A traditional company on the path to digital leadership
Achieving Success Together: How the GOTTSTEIN Group Transformed Efficiency with Veact – and Unlocked Up to €160,000 in Additional Monthly Revenue.
Enhancing customer satisfaction
through demand-driven campaigns and the integration of BMW services such as Proactive Care, while optimizing customer communication through personalized offers and services.
The main added value that we have gained over the years is above all the time saved and the relief for employees. Campaigns enable us to intervene in everyday life in a targeted manner without unnecessarily burdening people. These processes are efficient thanks to the use of data and provide noticeable relief.
Tradition meets Innovation
The management of the GOTTSTEIN Group recognised early on that the increasing pace of digitalisation and the growing demands from manufacturers like BMW necessitated a fundamental shift in marketing and aftersales processes. “The sheer volume of data and requirements became nearly unmanageable without professional support,” explains Nico Lang, Head of Aftersales. Integrating and harmonising various data sources – including internal systems, customer apps, and manufacturer protocols – proved particularly challenging. Added complexity and stringent data protection regulations resulted in inefficient workflows and excessive administrative overhead.
The growing number of leads, whether from maintenance alerts or app-based inquiries, made systematic categorisation increasingly urgent. In the absence of data-driven prioritisation, even routine services such as oil changes required disproportionately high effort.
Simultaneously, the rollout of teleservice features, demand-driven maintenance, and BMW-specific campaign parameters pushed traditional analog processes to their operational limits. Manufacturer restrictions further complicated the implementation of tailored campaigns. Compounding the issue, the back office was inundated with up to 70,000 teleservice requests annually, overwhelming staff and severely hampering response efficiency.
The Solution: A Strategic Partnership with Veact for Data-Driven Aftersales Marketing
By implementing Veact’s solutions, the GOTTSTEIN Group digitalised its marketing operations, replaced external agencies with an in-house team, and not only reduced marketing expenditures but also significantly enhanced customer targeting.
At RaDiGo GmbH – the Group’s wheel centre – digital workflows and data-based marketing strategies have streamlined processes around storage, repair, and tyre services.
Smarter Processes Through Strategic Prioritisation
Thanks to the partnership with Veact, the GOTTSTEIN Group significantly optimised its aftersales processes. Through targeted data analysis, automated campaigns based on real-time vehicle data, a customised customer approach and improved lead processing not only reduced administrative costs, but also strengthened customer loyalty.
Even after its successful digitalisation measures, one thing remains clear for the Gottstein Group: technology is a tool that should support people – not the other way around. “The real added value for us lies in relieving our employees and saving time,” emphasises Nico Lang.
The adoption of digital solutions has replaced many manual tasks, significantly increasing team efficiency and enabling staff to focus on high-value interactions.
Looking ahead, the GOTTSTEIN Group sees the coming years as pivotal for deepening customer relationships and fully leveraging the advantages of the agency model in the automotive trade. With a steadfast commitment to innovation, the GOTTSTEIN Group is poised to continue setting new benchmarks in digital aftersales marketing.
An investment that pays off with innovative marketing solutions
Veact’s digital solutions automate and streamline the entire marketing and service process, driving efficiency and sustainably increasing workshop revenue:
Increased sales through targeted Campaigning
Up to €80,000-160,000 in additional monthly revenue from data-driven campaigns, particularly in customer retention and aftersales.
Enhanced Customer Communication
Greater customer satisfaction through demand-oriented campaigns, personalised offers and the integration of BMW services such as Proactive Care.
Significant Time Savings
Around 65,000 teleservice tickets managed annually by just ten employees, thanks to automation and process optimisation.
