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Going from busy to profitable means putting the customer first
Most dealerships know retention is a problem. What's harder to see is exactly where it breaks down and how much it's costing you to have your workshop full but not profitable.
At our recent 2026 Aftersales Summit, we brought dealers from across Europe together. At the summit, we shared the results from our Autoflows Retention Gap Report and the numbers supported what dealers are already sensing. At this webinar, we take 10 findings from the summit and get specific about what affects profitability and retention: wrong service dates, unanswered calls, lapsed customers, losing aging vehicles. We will also look at what the top 10% of dealers do differently to turn a busy workshop into a profitable one.
01 |
33% of service dates are wrong or missing Without accurate service dates, reminders go out late, follow-ups miss the window, and lapsed customers are never contacted. |
02 |
A retained customer is worth 2× more than a lost one This value accumulates over years, through repeat visits, higher spend, and zero acquisition cost. A lost customer takes all of that with them. |
03 |
1 in 3 calls into your service department die on hold When a customer calls and nobody answers, they don't wait, they book elsewhere. Top performing dealers are phone-active and they retain 14 percentage points more customers. |
04 |
Phone-active dealers retain 32% more customers than phone-passive The dealers winning on retention aren't just answering the phone - they're picking it up and calling first. Proactive outreach is what turns a one-time visitor into a loyal customer. |
These are 4 of the 10 findings from the 2026 Aftersales Summit.
Register for the webinar to hear the rest.
What you will take away from the webinar
- What is a good retention performance and what is great
- How to connect your retention numbers to profitability
- How AI can improve data quality, drive proactive outreach, and never miss an inbound call
- Why the dealers already using these tools pull further ahead every quarter
“The in-house system was working reasonably well, but feedback from customers and our retention rates were only average. We knew there was potential to do more, so we explored the market for smarter, more data-driven solutions."
Ian Simpson
Aftersales Operations Director
Eden Motor Group
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