Customer service for automotive — workshop bookings, complaints and fleet customers in one system

Customer service challenges

• The dealership phone — service, sales and parts share one number — callers reach the wrong department.
• Workshop bookings — booking requests, changes and reminders take a lot of phone time.
• Warranty and complaints — without a fixed process, evidence and deadlines are missing.
• Fleet customers — requests about many vehicles need clear ownership and SLAs.
• Vehicle status questions — “Is my car ready?” — repeated calls during the repair.

How Debesis works

Debesis routes calls by IVR to service, sales or parts, links every contact to a case and shows customer data from the CRM. The AI voice assistant handles recurring requests.

Hotline and bookings

• IVR by department and location, queues with call-back.
• AI voice assistant for workshop bookings and reminders.
• A text message when the vehicle is ready for collection.

Complaints and warranty

• Warranty claims as cases with photos and documents.
• Subtasks for workshop, parts store and manufacturer.
• SLA and escalation for fleet and leasing customers.

Key features

• IVR and skill-based routing — callers go straight to the right department.
• AI voice assistant — for bookings and status questions.
• Ticketing system — for warranty, complaints and fleet requests.
• CRM integration — customer and vehicle history in the case, e.g. with Salesforce.
• SMS — for booking confirmations and collection notices.
• Call recording — for quality control.
• Reports — calls, waiting times, SLA and workload per site.

Case studies from Poland

Ayvens (Poland, formerly ALD Automotive) — fleet management: ticketing, VoIP telephony and CRM integration for fleet customer requests.

Debesis is used by dealerships, workshops, leasing companies and fleet operators — from a simple hotline to full multichannel customer service. All case studies