Connectivity Issues Still Challenge Automakers & Dealers

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The Sit­u­a­tion:

There remain a num­ber of hur­dles to over­come before the con­nect­ed car becomes the seam­less expe­ri­ence automak­ers, deal­ers and con­sumers seek.

Issues that Affect Automak­ers and Their Deal­ers:

Deal­er­ship cus­tomer data­bas­es takes on new impor­tance in the process of col­lect­ed data that will influ­ence con­nec­tiv­i­ty and the val­ue to con­sumers.

Agree­ment is yet to be reached on the dom­i­nant con­sumer charg­ing mod­el. This reflects the con­cern that con­sumers have a lev­el of accep­tance regard­ing pay­ment for mobile ser­vices that will be dif­fi­cult to change with­out a par­a­digm shift in the qual­i­ty of expe­ri­ence, as indi­cat­ed by the fol­low­ing:

  • 19.7% of respon­dents felt that month­ly con­tracts would be accept­ed by con­sumers in return for telem­at­ics ser­vices how­ev­er…
  • 33.9% of respon­dents also felt that the cost of the con­nect­ed car should be includ­ed in the over­all price of the vehi­cle as stan­dard.
  • 22.6% of those sur­veyed believed that a pay-per-use mod­el would become the norm.
  • 9.2% of indus­try experts feel that a sin­gle pay­ment would define the cus­tomer charg­ing mod­el

BMW Offers a Telem­at­ics Suc­cess Sto­ry:

BMW has imple­ment­ed in its telem­at­ics sys­tems since 2007. The telem­at­ics sys­tem is in con­stant co

How the con­sumer expe­ri­ences the end result of this com­mu­ni­ca­tion is up to the abil­i­ty of the deal­er­ship to react. How­ev­er the com­pa­ny insists it is deliv­er­ing reduced main­te­nance costs for users as a result.

Despite offer­ing both reduced out­lay to the con­sumer and cost effi­cien­cies to the OEM, BMW intends to con­tin­ue charg­ing a one-off cost for telem­at­ics but insists that the cus­tomer will enjoy sav­ings dur­ing the life of their vehi­cle own­er­ship.

Action­ables Deal­er Man­agers Need to Address Today:

  • Telem­at­ics pro­vides a unique oppor­tu­ni­ty to cre­ate com­plete­ly new touch­points between OEM, deal­er­ships and cus­tomers.
  • Appli­ca­tions that focus on the car’s per­for­mance and dri­ver expe­ri­ence can be col­lect­ed and then fed back to the OEM or the deal­er who can then proac­tive­ly man­age ser­vic­ing and main­te­nance needs.
  • This means your Cus­tomer Rela­tion­ship Man­age­ment soft­ware must be high­ly sophis­ti­cat­ed and state-of-the-art.

Deal­ers need to read the report in its entire­ty to under more about what is need­ed down the road – since using Telem­at­ics to inte­grate the OEM, the deal­er net­work and the cus­tomer more close­ly will require a sig­nif­i­cant rein­vest­ment in bring­ing lega­cy sys­tems up to date with con­nec­tiv­i­ty.

 

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