Transforming customer experience at Wilsons Epsom with Keyloop Service Booking
Wilsons Epsom is one of the largest family run new and used car supermarkets in the south of England and has been operating for 110 years. In a recent drive to enhance its aftersales services, Wilsons worked with Keyloop to introduce its digital Service Booking solution. Scott Billings, Aftersales Director and Sam Dawe, Systems Administrator at Wilsons played a key role in implementing the new system to the business.
I would recommend Keyloop Service Booking. We can rely on it and don’t have to worry about the back end like before and if we need to make changes it’s easy to do. Our teams work well with the solution and administer bookings with ease – it’s a massive improvement. It’s good for us and good for our customers.
Scott Billings, Aftersales Director
Challenge
Prior to introducing Keyloop Service Booking, Wilsons relied on website enquiry forms for customers booking in a service. A customer would complete a form which would be sent to an internal inbox and an advisor would manually book the service into the Keyloop DMS and confirm it with the customer.
With no automated integration to the workshop diary, customers were arriving without a booking leading to a poor experience for them and inefficiencies for their aftersales operations. This was compounded by the absence of a service job sheet, no parts being picked and the potential for no available technicians. Such instances made it evident to the customer that an issue had occurred and could significantly affect the CSI scores, which in turn could negatively impact Wilsons commercially.
Wilsons invested in developing an in-house technical solution to support the website and dealership locations however, this required third party integrations for the service booking form. This led to them encountering further challenges with maintenance and ongoing development.
Solution
After a demonstration of Keyloop Service Booking in 2022, Scott and Sam realised that it was the solution they were looking for. One of the key drivers behind introducing it to the business was the consolidation of activity for team members – having multiple applications across manufacturer and internal systems already meant the integration with Keyloop DMS and the tool populating the booking diary in real time ensured a seamless booking process.
The process of implementing and going live with Service Booking has been a positive one for Wilsons.
The Keyloop team were actively involved in on-site visits, engaging with both internal teams and their customers. This hands-on approach allowed them to gather valuable experiences and feedback directly from the frontline, which helped them identify how they can further enhance the product.
Impact
The implementation of Keyloop Service Booking has addressed existing inefficiencies and significantly improved the overall customer experience. It eliminated the issue of customers arriving without bookings and ensured complete transparency in parts and labour pricing. The integration with Keyloop DMS has also enhanced the precision of workshop appointment availability.
With three different service departments supporting seven brands, Wilsons is averaging 500 bookings through Service Booking every month. The introduction of the solution is seeing the business save an average of 10 minutes per booking – time their team can now spend on completing other tasks, whether it’s delivering a better service, improving preparation, focusing on follow ups, and more. It also enables Wilsons to answer manufacturer bookings within the SLAs.
We have, on average, 500 bookings a month direct through the Service booking tool, which saves us around 10 minutes each time. That gives us more time to prepare and deliver better customer service while enabling us to complete follow-ups and create more opportunities to fill the diary.
Scott Billings – Aftersales Director
Setting up and going live has been fantastic. Any teething issues – which are always there when it comes to different customer requirements – have been resolved.  It’s a slick and easy to use solution. I think it’s brilliant.