How can we improve profitability and efficiency in practice?

Podcast with Andersen Biler & Hampen

In our latest Autoflows podcast, we were joined by Morten Hyllekrog from Andersen Biler and Frederik Hansen from Hampen. The conversation offered valuable insights into the challenges that Morten and Frederik believe future dealerships and workshops will face when it comes to improving profitability and efficiency.

In this summary, we’ve gathered the key takeaways from the podcast – read on to gain insight into the challenges and opportunities Morten and Frederik see in the future of aftersales.

In this article, we’ve gathered the four key focus areas highlighted in the podcast.

Take control over incoming tasks

Not all tasks contribute equally to the workshop’s bottom line. It’s crucial to prioritize the most profitable jobs. To maintain a healthy business, workshops must actively manage which tasks to prioritize. It’s not about being busy – it’s about being profitable.

To increase profitability, workshops need to take charge of incoming jobs and ensure a better balance between high-margin and time-consuming tasks.

“When we have a wait time or workload of two months, it’s hard to filter the jobs. But there’s no doubt that for a workshop to be profitable, the jobs on the lift need to be of a certain quality.” – Morten Hyllekrog

By managing incoming tasks, workshops can:

1. Increase revenue.
2. Minimize resources spent on low-value tasks.
3. Optimize workshop visits using data.

“We have data showing exactly how long a task takes and how much time is allocated – but we’re not always good at using it.” – Frederik Hansen

A structured task management approach also improves customer satisfaction by setting accurate timelines and expectations.

“Customers are more satisfied when we can clearly tell them when their car will be ready – and actually deliver on it.” – Morten Hyllekrog

A key part of this is distinguishing between “green” and “red” tasks. Being able to categorize and distribute tasks correctly is essential to optimizing workshop capacity.

“If we can better balance red and green tasks, we can boost efficiency without compromising quality.” – Frederik Hansen

Use data for forecasting to improve planning and upselling

Workshops have access to massive amounts of data – but often don’t use it systematically. Forecasting is about using data to predict customer needs, improving both planning and upselling.

“Forecasting is part of the whole pre-sales phase, where we know in advance what needs to be done – before the day even begins. It’s not enough to wait until the customer arrives.” – Frederik Hansen

Forecasting data can be used to:

1. Predict service needs based on the car’s age and history.
2. Improve scheduling so time and resources are allocated efficiently.
3. Reduce emergency repairs by identifying problems early.

“We have the data – we just need a system that processes and delivers it, not just to us, but also to the customer. So we can say: ‘Based on your history, we recommend this because it makes sense for you and your car ownership.’” – Morten Hyllekrog

A data-driven approach also improves the customer experience:

“When we know a customer’s history, we can anticipate their questions and the services they might need. It makes the conversation easier and more relevant.” – Frederik Hansen

Additionally, data can help reduce workshop downtime by improving planning precision. Analyzing data from past repairs helps identify trends and prepare for future jobs.

“If we use data to identify the most common issues with specific car models, we can always keep the right spare parts in stock.” – Morten Hyllekrog

Focus on data-driven and automated upselling

Upselling shouldn’t be about pushing products or services, but about using data to identify relevant offers for each customer. The future of upselling is about making it timely, relevant, and personalized.

“Upselling is especially important now as we enter the EV era, where there are fewer mechanical components. There are other services we can monetize – we just need to educate customers on what’s necessary for EVs.” – Frederik Hansen

Morten Hyllekrog adds:

“Upselling isn’t about sales tactics – it’s about using data intelligently so it makes sense for the customer.”

To optimize upselling, workshops can:

1. Use historical data: Analyze previous visits to predict what services a customer may need next.
2. Prepare upselling during the pre-sales phase: Identify potential repairs or upgrades before the car even arrives.
3. Make upselling part of the customer journey: Present it as a helpful recommendation rather than an extra purchase.

Automated systems can suggest upsells in a way that feels like service, not sales – for example, via SMS or email with personalized offers based on repair history or mileage.

“If we can present upselling as part of the full service experience, customers will be much more likely to say yes.”

It’s also important to distinguish between upselling that creates value for the customer and upselling that only boosts short-term revenue. Focus on the former to build long-term loyalty.

“Upselling shouldn’t feel like a trick – it should feel like support. If we do it right, they’ll come back because they feel well taken care of.” – Morten Hyllekrog

Use automation and AI to remove unsustainable tasks

Automation and AI can be game changers for workshops by eliminating unnecessary manual tasks and freeing up time for customer service. Many daily tasks are routine-based and can be streamlined through technology.

“Automation has become essential – the more we can automate, the better.” – Frederik Hansen

Automation allows workshops to reduce time spent on admin and focus on tasks that truly create value. To get the most out of automation, workshops should:

1. Automate service reminders and scheduling: Save time by eliminating manual follow-ups.
2. Use AI and automation to create more customer time: It’s not about replacing people, but freeing them up to focus on the customer.
3. Improve task distribution and capacity management: Let AI help plan smarter and more efficiently in a busy environment.

“If we let AI handle the routine stuff, we can spend more time delivering personal service – which customers appreciate.” – Frederik Hansen

Automation also helps reduce staff stress. When repetitive and time-consuming tasks are handled by tech, staff can focus on what they do best – working on cars and serving customers.

“We shouldn’t lose the personal touch – but we should remove the stress from those who juggle 10 tasks at once, take calls, and try to stay on top of it all.” – Morten Hyllekrog

With smart use of AI, workshops can also optimize workflows and better utilize personnel. For example, AI can analyze workloads and suggest smarter task distribution, leading to more balanced workdays.

“We’re already seeing AI solutions helping us plan, anticipate peak periods, and ensure the right staffing levels – that’s a major competitive advantage.” – Frederik Hansen

Automation and AI aren’t just nice-to-haves – they’re essential for the future of workshops. Those who invest in these technologies today will be better equipped to meet the demands and expectations of tomorrow’s aftermarket.