Logistics and auto service · Sample scenario
Customer approval of a service estimate
After the mechanic's inspection, extra work and prices are sent to the customer with an approval link, and the choice is written to the work order automatically.
Problem
Extra work is agreed with the customer by phone and not tracked; later an "I never asked for this" dispute comes up.
How it works today
The mechanic tells the service advisor, the advisor calls the customer, gets verbal approval and sometimes forgets to add it to the work order.
What this scenario changes
The list of work and prices approved by the mechanic is taken from the service system, each item is explained in plain language and sent with an approval link. The customer selects and approves items, and the work order is updated only with the selected work. If there is no reply, paid extra work does not start.
The process step by step
- Mechanic inspection done: Mechanic records findings in the service system
- Work and price list checked: Each item is on the price list and approved by the mechanic
- Estimate written in plain language: Technical note turned into an explanation for the customer
- Approval link sent: Customer selects and approves items
- Customer approved?: Selection and approval received
- Work order updated: Only approved work is added
- Mechanic starts work: Approval record kept on the work order
Exception path
- Service manager follows up: Calls the customer and records the decision
- Only agreed work: Extra work is not added to the order
The role of AI
Turns the mechanic's technical note into a short, plain explanation for the customer; it does not change prices or scope.
Human approval and exceptions
If the customer has not replied, paid extra work does not start; the service manager contacts the customer.
Frequently asked questions
Is the work done if the customer does not reply?
No. Paid extra work starts only after the customer approves; if there is no reply, the service manager follows up.
Can AI change the price?
No. Prices come from the price list in the service system; AI only puts the explanation into plain language.
Can the customer pick only some of the items?
Yes. Each item is selected separately in the approval link, and only the selected ones are added to the work order.