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A CRM system built for the unique workflows of car dealerships and service stations, CMOS also gives customers real-time visibility into their vehicle repairs. Designed with simplicity and efficiency in mind, the platform is easy for both businesses and customers to use.
Our client, a startup in the Latin American automotive sector, set out to redesign how auto repair shops interact with their customers. Traditional repair workflows were opaque and heavily reliant on manual updates, which left both mechanics and customers frustrated. Shops needed a way to manage internal processes more efficiently, while customers wanted clear, timely communication about their vehicles.
To address this, we developed CMOS, a Customer Relationship Management (CRM) system available as both a web and mobile app. The platform helps auto repair shops streamline operations, from appointment scheduling to technician assignments, while providing customers with real-time visibility into the repair process. Customers can track the status of their vehicles, approve or decline repair work, and receive updates through familiar channels like WhatsApp, email, or SMS.
By bridging the gap between workshop operations and customer expectations, CMOS simplifies day-to-day management for repair shops and builds transparency and trust for vehicle owners.
The client’s vision was ambitious: create a CRM system tailored specifically to the needs of auto repair businesses. Unlike generic CRMs, the platform had to support the operational reality of workshops and dealerships, where efficiency, trust, and speed directly affect customer satisfaction.
The main challenge lay in balancing two perspectives. For repair shops, the system needed to optimize internal workflows: managing technician schedules, tracking workload, and reducing manual coordination. For customers, it had to offer transparency into the repair process with clear, real-time updates that built confidence and minimized disputes.
Delivering on this vision required a deep understanding of how repair shops operate day to day: how mechanics log issues, how service advisors communicate costs, and how managers keep track of orders. At the same time, the solution had to be intuitive enough for customers to quickly grasp repair status without technical jargon. In short, the challenge was not only technical but also organizational. We had to design a system that fit easily into existing workshop workflows while fundamentally improving the customer experience.
To meet these requirements, we built CMOS as a combined web platform and mobile application. Each side of the system was designed for its primary users: customers, technicians, and shop managers.
For customers, CMOS provides real-time visibility into the repair process. When a vehicle is checked in, the system generates a unique link sent via the customer’s preferred channel—WhatsApp, email, or SMS. Through this link, customers can track the status of their vehicle in real time, review proposed repairs with cost estimates, approve or reject work without needing a phone call or in-person visit.
This transparent approval flow reduces delays, prevents miscommunication, and gives customers confidence in the service they’re receiving.
For technicians, we delivered a mobile app that centralizes repair information. It provides access to vehicle history and maintenance records, ensuring work is tailored to each customer’s needs. Technicians can also upload photos of parts, creating visual documentation of issues and repairs. This feature improves communication with both service advisors and customers while reducing errors and unnecessary back-and-forth.
For repair shops, the web-based CRM streamlines day-to-day operations. Key capabilities include automatic scheduling of appointments with WhatsApp reminders, real-time vehicle tracking visible to staff, digital checklists that standardize repair steps and reduce customer complaints, and a Workshop Planner module that helps allocate resources, assign tasks, and approve additional services.
Together, these features create an integrated workflow: managers can plan and monitor, technicians can execute with precision, and customers remain informed and involved throughout the process.
It gives a complete picture of the whole ordering process, helping businesses manage and adjust things from when an order is placed to when it's delivered.
This tool helps to make workshop operations more efficient by optimizing resource allocation, scheduling appointments, assigning tasks, and monitoring service orders.
Businesses can engage with their customers through WhatsApp, offering personalized messaging, automatic notifications, and real-time updates.
CMOS quickly gained traction across Latin America, where repair shops face high demand but limited digital infrastructure. Within its first rollout, the platform was adopted by hundreds of automotive businesses, ranging from independent workshops to larger service centers.
Today, CMOS supports more than 100,000 active users and has become a leading reference point for automotive CRMs in the region. Its combination of operational efficiency and customer transparency has positioned it as a trusted solution for businesses seeking to modernize their service processes.
With proven adoption at scale, the client is now preparing to expand the platform to other international markets.
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