Case Study
Sun Auto
Accelerating automotive customer service
Overview
Sun Auto & Tire, a dominant force in the aftermarket automotive industry, operates a vast network of over 425 retail locations across the United States. Recognizing the need for a more efficient customer support system, the business development team partnered with Spark to develop the Carify app, a solution that could handle the scale of their operations and streamline their processes.
Services
- Stakeholder interviews
- Product workflows
- Concept design
- Component library theming
- UX/UI design
- User testing
Technologies
- Figma
- Miro
- Maze
- Bootstrap
- React
Timeframe
- 4 months
Challenge
Running a diagnostic
Sun Auto comprises over 19 individual brands that independently service and sell tires and parts to customers. When customers call a store location with questions or to book an appointment, a representative assists them. However, due to differences between brands, communicating pricing, inventory, and accessing up-to-date information was complicated, and the outdated system made training difficult for reps. Our goal was to create an app that simplifies everyday actions for reps and reduces the number of applications needed to perform their tasks.
Process
Checking under the hood
Before designing Carify, we needed to better understand the needs of stakeholders, including product owners (managers, directors, and VPs) and the reps who would use the new app. We interviewed both groups to gather valuable information about the current software and process landscape. After completing the interviews, we built two distinct workflows to meet all app needs and documented each deliverable for implementation and governance by Sun’s internal product and development teams.
Solution
Tuned up and ready to go
Spark designed the all-new Carify app to meet Sun Auto’s internal MVP launch requirements while ensuring scalability for future features. Improvements included a better tire search interface, new booking integrations, and a comprehensive locations dashboard with reporting capabilities for district managers. Additionally, we optimized the experience to allow reps to more intuitively support multiple customer cases simultaneously, enabling reps to focus more on the customer, leading to better calls and chats.
