Overview

Honda Türkiye decided to launch a comprehensive mobile application project aimed at supporting its preparation for the automotive industry’s ongoing electrification and connectivity transformation, while also digitizing conventional operational processes and enhancing the CRM performance of its dealer network.

The project aimed to increase the Customer Satisfaction Index by enabling users to manage processes such as service appointments, roadside assistance, and customer support through a single mobile application. Establishing a direct communication channel with customers and maintaining a competitive market position were among the key strategic benefits expected from the project.

Preparation

Before moving into the design and development phase, a comprehensive benchmark study was conducted. User reviews and feedback related to automotive mobile applications in both Turkey and global markets were analyzed in detail.

As part of dealer and service visits, DMS interfaces, purchasing workflows, service operation forms, and the entire process from vehicle drop-off to delivery were observed on-site. On the customer service side, meetings were held with call center teams to analyze how customer requests are received, evaluated, and resolved.

Vehicle Ownership

Vehicle-related data—including model, version, license plate, mileage, service history, and recall information—was integrated into the Honda Yanımda application through the Dealer Management System (DMS), which manages dealer vehicle and service records. This integration enabled users to easily access vehicle information via summary and detailed vehicle screens.

Vehicle Users

A structure was designed that allows users to authorize additional users for their vehicles within the application. This enabled individuals who are not the official vehicle owners to actively participate in service-related processes.

Vehicle Users

Service Appointment Creation

We consolidated all forms across the site, along with the contact information users may need, under a single structure. This led to the development of the “Talk to Honda” experience, designed to address communication needs from one central point.

Appointment Status & Service Notifications

After an appointment request is created, users receive notifications for appointment confirmation and upcoming appointment reminders. Once the vehicle is delivered to the service center, status updates such as “in progress,” “awaiting approval,” and “ready for delivery” are communicated through the application, allowing users to track service processes step by step.

Evaluation Survey

Upon completion of the service process, users are directed to an evaluation survey, and their feedback is transmitted directly to Honda Turkey through the application.

Service History

Users can view their vehicle’s service history—including dates, performed operations, and costs—via the service screens. This allows the entire service history of a vehicle to be tracked from a single location.

Roadside Assistance

The application enables users to instantly access Active Roadside Assistance services during emergencies such as accidents or breakdowns and directly connect with assistance teams via the dedicated roadside assistance interface.

To protect user data, maintain traceable communication workflows, and ensure consistent customer experience standards, video communication along with photo and video sharing capabilities were built directly into the application. This integration improved response efficiency, reduced operational costs, strengthened data security, and enabled roadside assistance processes to be monitored and optimized, supporting Honda’s customer satisfaction goals.

Reminder Mechanism

Through notifications sent via the application, users are clearly informed about upcoming periodic maintenance schedules, available service campaigns, and vehicle-specific recall announcements.

Warranty Information

The application allows users to access warranty details, including warranty duration and digital warranty booklets, directly through their mobile devices. This feature supported Honda’s transition toward delivering warranty documentation exclusively via the application, creating a centralized and controlled warranty management structure and improving operational efficiency.

Model Information

Providing access to model-related visuals, pricing, equipment details, and technical specifications directly through the mobile application ensured that users could continue their research journey without leaving the app environment.

Dealer Information & Appointment Management

Users can access contact and location details for all Honda dealers across Turkey or the nearest service center via the application. Scheduling meetings with sales consultants and booking test drive appointments can also be completed easily through the app.

Native Mobile Application Development Approach

The application was developed natively for both iOS and Android platforms. This allowed full utilization of platform-specific performance advantages, resulting in a fast, responsive, and highly stable user interface. The native development approach ensured a consistent user experience across different devices and operating system versions.

Backend Architecture & Microservices

The backend architecture was designed using a microservices approach to enhance scalability and flexibility. By enabling services to operate independently, system performance was maintained even during periods of high user traffic. This architecture also made development, maintenance, and scaling processes more manageable.

Cloud Infrastructure & CI/CD Processes

The cloud infrastructure was built on a container-based architecture, with all services managed through automated CI/CD pipelines. Health check controls performed during deployments allowed potential issues to be detected early, and problematic releases were automatically halted to ensure uninterrupted application availability.

Caching & Performance Optimization

Multi-layer caching mechanisms were implemented to support application performance. Cache durations were dynamically adjusted based on usage scenarios, ensuring fast response times while minimizing system load. This approach contributed to stable performance even during peak usage periods.

Scalability, Security & Load Resilience

The entire system was designed to support scalability, advanced security layers, and high traffic loads without reliance on external solutions. This ensured that the mobile application operates on a secure, resilient, and sustainable infrastructure over the long term.