In a rapidly evolving automotive landscape, the aftersales sector faces unprecedented challenges—from capacity constraints and skilled labour shortages to spiralling costs and customer expectations for digital experiences. In our latest episode of “The Future of Automotive Aftersales,” AMENA Chairman and Founder Alan Waley sits down with Maher El Ghailani, Area Managing Director for MENAT at Solera, to explore how cutting-edge technology is addressing these industry pain points.
The Pressing Need for Digital Transformation
The conversation opens with a stark reality check: the aftersales industry is under extreme pressure. Post-COVID capacity issues have created an average backlog of 3.4 weeks for repair work, whilst bodyshops struggle with a shortage of skilled labour despite having an average of 7 employees per shop. Meanwhile, parts costs have increased by 6% year-on-year, and longer repair times are significantly impacting customer satisfaction.
“The challenges today are really centred about the customer journey and customer satisfaction,” explains Maher. “Customers today are the key to retain, and in order to retain them, you should bring them smooth and digital journeys.”
Enter PlanManager: A Complete Digital Solution
At the heart of this transformation lies PlanManager by Solera—a comprehensive body shop management system (BMS) that AMENA has partnered with Solera to deliver across the MENAT region. Unlike traditional systems, PlanManager offers an end-to-end digital claims management solution that connects every stakeholder in the repair ecosystem.
The system encompasses:
• Kickstarting repairs through a dedicated inspection app that captures vehicle details and damage images before the vehicle even arrives at the facility
• Collection and delivery management via a reception app that handles rental car allocation, damage documentation, and customer communications
• Intelligent workshop planning with auto-scheduling that allocates the right technician to each task
• Parts management integrated with suppliers for seamless ordering and tracking
• Financial oversight through comprehensive accounting and reporting dashboards
Real-World Impact: The Numbers Speak
PlanManager isn’t just theoretical innovation—it’s delivering measurable results. Based on studies from the UK and Netherlands, users are experiencing:
• +3% increase in net profitability
• +10% workforce utilisation improvement
• Reduced key-to-key times getting customers back on the road faster
• Enhanced visibility across the entire repair process
Jim Thomas, Director of SMART Bodyshop Solutions, shares his experience: “Within the first week we agreed to replace the current BMS with Shop Manager. This transition enabled us to run with clarity, confidence and a new way of working for the existing team, simplifying processes and using the apps to help define key information.”
The AI Advantage
What sets PlanManager apart is its intelligent use of artificial intelligence throughout the repair journey. As Maher explains, “Using AI will accelerate the aftersales processes, especially in terms of repair. Now we enable shops to be rapid in terms of repair cycle times and also give them quick visibility on the process.”
The AI capabilities provide objective assessments, eliminate subjective decision-making, and automate routine tasks—freeing skilled technicians to focus on what they do best: quality repairs.
Addressing the Chinese Brand Challenge
An intriguing discussion point revolves around whether newcomers to the market—particularly Chinese automotive brands—find it easier to adopt digital solutions. Maher notes that whilst these brands benefit from competitive pricing and scale, “Competition is always good. There is a shift in technology, and if there is competition, the price would be interesting for the customer.”
The key takeaway: whether established player or new entrant, digitalisation is no longer optional—it’s essential for survival in today’s market.
Customer-Centricity Through Emotional Connection
Perhaps the most compelling aspect of the conversation centres on customer engagement. Maher emphasises that satisfaction alone isn’t enough: “Companies should connect emotionally with the customer through smooth communication, direct communication, and also indirect through social media.”
PlanManager facilitates this through:
• Self-service portals giving drivers 24/7 access to repair status
• Two-way communications via email and text alerts
• Automated updates regarding estimated completion dates
• Digital surveys capturing customer feedback through the reception app
This level of transparency and communication transforms what has historically been an opaque, frustrating process into a modern, professional experience.
The AMENA-Solera Partnership: Local Expertise Meets Global Innovation
The strategic partnership between AMENA and Solera represents a powerful combination. Solera brings:
• Global leadership in vehicle lifecycle management, serving 190+ OEMs and 1,000+ insurers
• Validated by 250M+ claims across 100+ countries
• Proprietary data from Solera-owned development centres worldwide
• Seamless integration with market-leading estimating systems like Qapter
AMENA contributes:
• Deep local market knowledge across the MENAT region
• Established relationships with major automotive groups
• Cultural and operational expertise specific to regional requirements
• Comprehensive support and training infrastructure
“Through our collaboration, through your expertise as AMENA and your contacts and your professionalism, we are sure that we’re going to make the market more professional,” Maher states. “In 3 to 5 years, we’re going to have good expectations for the promotion of profitable business.”
Looking Ahead: The Future Roadmap
The conversation concludes with insights into what’s next. Solera is concentrating on:
• Enhanced data and AI capabilities across all solutions
• Fleet management solutions leveraging telematics and connected vehicle data
• Electric vehicle adaptation as the mechanical repair landscape shifts towards electrical systems
• ADAS and autonomous mobility support for increasingly sophisticated vehicles
For bodyshops, the message is clear: those who embrace digital transformation will thrive, whilst those clinging to traditional methods will face mounting challenges.
Why This Matters Now
As average job sizes decrease whilst administrative burdens increase, shops that don’t invest in technology will need to employ more staff simply to maintain current volumes. PlanManager offers an alternative path—one where efficiency gains, improved profitability, and enhanced customer satisfaction create a virtuous cycle of growth.
The system has already proven successful across Europe, North America, Australia, and Belgium, with over 300 customers benefiting from reduced cycle times, improved visibility, and streamlined operations.
Ready to Transform Your Aftersales Operations?
If you’re interested in exploring how PlanManager can revolutionise your body shop operations, AMENA offers free online demonstrations. As Alan concludes in the podcast: “I think you owe it to your business just to have a look at what it does for you.”
The future of automotive aftersales is digital, connected, and customer-centric. The question isn’t whether to make the transition—it’s when.
Contact AMENA:
• Phone: +971 (4) 223 4548
• Email: office@amenaauto.me
• Website: www.amenaauto.me
Listen to the full podcast episode on AMENA’s podcast page or read more insights on our blog.
