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Most calls have the same reason: the customer does not know where their order stands. The Business Optimizer informs your customers automatically by email at every process step, with the case number in the subject line. And your team sees in the monitor what has happened in each case so far, without asking a colleague.
The phone rings. "Is my car ready yet?" Barely hung up, the next call: "We did agree on an appointment, didn't we?" Then a customer who wants to know whether the quote ever arrived. The colleague who knows the case is on holiday. The other one searches the mailbox, calls back, searches again. Meanwhile a vehicle sits on the lift waiting for an approval that arrived by email long ago, just somewhere else.
This is not an exception and not sloppiness. It happens wherever customers do not find out by themselves how far their order is, and where the status lives only in one person's head. It is similar when enquiries go unanswered, more on that on the page Requests left waiting.
The Business Optimizer guides every case through a defined workflow. Every step has a name, and when it changes, the customer is told.
You define the status values for each case type yourself, for example "Quote with customer". Every change appears in the history with a timestamp. The status is recognised from an email, set by hand, or reported by another program.
With every status change an email goes to the customer. Even the confirmation of receipt lists the captured data. The case number is in the subject line of every outgoing email. If the customer replies, their email belongs to that case again.
The message waits as a draft in your tone in the Outlook drafts folder, and a person sends it. Only where you deliberately switch on auto-send for a case type does it go out directly. What you do not want, you switch off.
In the live monitor every team member sees which case is at which step and what has happened so far. Whoever covers or returns from holiday does not have to ask a colleague. You set responsibilities per case type.
If deadlines should be monitored as well, read Deadlines and escalation.
This is how a workshop order runs when the customer is informed at every step. All data are invented sample data.
Case V-2026-0412 · Repair order
The status changes because the team sets it, a customer email triggers it, or another program reports it. The Business Optimizer logs every change with a timestamp.
[V-2026-0412] Your quote is ready
[V-2026-0412] Thank you for your approval
[V-2026-0412] Your appointment: 04 Nov, 10:00
[V-2026-0412] Your vehicle is ready for collection
Sample wording: "Good morning Ms Example, your vehicle is ready and can be collected from now on."
The customer does not need to call. Whoever on the team opens the case sees the same four steps and the emails sent.
You define which steps exist, at which of them the customer gets a message, and whether a person reads it first. Before going live, observe mode runs. The responsibility for what goes out to customers stays with you.
An honest limit belongs here: the Business Optimizer does not answer phone calls. It removes the reason to call, because customers learn sooner and on their own what they want to know. Whoever prefers to phone anyway still reaches your team.
How much time this saves in your case, you can calculate with your own assumptions in the time savings calculator. An overview of everything else is on the Business Optimizer page.
What this looks like in a repair shop is shown on the page Auto repair shops.
In an intro call we show how it becomes a status message, or you can run the numbers yourself first.
Tell us the process where customers ask most often. Using your own cases, we show you how the customer will be informed on their own in future. Setup and billing on a time-and-effort basis. The intro call is free and non-binding.
Have further questions? Feel free to contact us directly via our contact form or by e-mail.
No. The Business Optimizer is not a phone system and does not take calls. It reduces the reasons to call, because your customers learn by email at every process step where their case stands.
With every status change of a case. You define the status values for each case type yourself, for example "Quote with customer". The case number is in the subject line of every outgoing email.
By default a draft is created in the Outlook drafts folder and a person sends it. Messages go out directly only where you have deliberately switched on auto-send for a case type. Before going live, observe mode lets you check what the software would do.
The status can be recognised from an email, set by hand, or reported by another program through the interface. Every change is recorded with a timestamp in the case history and in the live monitor.
Everyone sees in the live monitor which case is at which step and what has happened so far. Whoever covers or returns from holiday does not have to ask a colleague. You set responsibilities per case type, and employees with a view role can only read.