NEW:
Introducing AI-Powered Smart Receive to End Receiving Chaos and Protect Margin
.webp)
Welcome back to Flyntlok Unlocked —
The podcast where we go behind the scenes, unlocking Flyntlok product insights with the people building and implementing the tools equipment dealerships use every day. Thank you for joining us!
I’m your host Jenny Moebius, Flyntlok’s CMO, and today we're talking about something that doesn't get nearly enough attention when dealerships evaluate DMS software:
Customer Support.
Every software company says they have great support.
Every website has a support page.
Every vendor promises they'll be there when you need them.
BUT ARE THEY?
When a technician can't close a work order, a parts manager can't receive inventory, or an accounting process breaks at month-end, what really matters is how quickly someone responds—and whether that person can actually help.
At Flyntlok, support isn't treated like a department that sits on the sidelines.
It's a core part of the product, literally built into the product, and the customer experience.
--
Host: Jenny Moebius, CMO, Flyntlok
Guest: JP Raiger, Support Consultant, Flyntlok
When dealerships evaluate software, they often focus on features, integrations, reporting, and workflows.
What they don't always evaluate is what happens when something goes wrong.
A technician can't close a work order. An accounting transaction won't sync. A parts manager hits a roadblock in a critical workflow.
At that moment, software alone isn't enough.
What matters is how quickly someone responds—and whether that person can actually help.
In Episode 4 of Flyntlok Unlocked, Jenny Moebius sits down with Flyntlok Support Consultant JP Rager to explore why customer support isn't treated as a separate department at Flyntlok, but rather as a core part of the product experience itself.
The conversation dives into Flyntlok's support philosophy, the team's response-time standards, the role of human relationships in customer success, and how AI may help support teams become even more effective in the future.
Many dealerships evaluate a DMS based on functionality.
Can it manage service?
Can it manage parts?
Can it manage rentals?
Can it handle accounting integrations?
But JP points out that even the best software requires guidance.
Dealership operations are complex. Every department has unique workflows, reporting requirements, and operational nuances. Users often don't know what they don't know, and that's where support becomes critical.
According to JP, great support isn't simply about fixing problems.
It's about helping customers:
Without that guidance, dealerships can experience reduced productivity, limited visibility, and ultimately slower business performance.
As JP puts it, a lack of support often leads directly to a lack of insight—and a lack of insight makes it difficult to run a business effectively.
One theme surfaced repeatedly throughout the discussion: speed.
According to JP, one of the most common comments Flyntlok customers make is how surprised they are by the response time.
Many dealers arrive at Flyntlok after years of waiting days—or even weeks—for support responses from previous software providers.
By contrast, Flyntlok customers frequently hear back from a real person within minutes.
In some cases, JP noted, he has called customers within two minutes of receiving a ticket, often catching them off guard.
That responsiveness has become one of the most visible aspects of the Flyntlok customer experience.
But speed alone isn't enough.
What matters is receiving an actionable answer that actually helps move the issue toward resolution.
One of the most interesting parts of the episode was a behind-the-scenes look at Flyntlok's internal support philosophy.
The team operates around a standard known internally as "8 and 8."
The goal:
Importantly, the first response isn't simply an acknowledgement.
The expectation is that customers receive a meaningful, actionable response that helps them move forward immediately.
At the time of recording, Flyntlok was significantly outperforming that benchmark.
JP shared that the average issue closure time was approximately 4.75 hours—nearly half the stated goal.
This level of accountability is reinforced through internal monitoring and visibility across the organization, ensuring support remains a company-wide priority rather than the responsibility of a single department.
When asked about the fastest ticket he has ever resolved, JP estimated around 30 seconds.
The example involved an accounting posting issue caused by an incorrectly mapped income account.
Because of his familiarity with both dealership operations and Flyntlok's accounting integrations, the issue was immediately recognizable and quickly resolved.
While not every issue is that simple, the example highlights a broader point:
Expertise matters.
Fast support is valuable.
Fast support from someone who understands dealership operations is even more valuable.
One of the most unique aspects of Flyntlok's support model is the personal relationship customers develop with support consultants.
Many customers know support team members by name.
Some even request specific consultants when submitting tickets.
According to JP, this happens because Flyntlok prioritizes real conversations.
Rather than relying exclusively on ticket exchanges and email threads, consultants frequently pick up the phone and speak directly with customers.
Those conversations help support teams better understand problems while also creating stronger relationships over time.
The result is a customer experience that feels far more personal than traditional software support.
In fact, customers regularly send support consultants gifts, apparel, and company swag as a way of expressing appreciation.
One memorable example came from Miller & Sons, a golf cart dealer that sent JP a package containing popcorn, beef jerky, a gift card, and branded apparel.
While the gifts aren't the goal, they serve as evidence of the trust and goodwill that strong customer relationships can create.
The episode also included a live walkthrough of Flyntlok's support workflow.
Customers can submit tickets directly within the platform using the built-in support tools.
When creating a ticket, users are encouraged to provide:
The more context provided, the faster support can diagnose the problem.
One particularly powerful feature is Flyntlok's ability to automatically capture the page the user was viewing when the issue occurred, as well as the steps leading up to it.
This allows support consultants to immediately jump into the affected workflow without spending time gathering basic information.
Customers can also:
This transparency helps eliminate the "black box" experience that often frustrates software users.
The conversation also touched on one of the industry's hottest topics: artificial intelligence.
Rather than replacing support staff, Flyntlok is currently using AI internally to help consultants work more efficiently.
The goal is not fewer humans.
The goal is better support.
AI is being trained to assist consultants by:
This allows support professionals to spend less time on repetitive questions and more time solving complex customer challenges.
Potential future use cases could include helping customers navigate common workflow questions, but Flyntlok's approach remains intentionally cautious.
Accuracy matters.
Trust matters.
Human expertise remains essential.
As Jenny emphasized during the episode, the team wants to ensure any AI-assisted support experience provides reliable, trustworthy answers before introducing it directly to customers.
To close the episode, Jenny asked JP what makes him most proud of the Flyntlok support team.
His answer centered on accountability.
The team holds itself responsible for customer success.
Support consultants are committed to delivering complete answers, following through on problems, and continuing to investigate issues until a resolution is found.
That mindset—combined with deep product knowledge, responsiveness, and genuine customer relationships—has become one of Flyntlok's strongest differentiators.
Software features matter.
Reporting matters.
Integrations matter.
AI matters.
But when dealerships encounter a problem, they don't want a ticket number.
They want answers.
And more importantly, they want answers from people who understand how dealerships actually operate.
That's why support at Flyntlok isn't treated as an afterthought.
It's built directly into the product experience.
Because the best software isn't just software.
It's the people standing behind it.
.svg)
.svg)
