ZG Service Centre — UK Automotive Service Platform
About the Client
ZG Service Centre
United Kingdom
10–50 employees
The Challenge
Service bookings were managed over the phone and on paper, causing scheduling conflicts and lost enquiries.
Customers had no visibility into job progress — leading to frequent chase-up calls and frustration.
Technicians received job details verbally, with no structured system for accessing vehicle history or logging work.
The admin team spent significant time manually coordinating between customers and workshop staff.
Our Approach
Mapped the full end-to-end service journey — from customer booking to technician job completion and invoice.
Designed a three-portal system: Admin, Customer, and Technician — to serve each role's distinct needs.
Focused on real-time status updates as the core feature, directly addressing the biggest customer pain point.
Planned a phased rollout, starting with the Admin and Customer Portals, then extending to the Technician Portal.
The Solution
Customer Portal: Online service booking, vehicle document upload, estimate review and approval, real-time job tracking, and invoice history.
Admin Portal: Booking and schedule management, technician job assignment, estimate approvals, pricing configuration, and revenue reporting.
Technician Portal: Assigned job queue, vehicle service notes, inspection photo and report uploads, job status updates, and admin communication.
Automated notification system alerting customers at every key job milestone — received, in progress, ready for collection.
Integrated digital invoicing, reducing payment follow-up time by over 60%.
Results & Impact
"Since launching the platform, our workshop runs like clockwork. Customers love being able to track their vehicle in real time, and our team spends less time on admin."
ZG Service Centre Management
UK Automotive Services
