We help Platinum Repairs save hundreds of hours every weekand we'd love to do the same for you.

Our client, Platinum Repairs, operates in the demanding insured electronics repair industry, where expectations for precision and efficiency are exceptionally high. Insured clients not only expect world-class service but also rely on the company to deliver it seamlessly. For insurers, even minor complaints can escalate into significant issues, making flawless operations a critical business requirement.

In such a high-pressure environment, it’s vital that every process—from claims handling to customer interactions—runs like clockwork. Errors in administration or delays in communication could jeopardize client satisfaction and insurer relationships, which are the cornerstone of Platinum Repairs’ success.

The Automators was born from this exact need. Founded by the same visionary who built Platinum Repairs, The Automators has spent years perfecting the art of automating the workflows of fast-paced, high-stakes businesses. Unlike generic automation firms, we bring firsthand experience and deep industry insights to the table.

We’re not your average “online” automation agency launched by someone fresh out of school. At The Automators, we’re led by seasoned business leaders who have personally navigated the challenges of client communication, process optimization, marketing strategy & automation, and scaling operations. Leveraging principles like the 80/20 rule, we focus on delivering maximum value through intelligent and efficient solutions.

The case study highlights a few of  our tailored automation strategies that transformed Platinum Repairs’ operations, helping them achieve unprecedented efficiency, reduce costs, and enhance client satisfaction—all without compromising on quality or precision. They have, in fact, received multiple service awards from leading insurance companies in South Africa.

Insurance Claim Processing

Processing insurance claims efficiently is critical for Platinum Repairs, which handles hundreds of claims monthly from multiple insurers via PDFs, emails, and forms. Our automation streamlines this complex process to save time and improve accuracy.



How we've helped:

  1. Extracting and formatting data Our system extracts relevant data from claims, regardless of file format, insurer, or template. This data is then automatically formatted to integrate seamlessly into Platinum Repairs' workshop management system.
  2. Seamless client communication Once the data is saved securely, clients are instantly contacted via email and SMS, guiding them through the next steps in the claims process. This ensures timely and professional communication.
  3. Dynamic smart forms for client arrangementsClients are offered smart forms tailored to their situation. These forms allow them to easily arrange assessments or repairs. Based on their choices, our system can automatically:
    • Book courier services.
    • Provide office location details.
    • Schedule a visit from a mobile technician.
  4. Location-specific options with conditional logic Using intelligent conditional logic, clients only see options relevant to their location. For example, if a client is in Hazyview, where Platinum Repairs doesn’t have an office, they are only shown relevant solutions.
  5. 24/7 automated processing Every step of this process happens automatically, without the involvement of Platinum Repairs' team. Clients receive immediate assistance, even during peak admin workloads or outside office hours.

The result:

  • A seamless, efficient claims process for both clients and Platinum Repairs.
  • Faster claim resolutions with minimal manual intervention.
  • Improved client satisfaction through prompt and tailored support.

Email and Call Reduction via AI Chatbot

Handling inquiries can be overwhelming for any team, especially when they occur during peak times. Our friendly AI chatbot transformed how Platinum Repairs manages client interactions, reducing workload and saving costs.

 

How we've helped:

  1. Drastically reducing inquiries
    After an 80/20 analysis of enruiries, we built an AI chatbot that resolves the majority of common client questions, bringing daily inquiries down from an average of 23 to just 3. This significant reduction means fewer disruptions for the admin and reception teams, and clients get the right answer each time, quickly. A built-in escalation system hands over to a human if needed.
  2. 24/7 availability
    The chatbot operates around the clock, providing instant, accurate responses to client questions—whether it’s about claim statuses, repair processes, or booking options. Clients are never left waiting for answers, even outside business hours. For  after-hours questions that the bot can't answer, client details are captured and sent to the team for attention the following working day.
  3. Freeing up team capacity
    With fewer inquiries to manage, the chatbot freed up 30% of a skilled manager’s time and significantly reduced the reception staff workload through fewer phone calls. Team members have more time to focus on other high-importance tasks that automation can't help with.
  4. Substantial cost savings
    By reducing inquiry volume and improving efficiency, Platinum Repairs is saving an estimated R12,000 per month in operational costs.

The result:

  • Enhanced client satisfaction through quick, accessible service.
  • A more productive team focused on impactful work.
  • Tangible cost savings, boosting overall business efficiency.

Automatic Emails & Follow-ups

Managing follow-ups manually can be time-consuming and prone to errors. Our automation ensures nothing slips through the cracks by proactively monitoring the progress of claims, devices, and client interactions.

 

How we've helped:

  1. Following up with clients
    If a client hasn’t responded to an email, SMS, or through the dynamic form, our system automatically sends a polite reminder at appropriate intervals. If no response is received within a set period, the claim is automatically escalated to a manager for attention.
  2. Tracking courier progress
    For claims involving couriered devices, our system tracks delivery timelines in real time. If a device doesn’t arrive when expected, the system automatically notifies the team, ensuring delays are addressed promptly. 
  3. Flagging stuck claims
    The system monitors every step of the claims process. If a claim stalls—whether due to incomplete client action, courier delays, or internal processing issues—the system flags it and triggers an alert or follow-up action. Clients and team members are notified as necessary, minimizing frustration and keeping processes on track.

The result:

  • Faster resolution of issues, ensuring clients experience smooth and efficient service.
  • Platinum Repairs’ team can focus on more complex tasks rather than routine follow-ups.
  • A reliable system that works 24/7, so claims progress even outside office hours.

Inventory and Parts Management

Ensuring the right parts are available when needed is critical for seamless repairs. Our automation system takes the guesswork out of parts sourcing by streamlining communication with suppliers and tracking responses.


How we've helped:

  1. Automated quote requests When a specialised, out-of-stock part is required for a repair, the system automatically contacts multiple pre-approved suppliers, requesting quotes. This ensures competitive pricing and faster sourcing without manual effort.
  2. Timely follow-ups If a supplier doesn’t respond within a set timeframe, the system sends automated reminders, ensuring delays are minimized. The Platinum Repairs team no longer needs to spend time chasing quotes, reducing downtime.
  3. Centralized quote management All quotes are received and organized in one place, making it easy for the team to compare options and select the best supplier. This reduces errors and ensures efficient decision-making.
  4. Improved supplier relationships Automation ensures consistent communication and follow-ups with suppliers, leading to more reliable partnerships and better service.

The result:

  • Faster part sourcing, reducing repair turnaround times.
  • Reduced manual admin, allowing the team to focus on high-value tasks.
  • Better cost control through competitive quoting and accurate inventory tracking.
Saving money & having more time = big win

It's time to overcome common bottlenecks:

  • Slow operations from manual tasks
  • Missed leads from clunky systems
  • High admin costs cutting into profits
  • Inconsistent customer service
  • Poor integration across channels
Let us help you streamline your business operations and client interactions. Our solutions are budget-friendly and designed to empower your business with powerful tools that level the playing field. Compete confidently with industry heavyweights, even if they have larger budgets. We believe in earning your trust by consistently delivering incredible value. No long-term contracts here.

With our help:

  • Your clients will enjoy smoother, faster service.
  • Your team will have more time to focus on what truly matters, breathing a sigh of relief as tedious tasks become a thing of the past.
  • Your business will run smoothly, while improving profitability.
We specialize in implementing AI and automation across multiple areas of your business, ensuring seamless integration and maximum efficiency. Additionally, we provide ongoing support to keep your systems up to date and adapt them as your needs evolve.

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