The Smart Call Center: How Van Mossel Turned Data into an intelligent calling

In the competitive world of car dealerships, efficiency and customer experience are everything. Van Mossel, a leading dealership group in Denmark, understood this well. Their previous way of managing aftersales leads, reliant on manual processes and tedious Excel sheets, created bottlenecks and resulted in unqualified leads.

Customer Background

Van Mossel, a leading dealership group in Denmark, faced a common challenge: managing aftersales leads manually using spreadsheets, which created bottlenecks and resulted in unqualified leads. With multiple brands and a complex booking system, the dealership needed a solution to improve efficiency, lead quality, and the customer experience.

The Solution

Van Mossel implemented Autoflows, integrating directly with their Keyloop DMS to track booking conversion in real time. Autoflows transformed their aftersales process by:

• Eliminating manual list creation: Automated prioritised call lists replace tedious Excel spreadsheets

• Reducing online booking dropout: Agents can follow up with customers who abandon online bookings

• Improving lead quality: Customers who engage with service reminders are automatically identified as high-priority

• Consolidating communications: Multiple service needs can now be addressed in a single call

By streamlining internal processes and improving customer engagement, Autoflows enabled Van Mossel to operate more efficiently and strategically.

The Results

The impact of Autoflows was clear and measurable:

• 10% increase in qualified leads: Customers who interacted with service reminders were more likely to convert

• Enhanced efficiency: Call centre agents no longer waste time sorting leads manually and can focus on high-value interactions

• Better customer experience: Customers are contacted at the right time and can manage bookings more easily

• Data-driven insights: Consolidated customer history allows the dealership to make informed sales and aftersales decisions

Autoflows helped Van Mossel navigate the complexity of booking systems, improved the customer journey, and freed up resources to focus on high-impact tasks.