How Tombolini Motor Company increases revenue and customer satisfaction with Autoflows

In today’s automotive landscape, customer satisfaction and loyalty are paramount.

Tombolini Motor Company, authorised Renault and Dacia dealer with 5 locations in Ancona, Civitanova Marche, Porto San Giorgio and Perugia, has understood this well. In early 2024, to optimise its aftersales and customer service activities and increase its turnover, it has chosen to implement Autoflows.

In this article, we summarise the results obtained and the experience of Alberto Russomando, Head of the Authorised Network and of the Methods and Processes of the dealership.

Targeted marketing campaigns and recovery of lapsed customers

In April 2024, Tombolini Motor Company began using Autoflows with a clear goal, as Alberto Russomando himself explains: “We started in April with a flow aimed at reminding customers to book their maintenance appointment.” Subsequently, Autoflows was used to integrate other types of services, such as vehicle inspection and the Dacia Zen customer loyalty programme.

In just three months, Tombolini Motor Company sent out approximately 1,200 service reminders via email and SMS. And the results were extremely positive, as Alberto Russomando happily points out: “On maintenance alone, we had a conversion rate of around 20%.”

Furthermore, Autoflows has also proven to be valuable in reaching another customer segment: those who had not performed maintenance in the workshop for at least a year. Thanks to targeted actions, Tombolini Motor Company has managed to win back 15% of these inactive customers. In this regard, Russomando states: “This was unthinkable for us until 3 months ago for the simple reason that we worked efficiently with Excel, but Excel is always a stand-alone program so it doesn’t give you the possibility of having data that can be immediately consulted with a simple click.”

Beyond revenue: Autoflows’ positive impact on customer satisfaction

The implementation of Autoflows has not only brought benefits in terms of revenue, but has also had a positive impact on customer satisfaction. Autoflows enables to send personalised follow-up emails after each workshop visit, asking customers to rate their experience. 15% of customers respond immediately to these emails, providing valuable feedback that helps Tombolini Motor Company continuously improve its service and address potential issues before a satisfaction survey is sent to the customer by the OEM.

Alberto Russomando explains the relevance of this: “We send an email after 5 days and the response from customers has been extremely positive. A good 15% of customers respond immediately. The others have to be followed up by phone, but this is very easy to do because all the customers to contact are in the dashboard.”

Additionally, Autoflows has significantly reduced the workload of the customer service team. By automating email and SMS send-outs, customer data management, and reporting, the team has been able to spend more time interacting directly with customers, further improving the quality of service provided.

Concrete advantages for Tombolini Motor Company: the words of Alberto Russomando

To summarise the benefits experienced by Tombolini Motor Company thanks to Autoflows, here are the words of Alberto Russomando:

• Increased turnover: “In terms of turnover, we have had an increase of 45,000 Euros in 3 months using Autoflows.” The increase in turnover is directly linked to the effectiveness of targeted campaigns and the recovery of inactive customers.
• Improved customer satisfaction: Autoflows has enabled Tombolini Motor Company to handle requests faster and more efficiently, increasing customer satisfaction. “The handling time of all requests, followed up by phone calls, is extremely fast.”
• Increased efficiency of the aftersales team: “With Autoflows, we no longer need to generate contact lists. Everything starts automatically once it is configured.” Automating tasks has freed up valuable resources for the customer service team.
• Centralised and accessible data: “Another advantage that I would like to highlight is the list of customers who have not been reached because there is an incorrect phone number – if the system sends the SMS – or because there is an incorrect email. In this case we have the possibility of intervening immediately to contact the customer and update the customer profile.” Autoflows allows you to have a centralised and always updated view of customer data, facilitating the management of communications and actions.

Tombolini Motor Company is a real-world example of how Autoflows can help dealerships of all sizes achieve important goals: increase revenue, improve customer satisfaction, and optimize efficiency. If you’re interested in learning more about how Autoflows can help your dealership achieve its goals, contact us today for a demo.