Growth Opportunities from Benchmarking Global Passenger Vehicle OEMs’ Customer Service Channels

Growth Opportunities from Benchmarking Global Passenger Vehicle OEMs’ Customer Service Channels

Growth Strategies Hinge on Developing Omni-channel Value Line Labels, Workshop Concepts, and Subscription-based Maintenance Services to Support Customers beyond Warranty Period

RELEASE DATE
20-Jul-2022
REGION
North America
Deliverable Type
Market Research
Research Code: PD2A-01-00-00-00
SKU: AU02374-NA-MT_26737
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Description

In this report, Frost & Sullivan profiles, analyzes, and benchmarks conventional and electric OEMs by their OES channel service and maintenance offerings. The geographic scope is global. The base year is 2021; global sales reflect 2019, 2020, and 2021.

The study benchmarks the OEMs and their OES services in the following segments:
Maintenance offerings; digital retail and omni-channel strategies; value line offerings; loyalty programs and subscription services; warranty programs; financial contracts and credit services; commercial account services and used car programs; and connected, autonomous, shared, and electric (CASE)

Each criterion is ranked on a 5-point scale.

The benchmarked OEMs are Ford, GM, Tesla, VW, Renault, Stellantis, Mercedes-Benz, BMW, Changan, Geely, BYD, Tata, Hyundai, Mahindra & Mahindra, Toyota, Honda, Nissan, Suzuki, Rivian, Fisker, and NIO.

Key Issues Addressed

  • What are the main maintenance services that OEMs offer in their OES channel?
  • How are the services different from their industry peers?
  • What are the primary value line offerings, service concepts, and aftermarket programs?
  • How does each OEM compare to others across various functions in the aftersales service channel?
  • What are the top cross-industry and technology partnerships shaping the future of the aftersales segment?
  • What are OEMs’ service offerings for the growing CASE segment?

Author: Benson Augustine

Table of Contents

Why Is It Increasingly Difficult to Grow?

The Strategic Imperative 8™

The Impact of the Top 3 Strategic Imperatives on Original Equipment Manufacturers’ (OEMs) Customer Service Channels and Service Touch Points

Growth Opportunities Fuel the Growth Pipeline Engine™

Scope of Analysis

Key Questions This Study Will Answer

Benchmarking Criteria

Key Competitors—OEMs’ Customer Service Channel and Service Touch Points Industry

Distribution Channel—OEM–OES Channel Framework

Growth Drivers

Growth Restraints

Findings

Overview—Notable OEMs’ OES Value Chain Initiatives & Channel Enablers

Regional Trends in the OES Channel

Impact of the Russo–Ukrainian War on the Global OES Channel

Emerging Business Models in the OES Channel

Technology Partnerships in the OES Channel

Top OE Value Line Labels and Workshop Concepts

OEMs’ Top Concerns in the Service and Maintenance Channel

Summary—Hierarchical Snapshot of OEMs Based on OES Services

Highlight—Service Segment Leaders and Standout OES Maintenance Offerings

2021 Global Aftersales Revenue Snapshot of Select* OEMs

Benchmarking—Maintenance Offerings

Benchmarking—Digital Retail and Omni-channel Strategy

Benchmarking—Value Line Offerings

Benchmarking—Loyalty Programs and Subscription Services

Benchmarking—Warranty Programs

Benchmarking—Financial Contracts and Credit Services

Benchmarking—Commercial Account Services and Used Car Programs

Benchmarking—CASE

Ford Motor Company—Company Overview

Ford’s OES Channel Offerings

Ford’s OES Channel Offerings (continued)

Summary of Ford’s OES Channel Services

GM—Company Overview

GM’s OES Channel Offerings

GM’s OES Channel Offerings (continued)

Summary of GM’s OES Channel Services

Tesla, Inc.—Company Overview

Tesla’s OES Channel Offerings

Tesla’s OES Channel Offerings (continued)

Summary of Tesla’s OES Channel Services

VW—Company Overview

VW’s OES Channel Offerings

VW’s OES Channel Offerings (continued)

Summary of VW’s OES Channel Services

Groupe Renault—Company Overview

Renault's OES Channel Offerings

Renault’s OES Channel Offerings (continued)

Summary of Renault’s OES Channel Services

Stellantis N.V.’s—Company Overview

Stellantis’s OES Channel Offerings

Stellantis’s OES Channel Offerings (continued)

Summary of Stellantis’s OES Channel Services

Mercedes-Benz (Daimler Group PV)—Company Overview

Mercedes-Benz’s OES Channel Offerings

Mercedes-Benz’s OES Channel Offerings (continued)

Summary of Mercedes-Benz’s OES Channel Services

BMW—Company Overview

BMW’s OES Channel Offerings

BMW’s OES Channel Offerings (continued)

Summary of BMW’s OES Channel Services

Changan—Company Overview

Changan’s OES Channel Offerings

Changan’s OES Channel Offerings (continued)

Summary of Changan’s OES Channel Services

Geely—Company Overview

Geely’s OES Channel Offerings

Geely’s OES Channel Offerings (continued)

Summary of Geely’s OES Channel Services

BYD—Company Overview

BYD’s OES Channel Offerings

BYD’s OES Channel Offerings (continued)

Summary of BYD’s OES Channel Services

Tata Motors Limited—Company Overview

Tata Motors’s OES Channel Offerings

Tata Motors’s OES Channel Offerings (continued)

Summary of Tata Motors’s OES Channel Services

Hyundai Motor Company—Company Overview

Hyundai’s OES Channel Offerings

Hyundai’s OES Channel Offerings (continued)

Summary of Hyundai’s OES Channel Services

M&M—Company Overview

M&M’s OES Channel Offerings

M&M’s OES Channel Offerings (continued)

Summary of M&M’s OES Channel Services

Toyota Motor Corporation—Company Overview

Toyota’s OES Channel Offerings

Toyota’s OES Channel Offerings (continued)

Summary of Toyota’s OES Channel Services

Honda Motor Company, Ltd.—Company Overview

Honda’s OES Channel Offerings

Honda’s OES Channel Offerings (continued)

Summary of Honda’s OES Channel Services

Nissan Motor Co., Ltd.—Company Overview

Nissan’s OES Channel Offerings

Nissan’s OES Channel Offerings (continued)

Summary of Nissan’s OES Channel Services

Suzuki Motor Corporation—Company Overview

Suzuki’s OES Channel Offerings

Suzuki’s OES Channel Offerings (continued)

Summary of Suzuki’s OES Channel Services

Rivian Automotive, Inc.—Company Overview

Rivian’s OES Channel Offerings

Rivian’s OES Channel Offerings (continued)

Summary of Rivian’s OES Channel Services

Fisker—Company Overview

Fisker’s OES Channel Offerings

Fisker’s OES Channel Offerings (continued)

Summary of Fisker’s OES Channel Services

NIO Inc.—Company Overview

NIO’s OES Channel Offerings

NIO’s OES Channel Offerings (continued)

Summary of NIO’s OES Channel Services

Growth Opportunity 1—Develop Omni-channel Value Line Labels and Workshop Concepts

Growth Opportunity 1—Develop Omni-channel Value Line Labels and Workshop Concepts (continued)

Growth Opportunity 2—Launch Parts, Accessories, and Services eRetail

Growth Opportunity 2—Launch Parts, Accessories, and Services eRetail (continued)

Growth Opportunity 3—New Business Models in Financing Maintenance and Repair

Growth Opportunity 3—New Business Models in Financing Maintenance and Repair (continued)

Benchmarking Snapshot—Key OEMs’ Service Channels & Customer Touch Points

Your Next Steps

Why Frost, Why Now?

List of Exhibits

List of Exhibits (continued)

List of Exhibits (continued)

List of Exhibits (continued)

List of Exhibits (continued)

Legal Disclaimer

In this report, Frost & Sullivan profiles, analyzes, and benchmarks conventional and electric OEMs by their OES channel service and maintenance offerings. The geographic scope is global. The base year is 2021; global sales reflect 2019, 2020, and 2021. The study benchmarks the OEMs and their OES services in the following segments: Maintenance offerings; digital retail and omni-channel strategies; value line offerings; loyalty programs and subscription services; warranty programs; financial contracts and credit services; commercial account services and used car programs; and connected, autonomous, shared, and electric (CASE) Each criterion is ranked on a 5-point scale. The benchmarked OEMs are Ford, GM, Tesla, VW, Renault, Stellantis, Mercedes-Benz, BMW, Changan, Geely, BYD, Tata, Hyundai, Mahindra & Mahindra, Toyota, Honda, Nissan, Suzuki, Rivian, Fisker, and NIO.--BEGIN PROMO--

Key Issues Addressed

  • What are the main maintenance services that OEMs offer in their OES channel
  • How are the services different from their industry peers
  • What are the primary value line offerings, service concepts, and aftermarket programs
  • How does each OEM compare to others across various functions in the aftersales service channel
  • What are the top cross-industry and technology partnerships shaping the future of the aftersales segment
  • What are OEMs’ service offerings for the growing CASE segment

Author: Benson Augustine

More Information
Deliverable Type Market Research
Author Benson Augustine
Industries Automotive
No Index No
Is Prebook No
Podcast No
WIP Number PD2A-01-00-00-00