General Motors’ OnStar service connects millions of drivers to live advisors — and those advisors needed better tooling. 247 Labs developed the OnStar Advisor booking web app from scratch, enabling GM customer service reps to book nearby restaurant and hotel offers for drivers, seamlessly integrated into GM’s existing systems. The result was a faster booking workflow and measurable business impact: improved customer satisfaction, higher retention, significant cost savings, and revenue growth for one of the world’s largest automakers.

Creating and integrating the OnStar Advisor web app — with nearby offers for GM reps — had to happen without disrupting live operations. The stakes were high on three fronts at once: the web app had to be genuinely user-friendly for customer service reps working in real time with drivers, it had to integrate cleanly into GM’s existing enterprise framework, and the rollout had to ensure reps understood and adopted the new workflow. Meeting all three demanded precise planning and technical innovation inside one of the most complex operating environments in the automotive world.

247 Labs developed the OnStar Advisor booking web app from scratch — a purpose-built tool that lets GM customer service reps find and book nearby restaurant and hotel offers for OnStar drivers. Every design decision centered on the advisor’s workflow: surfacing relevant nearby offers quickly and making booking a fluid part of the customer conversation. Just as critical was what users never see — the app was seamlessly integrated into GM’s existing systems, so staff could adopt it inside the tools and processes they already used every day.

Integrating the Advisor booking web app with nearby offerings streamlined operations end to end across the OnStar service experience — and the results compounded well beyond the booking screen.