The recent launch of Service Hub marked a pivotal moment in the evolution of automotive aftersales. As part of Keyloop’s Automotive Retail Platform, Service Hub sits within Fusion’s Ownership domain and is set to transform the aftersales journey forever.
The end-to-end aftersales solution delivers crucial data to workshop staff, streamlines daily operations, and enables fast, efficient task management. This allows service departments to provide a better customer experience, boost satisfaction, and cultivate enduring loyalty.
An exclusive group of partners, customers, and industry peers joined us to celebrate the release of this game-changing solution. During the event, key industry voices shared insights on the challenges and innovations taking place right now, as well as the future of automotive service and how Service Hub is uniquely positioned to lead that change.
Here are the key takeaways from the panel discussion, which was hosted by Chris Munday, Keyloop’s Product Director for Ownership, and featured panellists Paul Bussey (Chief Executive Officer, Busseys), Kim Sandler (Applications Manager, Allied Vehicles), and Trevor Pajak (Group Head of Aftersales, Marriott Motor Group).
Building the future by bridging old and new
Rather than abandoning legacy systems or traditional methods, Service Hub was developed by merging existing product knowledge with fresh software innovation. This approach enabled the team at Keyloop to achieve a speed of innovation the market rarely sees, delivering a market-ready solution in just 14 months—an exceptional timeline reflecting technical agility and organisational focus. The result is a solution that feels both familiar and revolutionary.
Aftersales as a critical strategic pillar
Aftersales has long been underappreciated compared to the glamour of vehicle sales, but the panel emphasised its vital role in ensuring profitability, customer retention, and overall brand advocacy.
Paul pointed out that service departments used to rely on aftersales revenue to cover 100% of their overhead costs. However, that figure has consistently dropped over the last thirty years, especially more recently.
As vehicles become increasingly reliable and electric vehicles reduce service needs, covering costs becomes more of a challenge. The recent rise in minimum wage and employers’ National Insurance only adds to the cost of doing business.
Service Hub helps to close this revenue gap by enhancing efficiency at every phase of the aftersales journey. Paul shared that his dealership, Busseys, is currently 10% over target for the year thanks, in part, to Service Hub.
Greater efficiency not only enables dealerships to reduce their cost to serve, but also allows them to be more productive and offer a better experience, leading to greater retention.
“Aftersales is the unsung hero… Without aftersales, we’ve got no viable business.”
Paul Bussey, CEO of Busseys
Meeting the rising expectations of the digital customer
One of the recurring themes from the panel was the shift in customer expectations. Today’s vehicle owners expect digital, self-serve solutions and real-time communication. They enjoy a digital-first experience in every other area of their lives, and the automotive industry needs to catch up.
Service Hub responds to these needs with intuitive online booking, dynamic service tracking, and flexible communication channels. Panellists called these features “game-changers” and noted a sharp increase in unsolicited customer uptake and satisfaction. Beta test results show that 45% of online bookings are made out of hours, meaning Service Hub empowers customers to book at their own convenience
Everyone agreed that improving loyalty is crucial to overcoming aftersales challenges. With this in mind, Service Hub enables dealerships to consistently deliver a seamless experience that keeps customers returning year after year.
During the beta test, Service Hub allowed teams to resolve customer queries up to four times faster than they previously could, helping them meet consumers’ expectations of speed and ease. Putting an end to rekeying
Service departments have been slowed down for years by dealing with disconnected systems. Rekeying has plagued the industry for far too long, sapping the productivity out of many hard-working teams.
Thanks to Fusion’s active data core, customer and vehicle data flows seamlessly between Service Hub’s applications in real-time. That means you only need to enter the information once and it will be available in all applications in real time. Having a unified interface improves internal collaboration and helps set clearer expectations with customers, enhancing service quality and satisfaction.
EV servicing: Challenge and opportunity
As EVs become more prevalent, service needs—and, by extension, revenue streams—are shifting. Paul mentioned that Busseys estimates that EVs will take a staggering 40% of service revenue out of the equation, while Trevor discussed how Marriott Motor Group is pivoting to new services like smart repairs, tyre alignment, and connected diagnostics.
Service Hub plays a role in adapting to this future by giving service centres tools to manage EV maintenance with transparency and agility, supported by real-time data and connected vehicle integration.
From tech scepticism to advocacy
One of the more powerful validations of Service Hub came from Trevor, who had been let down by other platforms. “We moved to a competitor thinking it would do everything,” he said, “but without integration, it didn’t work.”
Service Hub has won over some of its toughest critics by listening directly to frontline teams during development. Both Paul and Kim, who Beta tested Service Hub, spoke positively about the collaborative relationship with the development team, saying their feedback directly shaped product improvements. Reflecting on the collaboration, Paul noted, “The team said no until it worked for them—and that feedback was taken on board by Keyloop every time.”
Looking ahead: Connected, smart, and customer-centric
The launch of Service Hub marks the start of a new era in aftersales, and we’ve barely scratched the surface. From predictive service plans driven by connected vehicle data to more intelligent marketing and customer lifecycle tools, the roadmap ahead is ambitious. The team sees Service Hub not just as a product, but as a foundation for a series of new capabilities in automotive retail.
The Service Hub launch wasn’t just about celebrating a new software solution. It was about elevating an entire segment of the automotive industry that too often operates in the background. Through integrated technology, thoughtful design, and genuine collaboration with its users, Service Hub is poised to redefine how dealerships, technicians, and customers experience aftersales.
You can read about the impact Service Hub has had on some of our customers by clicking here. And to speak to one of our team members about how our suite of solutions including Service Hub can help maximise aftersales profits, please fill out the form and we’ll be in touch.
