How MTH Biler increases the value of its service appointments with Recommended Repairs

MTH Biler, a Toyota dealership with 8 locations in Denmark, has been at the forefront of automotive aftersales innovation. Under the leadership of Martin Færch, Head of Aftersales, the dealership has implemented Autoflows’ Recommended Repairs to increase the revenue generated from each appointment and plan work and capacity in advance, thus minimising return visits.

Addressing a manual and people-dependent process

Before implementing the solution provided by Autoflows, identifying which additional repairs to recommend to service customers was a manual, time-consuming, inconsistent, and people-dependent process. This process relied heavily on service advisors, who did not always have the time to thoroughly review each vehicle’s service history during busy periods. As a result, important information about potential upselling opportunities was often missed or overlooked.

Earning more from service appointments

In 2024, MTH Biler adopted Autoflows’ automated Recommended Repairs programme. The solution leverages the dealership’s existing data, integrating with MTH Biler’s Dealer Management System (DMS), and generating tailored recommendations based on each vehicle’s service history. Customers receive these recommendations before their scheduled appointments, allowing them to add additional services to their appointment with a simple click.

The implementation of Autoflows’ Recommended Repairs has led to significant improvements in both customer satisfaction and revenue generation. Martin Færch shares his experience:

“I am actually impressed by the response from our customers. They add everything from rust treatment to wheel alignment, wiper blades, and mats. We know it takes a long time to manually identify all the recommended repairs and products for the car when the customer comes in. So when this is done automatically before the visit, it is a huge help. We are very excited by the results already.”

Key Benefits of Recommended Repairs for MTH Biler

Offering additional repair recommendations to workshop visitors has helped MTH Biler:

• Increase the revenue generated from each customer visit
  Customers are more likely to agree to additional services when they are informed in advance, leading to higher sales per visit. Thus, by offering additional services, MTH Biler has maximised the value of each service appointment.
• Plan work and capacity in advance
  Knowing what services will be required ahead of time has allowed MTH Biler to manage its resources more effectively. This means having the right parts and technicians ready, reducing downtime and ensuring a smoother workflow.
• Minimise return visits
  When all necessary work is identified and planned before the customer arrives, it eliminates the need for return visits. This not only enhances customer satisfaction but also frees up workshop capacity for new appointments.

No more money left on the table

By implementing Autoflows’ Recommended Repairs, MTH Biler now ensures that all customers are contacted regarding relevant recommendations, derived from the car’s service history. As Martin Færch notes: “The biggest advantage is that we ensure all customers are contacted regarding all recommendations. And we know that what Autoflows recommends is relevant because it comes from the car’s service history.”

By automating the recommendation process, MTH Biler has not only improved its operational efficiency but also significantly boosted its revenue and customer satisfaction. Contact us today to learn how to take advantage of automatic recommended repairs to enhance your aftersales performance.