals - Bonus for new customers
  • Reviews - Points for feedback

Rewards Available​

  • Tier Benefits - Automatic discounts
  • Badge Achievements - Special recognition
  • Exclusive Offers - Member-only deals
  • Priority Service - Skip the line benefits

Customer Portal Features​

Self-Service Options​

  • View appointment history
  • Track current service status
  • Access vehicle service records
  • Download invoices
  • Manage payment methods
  • Update contact preferences
  • View loyalty points balance
  • Schedule next appointment

Mobile Experience​

  • Responsive design for all devices
  • Quick actions for common tasks
  • Push notifications (coming soon)
  • Digital wallet integration

Data Privacy & Security​

Customer Information Protected​

  • Secure payment processing (PCI compliant)
  • Encrypted communications
  • GDPR-compliant data handling
  • Opt-in/out preferences respected
  • Data retention policies
  • Right to deletion requests

Best Practices​

For Shops​

  1. Set accurate service durations - Prevents delays
  2. Update status promptly - Keeps customers informed
  3. Use photo documentation - Builds trust
  4. Respond to messages quickly - Shows professionalism
  5. Follow up consistently - Encourages loyalty

For Customers​

  1. Book online when possible - Faster check-in
  2. Provide accurate information - Better service
  3. Respond to authorization requests - Avoids delays
  4. Set communication preferences - Get updates your way
  5. Leave reviews - Helps shop improve

Coming Soon​

Future Enhancements​

  • Mobile app with full features
  • Video inspection reports
  • AI-powered service recommendations
  • Predictive maintenance alerts
  • Integration with vehicle telematics
  • Virtual service advisor
  • Cryptocurrency payments
  • Carbon offset tracking

This journey is designed to provide transparency, convenience, and trust at every step of the auto repair process.