Reinventing the automotive service concept
July 4, 2019
July 4, 2019
The time has come for OEMs and dealerships to reinvent their service concept for automotive aftersales. Today, customers expect the same kind of service experience offered by non-traditional providers: a hassle-free, transparent and easy-to-use experience. In one word … invisible.
The Invisible Service is the cornerstone of aftersales transformation. It describes an immersive journey, enabled by the total integration of all touchpoints (on- and off-line), which engages the customer in a continuous process: at home, at the workshop or dealer service location, and in the vehicle.
Accenture's video discusses the Invisible Service that is re-inventing the automotive service concept through aftersales transformation. See more.
View TranscriptThe automotive revolution will be driven by electrification, autonomous driving, connectivity and shared mobility—presenting several new challenges for OEMs and dealerships, especially in the aftersales market:
At the same time, the customer too is changing as the boundaries between physical and digital, business and personal continue to blur.
Customers now expect a fully comprehensive, personalized cross-channel experience in aftersales.
OEMs and dealerships need to reinvent their service concept by creating an immersive user journey, enabled by advanced digital technologies and characterized by continuous dialog with the customer to ensure loyalty during the entire customer journey.
OEMs and dealerships have no time to lose. Ensuring profitability in this radically new environment requires them to reinvent their product and service portfolios and revamp their execution—now.
Three strategic changes are key to success:
Emulate companies from other industries by developing a hassle-free service experience that will benefit the customer and create new value opportunities for the OEMs and dealerships.
Adopt and scale new technologies to disrupt dealer service operations.
Get the right position in the ecosystem and collaborate with partners to rapidly ideate and industrialize new business models and services offered to a more loyal customer base.
By moving simultaneously in all three directions, OEMs and dealerships will be able to profitably offer new services to a more loyal client base—while transforming their business model to adapt to a burgeoning automotive revolution.
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