Fionna Blackburn is the owner of MTA Queensland member business, Southeast Auto Mechanical in Beenleigh. A qualified mechanic and keen businesswomen, Fionna opened Southeast Auto in 2016 and since then has offered quality service to the community with the support of her team. As a business owner as well as somebody with experience in the automotive workshop, Fionna joined the Digital Champion project with MTA Queensland in the interest of ensuring the future of her business. MTA Queensland has long advocated on the importance of staying flexible and willing to adapt to the changing technological landscape and with the education and support from MTA Queensland, Fionna became aware that she would need to stay innovative in this period of mass disruption to ensure her business stays relevant and continues to bring in existing and new customers. Due to MTA Queensland’s recommendations and education, Fionna implemented the blockchain technology platforms and Auto Guru in her day to day business practices.

a. Improved Business Processes:

Auto Guru is an established online booking platform that allows consumers to request a quote for, and then book, a vehicle repair or service from workshops in their area. The platform was created to answer a need in the automotive industry.

Auto Guru is aimed at helping businesses become more efficient and productive, offering a secure way to share and collaborate, generate more business and improve business processes – all from the one platform.

This platform has ensured Southeast Auto Mechanical is experiencing improved business processes through the ease of booking and confirming services and mechanical work, as well as allowing for secure payment transaction to be made. It has also improved businesses processes by catering to a new demographic that prefers to book online rather than over the phone or through other means.

b. Attraction of Additional Customers and Expansion into New Markets:

Built to broaden the reach and brand of a business, Auto Guru is designed to being in additional customers.

“From my perspective, the internet has played a huge role in our business with Facebook, Instagram, and platforms such as AutoGuru, the online booking site for vehicle service and repair.

That is a massive change for the industry. Before, a customer would have to call around to get quotes but now, those quotes are in front of them in under a minute. And they can leave reviews and ratings of businesses they use. To me, that sort of feedback and transparency is a huge thing.

We have new customers, happy customers, good reviews and, to me, it’s the future. If you’re not in it, you’re going to be left behind, that is my view.” – Fionna Blackburne.

Fionna, realising the benefit of joining a platform backed by industry, was a long-term customer of Auto Guru. Through this platform, Southeast Auto have attracted additional customers and expanded into new markets by:

• Providing quality service to customers at a price that is acceptable to both parties.
• Catering to a new market of individuals who are more comfortable requesting quotes and booking services online.
• Providing hassle free and risk-free booking options for customers.
• Being location focused and allowed customers to discover new automotive businesses within their area.
• Having a rating system and being review focused. Customers are much more likely to go to a business if they have good reviews.
• Having automatic reminders giving the customer the impression of a professional and organised business.

c. Achievement of a Better Work/Life Balance While Growing the Business:

Auto Guru provides an easy-to-use platform that includes secure payment options as normal for blockchain technology. The businesses that use this platform are assured of achieving a better work/life balance while growing their business and this is obvious through Auto Guru giving businesses the opportunity to adapt to the changing landscape, to reach more customers, make money from their assets, be more productive and gain a greater financial return.

By providing businesses and Southeast Auto Mechanical with the tools and platform to adapt to the changing landscape, Auto Guru takes away unwanted stress when businesses are assured that they are remaining innovative and flexible in the changing industry. This in turn will remove the need for business owners, such as Fionna, to invest time and energy into researching options to grow her customer base, reach new audiences and bring in additional revenue.

In addition to this, the Auto Guru system provides automatic alerts and timely reminders for services booked and services that are due. This will minimise manual processes and ensure Fionna has more time to focus on other business ventures or her personal life.

By assisting businesses navigate new and uncertain times, Auto Guru can engage with other businesses and the public on a large scale, see how they can collaborate with each other, and give them a competitive advantage, ensuring the growth of Southeast Mechanical Auto and other businesses utilising the platforms to their full benefit.

d. Any Issues of Concern:

The most significant issue of concern with the implementation of Auto Guru is that consumers may not be aware of the platform and therefore not able to ask for quotes or book their services using this option. For Fionna, this is combated in two ways.

Firstly, Fionna as well as current and future customers can be assured that there is still an option for them to book work through additional methods such as email or phone.

Secondly, Auto Guru is continuously growing meaning that over time more and more consumers will become aware of the platform and similar to Uber, booking an automotive service through Auto Guru will become second nature.