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Solutions
Solve the gaps across the automotive customer journey.
Automotive retail rarely has one isolated problem. Customer experience, workshop performance, retention, sales, payments and reporting are connected — and exsto brings those journeys together.
Connected customer journey
exsto
The challenge
Most automotive problems do not sit inside one department.
The problem is cross-functional, so the solution needs to be connected. One business action shapes the next part of the customer journey.
- 01
Service booking
Affects workshop capacity and the work the team needs to prepare.
- 02
Workshop activity
Affects what the customer needs to be told, and when.
- 03
Customer communication
Affects how quickly additional work is understood and authorised.
- 04
Authorisation
Affects what is invoiced and how easily the customer can pay.
- 05
Payment
Affects how the visit ends — and whether the customer returns.
- 06
Retention and relationship
Affects the next service, plan renewal and the next vehicle conversation with sales.
- 07
Reporting
Is useful only when every earlier step is understood together.
Your systems, your choice
Change the customer experience. Not your core systems.
Digital transformation should not begin with a forced DMS replacement.
exsto gives retailers another approach: connect the customer journey across sales, aftersales, CRM and commerce while continuing to operate supported existing DMS environments underneath.
That gives dealer groups more freedom to modernise individual journeys, introduce new capabilities and create greater consistency across sites without making every improvement dependent on a major core-system change.
Different systems. One customer experience.
Dealer groups do not always operate one DMS across every site, brand or acquisition. exsto is designed so the customer and operational experience does not have to mirror that fragmentation.
Supported integrations can connect relevant information from different underlying environments into consistent exsto workflows, helping groups standardise the way teams and customers interact even where their core systems differ.
Integration capability varies by DMS and deployment.
What do you want to improve?
Start with the outcome.
Choose the outcome that matters most. Each one draws on connected parts of exsto rather than a single product.
The problem
Customers move between phone calls, emails, paper and separate portals, and often have to chase for updates.
The outcome
Create a more connected experience from first interaction through ownership.
The connected journey
- Book
- Check in
- Review
- Approve
- Pay
- Manage ownership
Connected through Glovebox · Glovebox.Studio · exsto.Service · exsto.Commerce · exsto.CRM · Customer Insights
Explore Glovebox →Built for automotive retail
Different scale. Different priorities. One connected platform.
01
Retailer
Connect the day-to-day customer and operational journey without forcing every team into disconnected tools.
Priorities
- Customer experience
- Workshop efficiency
- Enquiries
- Follow-up
- Payment
- Reporting
02
Dealer group
Support consistent customer journeys across multiple operations while retaining the visibility needed at group level.
Priorities
- Consistency across sites
- Shared processes
- Reporting
- Customer visibility
- Rollout
- Integration
- Training and support
03
OEM / national network
Support connected customer programmes across participating networks with the integration, governance and reporting needed at scale.
Priorities
- Programme consistency
- Scalable rollout
- Integrations
- Menu Pricing where applicable
- Central reporting where available
- Governance
- Security
- Dealer adoption
Connected customer context
Every interaction makes the next one more informed.
Customer Insights brings activity from across exsto into one view of the individual customer — for your teams, not for the customer.
Enquiry
Sales enquiry received
Booking
Annual service booked online
Workshop
Allocated to technician
VIDEO1st / VHC
Front brake pads 2mm, video sent
Authorisation
Brake pads £186 approved in Glovebox
Payment
£286.40 paid by link
Plan
Service plan started
CRM activity
Follow-up call logged
Messages
4 messages exchanged
Surveys
Survey completed
J. Carter
EXST 001 · fictional example
- Relationship
- Sales and aftersales
- Last visit
- Annual service — paid
- Open items
- Wiper blades deferred (£24)
- Plan
- Service plan active
- Last contact
- Follow-up call logged
- Feedback
- Survey completed
Connected by design
Improving one part of the journey should not create a problem somewhere else.
- Better booking
- Better preparation
- Better workshop flow
- Better customer communication
- Better evidence
- Clearer authorisation
- Connected payment
- Stronger follow-up
- Better enquiry handling
- Personalised engagement
- Ownership hand-over
- Future CRM and aftersales relationship
- Connected activity
- Customer Insights
- exsto.Insights
- Better visibility
One supplier. Fewer disconnected journeys.
exsto does not ask you to replace everything. It connects the customer-facing experience, intelligence, operational domains and insight on one technical foundation, so improvements in one place can carry through the rest of the journey — depending on deployment.
Explore the exsto platform →- Customer Experience
- Intelligence
- Domains
- Insights
Foundation · supporting the platform
Data · Integrations · APIs · Partner connectivity
What would you improve first?
Show us the journey, process or customer problem you want to improve and we'll demonstrate how the relevant parts of exsto can work together.