Client Overview
Hi-Tech Lubricants Ltd (HTL) is one of Pakistan’s leading companies in the lubricants and automobile services sector. With a strong nationwide presence, HTL operates HTL Express Service Centers that provide vehicle maintenance, lubricants, and related automotive services.
As HTL scaled its operations across Pakistan, managing service centers manually became increasingly challenging. The company needed a digitally unified solution to standardize processes, monitor performance, and improve customer experience across all locations.
The Problem We Solved
HTL’s rapid expansion brought operational complexities, including:
Decentralized service center operations, with inconsistent workflows across locations.
Manual service records and billing, leading to errors and inefficiencies.
Limited visibility for management, making it difficult to track performance of individual centers.
Inconsistent customer experience, as processes varied from one service center to another.
No centralized monitoring, hindering decision-making and governance.
The client required an automation solution to unify service center operations, ensure consistency, and provide real-time visibility.
Our Approach
MMC implemented a comprehensive automation solution for HTL Express Service Centers nationwide:
Centralized Service Center Management
Standardized workflows across all service centers.
Enabled digital record-keeping for services, inventory, and billing.
Customer Management
Built a system for capturing and managing customer data.
Introduced automated service histories and reminders for repeat customers.
Billing & Payments Automation
Developed an integrated billing system with transparent invoicing.
Linked payment tracking with head office for centralized reconciliation.
Inventory & Resource Tracking
Automated monitoring of lubricants and spare parts usage.
Implemented stock-level alerts for proactive replenishment.
Monitoring & Reporting Dashboards
Provided management with real-time insights into operations across Pakistan.
Enabled performance tracking for individual service centers.
Results
The automation initiative created measurable impact for HTL:
Operational Efficiency: Reduced manual errors and streamlined workflows across 100% of service centers.
Consistency Nationwide: Standardized customer experience across all locations.
Real-Time Monitoring: Leadership gained visibility into daily operations and performance.
Improved Customer Engagement: Service history, reminders, and transparent billing boosted customer trust and retention.
Scalable Foundation: A platform ready to integrate future modules like loyalty programs, mobile apps, and predictive maintenance analytics.