Relevance of Traditional Dealership in Digital Age
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Relevance of Traditional Dealership in Digital Age and what does the changing landscape mean for OEMs and dealers.
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Relevance of Traditional Dealership in Digital Age
- 1. RELEVANCE OF TRADITIONAL DEALERSHIP IN DIGITAL AGE RS KALSI | MARUTI SUZUKI INDIA /in/randhir-singh-kalsi
- 3. Digital Scenario In India 370+MN internet users currently 76%access via mobile 650+MN online users in 2020 Source: IMAI Reports| Google Study 55 Million users shopped online 2015 150/day access a smartphone 167Min/day Avg time spent on Mobile
- 4. E-Commerce Growth 80 million users by end of 2016. 35% of Internet users to be online shoppers The e-commerce market to double to INR2,11,005 crore by December INR 15,000 is Average spend of online shopper Source: IMAI Reports| IMRB
- 5. #DigitalIndia DIGITAL INDIA INNOVATION FUND START UP INDIA SKILL INDIA Penetration of Mobile devices and Internet > Higher Online Presence Resources for Ecommerce and Tech organizations Ecosystem for logistics, payment, Ecomm solutions Fund of Funds >Technological Development
- 6. The Digital Impact • Online Transfers • On the move banking • #Hashtag Banking • Online shopping • Cost comparison • Configurator • Try and Return • Laptops and Tablets • Smart Boards • Online Homework BANKING EDUCATIONECOMMERCE
- 8. Traditional Customer Journey AWARENESS EXPLORATION SALES SERVICE
- 9. Traditional Customer Touchpoints Word Of Mouth Print OutdoorTelevision Radio Tele Calling Showroom AWARENESS EXPLORATION SALES SERVICE Word Of Mouth Television Showroom Print Tele Calling Showroom
- 10. The New Customer Touchpoints Word Of Mouth Print OutdoorTelevision Radio Tele Calling Showroom AWARENESS EXPLORATION SALES SERVICE Word Of Mouth Television Showroom Print Tele Calling Showroom Mobile Social Media Search Digital Display Mobile Social Media Search Blogs Website Mobile Social Media Website Emailer
- 11. The New Customer Journey Consideration Evaluation Dealer Purchase Word Of Mouth Television Showroom Word Of Mouth Television Test Drive Showroom Mobile Social MediaSearch Blogs Website Emailer Digital Display
- 12. Benefits • Customer Delight • Touch & Feel • Validation • Servicing • Convenience • Easy Access of Information • State Of Art Experience TRADITIONAL SYNCHRONIZE > COLLABORATE > COEXIST > EVOLVE DIGITAL
- 13. Consumer Experience & Expectation Expected convenience End –to- end solutions CUSTOMER EXPECTATIONS Increased Span of Influence Increased Depth of Awareness CUSTOMER EXPERIENCE
- 14. Need For Customer Centric Solutions Difficult to Cater to consumer > Traditional Dealership Enhanced consumer Knowledge > Digital Touchpoints Increased Customer Expectations > New Age Mediums • Customer Centric Solutions • Value Propositions • Unified experience • Omni Channel Presence
- 16. Digital Experience @ NEXA State-of-the-art tablets, car configurator, mirroring screens and the owner’s app - experience seamless and personalized.
- 17. Personalization @ iCreate It is not a word. It is Freedom. Freedom to Personalize your car. Now YOU Create with iCreate
- 18. Enabler For Dealers Dealer Support & Feedback Mechanism & DMS-Physical & Virtual convergence
- 19. Virtual Warehouses A powerful and convenient system that allows dealers to access product availability across the network.
- 20. Service Experience The convenience of Apps and email alerts for timely service and service booking.
- 21. FUTURE READY
- 22. OEM’s Role • Value Chain • New Technology • Insights • Consistency • Online- Offline Integration • Standardization • Unlearn. Relearn • Investments • Re-Organize PROMOTER COLLABORATOR & CO- CREATOR IMPLEMENTER
- 23. Task At Hand for Partners • Infrastructure • Technology • New Channels • Customer Expectations • Staff & Structure • Processes ALIGN UPGRADE MANAGE
- 24. DIGITIZATION New Approach, New Beginning
- 25. Collaborative Approach Consistency of Consumer Experience Traditional and Digital will Co-Exist and Not compete Evolving Digitization & Consumer OEM & Partners to Co-Create Deliver Customer Delight
- 26. It is time for the OEM’s and Dealers to harness technology to take consumer delight to new level. THANK YOU