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PUBLISHER: Frost & Sullivan | PRODUCT CODE: 1111935

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PUBLISHER: Frost & Sullivan | PRODUCT CODE: 1111935

Growth Opportunities from Benchmarking Global Passenger Vehicle OEMs' Customer Service Channels

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PAGES: 165 Pages
DELIVERY TIME: 1-2 business days
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Growth Strategies Hinge on Developing Omni-channel Value Line Labels, Workshop Concepts, and Subscription-based Maintenance Services to Support Customers beyond Warranty Period

In this report, Frost & Sullivan profiles, analyzes, and benchmarks conventional and electric OEMs by their OES channel service and maintenance offerings. The geographic scope is global. The base year is 2021; global sales reflect 2019, 2020, and 2021.

The study benchmarks the OEMs and their OES services in the following segments:

  • Maintenance offerings;
  • digital retail and omni-channel strategies;
  • value line offerings;
  • loyalty programs and subscription services;
  • warranty programs;
  • financial contracts and credit services;
  • commercial account services and used car programs;
  • and connected, autonomous, shared, and electric (CASE)

Each criterion is ranked on a 5-point scale.

The benchmarked OEMs are: Ford, GM, Tesla, VW, Renault, Stellantis, Mercedes-Benz, BMW, Changan, Geely, BYD, Tata, Hyundai, Mahindra & Mahindra, Toyota, Honda, Nissan, Suzuki, Rivian, Fisker, and NIO.

Key Issues Addressed:

  • What are the main maintenance services that OEMs offer in their OES channel?
  • How are the services different from their industry peers?
  • What are the primary value line offerings, service concepts, and aftermarket programs?
  • How does each OEM compare to others across various functions in the aftersales service channel?
  • What are the top cross-industry and technology partnerships shaping the future of the aftersales segment?
  • What are OEMs' service offerings for the growing CASE segment?
Product Code: PD2A-41

Table of Contents

Strategic Imperatives

  • Why Is It Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • The Impact of the Top 3 Strategic Imperatives on Original Equipment Manufacturers' (OEMs) Customer Service Channels and Service Touch Points
  • Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Opportunity Analysis

  • Scope of Analysis
  • Key Questions This Study Will Answer
  • Benchmarking Criteria
  • Key Competitors-OEMs' Customer Service Channel and Service Touch Points Industry
  • Distribution Channel-OEM-OES Channel Framework
  • Growth Drivers
  • Growth Restraints
  • Findings
  • Overview-Notable OEMs' OES Value Chain Initiatives & Channel Enablers
  • Regional Trends in the OES Channel
  • Impact of the Russo-Ukrainian War on the Global OES Channel
  • Emerging Business Models in the OES Channel
  • Technology Partnerships in the OES Channel
  • Top OE Value Line Labels and Workshop Concepts
  • OEMs' Top Concerns in the Service and Maintenance Channel
  • Summary-Hierarchical Snapshot of OEMs Based on OES Services
  • Highlight-Service Segment Leaders and Standout OES Maintenance Offerings
  • 2021 Global Aftersales Revenue Snapshot of Select* OEMs
  • Benchmarking-Maintenance Offerings
  • Benchmarking-Digital Retail and Omni-channel Strategy
  • Benchmarking-Value Line Offerings
  • Benchmarking-Loyalty Programs and Subscription Services
  • Benchmarking-Warranty Programs
  • Benchmarking-Financial Contracts and Credit Services
  • Benchmarking-Commercial Account Services and Used Car Programs
  • Benchmarking-CASE

Ford Motor Company

  • Ford Motor Company-Company Overview
  • Ford's OES Channel Offerings
  • Ford's OES Channel Offerings (continued)
  • Summary of Ford's OES Channel Services

General Motors Company (GM)

  • GM-Company Overview
  • GM's OES Channel Offerings
  • GM's OES Channel Offerings (continued)
  • Summary of GM's OES Channel Services

Tesla, Inc.

  • Tesla, Inc.-Company Overview
  • Tesla's OES Channel Offerings
  • Tesla's OES Channel Offerings (continued)
  • Summary of Tesla's OES Channel Services

Volkswagen Group

  • VW-Company Overview
  • VW's OES Channel Offerings
  • VW's OES Channel Offerings (continued)
  • Summary of VW's OES Channel Services

Groupe Renault

  • Groupe Renault-Company Overview
  • Renault's OES Channel Offerings
  • Renault's OES Channel Offerings (continued)
  • Summary of Renault's OES Channel Services

Stellantis N.V.

  • Stellantis N.V.'s-Company Overview
  • Stellantis's OES Channel Offerings
  • Stellantis's OES Channel Offerings (continued)
  • Summary of Stellantis's OES Channel Services

Mercedes-Benz

  • Mercedes-Benz (Daimler Group PV)-Company Overview
  • Mercedes-Benz's OES Channel Offerings
  • Mercedes-Benz's OES Channel Offerings (continued)
  • Summary of Mercedes-Benz's OES Channel Services

Bayerische Motoren Werke AG (BMW)

  • BMW-Company Overview
  • BMW's OES Channel Offerings
  • BMW's OES Channel Offerings (continued)
  • Summary of BMW's OES Channel Services

Chang'an Automobile (Group) Co., Ltd.

  • Changan-Company Overview
  • Changan's OES Channel Offerings
  • Changan's OES Channel Offerings (continued)
  • Summary of Changan's OES Channel Services

Zhejiang Geely Holding Group Co., Ltd (ZGH)

  • Geely-Company Overview
  • Geely's OES Channel Offerings
  • Geely's OES Channel Offerings (continued)
  • Summary of Geely's OES Channel Services

BYD Auto Co., Ltd.

  • BYD-Company Overview
  • BYD's OES Channel Offerings
  • BYD's OES Channel Offerings (continued)
  • Summary of BYD's OES Channel Services

Tata Motors Limited

  • Tata Motors Limited-Company Overview
  • Tata Motors's OES Channel Offerings
  • Tata Motors's OES Channel Offerings (continued)
  • Summary of Tata Motors's OES Channel Services

Hyundai Motor Company

  • Hyundai Motor Company-Company Overview
  • Hyundai's OES Channel Offerings
  • Hyundai's OES Channel Offerings (continued)
  • Summary of Hyundai's OES Channel Services

Mahindra & Mahindra Limited (M&M)

  • M&M-Company Overview
  • M&M's OES Channel Offerings
  • M&M's OES Channel Offerings (continued)
  • Summary of M&M's OES Channel Services

Toyota Motor Corporation

  • Toyota Motor Corporation-Company Overview
  • Toyota's OES Channel Offerings
  • Toyota's OES Channel Offerings (continued)
  • Summary of Toyota's OES Channel Services

Honda Motor Company, Ltd.

  • Honda Motor Company, Ltd.-Company Overview
  • Honda's OES Channel Offerings
  • Honda's OES Channel Offerings (continued)
  • Summary of Honda's OES Channel Services

Nissan Motor Co., Ltd.

  • Nissan Motor Co., Ltd.-Company Overview
  • Nissan's OES Channel Offerings
  • Nissan's OES Channel Offerings (continued)
  • Summary of Nissan's OES Channel Services

Suzuki Motor Corporation

  • Suzuki Motor Corporation-Company Overview
  • Suzuki's OES Channel Offerings
  • Suzuki's OES Channel Offerings (continued)
  • Summary of Suzuki's OES Channel Services

Rivian Automotive, Inc.

  • Rivian Automotive, Inc.-Company Overview
  • Rivian's OES Channel Offerings
  • Rivian's OES Channel Offerings (continued)
  • Summary of Rivian's OES Channel Services

Fisker Inc.

  • Fisker-Company Overview
  • Fisker's OES Channel Offerings
  • Fisker's OES Channel Offerings (continued)
  • Summary of Fisker's OES Channel Services

NIO Inc.

  • NIO Inc.-Company Overview
  • NIO's OES Channel Offerings
  • NIO's OES Channel Offerings (continued)
  • Summary of NIO's OES Channel Services

Growth Opportunity Universe

  • Growth Opportunity 1-Develop Omni-channel Value Line Labels and Workshop Concepts
  • Growth Opportunity 1-Develop Omni-channel Value Line Labels and Workshop Concepts (continued)
  • Growth Opportunity 2-Launch Parts, Accessories, and Services eRetail
  • Growth Opportunity 2-Launch Parts, Accessories, and Services eRetail (continued)
  • Growth Opportunity 3-New Business Models in Financing Maintenance and Repair
  • Growth Opportunity 3-New Business Models in Financing Maintenance and Repair (continued)

Appendix

  • Benchmarking Snapshot-Key OEMs' Service Channels & Customer Touch Points

Next Steps

  • Your Next Steps
  • Why Frost, Why Now?
  • List of Exhibits
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • Legal Disclaimer
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