Success in Aftersales with Data-Driven Processes
How the M.A.X. Group uses digital communication and data-based analyses to utilise its workshop capacities more efficiently and strengthen customer loyalty.
response rate from the Spotlight campaign
appointments scheduled through the telemarketing campaigns (BDC module)
profit margin per €1 invested in Veact (ROI)
The ability to proactively approach the customer relieves my employees and enables sustainable capacity planning across the entire group.
Maximising Success Through Data-Driven Strategies
The aftersales processes of the M.A.X. Group were characterised by manual, time-consuming processes, which made efficient and in-depth data analyses difficult. This prevented the identification of additional sales potential and a sustainable strategic focus.
In addition, there was no measurable success control for the marketing measures specified by manufacturers, as neither focus product sales nor cross-selling potential were analysed.
At the same time, customers expected modern, digital communication, but the existing systems were not geared towards a proactive and personalised customer approach.
Our solution: Partnership with Veact for data-based aftersales marketing
Through a strategic partnership with Veact GmbH, the M.A.X. Group significantly enhanced its customer communication. Six data-driven marketing campaigns were implemented to tap into cross-selling opportunities and engage customers proactively. The introduction of the Spotlight tool further elevated data quality across the board.
Maximising Efficiency with Spotlight
The collaboration with Veact marked a turning point for the M.A.X. Group. A centralised interface enabled the extraction, structuring, and transformation of customer data into actionable insights. Spotlight played a pivotal role in this process by substantially improving data quality, facilitating personalised campaigns, and ensuring full compliance with data protection regulations. Prior to Spotlight, customer reachability stood at approximately 60%. The implementation of the tool boosted this figure by nearly 10%, allowing customer needs to be identified earlier and more accurately—a critical advantage in light of increasingly stringent data quality requirements tied to OEM bonus systems.
In addition to optimizing campaigns, the foundation for long-term growth was laid. Introducing 24/7 vehicle handover and centralized appointment scheduling improved the customer experience and made internal processes more efficient. Keeping in regular touch with Veact was a big help in making this change happen.
More efficiency, better results
Optimised workshop capacity utilisation and continuous 24/7 customer support contribute to a more modern and effective customer engagement strategy.
Targeted sales analyses
In-depth data evaluations revealed previously untapped revenue opportunities.
Effective campaigns
Improved strategies increased the efficiency of customer outreach and drove significant sales growth, particularly through cross-selling.
Increased data quality
Spotlight significantly improved customer reach—a key success factor in the highly regulated realm of data protection.
