How Flyntlok support works

Support is part of the product

Jenny opens with something that rarely gets enough attention when dealers evaluate a DMS: customer support. Every software company says it has great support. At Flyntlok, support isn't a department on the sidelines. It's a core part of the product, built into the app itself.

Why support belongs on your checklist

JP says a DMS is a tough world to navigate, and you don't know what you don't know. Support can walk you through a workflow you don't understand or help you find the data that improves productivity. His goal is to handle the parts that are in the weeds, so the dealer can get on with growing profit and revenue.

What dealers compare it to

Customers tell JP they used to wait days, sometimes weeks, for an answer from their previous DMS. He'll call a customer two minutes after they submit a ticket, and the reaction is usually, well, that was fast.

The 8 and 8 standard

The team holds itself to a standard called 8 and 8, tracked in a Slack channel that keeps everyone accountable. The first response comes within 8 minutes, and it has to be actionable, something you can use to resolve the issue, not a note that leaves you where you started. The goal is to close the issue within 8 hours.

Submitting a ticket

JP's example is a work order that won't invoice because the Invoice button is grayed out. The user clicks the question mark icon in Flyntlok, adds a title and describes the problem. JP asks for as much context as possible: are you seeing an error, is there a button you can't click? Screenshots are great too. After submitting, Flyntlok confirms the issue was created, and the user can view it, add messages and see every reply.

What the support team sees

On the support side, JP grabs the ticket and opens it. Flyntlok has already captured the page the user was on and the page before it, so he can see the steps that led there and jump straight into that work order or report. The ticket also shows the shop name, location and phone number in case a call is faster. When JP replies, the customer sees it in the ticket and gets a notification on the bell icon in the top right.

How AI fits in

The AI support the team is building is used internally. It helps consultants diagnose potential blockers they might not think of right away. On a simple workflow question that might take five minutes to write up, it can draft the response. Five minutes here and there adds up, and it frees the team for more in-depth issues. As Jenny puts it, the goal isn't fewer humans. It's supporting customer support.