Customer story · BYD UK
From a blank sheet of paper to the whole BYD network.
BYD UK is rolling out Autotech Connect’s connected workshop technology across its retailer network after a multi-month trial. FieldPal provides the AI-assisted reporting and the technical knowledge lookup, alongside RealWear headsets and Wideum remote support.
- 20–30 min
- technical searches cut to seconds or minutes
- Zero
- skipped fields or missing photographs on a warranty write-up
- 146
- BYD retailers fed into the design
- Customer
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- Delivered by
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- Alongside FieldPal
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What changed
Right first time, and technicians who want to use it
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More accurate write-ups
Mandatory fields and photographs can’t be skipped, so every warranty submission goes off complete.
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Fewer rejections
Complete claims mean less back and forth with warranty, and less rework chasing missing information.
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Answers in seconds
Searches for bulletins and procedures that took 20 to 30 minutes now take seconds or minutes.
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A “game changer”
Some technicians started sceptical. Once they had used it, the reaction kept getting more positive.
The rollout
Trialled in live workshops. Now going network-wide.
BYD UK set out to keep its aftersales infrastructure moving at the pace of the brand’s growth. With Autotech Connect, it designed a connected workshop solution to reduce vehicle downtime and help retailers diagnose and repair vehicles quickly.
The technology was tested in live dealership operations over several months, at pilot sites including Glyn Hopkin BYD and Busseys BYD, with technicians and managers giving feedback throughout. In September, Autotech Connect showed it to BYD retailers around the country. It is now being rolled out across BYD’s UK network.
Customer care is extremely important to us and, in partnership with Autotech Connect, we wanted to design a state-of-the-art technical solution that would support that journey by reducing vehicle downtime and helping our retailers diagnose and repair vehicles quickly.
Glyn Hopkin BYD
It started with one question: how can we save you time?
At Glyn Hopkin BYD, Service Manager Richard Slimming says the project began with a “complete blank sheet of paper”. Nothing was decided in advance. Autotech Connect, BYD and the participating retailers worked out where technicians were losing time, then tested what would get it back.
Two answers came out of the trial that FieldPal handles: the write-up, and finding the information.
Reporting
A warranty write-up that can’t be submitted half-done
Warranty administration was one of the first places time was being lost. It became a structured digital submission: the information and the supporting photographs in one document.
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Capture
The technician records the findings and photographs as part of the job.
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Check
Mandatory fields and photographs can’t be skipped, so nothing goes off incomplete.
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Submit
Less back and forth with warranty, and less rework from incomplete information.
The document completion is saving us time as well as reducing the backwards and forwards with warranty. The system is set up so it won’t let you complete the write-up if it isn’t complete – you can’t skip the mandatory fields or photographs.
Knowledge lookup
Twenty minutes to find it. Five minutes to do it.
Russell Clark, Master Technician at Glyn Hopkin BYD, once spent around 20 minutes finding the instructions to remove a door panel. Removing it took five.
With FieldPal, the technician asks for the procedure or bulletin and it comes back from BYD’s own technical documentation. In the trial, searches that used to take 20 to 30 minutes came down to seconds or minutes.
The data lookup capability that the AI solution offers is fantastic. Instead of spending half an hour looking for a technical bulletin, you can ask the solution if there is a bulletin relating to a particular subject and it will find it for you.
The full solution
Three technologies, one connected workshop
Autotech Connect brings the automotive understanding and puts its technology partners together around the workshop. Each partner covers its own part.
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FieldPal
AI-assisted reporting and knowledge lookup: write-ups that can’t be submitted incomplete, and answers from the technical documentation.
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RealWear
Hands-free headsets, so the technician keeps both hands on the vehicle.
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Wideum
Remote support that lets a specialist see what the technician sees. In the trial, some repairs finished hours or even days sooner because nobody had to wait for an in-person visit.
What’s next
“This is just the start.”
Some technicians were sceptical at first. Maurizio Pisano says the reaction kept getting more positive once they tried the technology for themselves, and some called it a “game changer”.
For BYD UK, the rollout is the next stage rather than the end. “We’ve got some really exciting plans to take this further,” Maurizio says. “This is just the start of a really good project, and it’s only going to get bigger.”
Figures and quotes are from BYD UK and Autotech Connect’s announcement of the rollout, October 2026.
Run the same trial in your workshops
Talk to us about FieldPal for your dealer network, or ask Autotech Connect about the full connected workshop solution.