From diesel and Brexit to the profit potential of used cars and aftersales, we asked five AM100 executives to outline the challenges and opportunities in 2018
Aftersales departments are enjoying a surge in digital innovation that can increase revenues and improve retention.
Sebastiano Fedrigo, FCA service, parts and customer care director, on how urgency drives the best results and why he is still amazed by Spotify.
Japanese brands continued to dominated the What Car? reliability survey, with the Toyota Aygo, Honda Jazz and Lexus CT200h all scoring top marks.
A small number of independent dealers boost their bottom line with aftersales. Should more follow suit?
David Higson, head of technical and service quality, Mercedes-Benz Vans, is excited about how technology and connectivity can help him deliver the best service.
Even with a warranty, customers can often be upset their car needs repairing, but a prepared dealer can make the experience positive and painless for everyone.
Your dealerships’ service staff need to be masters of many trades to serve growing numbers of customers effectively.
Embedding demonstrator-equipped ‘customer champions’ in service centres will broaden coverage, believes SsangYong managing director Paul Williams.
To improve revenues and encourage customer contact, dealers need to provide a true ‘one-stop-shop’ that meets their regular car care needs.
Comparison sites are revolutionising the way drivers choose who services and repairs their cars.
To win their business, oil companies are offering dealer groups services and products that add convenience and cut cost.
With strong performance around new cars, the second-hand sector is coming under scrutiny – but a number of new products are being launched to help.
The 30-day forecourt warranty is dead: now drivers demand long-term, clear protection.
Multi-technician teams may boost labour hours and customer satisfaction
Alternative-fuelled powertrains, the connected car and even ‘virtual’ technicians are changing how franchised dealers will provide, and profit from, aftersales.
Lubricant companies are coming up with new products and services to win over manufacturers and help dealers develop their aftersales business.
Paint protection experts are helping car dealers to reap financial rewards by convincing consumers of the treatments’ benefits.
Car dealers who offer own-brand service plans have a valuable new option with which to entice customers.
Valeting companies have grown with the market, but the canny operators are readying themselves for a slowdown.
Dealers who offer their own service plans have a distinct advantage over those who only sell manufacturers’ products.
Paint and upholstery protection, valeting and SMART repair can boost customer service scores as well as your bottom line.
Car dealers are targeting corporate customers with services such as free collection and delivery and night-time servicing
Dealers, manufacturers and suppliers tell AM how the franchised sector can win back aftersales business.
What can franchised dealers learn from their fast-fit rivals?
