From scattered requests to one connected service queue.
Automart Nationwide operates in a demanding aftermarket auto parts environment, where customers need fast answers, accurate part handling, reliable delivery coordination, and clear communication. The business already trusted KEYOB's industry-specific ERP foundation for automotive parts operations, but as customer activity grew, a new challenge appeared: inbound requests were arriving from too many places, and the team needed a smarter way to manage them.
KEYOB helped Automart move beyond scattered communication by building a single intake and routing layer that brought requests, rules, queues, ownership, and escalation into one connected operational view.
Industry
Aftermarket auto parts
Large product variety, fast customer response expectations, and complex daily operations.
Starting point
Existing ERP partnership
Automart already used KEYOB's automotive-parts ERP foundation to support core operations.
Challenge
Five request channels
Requests arrived through email, web forms, phone notes, third-party platforms, and shared inboxes.
Outcome
42% more capacity
Automart handled more customer requests without adding management overhead.
The situation
Where it started, and what was not working.
Inbound requests were arriving in five different places: email, web forms, phone notes, third-party platforms, and a shared inbox no one fully owned. Each channel made sense on its own, but together they created operational noise.
Senior staff spent more time triaging requests than resolving them. Routing rules lived in people's heads. Under pressure, requests could be delayed, duplicated, missed, or escalated too late. SLAs slipped quietly because nothing was measuring them in one place.
The team did not need more effort. They needed one controlled way to see, route, and manage the work.
Operational challenges
Where the friction actually lived.
Requests arriving across five separate channels, with no central queue.
Senior staff spending more time triaging than resolving.
Routing rules living in people's heads, applied inconsistently under load.
SLAs slipping because nothing measured them in one place.
No visibility into the size or age of the backlog at any point in time.
Customer service activity not fully connected to the wider ERP-driven operation.
Growth creating more coordination pressure instead of more clarity.
The approach
One intake layer above the existing channels.
KEYOB did not ask Automart's team to simply work faster. The problem was not effort. It was coordination.
We built one intake and routing layer above the existing channels. Every request was captured, classified, routed, queued, and made visible the moment it landed. The system allowed Automart to keep familiar intake sources while bringing control, ownership, and measurement into one operational layer. Routing rules now encode the business policies that used to live in someone's head. Escalations happen automatically when an item ages past its target.
01
Capture
Bring requests from all major channels into one intake flow.
02
Classify
Identify request type, source, urgency, and handling path.
03
Route
Send the request to the right person or team based on business rules.
04
Queue
Show every pending item on a shared operational board.
05
Escalate
Trigger automatic escalation when a request ages past its target.
06
Measure
Track request status, backlog, ownership, and SLA movement.
What KEYOB built
The system started carrying the coordination load.
The new intake and routing layer gave Automart a controlled way to manage customer service activity without adding unnecessary management overhead. It turned scattered requests into structured work. It turned informal routing into system logic. It turned hidden backlog into visible operational data.
Unified intake layer
A single structure above email, forms, phone notes, third-party platforms, and shared inbox activity.
Smart request classification
Rules to identify what each request is, where it came from, and how it should be handled.
Business routing logic
Policies encoded into the system so work reaches the right owner consistently.
Live operational board
A real-time view of queue size, request age, ownership, status, and next action.
SLA & aging visibility
Clear visibility into which items are on track, aging, or requiring escalation.
Automatic escalation
Aging requests trigger escalation without waiting for manual follow-up.
ERP-aligned operation
The service layer works alongside Automart's KEYOB-built automotive-parts ERP foundation.
The outcome
More capacity without more management overhead.
The team did not have to work faster. They stopped losing time to coordination — and that gave them back enough capacity to handle 42% more customer requests without adding management overhead.
Senior staff no longer had to act as the routing engine. The queue became visible. Ownership became clearer. Escalation became automatic. Service activity became easier to manage.
- One central intake layer across five channels
- Faster and more consistent request routing
- Less senior staff time spent on triage
- Live backlog visibility
- Request aging and SLA tracking
- Automatic escalation for delayed items
- Stronger connection between customer service and ERP-driven operations
- 42% increase in customer request handling capacity without adding management overhead
The bigger partnership story
The partnership moved where the business needed it.
Automart already used KEYOB's ERP system designed specifically for automotive parts operations. That system supported the operational foundation: parts, inventory, sales, purchasing, warehouse workflows, delivery coordination, reporting, and business rules.
As the business grew, the next need emerged in customer service operations. KEYOB helped extend the relationship from ERP foundation into request routing, queue visibility, SLA management, and service capacity. A client may enter through ERP, CRM, automation, AI workflows, website, branding, dashboards, or integration. Once the relationship begins, the work can move in any direction the business needs.
Enter at any stage. Move in any direction.
AI operations perspective
AI works best when the process is clear.
Most business owners know AI could help them. What they are missing is someone who can show them exactly where — and then build it properly.
For Automart, the opportunity was not to add AI for show. It was to identify the part of the operation where coordination was consuming time, where rules could be structured, and where automation could return capacity to the team.
This is the practical side of AI operations: making work visible, applying rules consistently, escalating at the right time, and helping people focus on the work that actually needs human judgment.
Capabilities involved
Capabilities involved in this engagement.
The engagement combined KEYOB's automotive-parts ERP knowledge with workflow automation, service operations design, routing rules, live visibility, and practical AI operations thinking.
Automotive ERPCustomer Request ManagementWorkflow AutomationIntake Layer DesignRouting RulesSLA TrackingLive Operational BoardsBacklog VisibilityEscalation LogicERP IntegrationService OperationsAI Operations StrategyBusiness Process Automation
Are customer requests moving faster than your systems can manage?
KEYOB helps businesses turn scattered requests, manual routing, and hidden backlog into connected operational systems. Whether you need ERP, CRM, workflow automation, AI operations, or real-time dashboards, we can help you identify the right place to start.