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Detailed description
The After-sales Navigator (ASN) analyzes the views of dealer owners and service managers and proposes an evaluation framework in order to provide useful stimuli for operators pe understand how to better move into after-sales, cope with the rapid changes taking place in the industry and strengthen their competitiveness.
The framework in question focuses on three key elements of after-sales:
- Business extension
- Customer experience
- Organization
Interestingly, fewer than one in three dealers now preside over these issues in a structured way, demonstrating that although the topics covered highlight interest the opportunities for operators to seize are numerous.
Respondents and Methodology:
ASN gathered the views of more than 250 owners and service managers through online surveys with targeted questionnaires. A sample that allowed us to quantify dealers’ perceived impact on opportunities in the aftermarket within an in-depth analysis full of valuable industry insights.
Specifically, the analysis includes:
Executive overview
- After-sales Navigator (framework)
- Future of after-sales
- Impact of the transition to electric
- Performance (composition turnover after-sales, workshop passes)
Business extension
- Body shop (current management, levers of attractiveness, barriers, repair types of interest, investment to start the business)
- Tires (current management, attractiveness levers, barriers, tire custody, tire acquisition)
- Ancillary businesses (current offerings of dealers)
- Accessories (current dealer offerings, e-commerce importance)
Customer experience
- Improve customer experience (more relevant services)
- Online experience (importance and current offerings)
- Dealer experience (current offer)
- Mode of intervention (current offer)
Organization
- People (turnover, profiles difficult to identify)
- Systems (AI use and scopes, most useful features for management software)
- Restoration used (current management, dedicated venue utility, attractiveness levers, barriers, work at external partners)
- Communication (effectiveness, most important channels, BDC role in after-sales)
Product Information
Language
Italian
Total pages
51
Release date
October 2024
Format
Digital (PDF)
After-sales Navigator 2024
After-sales is becoming an increasingly crucial aspect of dealer strategies and activities, both in terms of profitability and in building relationships and customer loyalty. In particular, the uncertainties that characterize the industry today make it a real safe haven for operators. The study provides a detailed overview of the most relevant opportunities and issues for dealers, in terms of current management and interest in the various aspects that characterize the aftermarket.
Detailed description
The After-sales Navigator (ASN) analyzes the views of dealer owners and service managers and proposes an evaluation framework in order to provide useful stimuli for operators pe understand how to better move into after-sales, cope with the rapid changes taking place in the industry and strengthen their competitiveness.
The framework in question focuses on three key elements of after-sales:
- Business extension
- Customer experience
- Organization
Interestingly, fewer than one in three dealers now preside over these issues in a structured way, demonstrating that although the topics covered highlight interest the opportunities for operators to seize are numerous.
Respondents and Methodology:
ASN gathered the views of more than 250 owners and service managers through online surveys with targeted questionnaires. A sample that allowed us to quantify dealers’ perceived impact on opportunities in the aftermarket within an in-depth analysis full of valuable industry insights.
Specifically, the analysis includes:
Executive overview
- After-sales Navigator (framework)
- Future of after-sales
- Impact of the transition to electric
- Performance (composition turnover after-sales, workshop passes)
Business extension
- Body shop (current management, levers of attractiveness, barriers, repair types of interest, investment to start the business)
- Tires (current management, attractiveness levers, barriers, tire custody, tire acquisition)
- Ancillary businesses (current offerings of dealers)
- Accessories (current dealer offerings, e-commerce importance)
Customer experience
- Improve customer experience (more relevant services)
- Online experience (importance and current offerings)
- Dealer experience (current offer)
- Mode of intervention (current offer)
Organization
- People (turnover, profiles difficult to identify)
- Systems (AI use and scopes, most useful features for management software)
- Restoration used (current management, dedicated venue utility, attractiveness levers, barriers, work at external partners)
- Communication (effectiveness, most important channels, BDC role in after-sales)
Product Information
Language
Italian
Total pages
51
Release date
October 2024
Format
Digital (PDF)
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