Key Components Which Changed The Face Of Automobile After-sales Service

Mridu Mahendra Das Nov 26, 2022

There are currently about 35 million cars on Indian roads. Over 25 million of them are out of warranty, and most of their owners see no reason to visit their authorised dealerships for their requirements. The reason for this is quite straightforward. The majority of India’s auto-service sector is unorganised and lags in terms of skilled labour and technology. Even well-known workshops charge exorbitant fees for repairing, denting, painting, and other services. These difficulties are paving the way for the growth of full-stack mobility startups that provide both B2B and B2C services at reasonable prices.

Most mobility startups are equipped with cutting-edge technology and are designed to enhance a consumer’s overall driving experience. With rising demand, India’s car services and repairs market is projected to reach $25 billion by 2030. Here are the five key components that have altered the face of automobile after-sales service in India:

Hassle-free experience

Automobile after-sales start-ups are facilitating a one-of-a-kind platform that connects vehicle owners with a variety of automobile service providers all under one roof. The core technology of such platforms includes a website, m-site, admin portal for order management and CRM apps for executives, drivers, and clients. The unified platform allows users to book the service they require with the closest or most appropriate service provider. In addition, the client portal tracks requests and estimates the cost of the vehicle to be repaired in a hassle-free and efficient manner

Advanced technology

A large percentage of automobile service providers are full-stack service and maintenance companies, meaning they handle everything from vehicle pickup to servicing, followed by a post-service customer connection. By leveraging technology such as AI/ML and providing prescriptive, preventive, and predictive maintenance solutions to manage a car's life cycle, these platforms are further increasing trust, transparency, and convenience in service.

Enhanced telematics and connectivity

New vehicles increasingly have telematics embedded in them. As a result, know-how in telematics is becoming an essential requirement. Consumers today hardly rely on local auto repair shops to handle their new technologically advanced automobiles as they lack the required skills. On the other hand, new-age mobility start-ups are equipped with in-house teams and tools and are mastered to repair issues with connectivity, telematics, sophisticated computer, electrical and mechanical systems.

Increase in private mobility

In the past several years, the number of vehicles on Indian roads has multiplied because of the Covid-19 pandemic. People have understood the risk involved in shared mobility and the dire importance of owning a personal vehicle. An increase in private mobility has led to more dependence on automobile after-sales service as private mobility increases utilisation per vehicle, average kilometers travelled annually per vehicle, higher abrasion, increasing depreciation, and the replacement rate of equipment and services. These factors subsequently have had a positive effect on the sales of automobile service providers.

Tailoring personalised experience

Consumers today put in a lot of time and effort to explore their likely car purchases, and they are even more informed as they spend more time servicing their vehicles. Given the fact that half of the car owners are frustrated with official/Authorised dealership services, tailored personalised experiences created by automobile service start-ups are there to enable a smooth customer experience aimed to build long-term relationships.

Conclusion

Without a doubt, automobile after-service strategies have become one of the key drivers in the automobile industry. However, the complexity of customers, technological advancement in terms of information acquisition on products and services, and product reliability have all become essential components of the checklist to be fulfilled.