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Like so much in our lives, the automotive industry has been transformed by the disruptive force that is the COVID-19 pandemic. With an increase in older cars on the road, delayed vehicle production, lean inventory and stiff aftermarket competition, aftersales is proving more essential than ever for the automotive retail business. With face-to-face interactions limited in the past year, there’s been an irreversible shift towards digital experiences. Instead of doing things in person or on the phone, customers now expect quick and convenient online self-service. Customer expectations have evolved in such a way that they will have a significant impact on how automotive retail businesses are run. Customers have made the transition to buying much of what they need online and the aftersales market needs to make sure it reflects that – and quickly. Here at Infomedia, we understand that technology and data are key to improving the digital customer experience and growing aftersales – both inside and outside of the dealership. To help our automotive partners achieve their aftersales goals, we’ve invested heavily on e-commerce and data analytics innovation. Online sales boomed during the pandemic, and dealers need to be where customers are. To leverage this trend, |
we’re helping OEMs and dealers expand their parts business by opening a new online sales channel. Check out our article – How e-commerce can help grow parts and accessory sales – for a deeper dive. It’s also clear that dealers and OEMs need to utilize new data sources and predictive analytics as the foundation of a set of unique, personalized aftersales experiences. We’ve helped BMW Australia leverage the valuable data being captured from their connected car fleet, to improve timing and relevance of communication to individual vehicle owners during the service lifecycle. To find out more about the power of connected car data – how it can be a disrupting force in how vehicles are sold, owned, serviced and repaired in the future – look at our article New horizons: connected car technology is changing the aftersales experience forever. It looks to answer many of your questions on a topic high on the list for everyone in the automotive business. If you would like to grow sales and get closer to your customers – and which businesses don’t? – then the solution is clear. You need effective ways to deploy technology and harness data to provide a great digital aftersales experience. Get in touch if you would like help with this!
The Infomedia Team |
