After-sales is now a strategic pillar for dealerships, both as a source of profit and as a lever for consolidating customer relationships and strengthening loyalty. The evolution of the automotive sector, characterised by increasing competition and ever-higher customer expectations, requires careful and targeted evaluation of development strategies.

The After-Sales Navigator 2025 study focuses precisely on the core business of after-sales, with the aim of providing useful stimuli and insights to dealerships to optimise this area. The proposed approach is inspired by the method that a consultant would adopt to support a dealership in optimising its after-sales service, through three fundamental steps:

• Performance, i.e. the measurement of specific KPIs that can guide strategic and tactical choices;
• Levers, which consist of analysing the degree of evolution of the main assets that contribute to the overall result;
• Actions, i.e. identifying the most relevant improvement initiatives for dealerships.

These three steps apply across three key areas: supply, organisation and processes. The ultimate goal is to provide dealers with a practical tool to interpret after-sales dynamics, identify strategic priorities and implement concrete and targeted actions for growth.