Background
For employees, documenting information during workshop visits was often time‑consuming and challenging. Our client is an automotive workshop with many mechanics who needed to record service notes on a daily basis. For some employees, the notes were sometimes unclear or incomplete. This affected both internal communication and the dialogue with customers, which led the employer to identify a clear need to better support employees and take a more holistic approach to documentation.
Challenge & Goal
Unclear Documentation
Service notes were of inconsistent quality and sometimes even incomplete or difficult to interpret. This made it hard to ensure accurate and reliable documentation across the organization.
Poor Customer Service
Due to unclear documentation, customer service teams struggled to follow cases and maintain a clear, consistent dialogue with customers.
Goal
The goal was therefore to improve the quality of documentation, strengthen internal communication, and enable a more professional and cohesive customer journey.
Dissatisfied Customers
The lack of clear service notes affected the overall customer experience, as well as internal communication.
Solution
We developed a feature in the workshop’s app that enables mechanics to record voice notes instead of writing manual service notes. The audio is automatically transcribed by Azure and displayed directly in the app for review, allowing the mechanic to make adjustments before the information is sent to the relevant systems. This ensures both accuracy and high‑quality documentation.
Voice note recorded
The mechanic records a voice note directly in the app instead of writing manual service notes.
Transcription in Azure
The audio is automatically transcribed into structured text using Azure speech‑to‑text services.
Review & approval
The transcribed text is reviewed and approved in the app before being sent to the relevant systems.
Value & Impact
The solution simplifies daily work for mechanics and reduces administrative effort. It also provides the organization with clearer and more consistent documentation, resulting in improved internal communication, more efficient workflows, and better conditions for delivering high‑quality customer service.
1
Reduced Administrative Workload
2
Clearar Internal Communications
3
Improved Customer Service
“It’s made a real difference how work is documented and communicated internally.”
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