OEM dealer networkIndia
An Indian OEM rolls out a unified DMS across 140 dealer workshops
A leading Indian passenger-vehicle OEM standardised its dealer service operations on GetAFix DMS — capturing field data, digitising warranty, and cutting service TAT by a third.
OEM dealer service bay1600 × 900save to: public/images/case-studies/oem-india-hero.jpg
- 140
- Dealers live
- –33%
- Service TAT
- 98%
- Warranty auto-approval
- 18 wks
- Full rollout
The challenge
The OEM's 140-dealer service network ran on six different legacy workshop systems and paper-based warranty claims. The OEM had no real-time view of service quality, warranty claims were adversarial, and customers complained about inconsistent experience across dealers.
What GetAFix did
- GetAFix DMS deployed at every authorised dealer as the mandatory standard.
- OEM admin console with consolidated KPIs, service bulletins and campaign push to dealers.
- Digital warranty claims workflow — technicians capture photos, diagnostic data and RO on a tablet.
- Centralised service package pricing and customer-comms templates applied across the network.
Outcome
- Service TAT down 33% across the network.
- 98% of warranty claims now auto-approved without manual OEM review.
- Customer CSAT up 19 points on the post-service survey.
- Full rollout completed in 18 weeks including data migration from 6 legacy systems.
“For the first time, we can compare two dealers on the same KPIs and have the data to back it up. It has transformed how we coach our network.”