Keyloop has launched Service Hub, a cloud-native web-based solution, to help dealers manage internal and customer-facing stages in the aftersales journey.
The primary tools within Service Hub fall under four main categories: customer experience and efficiency, technician tools, workshop management, and aftersales consumer engagement.
Adrian Nash, Chief Product Officer at Keyloop, said: “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.”
In terms of customer experience, Service Hub includes Online Service Booking; Online and In-store Check-In; Booking Management; and On-the-Day Management.
Technicians can use Service Hub for digitised clocking for accurate time recording, as well as reporting on productivity; and Inspections for identifying, logging and reporting on additional work.
The system can also allocate and control all workshop jobs, helping to maximise productivity, utilisation and efficiency.
Dealers can use Service Hub 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.
Keyloop partnered with UK motor retailers to pilot the technology. Over a two-month period, the technology delivered marked improvements against a range of aftersales performance criteria. For example, it achieved 45% of online bookings being booked outside typical working hours.
Overall transaction value rose, with 20% of customers that checked-in online going on to take upsell items. Service departments found customer queries were resolved up to four times faster and there was a 50% reduction in the volume of outbound pre-visit customer calls required.
There was a three-minute saving per repair order at these dealerships and ‘idle time’ per technician was cut by up to 45 minutes per day.
Paul Bussey, CEO at Busseys, said: “I have no hesitation in recommending Service Hub to any dealer or franchise as a massive step forward in functionality compared with anything that’s out there at the moment.”