Reading, UK, 23 February 2025. Keyloop, Europe’s leading provider of enterprise software for motor retail businesses, has launched Service Hub, a new cloud-native, web-based solution that helps dealers manage internal and customer-facing stages in the aftersales journey, from booking to check-out. Pilot implementations of Service Hub have shown it increases order value, improves efficiency and drives customer satisfaction.
Service Hub enables dealerships to:
- Support online service booking, digital check-in, and self-service journeys
- Manage digital inspections, technician clocking, and workshop notes in one connected flow
- Plan workshop capacity with full visibility across jobs, skills, and availability
- Reduce manual work through connected workflows and integrations with core systems
- Enable customer communication through preferred channels, supporting timely updates and approvals
The new system has been designed to replace legacy service-planning tools, allowing dealerships to meet growing expectations for omnichannel experiences while improving operational efficiency.
Service Hub sits within the ‘Ownership’ domain of Fusion, Keyloop’s new Automotive Retail Platform (ARP), which optimises the entire vehicle sales and ownership journey. All of the tools in Service Hub draw upon information held in Fusion’s Active Data Core, which provides a single comprehensive record of customer interactions and transactions, as well as the live status of any aftersales service contracts.
Pilot implementations show marked operational improvements
Keyloop has partnered with leading motor retailers to pilot the new Service Hub technology. Over a two-month period, these implementations delivered marked improvements against a range of aftersales performance criteria. For example, it enabled much greater convenience for customers, seeing over 50% of online bookings being booked outside typical working hours.
Service Hub customers also saw overall transaction value rise, with up to 40% of customers that checked-in online going on to take upsell items. Meanwhile, service departments found that customer queries were resolved up to four times faster via Service Hub, and there was a 50% reduction in the volume of outbound pre-visit customer calls required. Additionally, there was a three-minute saving per repair order at these Beta dealerships, while the ‘idle time’ per technician was cut by up to 45 minutes per day.
Early Service Hub success story in Nordics region
One of the first sites to pilot Service Hub in the Nordics region is Gjermundsen Auto AS, an authorised Mazda retailer which has three locations in Norway. Founded in 1936, the company retails new and used vehicles from a range of brands including Mazda, Hyundai, and Suzuki, alongside service and maintenance.
Gjermundsen struggled to ensure a seamless customer experience and consistent communication throughout the workshop process. Several tasks relied on manual handling, including recording information on work orders, resulting in delays and inconsistent data.
The business also faced challenges in delivering repair recommendations promptly, as well as in estimating repair times accurately and tracking agreed delivery timelines. Gjermundsen needed a solution that could enable structure, improved communication, and more efficient and predictable workflows.
Both service advisors and technicians needed to adapt to new ways of working and a different approach to customer follow-up. The implementation experience was very positive, supported by thorough preparation from the Keyloop team, with everything structured and ready from the start.
Kristian Eriksen, Aftersales Manager at Gjermundsen Auto AS, comments: “Service Hub has given us the structure and clarity we were missing. With clearer communication, fewer manual tasks, and more predictable workflows, we’re better equipped to meet rising customer expectations and build long-term loyalty.”
Addressing strategic aftersales requirements
Adrian Nash, Chief Product Officer at Keyloop, adds: “We’ve listened to a wide range of aftersales teams in motor retail businesses large and small to identify their most pressing challenges. Many grapple with a fragmented view of the customer and suffer from laborious and error-prone record keeping, time-consuming management of bookings, and inefficiencies that flow from manual clocking.
“Service Hub tackles all of these issues and helps workshops and their service colleagues achieve new levels of operational efficiency and productivity, while also driving conversions, transaction values and retention. For the customer, Service Hub makes it much easier for them to complete a booking at a time that best suits them, and then have a far more streamlined, personalised and convenient experience. This launch helps unify the aftersales experience for all parties and marks another milestone in the roll-out of Fusion.”
Keyloop invited their Service Hub pilot customers to a launch event day – Watch the highlights below:
ENDS
Contacts:
For further information, please contact Keyloop’s PR team:
keyloop@pfpr.co.uk
About Keyloop:
Keyloop is a leading provider of automotive retail solutions, with more than 40 years of industry expertise and over 14 billion digital interactions captured to date. Its cutting-edge solutions cater for every stage of the automotive retail ecosystem, connecting retailers, OEMs, financiers, and fleet suppliers with their consumers via innovative Experience-First software.
Spanning demand, supply, operations and ownership, Fusion is Keyloop’s dynamic Automotive Retail Platform, optimising the automotive retail lifecycle for customers and consumers alike. It increases both vehicle and customer lifetime value through seamless automation and personalisation, while its technology serves more than 20,000 retailers, more than 80 OEMs, and 60% of brands within Europe’s financier space. For more information, please visit: www.keyloop.com.
