How Werksta strengthened customer relationships

Integrations

Winassist

Solutions

Autoflows Aftersales

PAIN

Manual customer follow-up and lost sales from customers choosing other workshops

GAIN

Winning back lost customers through reliable automation while improving overall customer satisfaction

About

Premium Automotive Workshop chain in Sweden leading industry development through customer excellence.

Customer success story: Werksta | Autoflows

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Werksta is a Premium Automotive Workshop chain in Nacka, Sweden with a mission to lead the industry's development and set a good example. The workshop has observed a significant shift in customer behavior: vehicles are kept for longer periods, and customers are increasingly shopping around with non-authorised garages before returning to their preferred workshop.

Customer Background

As Service Manager Anders Jernheim explains, "For Werksta, the customer relationship is a vital part of the business. We saw there was a need to fill a gap with customers who are looking at other workshops – so called "lost customers." The challenge was identifying and re-engaging these customers efficiently without relying on outdated manual processes.

The Solution

To close this gap, Werksta turned to Autoflows to automatically identify and re-engage lost customers - replacing the manual calling and list-keeping that had made the process slow and inconsistent.

Rather than relying on staff to track down customers who hadn't returned, Autoflows detects them in the systems Werksta already uses and triggers automated outreach at the right moment. Because many customers now keep their cars far longer and try non-authorised garages in between visits, timing that re-engagement well is what turns a "lost" customer into a returning one.

The messaging is clear and easy to act on, with online scheduling and upselling built directly into the booking flow - so a recovered customer can go from message to confirmed appointment without friction, and without adding workload for the service team.

The Results

Since implementing Autoflows, Werksta has experienced significant improvements in customer recovery and satisfaction:

Automatically win back one in six lost customers
Eliminating manual customer calling and list management
Streamlined booking process with online scheduling and add-ons
High customer satisfaction with clear, easy-to-use messaging

“And in the results, we can see that we’re winning back every sixth customer with the help of Autoflows. This is part of moving forward into the future and, above all, continuing to maintain good profitability and high customer satisfaction.”

Anders Jernheim
Service Manager
Werksta

Looking ahead, Werksta is exploring additional Autoflows modules to further optimize their operations. Anders notes:

“We're also looking at other modules that Autoflows offer, because we want to take advantage of the new features they've got, so we can develop our business in the best possible way. We see huge potential in taking things further."

Anders Jernheim
Service Manager
Werksta