Customer case
Berger family·W-12345B
CallService appointment requested
The case platform for dealerships and workshops
Nothing left to write up in the evening.
One case stays open per customer and collects everything — call, email, shout in the workshop. Your people see in two seconds what it is about, and work on the customer instead of the filing.
Runs alongside your DMS. No replacement. Data in the EU.
Developed with a partner business in live day-to-day operations.
Every dealership knows this
Twelve systems in the business. The callback is on a sticky note.
incadea, Xentry, Mercedes Me, NTG, MittelOne, AutoScan, PartsLink, FiveStarRater, FrontDesk, Excel lists, phone system, Outlook. All of them are there. And still the information that matters that day is written by hand and passed on.
Berger family, 0664/…, calling about tyres, please call back
0
- incadea
- Xentry
- Mercedes Me
- NTG
- MittelOne
- AutoScan
- PartsLink
- FiveStarRater
- FrontDesk
- Excel lists
- Phone system
- Outlook
- The salesperson is off sick — nobody knows what was agreed with the customer.
- The commitment made when the used car was bought can no longer be found a year later.
- A callback came in and nobody took it.
VINCORO does not manage internal communication because people talk. It manages it because information has to move and get done.
The customer case
One customer. One case. Regardless of which way it arrives.
New incoming
Call
Service appointment requested
The case stays open and grows. The new car and the fault sit in the same picture. What was discussed can be found a year later by number plate or name.
Handover example
One sold vehicle. Four tasks. Four people.
The case “Berger handover” creates four tasks. Each person ticks theirs off. The case is only closed when the owner confirms the final check — even when every box is already ticked.
Customer case
Berger handover
Distribution
The customer calls. The case goes to the right person.
One specialist for commercial vehicles, one for used cars, one for complaints. The case is triggered by the customer and distributed internally. If it stays unassigned, it lands at the front desk — no case is left without responsibility.
Whoever passes the case on decides for themselves: stay informed or step out of it. With tasks there is no such choice. A task is completed and confirmed, or it is returned with a reason.
Owner
Closes the case. Sees whether the work is actually done.
Assignee
Ticks off their own task. Nothing more.
Forwarder
Passes it on. Stays informed or steps out. Does not close.
The product
This is what it looks like in the business.
Six views from the live system. Not a concept, not a simulation.
Number plate and VIN identify the case uniquely. The profile shows what was last done and when the last service was. Whoever has the customer on the phone does not first have to look it up in the DMS.
From practice
What businesses that work with it say.
1:12Recording to follow
Service manager·Partner business
Quote to follow with the recording. Until then this card remains as a placeholder.
0:58Recording to follow
Owner·Dealership
Quote to follow with the recording. Until then this card remains as a placeholder.
1:24Recording to follow
Workshop manager·Service business
Quote to follow with the recording. Until then this card remains as a placeholder.
1:05Recording to follow
Sales manager·Dealership
Quote to follow with the recording. Until then this card remains as a placeholder.
Classification
Why this is not a CRM, not a helpdesk and not a project tool.
The other tools step in after the work has happened. The project tool wants the plan beforehand, the CRM the report afterwards, the helpdesk the case once it has already piled up. VINCORO starts where the work arises.
Project tool
- Origin
- someone creates it beforehand
- Frame
- project
- Distribution
- assignment in the plan
- Closure
- percentage done
- Existing systems
- replaces
Helpdesk
- Origin
- case piles up
- Frame
- single case
- Distribution
- queue
- Closure
- open/closed
- Existing systems
- replaces
CRM
- Origin
- written up afterwards
- Frame
- contact
- Distribution
- none
- Closure
- open
- Existing systems
- replaces
Channel tool
- Origin
- separate per channel
- Frame
- channel
- Distribution
- none
- Closure
- —
- Existing systems
- supplements one channel
VINCORO
- Origin
- arises from what comes in
- Frame
- customer case, across channels
- Distribution
- to the specialist, fallback front desk
- Closure
- final check by the owner
- Existing systems
- stay, are connected
No replacement. incadea, Xentry and Outlook stay where they are.
What becomes visible
You do not only see what needs doing. You see what should never have arisen.
Because everything comes together in the case, every process is traceable. Categories and histories make visible where work only arose because it was unclear who was responsible. That is the work nobody sees today — and that can be stopped.
Rounds to closure
How often a case goes back and forth before it is done.
Cases without write-up
How much is finished the same day without anyone writing it up in the evening.
Forwards without a specialist reason
How often it was passed on because it was unclear who was responsible.
These figures arise in the business. We show them to you from your own data once VINCORO is running.
Who it is for
For businesses where work is lost between people.
Workshops
On the shop floor the work arises from a shout and a look at the vehicle. The case takes both in without anyone having to go to a computer.
Dealerships
Sales, service and parts see the same customer case. What arrives at the front desk in the morning does not have to be told again in the afternoon.
Vehicle-related service businesses
Tyres, glass, valeting — the customer arrives by phone, email or into the driveway. It remains one case, and it is still there the next day.
Staff and management
The system shows the employee their cases and the manager the areas. No ranking and no response-time measurement of individuals is created.
Usable on a phone. Take a photo, attach it, send it on — that is all the workshop needs.
Process
One channel. One team. Then the rest.
1
First conversation
30 minutes. We look at how work is done in your business.
2
Analysis
We show where work arises in the business and what of it is avoidable.
3
Implementation
Start with one channel and one team. No big bang.
4
Expansion
Further channels, further departments, stepwise automation.
After the analysis you decide whether and how far you go.
Objections
What comes up in conversation.
Is this not another queue where everything sits?
The case does not go into a queue. It goes to a person by name, and if nobody is responsible, to the front desk.
Do we have to replace our DMS?
No. incadea and Xentry stay. VINCORO connects.
My workshop people do not type anything in.
They do not have to. Take a photo, attach it, tick a box. That is the whole operation.
How long does introduction take?
Start with one channel and one team, then step by step.
Where is our data held?
In the EU, in a dedicated instance on Microsoft Azure.
Demo
See it against your own daily work.
30 minutes, no preparation. We walk through a typical day in your business and show where it sticks. Not a sales conversation with slides.
- A case you will recognise from your business.
- Where things are written up, passed on or forgotten today.
- What changes at the front desk, in the workshop and in sales.
Contact
Write to us if a demo is not needed.
A short message is enough. We reply within one working day.