Changes to the sales and service business model are imperative. This is due to dramatically changing consumer demands, self-driving vehicles, alternative fuels, and more. Imagine a world with Level 5 self-driving vehicles…
- Most sales are made to fleet companies
- Vehicles arrive for service and are “received” by a computer—no need for an advisor
- Most maintenance services performed today have been eliminated
- All software updates are completed via telematics.
Additionally, every manufacturer and dealer have witnessed first-hand the impact of the internet on sales. As consumer behavior continues to evolve, what other changes will occur?
- Fleet companies order self-driving vehicles by the hundreds, or even thousands, online, specifying every detail without ever visiting a retail sales point
- Retail customers purchase in a similar manner, skipping the entire in-dealership experience; for new vehicle delivery the consumer interacts with the dashboard display, which replaces the need for a sales associate or a delivery specialist.
The alternative fuels are in their infancy. But consider the impact of electric vehicles currently on the road:
- Traditional maintenance has been virtually eliminated
- Air filters, fuel filters, fluid changes—all non-existent
- Regenerative braking systems mean brakes last 100,000 miles or more.
Of course, there are numerous combinations of events that will call for unique solutions. What should a network that addresses changing needs look like? Will sales, service, and parts functions be separated? Will we have dealers or operators? Will we have dealers that are sales points only? What we do know is the network and distribution system will have to conform to the market—not the market conforming to the network. Service Operations Specialists can help you arrive at the best and most effective solutions for your needs.