Recommended Customer Work Flow

Starting with the customer’s inquiry, Garage Hive provides a complete workflow to follow until the customer’s job is completed. Here’s a quick overview of the process:

Customer Call Your Garage

When a customer calls your company, they might be calling to:
    Request a quote - Create a quote for the customer using  Estimates  and send it via email or  Customer Online Authorisation .
    Book routine maintenance - The customer may request to schedule their vehicle for a specific date; utilize  Online Booking Setup  and  Customising Vehicle Reminder Dates  to send future maintenance reminders.
    Enquire about vehicle issues - For example, squeaking brakes. Request the customer bring the vehicle in for  Vehicle Inspections  to provide a quote and identify any additional issues.


The Vehicle Arrives at Your Garage

When a customer brings their vehicle into the garage, follow these essential steps:
    Open the vehicle job (as earlier booked) from the  Welcome to the Role Centre  or the  Using the Service Schedule .
    Mark the vehicle as being on-site.
    Assign  Managing Key Numbers  to the vehicle’s key.
    Verify that the customer’s information is correct, including phone number, name, and address.
    Allocate a technician to the vehicle.


Vehicle Handover to Technician

When the technician receives the vehicle, they need to:
    Check on tasks from their phone or tablet using the Microsoft Dynamics app.
    Clock in for the work that has been allocated to them.
    Perform  Vehicle Inspections  using the checklist templates, adding notes and images to the vehicle inspection template.
    Clock out of the job after confirming that everything has been captured as planned.


Vehicle Inspection Estimate and Authorisation

The service advisor can now:
  • Create a  Vehicle Inspection Estimate. 
  • Communicate it with the customer via  Customer Online Authorisation  for approval.

When the work is approved:
  • A new allocation is created by copying the authorised groups from the VIE (Vehicle Inspection Estimate).
  • A Jobsheet is created.
  • The technician can begin working on the allocation


Job Completion

When the job is finished, ensure the following:
    Double-check for any red flags on the item lines, refer to  Understanding the Jobsheet Line Checker Notifications , and verify that the pricing is correct.
    Contact the customer via call, email, or SMS to inform them that the job is finished and they may come to pick up their vehicle.
    Update the jobsheet’s status from finished to ready for collection.


Customer Vehicle Pickup

When the customer arrives to pick up the vehicle:
    Choose the ready-for-collection tile to see the jobsheets in a list view.
    In the list, you should be able to see:
  • Jobsheet No
  • Vehicle Reg
  • Make
  • Model
  • Customer Name
  • Jobsheet Value
If not visible, personalise the list to these columns so you can inform the customer of details without opening the jobsheet. Refer to  Personalisation of Garage Hive .
    Print the jobsheet/invoice to give to the customer (if necessary).


Customer Survey

Conduct a survey after the job is completed.
Upon completion of the work, the customer receives a  Customer Survey  to gather feedback on their experience. This helps in determining the NPS score, which is a measure of customer loyalty and satisfaction.


Globe with Meridians English (UK, IE, IM and IZ). To find documentation in other regions where Garage Hive operates, click  here.