Quarterly Update - December 2025

Welcome to the last CitNOW Group’s quarterly roundups of 2025 – bringing you the latest updates from CitNOW, Dealerweb and RTC.

In this latest update, we explore the key developments shaping the future of automotive retail, including Real AI, Real Opportunity, Real Successes… with Some Real Challenges, and a look at how retailers are Reaching New Heights of Customer Experience through strategic omni‑channel transformation. We also highlight how dealerships can unlock £4,800 in monthly savings by reducing repeat repairs at every site.

This edition also celebrates our major win at the Motor Trader Industry Awards and introduces our first CitNOW Product Feature Update, showcasing the latest innovations across the CitNOW Group.

CitNOW Triage Wins IT Innovation of the Year - AI & Video at the Motor Trader Industry Awards 2025

CitNOW Group has been named the winner of the IT Innovation of the Year – AI & Video category at this year’s Motor Trader Industry Awards. 

This award recognises the real benefits of CitNOW Triage, our innovative digital pre-diagnostic tool, that could unlock up to £44m in billable technician time across the UK aftersales network. Already delivering measurable results by reducing repeat workshop visits by 60% for dealerships across the UK and Europe, CitNOW Triage streamlines workshop operations and improves customer satisfaction. 

A Winning Innovation
Offering vehicle owners the opportunity to highlight issues with their vehicle prior to visiting the workshop, CitNOW Triage provides a smarter service experience. 

By enabling technicians to assess vehicle issues remotely, dealerships can order parts in advance, optimise ramp utilisation, and significantly boost first-time fix rates reducing costly return visits. This leads to lower operating costs, faster turnaround times, and happier customers. 

Real results in Aftersales 

CitNOW Triage can dramatically reduce repeat repairs, especially for all our existing RTC Aftersales customers. The seamless integration between Triage and RTC can be activated immediately, and deliver payback within one just week! And for some clients, they’ve seen results within a day !  

By capturing all issues pre-visit via customer communication, we have delivered an IT innovation with the potential to reduce revisits by up to 65%. 

Find out how CitNOW Triage could save you up to £44m in billable technician time. Request a free-of-charge demo today. 

Birchwood Group Named CitNOW Group’s Retailer of the Quarter for Q3 2025

Birchwood Group has been named CitNOW Group’s Retailer of the Quarter for Q3 2025, following a standout nomination from Account Manager George Boardman. This recognition highlights Birchwood’s impressive momentum in digital transformation and their proactive adoption of the full CitNOW Group suite.

Having started with CitNOW Sales and Imaging, Birchwood Group has recently expanded its digital toolkit to include Conversations, Dealerweb Showroom, and React. While many of these solutions are still in the onboarding phase, the team’s energy, collaboration, and commitment to innovation have already made a strong impact.

What set Birchwood Group apart:

• Rapid integration of new technologies
• Consistent excellence in the use of existing CitNOW tools
• A clear strategic vision to maximise the value of the full CitNOW portfolio

George Boardman, who nominated the group, praised their approach: “Birchwood Group has shown what’s possible when a retailer fully commits to digital transformation. Their energy, engagement, and ambition are truly inspiring.”

Congratulations to everyone at Birchwood Group. This award is testament to your hard work and forward-thinking mindset.