With margins tightening and operating costs rising, UK dealers are under increasing pressure.
Add to that static car volumes and a still-recovering post-COVID market, and it’s clear that simply relying on traditional revenue streams is no longer enough. The shift to electric vehicles only adds further complexity, making customer retention and revenue protection a matter of survival – not just good business.
One significant, yet often overlooked, opportunity is accident aftercare. According to government data, there are up to 400,000 road traffic accidents annually, though the real figure is likely much higher. Too often, accident management is seen as an administrative headache or an afterthought. In reality, it’s one of the most reliable and underutilised ways to drive revenue and secure customer loyalty.
Every week, a proportion of drivers will be involved in accidents – it’s inevitable, no matter how careful they are or how safe cars become. The critical question is: what happens next? If dealers aren’t involved at this moment, the customer’s journey is likely to be taken over by their insurer’s approved network or a competitor’s bodyshop, with the dealership losing future business.
By embedding accident management into daily operations, dealers can retain control of the customer journey. This means more workshop hours, increased parts and materials sales, potential replacement vehicle hire, and even early replacement car sales. For customers, it offers a seamless, trusted solution at a stressful time, further strengthening their loyalty.
The perception that accident management is complex, paperwork-heavy, or only benefits those with a bodyshop is outdated. Digital integration between accident management companies, insurers and dealer systems means opportunities can be identified and acted on in real-time, with minimal extra effort for staff.
Training is crucial: when staff understand the value of accident aftercare for both customers and the business, they are far more likely to engage.
We’ve invested in digital training tools to empower dealership teams, making accident management a core part of the induction process. Online learning ensures knowledge stays current and performance is tracked, so staff have the confidence to support customers when they need it most.
Unlike new car supply or aftersales revenue, which can fluctuate due to external factors, accident frequency remains stable. Nearly every dealer can help, even without a bodyshop, by working with approved local repairers or providers. While accident management is not a cure-all for every industry challenge, it is a simple, consistent and customer-centric way to boost your bottom line and ensure customers return when it matters most.
The next stage in dealership training is here - digital, intuitive, and built for lasting impact. AX Academy enables dealerships and their staff to deliver standout customer experiences, and streamline accident management processes. You’ll empower your team to handle accident aftercare with confidence, setting your dealership apart in an ever-evolving market.
Now’s the time to advance your training approach. Contact our team today to discover how AX Academy can strengthen your dealership, drive customer loyalty, and position you for long-term success.
