One and a half years ago, they switched software suppliers and chose Fleetback, as they wanted to offer customers better visibility into the service process while also streamlining their own routines.

“Our previous supplier only offered a fraction of what Fleetback gives us. We could send videos to customers to show the problem in the cars, but Fleetback has a much broader range of product and integrations. Today, we manage the entire service process through their platform. A much more modern way of working and interacting with customers.”  Fredric Carlsson.

Mechanum doesn’t yet utilize every tool that Fleetback offers, but are planning for a full integration during 2025.

Here are some of the more important aspects of the streamlining process that Fleetback offers:

• The customer books a visit. Fleetback confirms the booking and sends an automatic text message or email, in the language of their choice.
• A couple of days before the visit, Fleetback follows up on the booking with a reminder. The customer is asked to check-in the car at home using their mobile phone.
• In the self-check-in, the customer fills in the registration number, personal information, details about the order, information on how they can prepare the car for the service (login to apps, etc.).
• The car can then be returned at a time that best suits the customer, thanks to the Sharebox kiosks.
• During the workshop service, the customer receives regular updates, with videos showing the process and which areas are being fixed. If any further reparations are needed, Fleetback allows for communication with the customer in real time via chat, and the work order can be updated to fix it.
• The customer can then sign and pay directly in the link or app.

“When our customers arrive, everything is already prepared and all they have to do is take the rental car and drive away. Previously, we had to call the customer if any further issues were discovered, forcing us to disturb the costumer. Now they can simply view our message whenever they have a gap during the day, and simply approve the work in their phone”, says Fredric Carlsson.

For Mechanum, transparency is important when it comes to building trust with customers.

“Many can feel cheated when they hand in their car for a service. What did they really get for their money? With Fleetback, they can be with us all the time and clearly see what they are paying for. They get a greater understanding of our work, which increases trust. Today, we have a customer satisfaction rating of 4.7 in Fleetback, which is a very good approval rating.”

Fredric Carlsson also highlights how Fleetback is responsive to Mechanum’s daily needs.

“When we chose Fleetback, we wanted to be able to get help at almost any time of the day. Fleetback’s internal support is as customer focused as we strive to be with our customers. The automotive industry can generally be a bit old-fashioned and technology like this can often be neglected, but Fleetback is more progressive than the industry in general.”

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