Everest Motors Pvt. Ltd., Birgunj
Giving Customers a Direct Line Into Their Own Service History
Everest Motors gave customers self-service access to their own vehicle records and service history through Pagoda DMS's Customer Portal, cutting routine support calls sharply.
Posted on July 22, 2026
Client Overview
Everest Motors sells and services vehicles from a single large dealership in Birgunj with a loyal, repeat customer base. Even simple questions — "when was my last service?", "what's my warranty status?" — required a phone call to the service desk and a manual records lookup.
As the customer base grew, so did the volume of these routine calls, taking staff time away from customers actually in the showroom or service bay, and leaving phone customers waiting on hold for information staff had to look up manually every time.
“Customers used to call for things they can now just check themselves. Our front desk isn't buried in routine lookups anymore.”
Nirajan Basnet
Customer Service Lead, Everest Motors Pvt. Ltd.
Business Challenges
Routine Calls Overloading Staff
Simple record lookups took up a large share of the service desk's daily call volume.
No Self-Service Option
Customers had no way to check their own service history or warranty status without calling in.
Phone Customers Left Waiting
Every call required staff to manually pull up records before they could answer even a simple question.
Our Solution
Self-Service Customer Portal
Customers log in to view their own vehicle records, service history, and warranty status anytime.
Online Service Booking
Customers can book their next service appointment directly through the portal.
Automatic Record Sync
Every service visit updates the customer's portal record automatically — no manual entry needed.
What the Results Show
Fewer Routine Support Calls
Customers now check their own records instead of calling the service desk.
More Online Bookings
Service appointments booked directly through the portal rose significantly.
Active Portal Customers
More than a thousand customers now use the portal regularly.
Time to Go Live
The portal was configured and launched to customers within two weeks.
Implementation Approach
Pagoda DMS connected the existing customer and service records directly to the new portal, so there was no separate data entry — every customer's history was available from day one without the dealership doing any manual setup.
Everest Motors introduced the portal gradually, inviting customers to register at their next service visit rather than mass-emailing the entire customer base at once, which kept adoption steady and support requests manageable.
Conclusion
Everest Motors' service desk now spends its time on customers who need real help, not routine lookups anyone can do themselves online. Customers get instant answers, and the dealership has a direct digital relationship with over a thousand repeat customers.
