Busseys - Service Hub
Busseys is a family-owned retailer group based in Norfolk that has been operating for more than 100 years. The business represents the Ford, BYD, INEOS, and Peugeot brands and sells new and used cars, vans, alongside servicing and parts. Busseys has worked closely with Keyloop for around 20 years to align its goals with Keyloop’s solutions. The most recent example of this was the introduction of Service Hub.
Since we've introduced Service Hub, it's made the communication from the workshop through to the service desk far faster, far more efficient, and there’s far less missed information. It's also saved real time for the advisors on a day-to-day basis and our customers are experiencing a much more seamless and convenient overall experience.
Mark Bond, Group Aftersales Director, Busseys
Busseys' Story
Challenge
Prior to introducing Keyloop Service Hub, the team at Busseys struggled with a lack of communication between the service desk and workshop. The disjointed process led to issues such as double keying and missed information. This lack of seamless communication resulted in delays and impacted the overall customer experience. The service desk team also spent a lot of time on pre-calls and handling administrative tasks, which detracted from their ability to focus on higher-value activities like upselling.
Solution
Mark Bond, Group Aftersales Director at Busseys played a key role in identifying the need for a solution that could address these challenges and streamline operations. Working with Keyloop, Mark and the team at Busseys oversaw the implementation of Service Hub. This was supported with weekly calls, on-site visits, and prompt support whenever needed from Keyloop, ensuring a smooth transition to the new system.
Impact
Since introducing Service Hub, the business has experienced big improvements in efficiency and customer satisfaction. One of the immediate benefits has been the significant time savings for the service desk. By eliminating the need for pre-calls, the team now have more time to engage with customers during their service journey. This has led to an increase in VHC sales and has made upsell calls easier and more efficient.
The online check-in feature has been very beneficial for Busseys. It has made the process much more convenient for customers and saved the service desk team between two and three hours a day on pre-calls. Mark and the team have also added a vehicle valuation request, which so far has led to a 10% uptake, resulting in a 25% conversion rate into vehicle sales.
Overall, the implementation of Service Hub has been fundamental in improving processes, gaining efficiencies, boosting revenue, and enhancing the customer experience for Busseys.
In our Norwich Ford store, we see roughly 40 to 50 customers a day, all of which we pre-call or had always pre-called two days before the visit. Since we've gone live with online check-in as part of the Service Hub offering, we're saving two to three hours a day on the pre-calls, which is allowing the team to focus more on the VHC sales and keeping in touch with customers throughout their journey.
Mark Bond, Group Aftersales Director, Busseys