Interview with Helge Bekkebråten, Head of Aftersales, and Therese Schwartz Guldbrandsen, Workshop Coach at Volvo Car Stor-Oslo
Volvo Car Stor-Oslo is a leading dealership group in Norway, operating three locations in Fornebu, Lillestrøm, and Økern, with a dedicated aftersales team of 130 employees. Delivering exceptional customer service through Personal Service Technicians (PSTs), the dealership prides itself on building trust and loyalty after the point of sale.
Despite this focus, the team faced a significant challenge: manually following up with customers for service appointments. PSTs relied on Excel spreadsheets to identify who needed contact and then made calls one by one. This process was time-consuming, inefficient, and prevented technicians from focusing on their core role — providing high-quality service in the workshop.
Volvo Car Stor-Oslo needed a solution to automate administrative tasks, improve customer follow-up, and increase conversion rates, all while keeping the process simple for staff to adopt.
The dealership implemented Autoflows Enterprise, which automated the entire customer follow-up process. PSTs no longer needed to manually identify or call customers — the system handled reminders for service, MOTs, and other aftersales requirements. Coaches supervise the system, managing incoming requests and ensuring that PSTs spend their time on meaningful customer interactions rather than administrative work.
“Autoflows has completely automated the process, which has been a huge relief for our Personal Service Technicians,” says Helge Bekkebråten, Head of Aftersales. “Daily operations are easier, and technicians can focus on delivering exceptional service rather than chasing spreadsheets.”
The platform also includes a dashboard providing a complete overview of upcoming appointments, ensuring that staff do not contact customers who have already booked. Integration with existing systems made logging in and managing the process intuitive and user-friendly, allowing for quick adoption across all three locations.
“Autoflows streamlines the entire process,” adds Therese Schwartz Guldbrandsen, Workshop Coach. “It’s simple, eliminates unnecessary administrative work, and ensures that everyone — staff and customers — sees the benefits.”
Since adopting Autoflows, Volvo Car Stor-Oslo has achieved remarkable results:
150% increase in service booking conversion rates, from 10% to 25–30% for followed-up customers
Significant time savings for PSTs, who now focus on value-adding work rather than administration
Better customer experience, with timely reminders and seamless booking processes
Clear oversight for coaches, allowing staff to prioritize customer interactions effectively
Streamlined workshop operations, improving scheduling and overall efficiency
Prior to Autoflows, Volvo Car Stor-Oslo achieved a conversion rate of just 10% on customer follow-up calls. We’ve seen a dramatic improvement. Our service booking conversion rate has jumped to 25-30%. ”
Helge Bekkebråten
Aftersales Manager