Digitalization of car services: Implementation of CRM systems and business automation

Agayev, Rais (2025) Digitalization of car services: Implementation of CRM systems and business automation. World Journal of Advanced Engineering Technology and Sciences, 15 (3). pp. 1959-1967. ISSN 2582-8266

The industry is changing significantly, driven by quick digitalization and CRM systems for better customer connections. Because market expectations are growing and customers expect more, businesses use automation and digital technology to boost their service quality, workflow, and customer interaction. The paper studies how car service enterprises manage to implement CRM systems and automate their processes. It traces their effects on business results, customer satisfaction, and the company's flexibility. Using a broad range of sources, this study combines recent changes in digital transformation, new automation approaches, and automotive CRM techniques. The data reinforces that using CRM is related to better loyalty from customers, easier prediction of revenue, and better openness in processes. Moreover, the research puts forward an integrated approach to reviewing how advanced car service providers use technology and their workforce. It further notes that data is sometimes fragmented, employees sometimes do not accept it, and technology turns out to be complicated, recommending clear ways to use CRM and automation well in car services. The findings enhance our grasp of digital strategy making in the automotive maintenance process and give helpful advice to those who need it.