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Omnichannel Presence, with a Profitable Mix of New Retail Formats, which Leverages Digital Solutions is Expected to be Central to a Successful Customer Retail Strategy
22-Apr-2019
Latin America
Market Research
K2BC-01-00-00-00
AU01827-LA-MR_23049
The automotive retail market in Brazil is at the helm of change and is currently being disrupted by a number of transformative shifts, such as newer dealership formats (pop-up stores, experience outlets, online vehicle commerce, virtual live stores), and omnichannel (online-to-offline customer journeys, digital technologies, newer vehicle financing solutions, such as vehicle subscriptions/leasing), new business models in the aftermarket, and personalized customer engagement.
The customer journey is changing, and every section of this journey, from the "consider and research" phase, to the "retention" phase is witnessing innovative solutions/features/strategies. The focus is shifting toward customer-centric solutions, and building an experience/relationship with the user that is cyclic and recurring. Physical stores and offline customer journeys will continue to be central to the future automotive retail process in Brazil. However, these are being drastically affected by disruptions, thereby encouraging changes in role, function, structure, and process flows.
This research service begins by presenting the top transformative trends that are set to impact the future of automotive retail and summarizing the key study findings. It moves on to define the key phases of the customer journey and details the various activities/solutions offered, and the features/technologies for each of the phases, from the OEM perspective. A deep-dive on some of the stand-out examples and benchmarks is then provided. The study covers the entire customer journey from the "Consider & Research" phase, through to "Purchase", "Experience" and "Retention". The study also presents activities and impacts of industry participants apart from the OEM that affect auto retail and customer journey. It looks at aftermarket parts, vehicle services, and used cars. It then concludes with key growth opportunities, strategic imperatives for sustained growth, and top study conclusions.
Key Issues Addressed
- What are the transformative trends and business disruptions impacting the future of automotive retail in Brazil? What are the customer-centric solutions that various OEMs offer?
- How is the customer journey changing in Brazil, and what are the key activities the OEMs are performing along the journey? What are the key must-have/nice-to-have features?
- How are participants outside of the OEM sphere impacting the automotive retail processes? What are some of the new business models and innovations in the space?
- What are some of the industry benchmarks and best practices when analyzing the future of automotive retail in Brazil?
- Based on the trends identified, what are the key conclusions and impacts of these on the future auto retail roadmap? What are some of the shifts in strategies that may occur?
Author: Yeswant Abhimanyu
Executive Summary—Key Findings
Executive Summary—Key Findings (continued)
Transformative Shifts Shaping Automotive Retailing in Brazil
Influence of Key Stakeholders Across the Customer Journey
Impact of Select OEM Standout Trends
New Retail Formats are Reshaping the Automotive Retail Process
Benchmarking OEM Retail Activities
Benchmarking OEM Retail Activities (continued)
New Business Models Impacting Auto Retail & Customer Journey
Companies to Watch (C2W) and Start-up Boom in Automotive Retail
Key Conclusions and Future Outlook
Research Scope
Research Aims and Objectives
Key Questions this Study will Answer
Research Methodology and Background
Research Background
Key OEM Activities during the “Consider and Research” Phase
Virtual Pre-Purchase Experience—Re-thinking Websites to Enhance Interactivity
Virtual Pre-Purchase Experience—Fiat Live Store (Until 2015)
Online Financial Simulators
New Retail Formats—“Pop-Up Stores” & ‘Standalone’ Lifestyle Concept
Key OEM Activities during the “Purchase” Phase
New Retail Formats—Flagship Experience Store and Virtual Static Visitations
Basic Technology Inclusion within Dealerships have an Immense Impact on the Customer, Sales Professionals and Future Business
In-Dealership Technology Revolution
Online Vehicle Commerce
OEM Finance Offers and Banks
OEM Finance Offers and Banks (continued)
Future—Subscription Ownership Models for Vehicles to Drive Demand
Key OEM Activities During the “Experience” Phase
Cognitive Technologies Assisting In-vehicle Experience—Manuals
Future—A Digital Customer Experience Empowered by AI
Digital Vehicle Services
Aftersales Service & Maintenance Advancements
“Reparador” Workshop Website and B2B eCommerce
Aftersales Service & Maintenance Advancements
Fast and Rapid Services
Aftersales Service and Maintenance Advancements
Focus on CRM Activities
CRM Loyalty Programme—Smartphone Apps
Future—Impact of Blockchain
Key OEM Activities During the “Retention” Phase
Cyclic Financial Programmes
CPO Programmes with/o Digital Portals
Used Car eCommerce
New Business Models in Parts & Accessories (P&A)
New Business Models in Parts and Accessories (P&A) Select Examples
Case Example—Canal da Peca
New Business Models in Used Car Retailing
Used Cars—Online/Mobile App Retailing: Select Examples
Case Example—App do Automóvel
New Business Models in Service & Maintenance
Case Example—Easy Carros
Future Technologies in Vehicle Services and Garages
Implication 1—Unbundling of the Dealership Business
Implication 2—New Digital Customer Journey
Implication 3—Future Structure of the Automotive Dealership
Implication 4—Digital KPIs
Implication 4—Digital KPIs (continued)
Growth Opportunity in Automotive Retail
Strategic Imperatives for Success and Growth
Key Conclusions
Legal Disclaimer
Market Engineering Methodology
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Yeswant Abhimanyu |
| Industries | Automotive |
| WIP Number | K2BC-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9800-A6,9965-A6,9AF6-A6 |
Customer-centric Automotive Retail Strategies and Innovations Along the Customer Journey in Brazil, 2018–2023
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