Global OEM Aftersales 2.0—Comparative Benchmarking of Adoption of New Parts and Service Business Models, 2017

Global OEM Aftersales 2.0—Comparative Benchmarking of Adoption of New Parts and Service Business Models, 2017

Multi-brand Parts Sales and Innovating with Vehicle Servicing Strategies will be Key for OEMs to Sustain Aftersales Revenue

RELEASE DATE
16-Apr-2018
REGION
Global
Research Code: MD08-01-00-00-00
SKU: AU01665-GL-MR_21789
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Description

The aim of the study is to understand the current transition and to predict future trends in global automotive OEM aftersales segment. As older cars shift to the independent aftermarket primarily due to an aging vehicle population and high cost incurred, OEMs have to strategize their aftersales programs to sustain their market share.

Research Scope

  • The objective of this study is to research, analyze, and predict key strategies for OEMs in the automotive aftermarket in 2017
  • To understand the multiple business models and customer engagement activities of OEMs in the automotive aftermarket
  • To understand the shift in OEMs approach towards aftersales and services
  • To assess the current and future changes in the automotive aftermarket with respect to OEMs

Research Aim: The goal of the study is to understand key strategies of OEMs for parts sales and servicing and benchmark key participants’ activities in the automotive aftermarket channel.


Research Highlights

The study covers the major OEMs approach to enhance their aftersales revenues, with detailed case studies. It also compares the various features and services offered by major OEMs. The comparison is region specific for North America, Europe, and Emerging Markets. The study also covers the recent developments in aftersales by OEMs and how the future of aftersales will evolve by 2030.

All major OEMs are focusing on improving their aftersales business primarily through two approaches. The study discusses the approaches in detail and also covers the various strategies implemented under each approach. With activities such as PSA’s DISTRIGO, service aggregator business model, and telematics-enabled aftersales, the European region leads in terms of OEMs aftersales transition. Furthermore, in-vehicle telematics not only enables revenue generation but also enables continuous customer engagement activities, thereby offering a competitive advantage to OEMs, which the IAM lacks. This not only deters the customers’ shift to independent aftermarket but also enables OEMs to get data about the vehicle in real time, thereby helping them in diagnosing vehicle issues easily.

OEMs are capitalizing on such core competencies and additionally replicating the IAM business model to improve their revenue through aftersales. The study discuss in detail about such initiatives taken by major OEMs globally.

Key Issues Addressed

  • What are the major challenges for OEMs in the automotive aftermarket and how are these being addressed?
  • What are the major changes in OEMs aftersales and services?
  • What are the different business models adopted by major OEMs?
  • What are the services offered by major OEMs?
  • How will the automotive aftermarket evolve in future?

RESEARCH: INFOGRAPHIC

This infographic presents a brief overview of the research, and highlights the key topics discussed in it.
Click image to view it in full size

Table of Contents

Key Takeaways

Global 0–11 Year Old Vehicles

Global Average Vehicle Age

OES Challenges and Strategies

OEM Aftersales Transition

Aftersales 2.0 Pillars

OEMs Moving from Parts Sales and Service to Solution Provider

Research Scope

Research Aims and Objectives

Key Questions this Study will Answer

Research Methodology

OEM Aftersales Transition

Aftersales 2.0 Pillars

eCommerce—Overview

Marketplace & Pure Play Participants

BMW Direct eStore

eCommerce—Business Opportunity

eCommerce—Business Opportunity (continued)

eCommerce—Future KPIs

IAM Parts—Overview

Ford’s Omnicraft

IAM Parts—Business Opportunity

IAM Parts—Future KPIs

New Service Models—Overview

Ford’s Quick Lane

New Service Models—Business Opportunity

New Service Models—Future KPIs

Digital Engagement—Overview

Chevrolet Owner Center

Digital Engagement—Business Opportunity

Digital Engagement—Future KPIs

Connected Repair—Overview

GM OnStar

GM OnStar (continued)

Connected Repair—Business Opportunity

Connected Repair—Future KPIs

Service Marketplaces—Overview

Amazon Service Marketplace

Service Marketplaces—Business Opportunity

Service Marketplaces—Future KPIs

Strategies Adopted

Strategy Assessment Matrix

Omnichannel Approach

Omnichannel Approach—Examples

IAM Focused Parts

IAM Focused Parts—Examples

IAM Focused Parts—Examples (continued)

Parts and Services for Multi-Brand Vehicles

Parts for Multi-Brand Vehicles—Examples

Warranty Period & VSC

Warranty Period & VSC—Examples

Subscription Services

Subscription Services (Toyota Safety Connect)

Faster Service Options

Faster Service Options (Renault Minute)

Faster Service Options (Tesla OTA Updates)

Faster Service Options (Ford Mobile Servicing)

Demographic Focused Services

Demographic Focused Services (Nissan’s Lady First Dealerships)

Improving Customer Experience through Digitization

Improving Customer Experience through Digitization (AR)

Improving Customer Experience through Digitization (Big Data)

Improving Customer Experience through Digitization (UBI)

Preventive Maintenance and In-vehicle Diagnostics

Preventive Maintenance and In-vehicle Diagnostics (VW Car-Net)

Comparative Benchmarking of OEMs in North America

FordPass

Comparative Benchmarking of OEMs in Europe

Case Study—BMW Marketplace eStore

Case Study—PSA Push to Pass Strategy

Case Study—Daimler’s Unified Digital Platform

Comparative Benchmarking of OEMs in Rest of World

Case Study—Direct eStore by Mahindra & Mahindra

Case Study—Ford SYNC

Case Study—Faster Service Option

OEMs Moving from Parts Sales and Service to Solution Provider

Mobility as a Service—Services, Business, and Pricing Models

OEM Mobility Strategies—An Overview

Evolution of OEM Capabilities

Current Trends and Future Outlook for Mobility Services

Growth Opportunity—Offer Services Similar to IAM Participants and Capitalize on OEM Advantages

Strategic Imperatives for Success and Growth

Key Conclusions and Future Outlook

The Last Word—3 Big Predictions

Legal Disclaimer

Abbreviations and Acronyms Used

Strategy Assessment Matrix—Description

Market Engineering Methodology

List of Exhibits

List of Exhibits (continued)

List of Exhibits (continued)

Related Research
The aim of the study is to understand the current transition and to predict future trends in global automotive OEM aftersales segment. As older cars shift to the independent aftermarket primarily due to an aging vehicle population and high cost incurred, OEMs have to strategize their aftersales programs to sustain their market share.--BEGIN PROMO--

Research Scope

  • The objective of this study is to research, analyze, and predict key strategies for OEMs in the automotive aftermarket in 2017
  • To understand the multiple business models and customer engagement activities of OEMs in the automotive aftermarket
  • To understand the shift in OEMs approach towards aftersales and services
  • To assess the current and future changes in the automotive aftermarket with respect to OEMs

Research Aim: The goal of the study is to understand key strategies of OEMs for parts sales and servicing and benchmark key participants’ activities in the automotive aftermarket channel.

Research Highlights

The study covers the major OEMs approach to enhance their aftersales revenues, with detailed case studies. It also compares the various features and services offered by major OEMs. The comparison is region specific for North America, Europe, and Emerging Markets. The study also covers the recent developments in aftersales by OEMs and how the future of aftersales will evolve by 2030.

All major OEMs are focusing on improving their aftersales business primarily through two approaches. The study discusses the approaches in detail and also covers the various strategies implemented under each approach. With activities such as PSA’s DISTRIGO, service aggregator business model, and telematics-enabled aftersales, the European region leads in terms of OEMs aftersales transition. Furthermore, in-vehicle telematics not only enables revenue generation but also enables continuous custome

More Information
No Index No
Podcast No
Author Vasanth Raj
Industries Automotive
WIP Number MD08-01-00-00-00
Keyword 1 automotive aftermarket
Is Prebook No
GPS Codes 9800-A6,9801-A6,9AF6-A6