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
20-Jul-2022
North America
Market Research
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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
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

- OEMs’ Customer Service Channels and Service Touch Points: Growth Drivers, Global,2022 2027
- OEMs’ Customer Service Channel and Service Touch Points: Growth Restraints, Global,2022 2027
- Benchmarking of OEM Customer Service Channel: Ford Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Ford’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Ford’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: GM Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: GM’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: GM’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Tesla Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Tesla’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Tesla’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: VW Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: VW’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: VW’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Renault Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Renault’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Renault’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Stellantis Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Stellantis’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel:Stellantis’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Mercedes Benz Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Mercedes Benz’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Mercedes Benz’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: BMW Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: BMW’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: BMW’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Changan Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Changan’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel:Changan’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Geely Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel:Geely’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel:Geely’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: BYD Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: BYD’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: BYD’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Tata Motors Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Tata Motors’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Tata Motors’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Hyundai Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Hyundai’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Hyundai’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: M&M Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: M&M’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: M&M’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Toyota Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Toyota’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Toyota’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Honda Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Honda’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Honda’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Nissan Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Nissan’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Nissan’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: Suzuki Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: Suzuki’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: Suzuki’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel:Rivian Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel:Rivian’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel:Rivian’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel:Fisker Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel:Fisker’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel:Fisker’s OES Channel Services, Global, 2021
- Benchmarking of OEM Customer Service Channel: NIO Company Overview, Global, 2019 2021
- Benchmarking of OEM Customer Service Channel: NIO’s OES Channel Offerings, Global, 2021
- Benchmarking of OEM Customer Service Channel: NIO’s OES Channel Services, Global, 2021
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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
Deliverable Type | Market Research |
---|---|
Author | Benson Augustine |
Industries | Automotive |
No Index | No |
Is Prebook | No |
List of Charts and Figures | OEMs’ Customer Service Channels and Service Touch Points: Growth Drivers, Global,2022 2027~ OEMs’ Customer Service Channel and Service Touch Points: Growth Restraints, Global,2022 2027~ Benchmarking of OEM Customer Service Channel: Ford Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Ford’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Ford’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: GM Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: GM’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: GM’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Tesla Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Tesla’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Tesla’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: VW Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: VW’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: VW’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Renault Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Renault’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Renault’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Stellantis Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Stellantis’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel:Stellantis’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Mercedes Benz Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Mercedes Benz’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Mercedes Benz’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: BMW Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: BMW’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: BMW’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Changan Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Changan’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel:Changan’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Geely Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel:Geely’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel:Geely’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: BYD Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: BYD’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: BYD’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Tata Motors Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Tata Motors’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Tata Motors’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Hyundai Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Hyundai’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Hyundai’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: M&M Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: M&M’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: M&M’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Toyota Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Toyota’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Toyota’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Honda Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Honda’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Honda’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Nissan Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Nissan’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Nissan’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: Suzuki Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: Suzuki’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: Suzuki’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel:Rivian Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel:Rivian’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel:Rivian’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel:Fisker Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel:Fisker’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel:Fisker’s OES Channel Services, Global, 2021~ Benchmarking of OEM Customer Service Channel: NIO Company Overview, Global, 2019 2021~ Benchmarking of OEM Customer Service Channel: NIO’s OES Channel Offerings, Global, 2021~ Benchmarking of OEM Customer Service Channel: NIO’s OES Channel Services, Global, 2021~ |
Podcast | No |
WIP Number | PD2A-01-00-00-00 |