The automotive industry is on the cusp of the biggest disruption in its history. By 2035, we expect the traditional profit pools based on vehicle sales and the highly profitable aftersales business to decline significantly as a share of total operating income. At the same time, we expect high growth rates for future mobility services and car-as-a-platform solutions. More than ever before, it will be the automotive companies’ responsibility to validate which products and services can generate sustainable revenue and profit moving forward. As digital customer services become increasingly relevant, finance departments will need to adopt a faster, more agile approach to respond to changing revenue streams, address new customer requirements and ensure the smooth operation and delivery of digital services.

1. New Digital Business Models
in the Automotive Industry
January 2021

2. Deloitte 2021 2
Customer uses services in his car with direct or indirect revenue streams like for example function on demand,
connected navigation, etc.
Deep Dive: User Journey – Car as a platform
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Download
app with free trial
version
Buy car with
connected service
function
CustomerAppFinanceImplication
Approve and open
connected services
library
Use selected services
for free for trial period
Recognize end of trial
period & start
marketing
Chose one time
usage or
subscription
Perform credit check,
approve access, and
receive payment
Send user-specific
material for potential
upselling
Use selective
services and require
refund if needed
End subscription
and deactivate
application
Ensure refund or
discount is given if
correct
Deactivate account &
provide final balance for
all transactions
• Direct contact with
end customer
• Connection from
vehicle to customer
• Validation of trial
period access
• User-specific
tracking of trial
period
• Tracking of free trial
usage behavior
• Credit check per user
• Short period from
payment to usage of
services
• Subscription vs. one
time usage
• Transparency on
user-specific
behavior
• Change from
product view to
customer view
• Proper taxation with
each usage
• Validation of refund
reasons
• Discount system
based on user-
specific behavior
• RGPD regulations to
be met
- illustrative -

3. Deloitte 2021 3
However, the direct interaction with the customer results in major shifts of Finance also behind the scenes
Deep Dive: User Journey – Car as a platform
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Campaign
Management
• Push Messages
• Frequently published
campaigns
• Offer Design and
Pricing, e.g. bundle
pricing
• Product Lifecycle
Management
Retention
programs
• Loyalty Management
• Renewals Management
• Renewal
recommendations
Error
Management
• Preparation of options
for customer support
• User-specific pricing
Usage/Customer
Management
• Real time alerts for
customers
• Controlling of
usage
• Impact on cost
accounting
Identity & Access
Management
• Customer Account
Management
• Contract Management
• Customer identification
FinanceImplication
- illustrative -

4. Deloitte 2021 4
Customer uses mobility services on their smartphone like for example mobility on-demand or vehicle on-demand, etc.
Deep Dive: User Journey – Mobility as a service
- illustrative -
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Look for mobility
service on the
app
Download
app on personal
smartphone
CustomerAppFinanceImplication
Perform credit check &
approve customer in
user base
Chose selected
mobility option and
request online “key”
Check payment
options & send user-
specific marketing
Chose final payment
option / optional
vouchers / etc.
Perform credit check,
approve access, and
receive deposit
End usage of mobility
service and leave
vehicle
Chose payment
preferences and log-out
of application
Verify if customer
wants a direct bill or a
consolidated bill
Send one bill either
for specific trip or full
period
• Direct contact with
end customer
• Credit check per user
• One single user ID
within several
mobile services
• User-specific
payment options
• Voucher system
based on user-
specific behavior
• Credit check per user
• Short period from
payment to usage of
services
• Subscription vs. one
time usage
• Transparency on
behavior
• Focus on customer
view
• Real-time
information
• Proper taxation
• Integration of
several bills from
different mobility
services
Give real-time offers
including specific pricing
Enter mobility
service and use it
as wanted
Send user-specific
material for potential
upselling
• Pricing based on
external & internal
parameters (e.g.
availability, weather,
etc.)

5. Deloitte 2021 5
However, the direct interaction with the customer results in major shifts of Finance also behind the scenes
Deep Dive: User Journey – Mobility as a service
FinanceImplication
Identity & Access
Management
• Customer Account
Management
• Contract Management
• Customer identification
Usage/Customer
Management
• Real time alerts for
customers
• Controlling of
usage
• Impact on cost
accounting
One bill to the
customer
• Combine selected
mobility services
• Enable periodic billing
including details from
each transaction
• Systems to handle
bundled billing
Campaign
Management
• Push Messages
• Frequently published
campaigns
• Offer Design and
Pricing, e.g. bundle
pricing
• Product Lifecycle
Management
Retention
programs
• Loyalty Management
• Renewals Management
• Renewal
recommendations
Error
Management
• Preparation of options
for customer support
• User-specific pricing
- illustrative -
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