Connected Cars AMA was our very first webinar where you asked and we answered! You asked and we answered! We had our first #AskMeAything online event where we got to answer great questions about telematics, IoT, customer success & aftermarket loyalty at dealerships. Our experts from different fields such as sales & aftersales, customer success, and data science answered 3 questions extensively in the 30 minutes session. Here are the three questions from the audience and the answers from our experts, Martin Nørgaard Høgh, VP of Commercial, Carlos Pasquali, Customer Success Director, and Thomas Jansson, Director of Data and Analytics:
Connected Cars AMA question 1: What are the possibilities for telematics in 2022?
Firstly, telematics makes it possible to digitalize car maintenance through the usage of car data. Moreover, this segment is expected to grow: the current market value of USD 37,102.6 Million in 2022 and is forecasted to reach USD 123,487.5 million by 2030. Therefore, the market is expected to register a CAGR of 19.4% during the forecast period.
Simply put, telematics makes possible remote car diagnostics and constant connection with car owners from workshops’ perspectives. It revolutionizes the way car maintenance and customer management is done. Car data makes it possible to predict car servicing. Secondly, it gives the opportunity to have contactless car diagnostics. Thirdly, telematics provides an opportunity for dealerships to strengthen their relationship with their customers. Connected Cars offers a software ecosystem for workshops consisting of the ConnectedWorkshop and an app for drivers, MyConnectedCar that allows workshops to keep in touch with their customers in an easy and convenient way.
If we should sum up in a few sentences what will telematics bring for workshops in 2022 it would be:
- Firstly, a seamless customer experience and a lot better workflow for workshops
- Secondly, an increased aftermarket revenue through upsells and marketing campaigns
- Thirdly, constantly growing revenue through the happy customers who stick to workshops providing a seamless experience with telematics.
2. How can you increase aftermarket loyalty with cars?
The issue of customer loyalty at workshops is a well-known problem in the automotive industry. Since, most people leave their designated workshop after the warranty period ends, to find a cheaper place to service their cars. This is the point where most workshops lose a lot! Older cars need more repair, they are the most valuable long-term revenue-generating assets for a workshop. Furthermore, the secret component to increasing aftermarket loyalty is having happy customers. Moreover, when costumes are happy with a product and a service they’ll stick to it, and that’s where connectivity comes in. As we mentioned above, telematics can completely revolutionize car servicing and customer management that’ll inevitably generate happy customers.
To sum it up:
Aftermarket loyalty starts with customer loyalty. Customers will become loyal to your workshop’s service if you’re always one step ahead, being there where your customers’ needs are.
3. How can you maximize customer success for dealerships?
This is connected to the question above. Firstly, ask yourself, what does customer success really mean to you and why does it matter? Let’s understand these things first:
1. What is customer success at a dealership?
Uniquely, you have a great relationship with your customers, through seamless communication and service experience. Moreover, your customers trust you and know, that their needs are always met. Thirdly, they have full confidence in your service and that makes their lives easy!
2. Why does customer success matter for a dealership?
Simply put, any service’s success leans on paying customers. If customers are happy with your service, they’ll stick to it. Why would they choose any other? Therefore, customer success matters not only to keep a dealership afloat but to keep it profitable!
Here comes telematics yet again to the picture. The connected car technology can bring any dealership and workshop’s customer management and car service to the next level.
The ConnectedWorkshop can turn workshops’ customer success by providing:
- Firstly, a proactive service approach through showing all relevant technical data of a connected car
- Secondly straight access to customers via MyConnectedCar, where workshops can run any marketing campaigns
- Thirdly seamless and effective communication with customers via chat.
Got more questions about telematics, IoT, connected car technology, or customer success at dealerships? Join us at our upcoming Connected Cars AMA session on February 25 at 11 AM CET.
Secure your spot now on the AMA registration link.
