Case Study: AUTOonline achieves streamlined case management and faster customer response with Bonitasoft

Automation of processing and monitoring of claims with Bonita

AUTOonline, a leader in sales and servicing of used and accident-damaged vehicles with operations in 80+ countries and ~4,600 employees, faced slow, error-prone case handling because files were managed ad hoc via email. Operators handled more than 40 incoming emails daily, ownership of each case fell to a single person, and processes lacked traceability, centralized information and quick response times. To modernize workflows AUTOonline engaged Bonitasoft (via integration partner SoftTD@) and adopted the Bonita platform to rework their case management.

SoftTD@ implemented an iterative, case-oriented Bonita solution that centralized incoming mail and all case data, generated alerts and enabled collaborative handling so multiple employees can work a file simultaneously. As a result (via Bonitasoft’s platform) AUTOonline achieved faster responses, better customer service, reduced onboarding time for new staff, visibility of bottlenecks, and consolidated Spain/Portugal management—freeing people for higher‑value tasks and improving traceability across the process.

AUTOonline