The Invisible Service
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.
The drivers of change
The 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.
A strategic shift
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:
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.
View the full report and read about:
- The benefits for all parties involved in this service concept revolution
- The core elements of the new customer journey
- How Accenture can support you to be a winner in the aftersales of tomorrow