CarRx

Director of Dealer Services — FIXD Automotive | 03/2022 – 06/2023

When I arrived, CarRx had a list of users and nothing else. No campaign visibility, no metrics, no way for a dealer to know if anything they were doing was actually working. The experience challenge wasn't building a dashboard — it was convincing a BDC rep juggling 80 customer interactions a day that a data tool could make their job easier instead of just more complicated. Every decision ran through that filter.

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First-Place Diamond Award — Service Retention

Earned within the first year of the platform's launch

Dealership Dashboard

Transforming a raw user list into a data-driven view of every customer relationship a dealer owns.

Before

CarRx had a static list of users and no operational insight. Dealers couldn't see who was engaging, which campaigns were working, or what actions to take next. The data existed — it just wasn't doing anything.

After

The dashboard surfaced each customer's vehicle data, service history, and engagement signals in one place. BDC reps could see exactly who needed follow-up and why — without digging through separate systems or guessing. The customer view categorized owners and vehicles by risk and opportunity, and the appointments view made every scheduled interaction visible and actionable.

Skills Applied

Requirements Gathering
Research & Analysis
Connected Vehicle Data Strategy
Backlog Management
Sprint / Quarter / Annual Planning
3rd Party Stakeholder Management

Dynamic Campaign Manager

Built from nothing. Before this, there were no campaign metrics, no oversight, no visibility into whether any outreach was landing.

Dynamic Workflow Engine

Interval-based workflows dealers could configure themselves — branching on vehicle events like Check Engine alerts, maintenance windows, or ownership milestones. The system reacted to the car, not just the calendar.

Multi-Channel Messaging

Email and in-app mobile messages, sent separately or together, at different points in the same campaign flow. Right message, right channel, right moment — not a blast to everyone.

Full-Funnel Visibility

Opens, clicks, clears, spam, deletes, and appointment conversions — tracked across every campaign and channel. For the first time, dealers could see what was working and make decisions based on evidence instead of instinct.

Consumer Mobile Application

The dealer side was only half the experience. This is what it looked like for the customer.

Vehicle owners could receive dealer messages, book service appointments, check diagnostics, track recalls, locate their vehicle, and report theft — all from a single app. The campaign manager and the mobile app were two sides of the same experience loop.