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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
16-Apr-2018
Global
Market Research
MD08-01-00-00-00
AU01665-GL-MR_21789
$4,950.00
Special Price $3,712.50 save 25 %
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?
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)
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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
| Deliverable Type | Market Research |
|---|---|
| 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 |
