Luxury Meets Automation: How Merbag Boosted Aftersales Revenue and Experience

Customer Background

For Merbag, Europe’s largest Mercedes-Benz showroom, aftersales is a cornerstone of long-term success. Operating in the highly competitive Italian automotive market, Merbag needed to ensure a smooth and scalable process for customer care.

Before adopting Autoflows, aftersales operations relied heavily on manual effort. With more than 80 daily workshop appointments, tasks like scheduling, reminders, and follow-ups became increasingly complex and time-consuming. This made it difficult to maintain both operational efficiency and consistent customer satisfaction.

To meet these challenges, Merbag looked for a solution that could integrate seamlessly with their dealer management systems, automate routine processes, and provide a more personalised experience for customers.

The Solution

Autoflows provided the missing link. Thanks to its ability to interface directly with Merbag’s existing dealer management systems, Autoflows automatically reads customer data such as upcoming service deadlines, tire changes, and inspection requirements. Based on this information, it sends targeted and timely communications to customers — ensuring that no opportunity is missed.

The implementation was fast, simple, and intuitive. Within just one week, Merbag had the system fully integrated and operational. Training from the Autoflows team enabled staff to start using the platform effectively in no time.

Now, the aftersales team benefits from daily lists generated by Autoflows, which allow them to contact customers in a more precise and personalised way. What once required manual spreadsheets and extensive staff time is now handled automatically, freeing the team to focus on high-value customer interactions.

The Results

Since adopting Autoflows, Merbag has achieved impressive results that directly impact both business performance and customer relationships:

• Quarter-on-quarter aftersales revenue growth, driven by higher booking rates and improved customer engagement.
• Significant improvements in lead quality — the dealership now receives better-qualified leads, making it easier to convert interest into actual service bookings.
• Enhanced customer experience: communications are perceived as helpful reminders rather than marketing, strengthening loyalty and trust.
• Streamlined operations: automation reduced manual workload, allowing staff to manage over 80 daily workshop appointments with far greater efficiency.
  

“One of the best business results we have achieved with Autoflows is certainly in the quality of the leads we receive and the quality of the service we provide to our customers!” 

Francesca Donnini

Team Leader TBC

Beyond measurable results, Autoflows has also helped Merbag achieve softer but equally important outcomes: improved employee satisfaction, better use of team resources, and stronger customer loyalty. As Francesca Donnini explains, customers do not perceive the communications as marketing campaigns, but rather as useful service reminders.

This subtle but powerful difference contributes directly to long-term retention. Asked why other dealerships should consider Autoflows, Francesca is clear:

They asked me to give three reasons to implement Autoflows in your dealership. I will only give you one: cost versus benefit. The results speak for themselves.”.

Francesca Donnini

Team Leader TBC