Automotive
A multi-brand dealer group turns aftersales from phone tag into a single live workflow
Fourteen rooftops, three DMS instances and a service department run on phone calls and WhatsApp. We link them into one booking-to-invoice flow and a group RevOps view.
Outcomes
- manual re-keying in service
- −62%
- upsell approval rate
- +18%
- month-end aftersales reporting
- 2 days → 2 hrs
- live view across all rooftops
- 1
The situation
Aftersales produced most of the group’s gross profit and was its most manual department. Service advisors booked jobs in the DMS, confirmed them by phone, sent updates from personal WhatsApp and re-keyed approvals into job cards by hand.
Each brand ran its own DMS instance, so leadership could not see one number for workshop utilisation, recall coverage or customer retention. Month-end meant three exports, a spreadsheet and two days of reconciliation.
Where the work was leaking
- Online bookings emailed to branches and re-entered by hand
- Upsell approvals given on WhatsApp and lost when advisors changed shifts
- Parts ordered against job cards that had already changed
- Lapsed-warranty customers never contacted because CRM did not see service history
What we do in this situation
Phase 1 · Blueprint
Typically six weeks across a few representative rooftops. We map every handoff from booking to invoice, score each one by frequency and revenue at risk, and sequence a roadmap starting with booking and approvals.
Phase 2 · Build & Link
Managed Link connects the three DMS instances, CRM and the WhatsApp Business API into one service timeline. Video health checks and approvals flow back into the job card automatically, and a group command view shows every bay, every brand, live.
Phase 3 · Operate
We run the integrations, monitor message delivery and data quality, and ship monthly improvements prioritised with the aftersales director.
They kept every system they had paid for. What changed is that the systems finally agree with each other.
Client names and identifying details are withheld. Figures describe the scale of change typical of an engagement like this, not a guarantee.
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