MSX International

Servicing vehicles in an EV era: How US dealers can meet customer needs Electric vehicle (EV) sales are rising rapidly across the globe, but in the US, where the traditional dealership forms a crucial part of the country’s social framework, the rise in EV adoption is leading to some unique challenges for dealers and their service departments. Factors such as technology improvements and improved information for consumers are helping to eradicate adoption barriers such as range anxiety and battery performance. For consumers, the benefits of lower maintenance costs are also fueling the rapid rise in EV sales in the US. But the introduction of EVs into dealership service centers brings new challenges. OEMs and their dealer networks must invest in new equipment, and train or employ specialist EV technicians to use it. And the reduction in maintenance requirements for EVs compared with ICE vehicles means businesses see their customers less often and need to find innovative solutions to keep drivers loyal to the dealer and the brand. Across the country, some of the more successful dealerships are driving customer engagement in new ways, such as by educating EV drivers on the specific needs of their vehicles, or by delivering more targeted, customer-focused services in the most convenient way possible. In this podcast, Mike Bowe, Director, Aftermarket Sales and Service Operations, MSX, invites speakers Jorge Rodriguez, Parts and Service Director, Capitol Chevrolet; Ken Stewart, CEO, Bright Road; and Morgan Sutter, Electric Vehicle Specialist, MSX, to discuss brand loyalty in an EV era, and how US dealers can offer the knowledge, convenience, and customer experience that consumers demand.

EVs contain just a tiny fraction of the moving parts of traditional car engines. So, what does this mean for automotive businesses who rely heavily on parts and service to generate profit? To find out, listen to our MSX Podcast, ‘EVs and aftersales: Building opportunities and recovering revenue’, in which host Jayesh Jagasia, Executive Director at MSX is joined by Mark Pickles, UK Parts and Service Director at Stellantis; Daglef Seeck, Aftersales Director, DACH, at MG Motor; and Felix Serrano, Regional Vice President, Europe at MSX; to share their insight.

What are the trends and alternative mobility solutions transforming the automotive industry? And how are customer expectations influencing global markets in this digital era? To find out, listen to MSX experts discuss these topics and more in our latest podcast

The automotive sector has witnessed a meteoric rise in the number of EV sales in the last 12 months. While this is a positive transformation, OEMs continue to face multiple challenges as they race to adapt their operational, retail and aftersales models. The future of EVs is certain. Their development supports a necessary reduction in CO2 emissions worldwide, providing clean alternatives to internal combustion engines (ICE). Batteries are becoming cheaper and have a longer lifespan, and infrastructure is continually improving. For the consumer, they are less expensive to run and maintain, and attractive new models are released regularly, making EVs highly desirable in today’s market. But while sales have accelerated, there are still challenges to overcome. Purchase prices are dropping, but EVs still remain more costly to buy and set up than ICE alternatives. Range anxiety can be off-putting for consumers, especially in rural areas where there are fewer charging stations. And traditional automotive companies must invest heavily in the adjustments needed to support a fully electric future. In our latest MSX Live webcast, MSX experts Jayesh Jagasia, Retail Performance SME , and Andrea Sorrenti, Vice President, Americas, will be joined by Luca Fontanelli, Chief Executive Officer of E-GAP – a mobile charging services provider for EVs. They will discuss the common misconceptions surrounding EVs and additional topics such as charging infrastructure, the ability of electricity companies to support the EV load, and concepts such as vehicle-to-grid (V2G) technology.

A shift in consumer expectations is forcing retailers to reinvent their operational processes and adopt new business management strategies. In our latest podcast, Bastien Fusberti, Business Management Lead at MSX International, is joined by Chris Beukes, VW Audi franchise executive at Hatfield Motor Group in South Africa; Julie Ann Gutierrez, Dealer Network Development Manager at Nissan, Philippines; and Tim Daly, Ford Academy IMG Business Management Head. Together, they discuss how dealers and OEMs are leveraging data to address these challenges and drive performance.

Welcome and thank you for joining our MSX live broadcast. Our guests, Philip Junge, Head of Customer Engagement, Hannah Meler, Field Sales Representative and Marc Overkamp, Strategic Account Executive, are here to examine a range of topics affecting the automotive industry, including the impact of the global pandemic on customer behaviors, and how dealerships are adapting. They will discuss the introduction of new technologies into the retail environment and aftersales processes, and how these digital tools will transform the customer experience.

The pandemic has had a profound impact on the collision sector. Data shows a startling reduction in body shop repair estimate volumes across Europe. The reduction in business has led to financial distress for collision repairers, both for independent repairers and networks. Despite a slow increase in volumes in recent months, repairers are still operating on reduced revenue. The knock-on effects to workshops and parts suppliers have been significant, in some instances resulting in closures and job losses. And they have resulted in a reduction in OEM parts sales to collision repair centers or body shops. However, evidence shows that the collision repair businesses making strategic, customer-focused decisions are those most likely to survive the pandemic. Organizations most able to adapt are the ones who will find new ways to maximize their profitability. In this podcast, Andy Mills, Global Product Director Parts and Service, MSX, and his guests, Tony Bartlett, Senior UK Account Manager, MSX; Paul Collins, Collision Development Manager, MSX; Glyn Jones, Group Estimating Manager at KC Autos; and Pablo Linares, Director of Solutions Consulting and Innovation, GT Motive, discuss how the collision repair industry can better manage parts supply and insurance relationships, and overturn the downward trend in the use of genuine parts. “It’s key that there’s communication between the OEMs and the networks, that they can work together and come to an agreement about increasing the fitment of OEM parts.” Tony Bartlett, Senior UK Account Manager, MSX

As COVID-19 enforces social distancing between sales teams and their potential customers, manufacturers have accelerated the introduction of digital and remote selling models. But studies reveal that many customers who are buying cars continue to want one-to-one interactions with real people. For OEMs and dealerships, it’s more important than ever to win customer trust. Consumers want convenience and are comfortable with the online services they experience within other retail environments. But the automotive industry is far less known for its personalized, end-to-end digital experiences. So how do automotive businesses introduce new services to cautious consumers without losing the benefits of human interaction? In our latest podcast, Philip Junge, Head of Customer Engagement, MSX, is joined by Stefanie Senger, Executive Director at Autohaus-Gruppe Senger , one of the largest dealerships in Germany, and Fredrik Johnsson, Chief Strategy Office at Whisbi, global provider of a mobile conversational sales and marketing platform . They discuss the ways in which businesses can make better choices about the technologies they choose, the way they implement them and how they engage employees in digital processes to help win customer trust and encourage sales. “Take your employees with you on the journey. If they don't see any use in the new offerings and processes, they won't hold onto it and it's probably no good anyway.” Stefanie Senger, Executive Director at Autohaus-Gruppe Senger

New vehicle trends have already affected wholesale parts businesses, but now, OEMs are facing the impact of COVID-19. How can OEMs increase sales at a time when supply chains are restricted and customers are lured elsewhere? Hear MSX experts Andy Mills, Tony Bartlett, Tony Dingman and Zehan Liang discuss how manufacturers must adapt to the new reality.

How are aftersales departments adapting their service offerings to maintain profit and meet new consumer demands? The service department is the key profit driver for most vehicle manufacturers. The combination of technical advances and changes in consumer habits is making vehicle maintenance more complex. OEMs and their dealer networks must look at their aftersales strategies and introduce alternative service options for the customer that will offer more convenience at a time where strict social distancing and a demand for more contactless service options are in high demand. In this latest podcast, Mike Bowe, Director of Service at MSX, is joined by Carry Way, Dealer Principal at Crest Motors in Detroit and Amanda Stonebank, Service Development Specialist at MSX, to discuss the latest trends in automotive aftersales, and the changes that are rapidly occurring in dealership service departments across the United States market. “It’s all about the client experience. The business will grow if we make it a better experience.” Carrie Way, Dealer Principal, Crest Motors

How are OEMs adapting their transition to digital learning to meet new consumer demands? Training requirements and the need to upskill in this new reality are more important than ever. Businesses are looking for more digitalized training solutions to reduce spend and speed up delivery. Already in the midst of a digital transition, OEMs are facing increasing pressure to provide remote learning as the COVID-19 outbreak demands precautions and social distancing. Manufacturers must find a way to migrate their existing training curriculum and make it accessible 24/7, from any location, without compromising on quality. Learners expect to access information in one click, therefore OEMs need to integrate existing learning and development systems and their specially adapted curriculum into a single learning ecosystem. And they must have the tools to analyze learners’ performance to continuously improve the overall experience. By making digital and remote learning relevant for automotive retail, OEMs can succeed in this new reality. “We have to be open-minded because this technology is changing incredibly fast. We need to have everything in the palm of our participants’ hands.” From a content perspective, we don’t like to take just one direction, one approach. The blend of animations, videos and people’s reactions on camera is what brings digital learning together.” Richard Weinberg, National Training Manager, Ford, Lincoln

How can OEMs and dealers leverage the power of digital to supercharge their aftersales business? As much as it is considered a cliché, the reality is that aftersales is the backbone of the automotive business. It contributes a substantial percentage of profit, not just for dealers, but also OEMs. The strength and health of the aftersales business is critical to the health of the industry, as small changes in aftersales profit can have a dramatic impact on overall profitability. COVID-19 has had an immense impact on the automotive industry. Throughout this pandemic, however, the aftersales business has provided the spine of resilience that has helped a number of dealers and OEMs cope with the unprecedented challenges brought about by the crisis. Even before COVID-19, digitisation had emerged as an important driver of change in the automotive industry, and the current crisis has only cemented the importance of digitisation as a lever of success. Big changes are on their way. A whole new generation of electrified and connected vehicles is coming to market. This represents interesting challenges and opportunities for the aftersales business. Importantly, we will now also have to deal with the changes that the post-COVID world brings with it. How can digitisation of the aftersales business - spanning everything from customer acquisition, customer experience, customer retention and workshop operations – help to build a profitable business for the future?

The automotive parts business is moving fast. An abundance of online information is changing customer expectations, and new sales channels are influencing their buying habits. This MSX Podcast is examining the Covid 19 impact on service and the sale and distribution of Automotive Parts. This is the first part of a series of Podcasts created by MSX in the wake of the Covid 19 crisis covering its impact on a number of facets of the automotive industry. In this Parts and Service Podcast Series we will focus on: Watch out for our further episodes covering:

Brands come to life at the frontline. This is where brand promises are fulfilled, or often, rather unfortunately, broken. The frontline has always been important to a brand’s success, and the COVID pandemic has really underlined how important the frontline is to our lives, as well as to the economy at large. Automotive brands have traditionally made significant investments in building and maintaining the competence of the frontline, i.e. dealer staff. However, conventional learning methodologies and approaches are beginning to show deficiencies. They are expensive and require learners to step out of the business. Most importantly, brain science shows that conventional learning is in contrast to how the brain actually learns. Microlearning is an exciting new methodology that takes a business-focused, technology-led view of learning. It encourages learning in the flow of work, and is shown to be more efficient and cost effective than traditional learning methods. Microlearning presents tremendous opportunities to make frontline learning modern, contemporary, fun and impactful. We are joined by Axonify’s Chief Learning Architect, JD Dillon, in this very informative chat about why the frontline is so important, what does it take to build a resilient frontline, and how microlearning as a methodology can help brands make the journey. We also talk about MSX and Axonify’s joint initiative ‘Learn and Thrive’, which you can sign up for here. https://www.msxi.com/en/learn-and-thrive/

Driven by global megatrends like urbanization, climate change, and technology advancement, the automotive industry is currently undergoing the most radical changes since the invention of the car. The Coronavirus has hit the industry hard and is forcing digitalization in areas where it has been long overdue. Also the customer behavior has changed as well. Driven by eCommerce experiences on platforms, customers are used to an end-to-end one-stop-shop processes, self-service, and direct interaction via digital channels, but when it comes to buying and servicing cars, the world sometimes seems still very analog. In our Podcast we discuss what consumer really want and how businesses can understand the need of each customer they interact with. Our guest will be looking at latest technology, the importance of leadership and change management , customer service charters and strategies for a successful transformation towards a customer centric business model. Agenda:

For many in the automotive and motor trade industries, the last few months have been about survival. However, signs of recovery have started to appear on the horizon. Listen to our podcast to learn how industry leaders are planning to "Bounce Back" as they discuss what they have learned and how they plan to respond to life after COVID-19.

The effect of the coronavirus on society and the global economy is unmatched, with severe consequences for the automotive industry. Large scale manufacturing interruptions, closure of dealerships, and the lockdown has accelerated innovations in the auto industry at a speed and scale that nobody could have predicted. Moving forward, new consumer needs born in our current crisis will likely drive lasting revolution for both OEMs and dealers. Listen to our PODCAST to find out how MSX leaders believe auto retailers will need to adapt to COVID-19’s longer-term impact. How can they best leverage this crisis to build a long lasting advantage?

The effect of the coronavirus on society and the global economy is unmatched, with severe consequences for the automotive industry. Large scale manufacturing interruptions, closure of dealerships, and the lockdown has accelerated innovations in the auto industry at a speed and scale that nobody could have predicted. Moving forward, new consumer needs born in our current crisis will likely drive lasting revolution for both OEMs and dealers. Listen to our PODCAST to find out how MSX leaders...