Keyloop has launched its new Service Hub to help workshops manage internal and customer-facing stages in the aftersales journey.
The web-based solution is aimed at helping manage the booking process to check-out in order to increase order value, efficiency and customer satisfaction.
The primary tools within Service Hub fall under four main categories:
- Customer experience and efficiency – includes Online Service Booking; Online and In-store Check-In; Booking Management; and On-the-Day Management.
- Technician tools – includes digitised clocking for time recording, as well as reporting on productivity; and inspections for identifying, logging and reporting on additional work.
- Workshop management – to allocate and control all workshop jobs, with a focus on maximising productivity, utilisation and efficiency.
- Aftersales consumer engagement – to manage all aftersales-related communication and engagement via customers’ preferred channels, aiding approvals and upsell through personalised messaging and prompts for the service department.
Service Hub sits within the ‘ownership’ domain of Fusion, Keyloop’s new automotive retail platform (ARP).
All of the tools in Service Hub draw upon information held in what Keyloop calls Fusion’s “active data core”, which provides a single record of customer interactions and transactions, as well as the live status of any aftersales service contracts.
Pilot implementations showing positive results
Keyloop has partnered with a panel of UK motor retailers to pilot the new Service Hub technology.
Over a two-month period, Keyloop said these implementations delivered improvements against a range of aftersales performance criteria.
For example, pilot dealers saw that 45% of online bookings were booked outside typical working hours.
Service Hub test sites also saw overall transaction value rise, with 20% of customers that checked-in online going on to take upsell items.
Meanwhile, service departments found that customer queries were resolved up to four times faster via Service Hub and there was a 50% reduction in the volume of outbound pre-visit customer calls required.
Additionally, there was a three-minute saving per repair order at these Beta dealerships, while the ‘idle time’ per technician was cut by up to 45 minutes per day.
Adrian Nash, chief product officer at Keyloop, said: “We’ve listened to a wide range of aftersales personnel in motor retail businesses large and small to identify their most pressing challenges.
“Many grapple with a fragmented view of the customer and suffer from laborious and error-prone record keeping, time-consuming management of bookings and inefficiencies that flow from manual clocking.
“Service Hub tackles all of these issues and helps workshops and their service colleagues achieve new levels of operational efficiency and productivity, while also driving conversions, transaction values and retention.”
Nash said Service Hub marks another milestone in the roll out of Fusion and the business now works with over 70% of the UK’s top 200 dealer groups by turnover.