“From Fragmented Workflows to Fluid Motion” – Kal Tire’s Journey to Real-Time Service Coordination
When Christyna at Kal Tire reflects on the transformation of their field service operations, she uses a simple but powerful metaphor: a relay race.
“Service delivery is like passing a baton. Many hands many transitions. It has to be smooth. It has to be precise.”
For years, Kal Tire’s service relay faced unnecessary friction. Dispatches were delayed. Critical data was missed. Communications were siloed. But since 2020, partnering with the Vantage team and implementing REACH has transformed that baton pass into a seamless exchange—reliable, accountable, and fast.
The Starting Point: A Relay with Gaps
Before REACH, Kal Tire’s service delivery system was built on a mix of emails, manual entries, and disconnected tools. A single service request often takes up to 45 minutes to be fully dispatched. Field technicians struggled with incomplete job details.
Redundant steps slowed billing. And valuable safety or cause-of-failure data often slipped through the cracks.
Each delay created ripple effects: lost time, uncertain accountability, and slower customer updates. In a business built on responsiveness, those gaps weren’t just operational inefficiencies—they were competitive risks.
The Transformation: Building a Connected Service Engine
Kal Tire began collaborating with the Vantage and REACH teams in 2020 with a clear mandate: eliminate lag, reduce human error, and embed accountability across every service touchpoint. Here’s how that vision became a reality.
1. Dispatch Time Cut by 87%
By integrating REACH with Kal Tire’s intake channels—web forms, email, and internal inspection apps—the time to dispatch dropped from 45 minutes to just 6 minutes. What once required multiple layers of triage is now a direct, trackable, and automated flow.
2. Smarter Workflows Through a Standardized Tech Checklist
The REACH platform enabled Kal Tire to implement a unified checklist that all technicians follow. It ensures:
- Safety compliance is captured
- Billing data is validated
- Root causes are documented
With this, follow-ups decreased, accuracy improved, and the data collected began to drive better decisions downstream.
3. Webhooks + POS Integration = End-to-End Visibility
With event-triggered messaging and system integration, Kal Tire can now:
- Notify customers automatically during service events
- Push repair data directly into their point-of-sale system
- Eliminate manual entry and billing delays
4. A Better Interface for Faster Action
Visual UX upgrades were made to align with Kal Tire’s operational rhythms. Customizable layouts, intuitive color coding, and prominent call-to-action (CTA) buttons have empowered dispatchers to act faster and with greater confidence.
The Result: From Reactive to Ready
Today, Kal Tire’s service system runs on clarity, speed, and coordination:
- Dispatch time down to 6 minutes via automated intake
- Reduced manual touchpoints across service, customer comms, and billing
- More consistent data capture around safety, failure cause, and completion
- Accelerated billing through integrated POS handoff
- Improved customer satisfaction, driven by real-time updates, faster response, and clearer service visibility
Christyna sums it up:
“Working with the REACH team has helped us smooth out transitions and pass the baton more effectively.”
Why It Matters
What Kal Tire built is more than a faster dispatch system—it’s a foundation for continuous improvement. By streamlining the way information flows between people, systems, and customers, they’ve taken control of their relay.
The race is still on. But now, every handoff moves the company forward.
About Kal Tire
Kal Tire is a Canadian leader in commercial and mining tire services, known for its commitment to operational excellence, safety, and innovation. With nationwide reach and a deeply embedded field service operation, Kal Tire continues to raise the standard for responsive, data-driven customer support.
