Unlocking powerful aftersales automations with Keyloop DMS data - Hedin Automotive’s story
How Finland’s leading automotive group uses Autoflows to create timely, service-first customer communication
“Autoflows has made it easier for us to reach service customers at the right time — and a much larger share of them we can now direct into the online booking channel.”
Eetu Raunio,
Head of Marketing & Digital,
Hedin Automotive
About Hedin Automotive
Hedin Automotive represents nine automotive brands across 15 locations and 21 service points throughout Finland. The group provides “all services related to car sales, maintenance, and repair,” explains Eetu Raunio, Head of Marketing and Digital.
Recently, Hedin Automotive has been in the midst of a major transformation — transitioning from Laakkonen to Hedin Automotive — and customer communication has been a key focus during the rebranding.
“Our customer communication has focused a lot on informing customers about the brand change, that we’ve become Hedin Automotive instead of Laakkonen,” says Raunio.
The Challenge
As a multi-location dealership, Hedin Automotive wanted to modernize how it engaged with aftersales customers.
The goal: ensure every message felt personal, timely, and valuable — something customers would “perceive more as a service than as marketing.”
At the same time, the team wanted to make online service booking the go-to experience for customers while freeing up service staff to focus on tasks that truly needed their attention.
“The significance of online booking for us is extremely important,” Raunio explains.
“The more we can improve customers’ self-service rate, the more we can free up our staff to serve them better in situations where customers can’t serve themselves.”
The Solution
Hedin Automotive implemented Autoflows integrated with the Keyloop DMS, automating its customer communication and service invitation process.
With Autoflows, the marketing team can centrally manage all service reminders — while still giving each workshop the ability to engage its own customers locally.
“Autoflows allows us to centrally send service invitations and increase the customers’ level of self-service,” says Raunio.
“But we’re not always tied to centralized activity — each workshop can still contact potential customers directly through Autoflows when needed.”
This ensures that all communication to service customers is “above all, timely and takes place in the right channel.”
The Impact
Since implementing Autoflows, Hedin Automotive has seen a tangible shift toward more digital, efficient, and customer-centric service communication.
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More online bookings and increased service revenue: “A larger number of people now book services independently and at the right time.”
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Increased efficiency: The automation “doesn’t really burden our workshop staff — other than on the execution side, and that’s really the whole idea.”
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Smarter communication: “Autoflows has made it easier for us to reach service customers at the right time.”
In Their Words
“Autoflows has transformed our customer communication. It’s easier to reach service customers at the right time, and more of them now move to our online booking channel.”
Eetu Raunio,
Head of Marketing & Digital,
Hedin Automotive
Why It Matters
For Hedin Automotive, automation isn’t just about efficiency — it’s about customer experience.
By combining Autoflows with their Keyloop DMS data, the team delivers communication that customers value as part of their ownership journey.
The result: timely, personalized, and service-first experiences that strengthen customer loyalty — while giving Hedin Automotive’s staff the freedom to focus where it matters most.
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