PRESS RELEASE

Data-Analysis from Infomedia Reveals the “Digital Service Booking Dividend”

• 50% of bookings made outside working hours when 24/7 online booking offered
• Price transparency could improve upsell performance by 20%
• 24/7 booking could add €35k pa to a dealership rooftop

Cambridge, 27 July 2026.  Europe-wide analysis released today by Infomedia, one of the world’s most trusted partners to the automotive aftersales ecosystem, bringing clarity to billions of data points to unlock commercial advantage, has uncovered a link between round-the-clock online service booking, transparent pricing and significant increases in workshop revenue and efficiency. 

The data, which was pulled from two major OEM dealer networks between January and March 2026 and encompassed over 2000 rooftops, shows a potential uplift per-rooftop of €35K annually, and a possible €34 million in annual incremental revenue across an entire dealer network.

The data also shows that when online service bookings are available, almost 50% of bookings are made outside working hours. For one of the OEM networks, this equates to 31,000 service appointments per quarter that might not have been captured via a phone-only platform. Price transparency also proved to be a customer preference, with an average upsell performance of 20%.

These gains were not driven by large operational restructures, additional workshop bays or increased staffing levels. They were driven simply by enabling customers to self-book online, 24/7, with transparent pricing tailored to their specific vehicle.

Online booking is often viewed by the industry as a customer convenience feature. Infomedia’s data shows that online booking could be one of the most commercially impactful changes a dealer can make to its aftersales operation. It is why Infomedia is calling it the ‘Digital Service Booking Dividend’.

Infomedia’s analysis also highlights a broader shift in customer behaviour across the European automotive market. Modern vehicle owners want to book online when it suits them; see accurate pricing upfront; be clear on exactly what their specific vehicle needs, and to feel in control of the experience.

As Michelle Wells, VP, Global Marketing at Infomedia comments: “Dealerships that support the workshop expectations of modern vehicle owners are not only improving customer satisfaction. they are creating measurable commercial advantage. For aftersales leaders focused on retention, workshop loading and profitability, the ‘Digital Service Booking Dividend’ is difficult to ignore. Digital convenience and transparent pricing are no longer optional customer experience enhancements; they are business critical profitability drivers.”

ENDS

For more information please contact:

Sophy Norris, The Alligator Pi Agency

Sophy.norris@thealligatorpiagency.com  07930 385 849

Headline data:

The analysis was conducted across two major European OEM networks between January and March 2026.  Data from 2012 rooftops across Europe was included in the analysis.

1. Customers will book when dealerships are closed

One of the strongest insights from the Infomedia analysis is how heavily customers rely on out-of-hours booking, with workshops continuing to generate future revenue opportunities long after service departments closed

 Across both OEM networks:

• Approximately half of online bookings were made outside standard dealership operating hours
• Around 19% were made during weekends
• Roughly 30% occurred during weekday evenings

For one OEM dealer network this equated to over 31,000 service appointments across the quarter that may not have been captured through traditional phone-only booking processes. The other OEM network recorded more than 27,000 additional appointments over the same period.

2. Transparent pricing increased service acceptance

The findings challenge one of the most common assumptions within aftersales, that displaying service pricing upfront may discourage customers from booking.

When customers were presented with clear, VIN-specific pricing integrated directly into online booking systems (powered by Infomedia), both OEM networks recorded substantial increases of between 13% and 27% in upsell performance.

Transparency is valued by customers, and transparency builds trust. Trusted customers are more likely to proceed with additional recommended work, return for future servicing and engage with dealership aftersales programmes.

3. The digital service booking dividend in numbers

The financial impact across both European dealer networks was significant.For one OEM network this resulted in over £24K in projected annual uplift per rooftop; for the other the uplift was over £35K per annum,

Thousands of dealerships across Europe were able to unlock significant new revenue opportunities by reducing friction in the booking process.

4. Efficiency gains matter too

The data shows that benefits extend beyond workshop sales. Online booking reduces inbound phone traffic and lowers administrative pressure on dealership teams. Across both European OEM networks, dealers achieved measurable operational savings simply by reducing the amount of manual booking activity handled by service advisors. This created a dual benefit:

• More workshop revenue
• Improved service department efficiency

Editor’s Notes:

Infomedia offers automakers and dealers intelligent, data-driven solutions that drive success.  It’s e SaaS, DaaS, and AI solutions help automakers and dealers turn their data into strategic advantage, optimising every stage of the vehicle and customer lifecycle. From selling genuine OEM parts instore and online, to delivering personalised, digital-first service experiences, we enable smarter, more connected aftersales operations.

Our AI-powered tools also transform knowledge management and accelerate technician and employee training, giving all teams faster access to accurate information and helping them stay up to speed with increasingly complex vehicle models.

Infomedia focuses on connecting the entire automotive ecosystem, by bridging the gap between manufacturers, dealers and customers, ensuring more efficient, transparent and profitable experiences for all.