MMEG. Relay Join the pilot list

Relay · The shop-floor operating system

One procedure runs the whole job, the same way every time.

Intake, the bench walk, the estimate, the approval, the record: every moment runs off the same procedure, and what remains at the end is proof your customer can verify.

Join the pilot list Walk the lifecycle →
Status: pre-pilot Collecting founding-shop interest
Live · Sample job
SAFETY: CONFIRM FLUID TYPE FIRST FORK: DOT OR MINERAL OIL? BLEED WITH DOT FLUID BLEED WITH MINERAL OIL SET LEVER REACH + FREE STROKE VERIFY: LEVER FIRM BEFORE THE BAR? LEVER FIRM ✓ RECORD + FINISH STILL SOFT → THE DIAGNOSTIC
The runbook, walking · A brake job, mid-walk

Demand is climbing. Service is not.

Micromobility is now transportation infrastructure for a sizable and fast-growing share of Americans. The vehicles keep coming; the service layer still runs on memory and fragmented knowledge bases.

The shops are not short of work; they are short of a system. What one bench learns, the next never hears about, and what a job proves never outlives its invoice. Nothing compounds.

~30% of U.S. bicycle sales by revenue were e-bikes in 2024. The fleet that needs service is already on the road. PeopleForBikes, 2024
~450,000 e-bikes sold direct-to-consumer in 2024, roughly 70% of DTC bike revenue. They arrive at shops that never sold them. PeopleForBikes, 2024
~60,000 app-based delivery workers in New York City alone, most riding e-bikes. A vehicle down is income lost. NYC DCWP, 2023

01 / 07 · Intake

Intake is lossy and high friction.

The job arrives as a phone call and a counter transcription. Symptoms, history, and photos die before the vehicle hits the stand. And the work your bench flagged last visit dies with them: found work walks out the door unsold.

The fix

The smart service request asks the runbook's questions up front: flagged work leads the customer's screen, guided symptoms follow, one durable request lands in your queue structured. Found work comes back instead of being forgotten.

✓ Closed by: the smart request

Described once
The smart request · Their phone → your queue

02 / 07 · Coverage

Vehicles get orphaned at the door.

About 450,000 e-bikes went direct-to-consumer in 2024 (PeopleForBikes, 2024). They land at shops that never sold them, with no procedure and no factory support, and the answer at the counter becomes no.

The fix

A runbook is coverage. If the corpus carries the procedure, your shop can say yes to a vehicle it has never seen before.

✓ Closed by: runbook coverage

The corpus
Runbook coverage · Say yes to what rolls in

03 / 07 · The bench

Every shop repairs the same vehicle a different way.

Procedure lives in whoever happens to be at the bench, and the new tech faces it alone: skill arrives by luck and leaves with turnover. The edge case solved in March is gone by June.

The fix

At the bench the runbook is the walk: deterministic, spotlit node by node, forks resolved in the open. A first-year tech runs the shop's process, hands on the wrench with push-to-talk.

✓ Closed by: the guided walk

Mid-walk
The guided walk · Forks in the open, hands on the work

04 / 07 · The estimate

Pricing a job means five open tabs.

The bench finds the work, then somebody prices it: supplier tabs, the POS, a calculator, and a retype into whatever prints. Every hop costs time or margin, and the numbers drift.

The fix

Relay connects to Lightspeed X-Series. Findings become estimate lines priced from your own catalog with stock checked, and the finished job flows back to your register. Entered once, correct everywhere.

✓ Closed by: the Lightspeed connector

Your POS
The Lightspeed X-Series connector · Pilot integration

05 / 07 · Approval

Approvals stall in phone tag.

The estimate is a phone call, the approval is a voicemail, and the bay waits in between. Updates scatter across texts, calls, and sticky notes, and nobody can find what was agreed.

The fix

Every vehicle gets one thread. Questions, photos, the estimate, approval, and payment live in the same place, and a mid-job change comes back to that thread for a yes before the work happens.

✓ Closed by: the vehicle's thread

Their phone
One thread per vehicle · Approve where you talk

06 / 07 · Safety

A skipped safety check is invisible.

Torque specs, pad minimums, battery handling: when they live in heads, nobody can tell checked apart from skipped. On lithium-powered vehicles, that difference is the whole game.

The fix

Safety-critical nodes block the walk until they're done, and anything not inspected is recorded as not inspected. The record tells the truth either way.

✓ Closed by: safety gates

Blocking
The safety gate · The one popup Relay allows itself

07 / 07 · The record

A repair leaves an invoice, not a record.

Work that was never documented can't be proven: not to the customer, not to the manufacturer, not to a warranty claim. The evidence was never captured, so as far as anyone can tell, it didn't happen.

The fix

The walk captures structured evidence at every node: photos, measured values, pass or fail checks, signatures. Append-only, time-stamped, kept. The record replays the walk that made it.

✓ Closed by: the evidence stream

Append-only
The evidence stream · What remains when the job is gone

Where Relay stands

Against what runs shops today.

Most shops run some mix of these three. Relay does not replace your POS: it connects to it, and adds the parts none of them carry.

What the job needs Memory + paper The POS alone Forums + videos Relay
Intake arrives structured, before the vehicle Typed at the counter ✓ The smart request
Flagged work returns as a request Forgotten ✓ Found work comes back
The procedure at the bench Whoever clocked inVideo, paused mid-job ✓ The guided walk
Same fault, same walk, at any bench ✓ Version-pinned walk
Evidence captured as the work happens ✓ Photos, values, sign-off
Safety steps that block until done ✓ The safety gate
Parts priced from your own catalog ✓ It is the catalog ✓ Through Lightspeed
Approval, payment, and the record in one thread Phone tagInvoice, after the fact ✓ The vehicle's thread

Relay is pre-pilot · The Lightspeed X-Series connection is the pilot integration

The pilot

Pre-pilot. Choosing the first shops now.

Founding shops run Relay in real bays on real jobs, and what they push back on becomes what Relay is. If your shop services micromobility, or keeps turning it away for lack of a procedure, put your name down.

What do you service today
We write when there is pilot news. Nothing else.
✓

You're on the list.

We will write when the pilot opens, and for nothing else. If your shop is a fit for the founding group, that note comes from a person, not a system.

Not running a shop, or here about something else? Suppliers, fleets, city programs, and press, tell us what you need and we will write back. Get in touch →