Motus
Motus South Africa is one of the largest automotive retail groups in the country with a track record of steady growth spanning more than 75 years. With a passion for offering its customers the best possible vehicle ownership experience, Motus recently worked with Keyloop to digitise its processes in the service department.
We went to Keyloop with our issues around digitising our service process and Keyloop had its Service Hub product. It meant customers would be greeted at their vehicle and we got away from the long queues within the dealership. Customers could also sign digitally on tablets. We also implemented the technician process, which allowed the technicians to clock onto jobs. We were able to measure those efficiencies for the technicians much better, and then we were able to improve on the upsell opportunities within our businesses.
Ismail Methar, GM: Importer and Dealer Applications, Motus
Motus' Story
Challenge
Prior to introducing Keyloop’ Service Hub solution, Motus’ aftersales processes, such as job cards, were all completed manually using paper. This was a time consuming process and the business was keen to improve the user experience. The volume of vehicles arriving each morning for a service also led to Motus identifying the need to speed up the customer meet-and-greet process.
Solution
Motus worked with Keyloop to introduce Service Hub to digitise its processes. This would help improve the customer experience in the service department by allowing Motus to offer a streamlined and efficient check in process. The business also implemented a digital process for technicians in the workshop to help increase upsell opportunities and improve efficiency by removing all paperwork.
Impact
Since introducing Service Hub, Motus is benefiting from improvements across the service department. The integration between Service Hub and the Keyloop DMS is improving efficiencies and customer interactions. The workshop team has boosted efficiency by 40% and the business can now offer a far more personalised experience to its customers, helping it continue to build trust.
We sell time in the workshop, and the less time the team spend looking for parts or running around for quotations is what brings the efficiency back into the business. We’ve picked up on efficiency by 40% in the past 18 months. That’s in example of how good Service Hub is working for us.
Jacques Riekert, Aftersales Manager, Motus
The biggest benefit of going with Keyloop is the roadmap it has for future enhancements. A lot of our other vendors don’t have roadmaps as extensive as Keyloop, and that’s where we want to take our business. Keeping ahead of the curve and making sure we are continually improving by bringing digital products into our network.
Ismail Methar, GM: Importer and Dealer Applications, Motus