With mobility services, the automotive market is shifting value from vehicle ownership to vehicle access. As the automotive operating landscape changes, this requires automakers and dealers to re-evaluate their models. The role of traditional dealerships will radically change, driving a major paradigm shift in automotive retail over the next 5-10 years.

Today’s connected lifestyle is driving consumer demand for in-vehicle infotainment and services where drivers and passengers expect a uniquely personalized and tailored experience.

With an always-on connection, consumer expectations have drastically changed when it comes to their vehicle—from shopping and ownership experiences to the car as an extension to their digitally-connected lifestyle.

As automakers define their strategies in this world of ubiquitous connectivity, organizations need to focus on the customer experience and their own value network to succeed.

Operating a connected business network that integrates the car lifecycle into the global value chain is critical to deploying the next generation of driver and passenger experiences.

At the same time automakers have a growing need to unite a broad range of tools, technologies and capabilities in a single package to manage increasing in-vehicle and off-board complexity and deploy connected car services to market faster than ever.

The solution to delivering next generation connected car experiences needs to address the complete connected car product lifecycle, and integrate the vehicle and customer lifecycle into the global value chain that enables new revenue streams to automakers and their suppliers, including,

  1. Vehicle-centric services need to follow a vehicle from factory to dealer to owner, across the vehicle lifecycle, until the vehicle gets a new owner. Then the lifecycle starts all over again
  2. Transformed dealerships need to shift sales strategies to Omni-channels, requiring more sophisticated data management that integrates existing automaker and dealership data and social sentiment data with vehicle data
  3. Customer experience needs to be managed across multiple touch points across the vehicle lifecycle, as this is the key to building trusted customer relationships, customer and brand loyalty
  4. Automakers and dealerships need to provide integrated and personalised after-sales and aftermarket value propositions and offerings, being the key to creating repeat customers

An example of vehicle-centric services, that will allow automakers and dealers to introduce and offer new mobility services based value propositions to drivers and passengers:

  • remote diagnostics, service notifications, service history, warranty management, vehicle health report(s)
  • vehicle service, preventive maintenance
  • roadside assistance
  • parking
  • usage-based/responsive insurance
  • warranty claims
  • vehicle control, un/locking doors, car location, climate control, journey trips and logs, battery charge and monitoring
  • connected navigation, maps and guidance
  • connected infotainment, content and apps
  • new vehicle specific features after vehicle sale

Learn more at services.harman.com/sdp


Vildan Hasanbegovic

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