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Connected cars and the aftersales challenge

29/08/2017
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Every part of life is seemingly ‘going digital’.

The automotive aftersales process is no different.

With eight in 10 cars expected to be fully ‘connected’ within the next 10 years, OEMs and their dealership networks face the challenge of becoming tech savvy to meet the expectations of their customers.
Dealerships, and by extension their staff, face the prospect of having to demonstrate and explain large amounts of technology to potential customers
So what’s the challenge?

Dealerships face the prospect of having to demonstrate and explain large amounts of technology to potential customers. Not only will salespeople be expected to explain car handling, performance and specification, but will also be expected to be conversant in car entertainment systems, connectivity, driver analytics and much more.

First and foremost, this provides a staff training challenge for dealerships, but equally, OEMs will need to create an optimal user experience which is as intuitive and as educational as possible for the consumer.

The most switched on OEMs are already in the process of addressing these issues by ensuring that their Aftersales departments are working hand-in-hand with their Sales, Engineering and IT departments to fully prepare for the ‘Connected Car’ era.

At the heart of these plans sits important people such as Aftersales Connected Car Specialists whose role is to coordinate connected car services in the aftersales stage.
Connected cars will allow dealerships to reap a wealth of benefits
The benefits to dealerships of connected cars

Adapting the aftersales process to connected cars will allow dealerships to reap a wealth of benefits, including:

  • A streamlined and improved servicing process: connected cars will enable remote access to important vehicle diagnostics, making it easier for dealerships and drivers to plan maintenance and repair work. In addition, the vehicle’s software can be updated over-the-air to enable remote repairs and to ‘switch-on’ new infotainment features.

  • Improved dealership / customer communication: connected cars will create a new communication channel between dealerships and customers. Human-machine interfaces (HMI) will make it easier than ever for customers to contact dealerships. Conversely dealerships will be able to issue recall notices and other important information directly to the driver.

  • Pricing transparency: connected cars will provide dealerships with much more detailed information about driver habits (braking and acceleration data for example), which means the dealer can provide more accurate quotes as to what a service is likely to cost, or when repairs will be likely (based on wear rates) etc. Not only this, access to this data in real-time will mean that the dealership’s workshop can have the parts in stock ahead of the service.

  • All of this should add up to equal an improved customer experience and an improved bottom line for dealerships.

    Be part of the connected revolution


    ‘Revolution’ is a much over-used cliché in engineering circles these days. Even the most banal of developments tend to be discussed as ‘revolutionary’ by many industry analysts and commentators.

    But I think it’s safe to say that connected cars truly are revolutionary- at least when looked at from the perspective of aftersales.

    Software-over-the-air (SOTA) patches and updates, as well as greater market adoption of electric vehicles that have fewer moving parts and therefore fewer requirements for maintenance work, mean that the aftersales space will look very different, very soon.

    You can be part of this revolution.

    We’re proud to be working with a forward-thinking OEM that is already planning for this new future for Aftersales.

    And they are looking for an Aftersales Connected Car Specialist to play a central role in their connected car plans.

    Is this you?

    Click here and see if you’ve got what it takes to help this premium automotive manufacturer enter the connected car era in pole position.
    Tags: Automotive
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    Connected cars and the aftersales challenge - Time to read 3 min
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