The Drop Off Workflow
- 1Customer drops keys in the night box
- 2LATTICE sends a text confirming vehicle arrival
- 3Technician completes inspection and sends digital report
- 4Customer approves work via mobile link
Systems for Mechanics
Precision Service Operations for Independent Auto Shops
Repair shops make money through high bay utilization and efficient parts turnover. Profit often leaks through forgotten follow ups on deferred maintenance, unconfirmed appointments that lead to empty lifts, and friction in the estimate approval process.
Automotive
- Missed Call Text Back
- Digital Estimate Approval
- Deferred Service Reactivation
- Bay Ready Notifications
- Maintenance Reminders
Also for: Mechanics
How the business actually works
How the work flows, start to finish.
- 01
Inquiry
A vehicle owner reaches out via web or phone with a specific drivability concern or maintenance light.
- 02
Scheduling
The shop coordinates bay availability and technician skill sets to book the diagnostic appointment.
- 03
Intake
The service advisor documents the vehicle condition and creates the initial repair order upon arrival.
- 04
Inspection
The technician performs a digital vehicle inspection to identify required repairs and recommended maintenance.
- 05
Authorization
The customer receives and approves the digital estimate for parts and labor before work begins.
- 06
Production
The repair is executed and the shop provides real time status updates to the owner.
- 07
Delivery
The customer settles the invoice digitally and retrieves their vehicle.
- 08
Retention
Automated reminders are sent for seasonal service and previously deferred repairs.
Where it leaks
Common problems for auto repair shops.
01
Empty Bays
Last minute cancellations leave technicians standing idle and bays unproductive. Without an automated waitlist or rebooking system, these gaps in the schedule represent permanent lost revenue.
02
Estimate Friction
Playing phone tag to get approval on a brake job or timing belt slows down the shop flow. When customers do not answer, vehicles sit on lifts, preventing the next job from starting.
03
Deferred Neglect
Many shops identify secondary issues during inspection that the customer chooses to delay. Without a systematic way to track and remind clients of these needs, the work goes to a competitor later.
04
Manual Updates
Service advisors spend hours every day answering the phone to tell customers their car is not ready yet. This administrative burden pulls them away from selling service and managing the floor.
05
Silent Customers
Satisfied clients often forget to leave reviews, while frustrated ones are vocal online. A lack of automated feedback loops makes it difficult to manage the shop reputation effectively.
What LATTICE can build
Systems built around how you work.
Missed Call Text Back
When a customer calls the shop while the service advisor is busy, an immediate text response is sent to start the intake process via chat.
Digital Estimate Approval
Send detailed quotes via SMS or email, allowing customers to approve specific line items with a single tap for faster bay turnover.
Deferred Service Reactivation
Automated campaigns target customers who declined specific repairs in the past, inviting them back when those parts are due for another look.
Bay Ready Notifications
Trigger automated status updates as the vehicle moves from diagnostic to parts ordered to ready for pickup.
Maintenance Reminders
Sync with the last service date to send personalized alerts for oil changes, tire rotations, and seasonal inspections.
Review Generation
Text a direct link to the shop profile immediately after the vehicle is picked up to capture positive feedback while the experience is fresh.
Secure Digital Payments
Allow customers to pay their invoice online so they can pick up their keys quickly or even after hours.
AI Web Receptionist
A chat interface handles common questions about shop hours and basic service pricing, capturing lead info for the advisor.
Example systems
What it looks like in practice.
The Recall Campaign
- 1Identify all customers with deferred brake work from six months ago
- 2Send a personalized SMS with a booking link
- 3Customer selects an open bay time
- 4Appointment is synced to the shop calendar
Service Completion Cycle
- 1Technician marks repair order as finished
- 2System sends automated 'Ready for Pickup' text with total due
- 3Customer pays via secure link
- 4Pickup instructions are sent automatically
Have a different problem?
Tell us what's slowing the business down. LATTICE can build around the way your business operates.
Questions from auto repair shops
How does this handle customers who prefer to talk to an advisor?
The system is designed to augment personal service, not replace it. It handles routine tasks like status updates and appointment reminders so your advisors have more time for complex diagnostic discussions.
Can we track which repairs were declined for later follow up?
Yes. The platform categorizes deferred work so you can send targeted reminders specifically for those services, turning a 'no' today into a 'yes' in three months.
Will this help reduce the number of no shows?
Automated multi channel reminders via text and email significantly improve attendance. If a customer cannot make it, they can reschedule through the link, allowing you to fill the bay quickly.
Does this work for mobile mechanics as well as shops?
The platform is flexible enough to handle both physical shop locations and mobile service fleets, including dispatching and location based arrival notifications.
How do digital inspections improve my average repair order?
By sending photos and videos of worn parts directly to the customer, you build trust through transparency. When owners see the wear for themselves, they are more likely to approve necessary maintenance.