Automating Engagement: The Story Behind Eden’s Aftersales Turnaround

This UK dealership group replaced a manual in-house system with Autoflows Enterprise, automating service reminders, remote notifications, and upsell campaigns across 20 sites. The result: conversion rates jumped to over 50%, five-figure monthly upsell revenue, and a more efficient, data-driven call center.

Customer Background

This UK-based multi-site dealership group operates 20 locations and had long relied on an in-house built aftersales communication system. While the system delivered steady results, the group sought opportunities to improve customer retention, conversion, and upsell revenue.

“The in-house system was working reasonably well, but feedback from customers and our retention rates were only average, We knew there was potential to do more, so we explored the market for smarter, more data-driven solutions.”

Ian Simpson
Aftersales Operations Director 

With aftersales becoming an increasingly important revenue stream, the dealership aimed to reduce manual work, improve efficiencies in the call center, and make data more actionable across teams.

The Solution

The group implemented Autoflows Enterprise, rolling it out initially on a trial basis across a few sites before expanding to all 20 locations. Autoflows automated service reminders, remote reminders, general aftersales communications, and upsell campaigns, integrating seamlessly with DVSA and DVLA systems to improve conversion tracking and ownership updates.

“Once the DVSA integration was live, remote reminder conversion improved by about 15% literally overnight, We were also able to automate change-of-ownership communications, saving several days of manual work across multiple sites.”

Ian Simpson
Aftersales Operations Director

Autoflows provided intelligent call lists for the call center, allowing staff to contact only those customers who had interacted with prior reminders. “Previously, calls were blind — we never knew whether customers had received a reminder or made a booking,” they explain. “Now, the data drives every action, making the team far more efficient.”

The rollout was supported by a dedicated team from Autoflows, ensuring seamless integration and ongoing collaboration. “The support has been fantastic,” the team notes. “Regular updates, Teams calls, and quick resolution of IT issues made the rollout smooth and easy to adopt across all sites.”

The Results

Autoflows has delivered measurable improvements in both efficiency and revenue:

• Conversion rates increased from under 10% to over 50% for customers contacted after reminders

• After sales revenue growth aligned with higher conversions and upsell campaigns

• Five-figure monthly upsell revenue now generated automatically via targeted campaigns

• Call center efficiency improved, with staff focusing only on engaged customers rather than blind outreach

• Early trial results showed uplift from 20% to 35% retention and revenue within three months

The dealership continues to see promising results and anticipates further growth as the system matures and campaigns are optimized.