How LSH Auto UK used Autoflows to modernize aftersales

LSH Auto, one of the UK’s top dealership groups, partnered with Autoflows to transform their aftersales operations. By automating communications and giving teams real-time visibility into customer data, they achieved a 125% increase in service bookings and boosted retail, service, and MOT visits — all while building trust and confidence across their teams.

The challenge

Electric vehicles need less maintenance. For a dealership group built on service appointments, that's a problem LSH Auto needed to get ahead of.

The answer wasn't chasing more customers, it was keeping the ones they had coming back longer and more consistently. But their systems made that very difficult.

"Before we started using Autoflows, it was quite rough for us," said Kristian Tunnicliffe, Senior Marketing Executive. "We didn't have any level of automation whatsoever. Everything was very manual."

Every campaign started the same way: export data from the DMS, upload it to a spreadsheet, send it to marketing, wait for approval, upload it somewhere else. By the time customers got a call, the data was already stale.

"Because it was such a manual process and it was so disjointed to our CRM, we would run the risk of calling customers that had already booked in or had already called us to say they're not interested," said Louise Connell, Contact Centre Operations Manager. "We were working harder, not smarter at that time."

The team had no clear view of who'd been contacted, when, or why. Data came in weekly dumps, which meant uneven workloads and no way to track what actually worked. 

“There's nothing more frustrating than calling the customer two or three months outside of a service window.”

Louise Connell
Contact Center Operations Manager
LSH Auto UK

That mission - to future-proof aftersales through smarter engagement - led LSH Auto to discover Autoflows, AG Analytics’ intelligent communication and automation platform for automotive retailers.

The Opportunity

LSH Auto needed software that could talk to their existing systems and scale across multiple brands and sites without adding more complexity. Autoflows plugged directly into their DMS through Keyloop. 

Implementation happened fast and with minimal disruption, even during the group’s busiest time of year.

"We rolled out Autoflows in March, which was during our busiest period," Louise said. "The team at Autoflows were able to provide us with training ahead of the go live date, which was really simple and efficient."

Within weeks, the system became a natural part of how the team works. Every morning, agents log in to find their call lists already loaded and prioritized. The system automatically identifies customers due for service or MOT, removes anyone who's already booked, and assigns records to specific agents.

"We are using Autoflows on a daily basis," Louise explained. "It's very much embedded as part of the team. We allocate the data to the agents specifically so they know they have their own call pots and who they are calling. It's all automated."

Marketing and aftersales started working from the same dashboard. Instead of requesting data and waiting days for results, they could build campaigns, track performance, and adjust on the fly.

The system also revealed patterns they couldn't see before: which customers were drifting away, which ones always came back, and what messages actually got people to book.

"We have a much higher quality of communication using Autoflows," said Vaughan Ambrose, Managing Director. "We're able to automatically target customers in groups via algorithms that help us reach customers at the right point in time, as opposed to more of a spray and pray approach."

“We're performing at a rate of 125% increase on our outbound bookings”

Louise Connell
Contact Center Operations Manager
LSH Auto UK

The Results

The difference showed up fast.

"In the first six months with Autoflows, we've already matched what we did in 2024 all year," Louise said. "We're performing at a rate of 125% increase on our outbound bookings."

That growth wasn't just about making more calls. It was about making the right calls at the right time, with accurate data behind every conversation. Fewer wasted contacts, more genuine bookings, and a contact centre that could finally see whether their work was paying off.

"We have had growth way ahead of the national trend this year, which is fantastic for us," Katherine said. "We've seen double-digit growth against national trends in MOT visits as well. That's been a real big success for us."

Service visits and hours climbed by 7%. MOT bookings jumped 25%. By September, the group had already hit their annual targets, with a quarter of the year still to go.

For Kristian and the marketing team, that meant finally being able to measure what worked.

"We have seen a lot more customer integration in our campaigns. We've seen a lot of uplift in terms of the actual transactions from an aftersales perspective and servicing perspective," he said. "Autoflows has increased our efficiencies tenfold."

“With AutoFlows, everyone has visibility all of the time. That, for me, was a light bulb moment, because business growth doesn't come from a single person. It comes from a team of people collaboratively working together.”

Chris Gensmantel
CIO
LSH Auto UK

The Future

LSH Auto isn't stopping here. New integrations are already in the works: phone systems that connect call history to customer records, vehicle scanners that spot repair needs before customers leave the service bay, and deeper links between aftersales data and marketing campaigns.

But the bigger change is happening in how the team thinks. When everyone has access to the same real-time data, decisions get made differently. 

"Everyone needs to be a data analyst," Chris said. "Everyone needs to be a future technology-led person within the business."

That shift is already paying off. The team can now see which customers are drifting away and why, run targeted campaigns to win them back, and measure what actually makes someone choose a main dealer over an independent garage.

"This is probably the first time I can remember working for LSH that we've got such intelligence back from the customer on why they're using us, but also why they're not using us," Katherine said. "And then that allows us to plan and scope what we do with that information going forward."

As they test new uses for AI and refine their approach, LSH Auto is focused on the same goal.

"Data and analytics is the future," Chris said. "Being able to actually drill into it and make meaningful decisions based around the information we get? The Autoflows platform allows us to do that."