July 27, 2017

Frontdesk management

At auto dealerships, customers usually walk in/book appointments for enquiries and test drives. To better serve them,
a Relationship Manager (RM) is assigned to facilitate such requirements.

Capturing such leads is an on-ground activity with paperwork. Additionally preserving context of their intent throughout a sales cycle further complicates reporting.  

The goal was to design and deliver a solution that would not only digitize the workload of the receptionist, but also save time and effort in training them

Defining a framework

For capturing leads, majority of customers would be walk ins. At any given instance, the front desk executive needs to have visibility over available resources to successfully schedule test drives or book vehicles. In case of returning customers, the context of their past visit needs to be preserved so as the assigned RM can continue to serve. It was realised that the front desk would be able to reduce wait time , and assign RMs more efficiently if there was a single touchpoint point that would check the availability of vehicles and RMs when scheduling all the while preserving context of a customer’s past visit.


Pain Points

Preserving context

Customers visiting dealerships had to be processed everytime to gauge intent, esp incase of repeat customers.

Assigning resource based on availability

Being an exercise in digital transformation, the roaster (register) did not have updates to the availability of resources


Without a digital system in place, there was no reporting mechanism that a dealership could process to gain insights from the sales efforts or customer behaviour.


Task Completion time

The average time spent on accomplishing a given task.

Customer Feedback

Feedback taken at the end of the customer visit. Their experience with the SA, overall queries response and intent resolution

Usability scale

8 unique factors surveyed on a scale of 5 points (strongly agree - strongly disagree)


As a digital transformation exercise, data entry was minimised and tasks were restricted to single screen actions(no redirections ). The solution was designed for tablets, with overviews of the scheduling calendar, daily roasters and the addition of a reporting module

Appointments management via an inbox-view layout for familiar affordance

Scheduling Calendar outlining bookings and available slots for upcoming days/ weeks

Daily roaster for assigning RMs based on availability

Reporting Module for generating leads reports and dealership performance based on staff


The take away from this exercise was the simplicity of single-screen tasks that helped reduce training time & costs.