For car dealerships today, after-sales represents an area called upon to fulfil a dual role: on the one hand, to support profitability and customer loyalty; on the other, to open up new sources of value capable of offsetting the pressure on margins in other areas of the business. The evolution of the automotive sector makes it necessary to consider not only how to improve existing activities, but also which directions to take in terms of development.

The ‘After-Sales Navigator 2026’ study focuses precisely on this choice, with the aim of providing dealers with useful ideas and insights to help them define their after-sales strategy. The proposed approach compares two management approaches, which represent two distinct strategies for developing this area:

• Optimizer: an approach focused on optimising existing operations by improving the efficiency, profitability and quality of current activities;
• Builder: an approach focused on developing new potential through investment in new activities, skills and business ventures.

These two approaches are analysed across three key areas: Business Extension, relating to the expansion of the product range and the scope of after-sales services; Customer Intelligence, relating to customer insight and the use of data; and Operational Excellence, relating to organisation, processes and productivity. The ultimate aim is to provide dealers with a practical tool to assess their positioning, identify the development path most consistent with their characteristics, and implement concrete, targeted actions to drive after-sales growth.