In our latest Autoflows podcast, we were joined by René Tønder, Owner and CEO of AutoInc, and our Autoflows partners Marc Bauer and Kasper Lykke Pedersen. The conversation explored the challenges and opportunities dealerships face today, especially regarding profitability, efficiency, and the evolving role of AI in aftersales.
Here, we’ve summarized the key takeaways from the discussion, highlighting strategies that dealerships can use to strengthen retention, optimize customer experience, and future-proof their operations.
Four Main Focus Areas for Dealerships
1. Customer Retention is Job #1
2. Prioritize the Customer Experience
3. Optimize Operational Efficiency
4. Use AI and Automation to Rethink Processes
1. Customer Retention: The Core of Profitability
The discussion highlighted that retention is the most critical driver of long-term profitability. Even with extended warranties or service plans, the customer ultimately chooses where to go. Dealers must actively cultivate loyalty through personal, proactive engagement.
“Cars are the second most expensive investment for households. Maintaining a personal relationship shows the customer that we care about their investment.”
Marc Bauer,
Partner at Autoflows
René Tønder emphasized that analyzing your existing customer base is crucial: understanding who your active customers are, how to maintain them, and how to retain the share of wallet they provide.
“Retention is job number one, and it can be done. It requires focus and structure.”
René Tønder,
Owner & CEO at AutoInc
2. Prioritize the Customer Experience
Dealerships need to shift from reactive to proactive service. Seamless, frictionless experiences from online bookings to workshop visits are crucial. Overly complex internal processes often block customer satisfaction, so simplification and outside-in thinking are key.
“Autonomous journeys are about completing jobs, removing manual work, and creating a seamless experience for the customer.”
Kasper Lykke Pedersen,
Partner at AutoInc
3. Optimize Operational Efficiency
Efficiency is essential in today’s pressured market. Consolidation helps maintain profitability, but it doesn’t automatically reduce costs. Dealerships must rethink their processes to reduce friction for employees as well as customers. Tools and software should not just speed up existing tasks—they should allow operations to be reimagined for efficiency.
“Most software solutions have been used to speed up processes rather than reconfiguring them. The challenge is rethinking processes with the tools we have.”
René Tønder,
Owner & CEO at AutoInc
4. Use AI and Automation to Rethink Processes
AI and automation offer dealerships the chance to streamline operations and free up human resources for high-value tasks. If we let AI handle the routine work, we can spend more time on personal service—something customers really appreciate.
“Their systems and data in terms of applying AI aren’t as easy as using ChatGPT. Service histories and warranties are locked away in multiple systems.”
Marc Bauer,
Partner at Autoflows
By leveraging AI, dealerships can:
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Automate routine tasks like service reminders and bookings
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Reduce manual work in workshops and offices
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Optimize job allocation and scheduling
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Enhance customer-facing interactions
Key Takaway
Dealerships that focus on retention, optimize the customer experience, streamline operations, and adopt AI strategically will be best positioned for a profitable and sustainable future. Success comes from taking control, rethinking processes, and extending the retention curve.
Success comes from:
- Taking control of the jobs you accept to prioritize profitable work.
- Rethinking processes to remove inefficiencies and break down brand silos.
- Extending the retention curve by building lasting customer relationships.
- Using AI and automation to reduce manual tasks and free up time for personal service.
By aligning operational efficiency with customer needs, dealerships can grow sustainably, increase profitability, and create a frictionless, customer-first experience.