When it comes to service expectations, buyers have been groomed by the best in digital, with brands like Amazon, Apple and Spotify. Where what’s desired is a swipe away. Comfortable. Fast. Invisible. Car drivers want the same in their aftersales experience—service with a swipe—making the inconvenient, convenient. Learn more: https://accntu.re/2It5zl8

1. WHY AUTOMOTIVE
NEEDS TO RE-HAUL
AFTERSALES. NOW.

2. Technology exists now
to make the discomfort
of aftersales service
experience disappear.
MAKE SERVICE
EXPECTATIONS
TOP PRIORITY
2

3. MAKE SERVICE
EXPECTATIONS
TOP PRIORITY
Copyright © 2018 Accenture. All rights reserved. 3
SERVICE EXPERIENCE GENERATES
• 20% of revenue
• Roughly 50% of
profits for OEMs
• Sector valued over
470,000 million USD
COMFORTABLE. FAST. INVISIBLE.

4. THE FUTURE LIES IN CUSTOMER
EXPERIENCE
Copyright © 2018 Accenture. All rights reserved. 4
45% of drivers want
automotive service
to be integrated
seamlessly into
their daily life.
Exceptional customer service plays a critical role in separating the winners from the losers.
MILLENNIALS
(21-36 YEARS)
GENERATION X
(37-52 YEARS)
BABY BOOMERS
(53-71 YEARS)
OVERALL

5. SWITCH TO SERVICE
WITH A SWIPE
Copyright © 2018 Accenture. All rights reserved. 5
RECEIVE
NOTIFICATION
CHOOSE A
TIME
UNLOCK
REMOTELY
REPLACE
CAR
ADDRESS
ISSUE

6. INVISIBILITY IS A
VALUABLE FEATURE
Copyright © 2018 Accenture. All rights reserved. 6
72% of drivers say they are open to paying a monthly flat
fee for service and maintenance.
Create transparency, remove the unknown,
and deliver real-time information through
online and app channels.
60% 60% 55% 46%
Overnight Servicing Pick Up from and
Return to Home
Pick Up from and
Return to Work
Drop Off at Convenient
Location (e.g. mall or airport)
72% 28%
Willing to pay $1-50
Willing to pay $51-100
Willing to pay more than $100
Not willing to pay

7. DRIVING TOWARD
DIGITAL NOW
Copyright © 2018 Accenture. All rights reserved. 7
The customers are ready and the technology is available.Automotive players can
gain a competitive edge by taking advantage of invisible service.
WINNING WAYS FOR OEMs
Add transparency to the aftersales process.
Create a flat-rate offer to ensure drivers
don’t have to worry about unexpected costs
and OEMs can ensure consistent revenue
streams.
Connect the dots. Partner with logistics
companies to handle the behind-the-scenes
operations to create an invisible service.
WINNING WAYS FOR WORKSHOPS
Add transparency to the data. Break silos
and share data across all areas of the business
from sales to marketing. Create opportunities
for predictive maintenance and a more
satisfied driver.
Be front and center with your
drivers. Boost your online presence
and be top of mind with your consumers.
Don’t make aftersales an after thought.

8. Winners will be those that create an aftersales experience that is as
sophisticated and as transparent as the most advanced digital ones.
LEARN MORE: What Digital Drivers Want Aftersales Research
8
Customers are used to seamless digital experiences and are willing to pay for the
convenience. Placing a higher priority on creating an impeccable aftersales experience can
deliver new levels of value to customers, retailers, and OEMs.
INVISIBLE SERVICE
IS PROFITABLE

9. 9
Accenture is a leading global professional services company,
providing a broad range of services and solutions in strategy,
consulting, digital, technology and operations. Combining
unmatched experience and specialized skills across more than 40
industries and all business functions – underpinned by the world’s
largest delivery network – Accenture works at the intersection of
business and technology to help clients improve their
performance and create sustainable value for their stakeholders.
With approximately 442,000 people serving clients in more than
120 countries, Accenture drives innovation to improve the way
the world works and lives. Visit us at www.accenture.com.
CONTACTS
Axel Schmidt
Managing Director and Global
Automotive Lead, Accenture
axel.schmidt@accenture.com
Alexander Huber
Managing Director, Accenture Consulting
alexander.huber@accenture.com
Alberto Sernia
Managing Director, Accenture
alberto.sernia@accenture.com
ABOUT ACCENTURE
Copyright © 2018 Accenture
All rights reserved.
Accenture, its logo, and
High Performance Delivered
are trademarks of Accenture.