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Service Retention Automation for Emond Auto
Emond Auto Project Overview:
Emond Auto manages a high volume of service retention activity across its dealership operations, with follow-ups, reminders, and customer communications historically handled through manual and semi-automated processes. This created inconsistency in execution, reliance on staff availability, and limited visibility into overall retention performance.
Autovolve partnered with Emond Auto to automate its service retention workflows—ensuring every eligible customer is contacted at the right time, through the right channel, without increasing operational workload for dealership teams.
The automation operates directly within Emond Auto’s existing systems, providing consistent execution, clear ownership, and predictable outcomes as retention volumes scale.
Our Approach:
Automation Process:
- Identified high-volume, rules-based retention workflows suitable for automation
- Standardised retention logic into repeatable, RPA processes
- Removed dependency on manual tracking and individual staff execution
System Integration:
- Integrated automation into Emond Auto’s live dealership environment
- Ensured compatibility with existing systems and data sources
- Designed workflows to run without disrupting frontline operations
Exception Handling & Monitoring:
- Built exception handling for missing or inconsistent customer data
- Implemented monitoring, logging, and auditability
- Enabled rapid issue resolution without internal IT escalation
Ongoing Optimisation:
- Continuously refined retention logic and communication timing
- Adjusted workflows as operational requirements evolved
- Ensured automation scaled without increasing complexity or cost
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Results
- Improved Retention Coverage: A materially higher percentage of eligible customers consistently contacted.
- Operational Time Saved: Significant reduction in manual service follow-up effort.
- Process Reliability: Retention workflows now run predictably without staff dependency.
Conclusion
This project demonstrates how service retention can be transformed from a manual, people-dependent task into a reliable, automated operational capability. By automating retention workflows and taking ownership of execution, Autovolve enabled Emond Auto to protect service revenue, improve consistency, and scale retention without adding operational overhead.
“Autovolve helped us turn service retention into a structured, reliable process. The automation runs quietly in the background and ensures no opportunities are missed.”
