Reading, 10 February: Park’s Motor Group, one of Scotland’s largest dealer groups with 80 locations representing 28 franchises, has achieved a marked improvement in aftersales efficiency and profitability by deploying Keyloop’s web-based Service Hub solution across all of its workshops.
Following a staged rollout of the Keyloop technology from June 2025, Park’s has so far seen a £57 increase in average aftersales invoice value, a 42% rise in upsell, and a significant drop in customer no-shows.
Prior to the implementation, the group identified the need to streamline a mix of aftersales processes and technologies that technicians and service teams relied on every day. Park’s has now unified its aftersales operations around Service Hub, allowing it to implement efficient new workflows and introduce new tools for managing its workshops and its ongoing interactions with aftersales customers – including a more structured process for upselling. For technicians, Service Hub is transforming the speed and ease of completing vehicle health checks and workshop clocking, all aided by a new tablet-compatible interface.
Customers now benefit from improved clarity and convenience when engaging with Park’s sites online and in the service reception, cutting no-shows and facilitating check-ins, as well as helping service staff secure more approvals for current and deferred work.
Scott Menzies, Group Service Manager at Park’s Motor Group, commented: “We immediately made a saving by cutting back on investment in three separate aftersales solutions, but Service Hub is delivering so much more. It’s simple for staff to use and it makes us more efficient and more profitable.
“One of the main benefits we’ve found with Service Hub is our average invoice value has increased by £57. The new online check-in has really helped us in two main areas: no-shows have decreased massively, and we’re doing much better with upsell. The customer seems more comfortable sitting at home when they’re doing the online check-in, and across the group our upsell has so far gone up by 42%.”
A 30-year collaboration
The latest agreement builds on a collaboration between Park’s Motor Group and Keyloop spanning almost 30 years. Park’s has played a key role in helping Keyloop shape and enhance its digital solutions, so it was a natural partner to pilot the new Service Hub platform. be implementing other solutions that form part of Fusion, Keyloop’s new Automotive Retail Platform (ARP), as they are launched.
“The benefits that Service Hub brings to staff and customers is second to none. We’re really excited to see how we can integrate Service Hub with the other Fusion products, as they become available,” adds Menzies.
Service Hub sits within the ‘Ownership’ domain of Fusion, which optimises the entire vehicle sales process – from consumer enquiry through to ownership and retention. 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.
Adrian Nash, Chief Product Officer at Keyloop, added: “Pilot sites play a crucial role in validating how new products solve real-world problems and maximise operational performance for our retailers. We can evaluate how individual products add value, and how they support the wider use-case of the Fusion Automotive Retail Platform.
“With Service Hub now in place, Park’s has made a step-change in aftersales efficiency, is enhancing the customer experience and maximising customer value. Staff across the business are continuing to exploit new facets of Service Hub’s functionality to deliver the simplicity, efficiency and profitability the business was looking for.”
An end-to-end aftersales solution
Launched in May 2025, Service Hub is a major new cloud-native, web-based solution that helps dealers manage internal and customer-facing stages in the aftersales journey, from booking to check-out. Implementations of Service Hub have shown it increases order value, improves efficiency and drives customer satisfaction.
The primary tools within Service Hub fall under four main categories:
- Customer experience and efficiency – includes Online Service Booking; Online and In-store Check-In; Booking Management; and On-the-Day Management.
- Technician tools – includes digitised Clocking for accurate time recording, as well as reporting on productivity; and Inspections for identifying, logging and reporting on additional work.
- Workshop Management – to allocate and control all workshop jobs, helping to maximise productivity, utilisation and efficiency.
- Aftersales Consumer Engagement – to manage all aftersales-related communication and engagement via customers’ preferred channels, aiding approvals and upsell through personalised messaging and prompts for the service department.
Keyloop partnered with a panel of UK motor retailers to pilot the new Service Hub technology. Over a two-month period, pilot implementations delivered marked improvements against a range of aftersales performance criteria. For example, it enabled much greater convenience for customers, achieving 45% of online bookings being booked outside typical working hours.
Service Hub test sites also saw overall transaction value rise, with 20% 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 pilot dealerships, while the ‘idle time’ per technician was cut by up to 45 minutes per day.
While Service Hub sits within the ‘Ownership’ domain of the Fusion ARP, the industry-leading Keyloop dealer management system (DMS) is a critical element in the ‘Operate’ domain. The remaining two domains are ‘Demand’ and ‘Supply’. Full details of Fusion can be found at www.keyloop.com.
Keyloop is a global leader in automotive technology, supplying software solutions to over 70% of the UK’s top 200 dealer groups (by turnover).
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, 80% of the top 10 UK leasing companies, and 60% of brands within Europe’s financier space. For more information, please visit: www.keyloop.com
