HR Owen - Service Hub
HR Owen, a leading luxury automotive retailer, set out to modernise its systems in line with evolving customer expectations. To support this, they partnered with Keyloop to implement Service Hub across their aftersales operations.
It was important used as fewer systems as possible, as fewer windows open as possible to make everyone's life a bit easier, eliminate the double keying, and have a reporting suite that enabled us to manage the system. We got 15 or 16 workshops implemented over a six week period and they all went seamlessly.
Sean Nevatte, Group Aftersales Director
HR Owen's Story
Challenge
As a luxury automotive retailer, HR Owen needed to simplify its aftersales operations while maintaining a premium customer experience. Teams were working across multiple systems, creating inefficiencies through duplicate data entry and fragmented processes. The business wanted to streamline communication, improve visibility through reporting, and enable service teams to work more effectively from a single platform.
Solution
HR Owen deployed Keyloop Service Hub across 15-16 workshops in just six weeks, creating a more connected approach to aftersales management. By bringing customer communications, workshop workflows and reporting into one integrated platform, Service Hub helped reduce system complexity and eliminate double keying. Advisors can now communicate with customers through their preferred channels, including WhatsApp and SMS, while receiving real-time notifications that help keep work moving efficiently.
Impact
Since implementing Service Hub, HR Owen has improved productivity, communication and customer satisfaction across its aftersales operation. The time required to generate a job price has been reduced by more than 50%, helping teams work faster and more efficiently. By simplifying customer interactions and reducing the need for follow-up calls, the business has created a smoother experience for both employees and customers. HR Owen has also seen CSI scores increase by 2-3% year on year, demonstrating the positive impact of a more connected and streamlined service process.
Impact in numbers
-
50%
reduction in time spent pricing jobs
-
2-3%
increase in CSI scores year-on-year
-
15-16
workshops implemented in six weeks
Contact our team
It’s cut it down by more than half to get a job priced up.