From WhatsApp
to a tracked workflow.

BEFORE

Information scattered across conversations.

Customers importing vehicles from Japan contacted Jap Division through WhatsApp and shared their photos and vehicle information there. Missing photos or details meant more follow-up, and payment issues added another task to manage.

It was difficult to keep the application information, customer conversations and operational issues together.

WHAT WE BUILT

A shared workflow for customers and staff.

Customers can register, create an account, submit their vehicle details and make a payment. Administrators have their own accounts with different roles.

Applications move through defined stages, including submission, requests for changes and payment. Customers and staff can see the application status and receive notifications, with the information and issues tracked in the system.

• Customer applications. Self-registration, vehicle information forms and a mobile-accessible customer experience.
• Workflow visibility. Application statuses, requests for changes and notifications shared between the people involved.
• Payments and checks. Stripe payment integration and connections to services for registration-number verification.
• Administration. Role-based accounts, issue tracking and analytics in the same system.

WHAT CHANGED

A process the business can follow.

Application information, payments, statuses and issues are managed in one place. Staff can return to an application to see what happened, investigate a problem and use the collected information for analytics.

The system made the existing manual workflow visible and trackable for the people using it.

DELIVERY & SUPPORT

Built, documented and supported.

Terraline delivered the system end to end with testing, documentation and ongoing support. Staff training also helped existing team members diagnose problems when they came across them.