From Reacting to Steering: Autohaus Schreiber Takes Aftersales to the Next Level
The Karlsruhe-based Hyundai Autohaus Schreiber GmbH dealership is using Veact to automate its service campaigns, reduce workload for its team and strengthen both customer loyalty and process quality.
“What matters to us is that solutions don’t just work from a technical perspective, but also create measurable added value for the dealership. That is exactly what we see in our collaboration with Veact.
Customer Potential Was Too Often Left Untapped in Day-to-Day Operations
Like many dealerships, Autohaus Schreiber in Karlsruhe faced a challenge familiar to every managing director in brand retail: valuable service potential existed within its customer base, but consistently acting on it was difficult in daily operations. Too much depended on one desk, one person, and manual follow-up. Sometimes tasks were handled quickly, sometimes more slowly. Sometimes everything was complete, sometimes it was not.
Recall and service campaigns were partly managed manually, and many processes were not standardized. They relied heavily on the individual knowledge and commitment of specific team members. As a result, these processes were not handled as consistently or as quickly as today’s competition for workshop capacity and customer attention requires.
“Before working with Veact, we faced the same challenge as many dealerships: using the customer potential in our database in a more structured and consistent way,” says Florian Bertsch. As Managing Director of Autohaus Schreiber GmbH and Division Manager at S&G Mobility GmbH, he had a clear objective: to reach customers at the right time with the right message, whether for service intervals, vehicle inspection appointments, or seasonal campaigns.
Without clear automation and transparency around what actually works, gaps emerge that negatively affect workshop utilization, data quality, and customer loyalty.
A Platform That Understands Dealerships
When searching for a solution in the automotive CRM and aftersales environment, it quickly became clear that Veact understands the requirements of automotive retail not just in theory, but from years of hands-on work with dealer groups and dealership processes. “What stood out positively was that the processes were not only considered from a theoretical perspective, but always with a focus on the actual workflows in our dealership,” Bertsch recalls.
What convinced the team most was the holistic approach: a combination of data management, campaign steering, and operational support in everyday business. The close cooperation between Hyundai Motor Deutschland and Veact further reinforced the decision, providing additional confidence within the brand environment.
Equally important: Veact did not add unnecessary complexity to the business. This is often the decisive factor in whether a new system is adopted or gets lost in day-to-day operations. “For us, it was especially important that the solutions would support our existing workflows in a meaningful way and make them more efficient. That is exactly what was achieved,” says Bertsch.
More Reliability in Service, Less Pressure in Daily Operations
Today, Autohaus Schreiber uses targeted measures to continuously improve data quality. By introducing structured follow-up and lead management processes, the dealership has also unlocked new customer potential.
The biggest lever, however, comes from professional campaign management around service campaigns, maintenance, vehicle inspection reminders and customer reactivation. Analyses and reporting make it visible which measures are working and where adjustments are needed.
Customer communication, response rates and appointment conversion rates have noticeably improved. Workshop utilization has also increased significantly. Follow-up on customer contacts is now more structured and transparent.
The impact is especially clear in service and maintenance campaigns. Automated reminders and consistent follow-up ensure that existing customer potential is actually activated instead of being left to chance. “The combination of data-based selection and operational support has delivered very strong results here,” says Bertsch.
The teams at Autohaus Schreiber can now work more efficiently and are clearly relieved of workload. This creates space where it matters most: in direct contact with customers.
“The Partnership Has Clearly Proven Its Value”
Looking back, Florian Bertsch draws a clear conclusion: “From our perspective, the partnership has clearly proven its value. Especially in the service area, we benefit significantly from the professional structures, data-based customer communication and operational support.”
For him, one point was decisive and it is often exactly what makes the difference in day-to-day dealership operations: the solutions introduced did not create additional complexity, but instead supported existing workflows in a meaningful way and made them more efficient.
The onboarding and integration into existing processes were also very positive from the perspective of the Karlsruhe-based dealership. “We experience the collaboration as partnership-oriented, professional and highly service-focused,” says Bertsch. Veact has proven to be a reliable partner that thinks pragmatically and moves quickly into execution.
His recommendation to other Hyundai dealerships and dealer groups is correspondingly clear: “Automotive retail today faces the challenge, more than ever, of consistently using customer potential and designing processes efficiently. This requires professional, data-based, and practical solutions. Veact understands these requirements very well and supports dealerships not only technically, but also operationally and strategically.”
The Results
Structured Processes Instead of Manual One-Off Actions
What used to depend heavily on individuals now runs systematically. Standardized campaign, reminder and follow-up processes operate with significantly greater reliability than before and noticeably reduce the team’s workload in day-to-day operations.
A Full Workshop Through Targeted Customer Communication
Service and maintenance campaigns based on clear selection logic generate additional workshop appointments. Customers are reached at the right time and existing potential within the customer base is consistently activated.
Transparency That Enables Steering
Reporting and analysis tools show which campaigns are effective, where additional opportunities exist and how customers respond to individual actions. Aftersales activities can be actively steered instead of planned based on gut feeling.
