CRM & Business Automation
Executive Smash Repairs - End-to-End Repair Workflow Automation
End-to-end CRM automation for managing vehicle repair enquiries, inspections, documentation, repair pathways, rental vehicles, reminders, and internal follow-ups.
01 / CONTEXT
The situation
Executive Smash Repairs needed a structured way to manage customers throughout the vehicle repair journey, from the initial inspection through to repair completion.
The process involved multiple repair pathways, customer forms, insurance documentation, appointment scheduling, rental vehicle requirements, and several manual operational touchpoints.
02 / PROBLEM
Where the work got stuck
The repair process relied heavily on staff manually tracking where each customer was in the journey.
Forms had to be sent at the right stage, customers needed reminders when forms were incomplete, different repair pathways required different documentation, and rental vehicle requirements could change the workflow.
Without a structured system, it was easy for staff to lose track of pending forms, upcoming inspections, or the next required action.
THE SHIFT
From friction to flow.
Before / the friction
- Multiple manual steps across the repair journey
- Forms sent manually and inconsistently
- Staff had to track outstanding forms themselves
- Different repair pathways required manual handling
- Rental vehicle requirements required additional coordination
- Appointment reminders required manual follow-up
- Limited visibility into the customer's current stage
- Important physical processes still had to be tracked manually
After / the system
- One centralized repair pipeline
- Repair pathways automatically determine the required workflow
- Forms are sent sequentially
- Pending forms automatically trigger reminders
- Customer appointments generate automated reminders
- Rental requirements automatically determine the appropriate path
- Documents are collected through dedicated forms
- Internal tasks highlight required staff actions
- Manual touchpoints remain clearly separated from automated processes
- Staff can see the customer's current position in the repair journey
03 / SOLUTION
What I built
Built a centralized GoHighLevel CRM and workflow system around a single repair pipeline.
The system uses conditional workflows to determine the customer's repair pathway and automatically sends the appropriate forms and SMS messages sequentially.
Forms are tracked using tags, allowing the system to wait for each required submission before sending the next form. Automated reminders are sent when forms remain incomplete.
The system also handles:
- Inspection booking and customer reminders
- Internal inspection notifications
- Repair pathway routing
- Licence and supporting document collection
- Authority and legal forms
- Rental vehicle requirements
- Conditional rental workflows
- Form submission tracking
- Internal tasks and notifications
- Manual operational stages such as vehicle drop-off and repair commencement
- Google Calendar synchronization
05 / ARCHITECTURE
The system behind it
CRM: GoHighLevel
Core components:
- Contact records
- Repair opportunities
- Custom fields
- Single repair pipeline
- Conditional workflow branches
- Form submission triggers
- Tag-based form tracking
- SMS automation
- Internal notifications
- Tasks
- GHL Calendar
- Google Calendar synchronization
- External forms connected through API
- Conditional rental-car routing
The architecture separates automated system events from physical staff-controlled events. For example, form submissions and bookings can trigger automation, while vehicle drop-off and repair commencement remain manual stages that require staff confirmation.
This keeps the system automated where software can reliably determine what happened, without pretending that physical workshop events can be automatically detected.
06 / OUTCOME
What changed
Created a structured repair journey where customers receive the right information at the right stage while staff have a clear view of what needs to happen next.
The automation reduces repetitive follow-up, keeps documentation organized, and allows staff to focus on the operational steps that genuinely require human involvement.
TOOLS IN THE SYSTEM
CLIENT PROOF
What the client said.
Next step
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