Modern communication is becoming the real differentiator in aftersales.

A recent study analysing almost 250,000 customer reviews found that poor communication remains one of the biggest causes of frustration in automotive retail — missed updates, unanswered calls, and lack of follow-up still appear far too often.

Interesting read here:
https://uk.news.yahoo.com/study-finds-biggest-car-dealer-040000825.html

What’s interesting is that most businesses already have the systems and data. They have DMS platforms, booking systems, eVHC software, and customer records.

The challenge is connecting everything together in a way that feels modern and effortless for both the customer and the service team.

The industry is steadily moving away from outbound calls and manual chasing towards:
• Automated updates
• Digital approvals
• App-based bookings
• Intelligent reminders
• Loyalty-driven retention

Customers increasingly expect communication to work like the rest of their digital lives — instant, clear, and mobile-first.

At the same time, service departments are under pressure to reduce workload on frontline teams while improving retention and CSI.

The technical work has always mattered.

But increasingly, it’s the customer experience around it that determines who wins long term.