A customer writes because the car makes a strange noise and it’s under warranty. The email lands in a shared inbox with hundreds more. If nobody picks it up in time, that customer writes again, and then calls.
One inbox, hundreds of cases and no owner
Hersamotor is one of the largest Toyota dealership groups in Spain. Warranty claims, part claims and technical requests from customers and workshops all arrived in the same inbox. The team sorted them by hand in a spreadsheet, without knowing who had each case, and at their volume cases slipped through. Preparing the numbers for the customer experience committee took hours.
Before they decided, it already worked
We didn’t present a proposal with mock-ups. We sent them the platform working, with their logo, their case types and Toyota’s codes, plus a five-minute video showing it. They decided by seeing it.
What we built
- Every email, a classified ticket. The AI reads it and tags it as a warranty claim, part claim or technical request, with its confidence level.
- A board by status, with search, internal notes and assignment by advisor and by site.
- Replies from the platform. Replies go out from the usual inbox and keep the thread with the customer.
- The whole history together. Emails about the same vehicle or customer are grouped into one case.
- Alerts and roles. Each advisor gets an alert when a case is assigned to them, and site managers see their own site.
- Numbers for the committee, without building the report by hand.
From pilot to the whole group
Connecting the real inbox depended on the group’s IT, and it was solved in a day. Since then, every review with the team brings new requests, and we ship them fast. When the advisor pilot uncovered a new department, Parts, and a per-ticket permission model, it was in production the next day. A 17-point review was applied within two days.
Data is hosted in the European Union.
The result
No case sits in an inbox without an owner. Every ticket has a type, an advisor, a site and a status, the customer gets the reply in the same thread and the committee sees the numbers without anyone preparing them.