ERP • Service
Vehicle Service Monitoring System
The Vehicle Service Monitoring System (SMSK) is an integrated digital platform designed to manage and enhance the end-to-end vehicle after-sales service experience. The system monitors the vehicle journey from arrival at the dealership, service reception and repair process, technician activity monitoring, and overnight vehicle status, through to service completion and vehicle handover to the customer. This information provides better visibility for Service Advisors, Foremen, Technicians, and Management into the status and progress of every vehicle being handled.
- Role
- ERP • Service • Vehicle Tracking • KPI Score Monitoring • KPI Monitoring
- Category
- ERP • Service
- Period
- 2024 - 2026
Project narrative
Description
Transforming After-Sales Service into a Connected Customer Experience
Category: Automotive • After-Sales Service • Digital Transformation • Vehicle Tracking
Role: Project Management & Product Enhancement
Scope: Nationwide Dealer Network • Workshop Monitoring • Customer Experience • Service Performance
The Vehicle Service Monitoring System (SMSK) also serves as a centralized service monitoring platform used across a nationwide automotive company dealer network. Management can monitor service performance through various indicators and service scores, enabling more consistent evaluation of service quality across dealerships. This operational data helps identify bottlenecks, improve workshop productivity, and promote standardized after-sales service quality on a national scale.
Customer experience is also an important part of this ecosystem. Vehicle service status can be displayed through Service TVs at dealership locations or accessed digitally through a customer application, providing customers with greater transparency regarding the progress of their vehicles without the need to continuously request updates from staff. The integration of workshop operations, real-time vehicle tracking, service performance, customer information, and digital monitoring makes SMSK more than just a vehicle service tracking system; it becomes an end-to-end digital ecosystem for transforming Suzuki’s after-sales service.
End-to-End Service Journey
One of the key functions of the Vehicle Service Monitoring System (SMSK) is to create a transparent service journey that can be monitored from beginning to end.
Vehicle Check-In → Service Registration → Work Allocation → Service in Progress → Quality/Progress Validation → Service Completion → Vehicle Delivery
In the development and enhancement of Vehicle Tracking, my role focuses on connecting business requirements, dealer operations, customer experience, and technical development.
I am involved in identifying operational needs and improvement opportunities, preparing requirements, process flows, product backlogs, and acceptance criteria, as well as coordinating implementation with stakeholders and the development team. System enhancements include workflow and notification improvements between Service Advisors and Foremen, technician checklists, customer information through Service TVs, and improvements to workshop activity monitoring.
Delivery is carried out progressively through the process of requirement analysis → solution design → development → testing → UAT → deployment → monitoring & improvement, while considering that the system is used across a dealer network and that every change must maintain the stability of operational processes.
By connecting vehicle tracking, workshop operations, technician activities, overnight monitoring, service scoring, Service TV, and the customer digital experience, the platform serves as one of the digital foundations for creating after-sales services that are more efficient, measurable, standardized, transparent, and customer-centric on a national scale.