Customer Story

Challenges

The leadership recognised that motivation among workshop employees could no longer rely on annual events or manual reward cycles. They needed a consistent, transparent, and digital-first framework that could recognise performance daily, build safety awareness, and connect every technician to the organisation’s larger mission.

• Manual and paper-based reward systems: Recognition for mechanics was handled offline through hr-led campaigns, resulting in delays, inconsistent participation, and limited visibility across locations.

• Inconsistent motivation and recognition: Mechanics often received recognition only during annual events. This left daily efforts and milestones unnoticed, reducing motivation among frontline staff.

• High attrition and limited career progression visibility: Skilled mechanics frequently switched workshops due to lack of recognition, unclear reward structures, and limited visibility into performance progression.

• Limited link between performance and rewards: Incentives were not directly tied to service quality, rework ratios, or customer ratings, making the reward system feel arbitrary.

• Lack of data and tracking: Leadership had little visibility into workshop-level performance trends or recognition ROI due to fragmented manual tracking systems.

The leadership team recognized the need for a digital, transparent, and scalable engagement solution that could unify performance data, recognize everyday achievements, and reduce dependency on manual HR workflows. The vision was to create a culture of continuous recognition that connected performance, safety, and craftsmanship under one platform.

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Personas Involved

• HR and Operations Teams: Managed onboarding, reward logic, and platform-wide configurations.

• Service Managers and Supervisors: Monitored performance, approved rewards, and encouraged workshop participation.

• Mechanics and Technicians: Earned points and rewards for productivity, quality, and teamwork.

• Regional Leadership: Tracked program adoption, participation, and ROI across service regions.

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Platform Setting & Implementation

The organization required a digital engagement layer that could replace manual reward processes and recognize daily achievements at scale. The implementation centered on building a unified framework that supported automation, transparency, and real-time motivation across workshops.

• ‍Migration: Transitioned from fragmented manual recognition systems to a centralised digital rewards platform. Legacy reward records, tenure milestones, and safety data were migrated securely to ensure continuity. ‍
• Branding and Design: The platform was customised with the company’s colour palette, workshop campaign banners, and role-specific recognition badges such as Garage Star, Zero Rework Champion, and Safety Leader. Branded login pages and communication templates ensured a consistent experience. ‍
• Reward Workflow: Fully automated recognition workflows were configured for KPIs such as attendance, job completion rate, and CSAT scores. The workflow enabled mechanics to earn digital points automatically after validation through workshop management systems. ‍
• Budget Management ;Budget allocation was digitised, allowing central HR and regional leads to track reward spending, control budget utilisation, and plan future top-ups. Alerts and dashboards provided spending visibility by branch, team, and campaign. ‍
• Performance Analytics: Advanced analytics dashboards were deployed to monitor trends across attendance, rework frequency, safety compliance, and customer satisfaction. Managers could drill down to specific workshops and technicians to measure ROI. ‍
• Reward Program Design: The program blended daily micro-recognition, performance-based incentives, and long-term milestone rewards. Mechanics could redeem digital rewards such as prepaid cards, fuel vouchers, and family perks.

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The Solution

To transform motivation across its workshops, the company implemented a digital-first framework built to reward consistency, craftsmanship, and safe work habits. The new model connected every technician to real-time recognition, transparent performance tracking, and meaningful incentives that reinforced daily excellence.

This shift replaced outdated manual processes with a modern engagement ecosystem—one that made recognition instant, measurable, and accessible across all service outlets.

• Digital transformation of workshop recognition: Introduced a centralized, paperless recognition platform connecting 150+ service outlets. Every recognition event—from punctuality to performance—was logged and rewarded in real time.

• AI-enabled performance tracking: Integrated workshop management systems to automate point allocation for service completion, zero rework, and safety audits. AI-driven insights highlighted underperforming branches and suggested engagement nudges.

• Gamified skill and safety campaigns: Monthly campaigns such as Speed with Precision and Safe Hands Challenge gamified safety and skill performance. Mechanics earned badges and bonuses for exceeding repair efficiency targets and maintaining safety standards.

• Peer and supervisor recognition: Enabled workshop supervisors to recognize outstanding contributions instantly through mobile notifications and digital badges. Peer recognitions were displayed on a shared dashboard visible across branches.

• Instant rewards and redemptions: Mechanics redeemed their points through a digital catalog offering 100+ reward options, including shopping vouchers, mobile top-ups, and fuel discounts. Redemptions were instant and tracked in real time.

• Comprehensive HR and leadership insights: HR and regional leaders accessed real-time dashboards that visualized recognition frequency, reward distribution, and engagement heatmaps by location, helping refine programs for higher impact and retention.

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Impact

• ‍Program Participation: 88% of mechanics and technicians actively engaged with the rewards platform within three months of launch. ‍
• Productivity Gains: Average job card completions per technician increased by 21%, improving workshop efficiency. ‍
• Rework Reduction: 36% decline in rework incidents attributed to skill-based incentives and safety gamification. ‍
• Employee Retention: Attrition dropped by 42% as recognition became more consistent and meaningful. ‍
• Safety Culture: 91% compliance achieved across all outlets, reinforced through continuous safety recognition. ‍
• Reward Redemption: 93% redemption rate achieved across points and vouchers, reflecting high engagement and satisfaction. ‍
• Managerial Visibility: Regional managers reported a 70% improvement in performance tracking accuracy through digital dashboards. ‍
• Engagement ROI: The program delivered measurable ROI with higher retention, reduced quality costs, and improved customer satisfaction scores.

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Conclusion

By digitising workshop-level recognition, the automotive network in the Philippines transformed motivation across its blue-collar workforce.

Every repair completed, every safe shift logged, and every satisfied customer became an opportunity for appreciation. The result was a motivated, disciplined, and loyal workforce that took pride in quality craftsmanship.

Through automation, AI-driven insights, and mobile-first engagement, the company built a recognition model that improved retention, reduced operational gaps, and elevated service quality across its national network.