The dealership that stopped arguing about scratches

 

Two problems that turned out to be the same problem

Flotte Eins is a private-sector automotive dealership and service network in Germany, part of the Graf Hardenberg group. It came to CamCom with two issues that looked unrelated.

• Disputed damage with no evidence: Over 10% of customers complained about freshly introduced damage during the service process. With no visible history of the vehicle’s condition at check-in, the dealership absorbed the cost.
• Invisible revenue: Vehicles arriving for routine service frequently carried exterior damage. Without a record of it, nobody could act on it — so body and paint work walked back out of the workshop unquoted.

Both come from the same gap: nobody documented the vehicle at the door. Fix the record and both problems close. The complaint becomes answerable. The damage becomes a quote.

The approach: put customer service at the centre

CamCom built around the service advisor rather than around the workshop. The platform had to be intuitive, transparent and quick enough to be used at the counter twice per visit — once on receiving the vehicle and once on delivering it — without slowing the handover. What the customer receives is a delta report: an inventory of damage at check-in set against an inventory at check-out, and the difference between them. The objective was set in two parts. Reduce the percentage of customers who believe additional damage was introduced during service. And convert 10-15% of vehicles arriving with exterior damage into body and paint shop repair orders.

The solution: AI inspection at check-in and check-out

CamCom deployed an AI-powered automobile inspection system to the dealership’s mobile devices.

• Guided capture, twice per visit: Stencils and in-screen voice instructions direct the service advisor through image capture at receipt and at delivery.
• Automated condition assessment: Advanced deep learning methods assess the condition of the automobile and generate the comparison automatically.
• The delta report: The customer receives documented evidence of what changed and what did not — the mechanism that turns a dispute into a conversation.
• Algorithmic upsell: The system advises on body and paint shop work that could be undertaken during the regular service window.

The results

• Customer complaints reduced to below 1%, down from over 10%
• 80% retention of repeat customers who were on the verge of shopping around for another service provider.
• 8-10% cross-sell and upsell opportunity generated from vehicles already on site.
• Under 3 minutes average damage assessment time.
• 40+ dealerships across Germany running inspections on the platform.
• Visual audit trail on every vehicle, supporting transparency in any dispute.
• Multilingual process journey, matched to a mixed customer base.
• GDPR compliant, with cloud services hosted in Europe and a CamCom office in Munich.

Engagement

1 year and ongoing. CamCom is the main contractor.