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