The Client
HHD Motors is a leading automotive service provider based in the heart of Kathmandu Valley, renowned for its customer-focused approach and commitment to excellence. With a strong foundation built on passion for cars and community care, HHD Motors offers a full suite of automotive services designed to enhance every journey.
The HHD Motors facility provides comprehensive solutions including general auto repairs, detailed car wash services, and expert-level denting and painting. Known for its personalized service and skilled technicians, HHD Motors is trusted by vehicle owners across Kathmandu to deliver reliable, high-quality care for a wide range of vehicles.
The Challenge
As HHD Motors continues to grow as a trusted automotive service provider in Kathmandu, the business has faced several operational and customer experience challenges:
- Managing increasing customer volume and organizing workorders during peak hours
- Reducing wait times and improving service turnaround for repairs, washes, and painting
- Streamlining internal workflows to improve technician efficiency and service accuracy
- Implementing a more integrated system for tracking service history, parts inventory, and billing
- Enhancing work status through real-time updates
- Delivering a consistently high-quality, personalized experience across all touchpoints
The Path to Success
The team at HHD Motors collaborated closely with operational leads and service advisors to clearly define customer expectations, pain points, and the internal processes driving daily operations. Through detailed process mapping and analysis, it became evident that digitizing and optimizing key workflows—such as creating workorders, customer communication, and service tracking—would unlock significant efficiency gains and elevate the customer experience.
To achieve this transformation, HHD Motors adopted an iterative, customer-centric approach to implementing digital solutions—drawing from methodologies to refine systems in real-time based on staff and customer feedback. From introducing workorders estimates to track service updates to integrating inventory, every enhancement was designed to be both practical and intuitive for technicians and customers alike.
HHD Motors introduced AutoWorksGo system to existing customers to gather feedback and make targeted improvements. The ability for customers to receive real-time workorder estimates and service status proved immediately valuable—reducing call volume and allowing front-desk staff to focus on high-value interactions.
Customer feedback was overwhelmingly positive, with many noting the improved transparency and quicker service turnaround. Encouraged by the success, HHD Motors expanded the system across all service categories, including general repairs, paintwork, and detailing. As a result, HHD Motors not only improved operational efficiency but also reinforced its position as a service leader in Kathmandu, delivering a modern, responsive experience while preserving the personal touch that defines the brand.
