CCM

Introduction

CCM operates across three locations, including Gatwick, Cranleigh and Ewhurst, with Tina Drayson, Operations Director, helping oversee the business.

Having been given early access to TechMan 2.0, CCM has experienced improvements in system speed, navigation and day-to-day efficiency. Alongside the redesigned platform, the business has also been using TechMan’s AI Service Advisor to manage inbound and outbound customer calls.

With a busy front-of-house team and multiple locations to manage, these improvements have helped CCM streamline its operations, improve customer communication and reduce the time spent handling routine enquiries.

The Challenge

Before moving to TechMan 2.0, CCM was already using TechMan to manage its garage operations. However, Tina explains that the previous version could be slower to navigate, with certain tasks requiring more scrolling and waiting for information to load.

“Definitely the speed. Not having to continuously watch that little dial go round and round,” Tina explains when asked about the biggest difference between the two versions.

Alongside these challenges, the business needed an effective way to manage incoming customer enquiries, particularly when its front-of-house team was busy or operating with fewer staff.

Missed calls also represented potential lost opportunities, making it important to ensure customers could still contact the business even when service advisors were occupied.

The Solution

As an early adopter of TechMan 2.0, CCM was able to explore the redesigned interface and its improvements to speed and navigation.

Tina immediately noticed the difference.

“It looked nicer, easier to navigate, and I think the number one was the speed. Much, much quicker.”

The updated layout, including the new slide-out sidebars, has made it easier for staff to access information without navigating through lengthy screens.

“The whole feel and look is just much more user-friendly,” Tina explains.

CCM has also introduced TechMan’s AI Service Advisor, initially using inbound AI calls before expanding to outbound calling functionality.

The inbound AI receptionist can access the garage’s online diary and make bookings directly, while also handling enquiries when staff are unavailable.

“We’ve been using the inbound AI for quite a few weeks now. It seems to be working well,” Tina explains.

Although there were some initial challenges connecting everything, the team have since begun making use of the wider functionality, including outbound calls for customer updates and feedback surveys.

The Results

Since adopting TechMan 2.0 and introducing the AI Service Advisor, CCM has experienced improvements in efficiency, customer communication and front-of-house operations.

• Faster system performance:
  The improved speed of TechMan 2.0 has made everyday tasks quicker, reducing the time staff spend waiting for information to load.
• Easier navigation:
  The redesigned interface and slide-out sidebars allow staff to find information more easily, with less scrolling and a more intuitive layout.
  “I like the fact that you can just click on whatever option you’re looking at and the sidebars slide out, without having to scroll all the way down,” Tina explains.
• Fewer missed calls:
  When service advisors are busy, incoming calls can be redirected to the AI receptionist, helping ensure customer enquiries are captured.
  “It means we’re not missing any calls at all,” Tina says.
• Reduced administration:
  Outbound AI calls allow service advisors to automate routine customer communications, including vehicle-ready updates and customer feedback requests.
  “It’s easy to just click on a button and get the AI to make that outbound call, saving them loads and loads of time,” Tina explains.
• Improved customer communication:
  The AI receptionist can access the online diary to make bookings, while email confirmations help the team keep track of enquiries and appointments.

Together, these improvements have helped CCM manage customer interactions more efficiently while reducing the pressure on its front-of-house team.

Support & Experience

Tina explains that the transition to TechMan 2.0 involved an initial period of adjustment as staff became familiar with the updated layout and functionality.

“Once we got past the uncomfortable ‘I don’t like change’, I think they’ve embraced it. They’ve loved it.”

The team have particularly appreciated the faster performance, updated colours and more user-friendly design.

Although Tina initially had some reservations about how AI would work in a busy garage environment, using the technology has changed her perspective.

“I wasn’t quite sure how it was going to work in the day-to-day, but it’s actually great. It’s really saved us a lot of time.”

CCM is continuing to explore the benefits of AI-powered customer communication, while recognising the importance of gathering feedback from customers about their experience.

Conclusion

For CCM, TechMan 2.0 has delivered a faster, more accessible platform that makes everyday garage management easier. Combined with the AI Service Advisor, the business has been able to improve call handling, reduce administration and support its front-of-house team during busy periods.

Tina particularly highlights the value of embracing new technology like AI and making use of the tools available.

“Embrace it. We can’t not use it. It’s come in. The more we embrace it, the more we start using it, it’s actually a really helpful tool.”

When asked whether she would recommend TechMan to another garage owner, Tina’s answer is clear:

“Absolutely!”