Indian Automotive aftermarket trend & challenges report gives the complete insight of Industry. The onset of the previous decade marked a period of tremendous development for the Indian Automobile industry. This can be owed mainly to the introduction of a wide range of product launches which has been possible in its entirety due to technological advancements in the field. An example of this technological boom is how commonplace Bluetooth connectivity and mobile charging have become in almost all cars today. The present scenario points to a spiked growth in the industry by the year 2030 and is expected to achieve the most prominent and advanced machines of all time. The analysis that we at ACG have arrived at has indicated a strong need to heighten the quality of product service and maintenance centres in order to keep at bay with the progressing scenario balanced with customer satisfaction.
Two major issues that plague the current automobile scenario are service and maintenance. These need to be dealt with in the most efficient and satisfactory way possible. In spite of companies trying their best to satisfy the customers’ need after the sales is done, their satisfaction is still not reached exemplary benchmarks. When these two parameters of service and maintenance are observed, the company concentrates on quality as well as time and financial constraints to ease these off the customers’ backs.
The question, however, that remains at large is this.
How do authorized dealers in the department of spare parts and other services?
In order to satisfy our customers, the foremost criteria would be to clearly define and identify the various segments, and specialized analysis is carried out in each segment to understand where the break down is happening. The analyses needs to understand that perspectives on importance and priority differs with each customer and one needs to primarily meet their basic needs and expectations. Dealers need to strike the right balance between the various priorities and find the perfect mix of quality, technology, features, vehicle type, warranty period, and service delivery time. One important aspect which could dictate this market though is heavily constrained by the OEM workshops is the warranty period. 
However, today most customers are able to make informed, intelligent decisions towards best maintenance options and service centre availability. Although, there is a major lack of assistance technically available in their locality. This is the major reason why most authorised service centres and large workshops today perform poorly. An analysis conducted at ACG reveals that an increase in profit revenue from 30 to 40% is highly recommended.
Another major issue that customers file complaints against is the level of transparency that goes into after sales services. This needs to be rectified immediately. This leads to talks surrounding additional hidden costs that the customer may not be aware of. Also notable is the fact that a multitude of offers are not being implemented even at the operational level. One notable complaint is the failure of maintaining a 24*7 service delivery for vehicles that have faced a break down.
As technology advancements have made huge strides forward, revise cost also varies along with it. Though technology has given rise to more long lasting and fast moving parts, maintenance cost as well as labour costs incurred in the same boggle the customer. This sort of expenses will only hinder the customers’ financial limitation. Hence, it becomes essential to understand few major parameters for satisfying the customer after sales. They are given in the following figure.
Multi segment concept and best implementation ways
Our study carries with data collection methodology of different organized and unorganized segments, Durability and Availability of Spare parts, Mechanical Skills, Work Procedure, Job Card, Work Quality, Time Duration for Repair, Types of available maintenance and contract etc. If these constraints are taken into concern in every service centre, customers can be satisfied in every way.
Another finding about why Multi Brand Service centre could not make its existence in India, however the market potential and growth is very attractive for multi brand?
Carnation was a good initiative in the multi brand foray, but lack of spare parts availability and paper work completion takes time which builds up frustration in customers. As of with the feedback received by most customers, it is believed that Independent workshops are either expensive or less qualitative in servicing after warranty period and are usually approached by their own experience, recommended by friends or relatives.
Spare parts is one of the important parameter in After sales. In our study we have defined the best business practice.
To learn more about customers’ specific desires and requirements, we examined the six segments in terms of the following categories: General preferences regarding cars, two wheeler, Truck, Bus (CV) segment
Once you define the parameter then you can think about commercial and advantages of service package. Best fit package always work for customers.
Many OEMs are venturing into Indian market and establishing their service network. But to strengthen independent workshops or road side garage we need to support newly initiated OEMs for enhanced product support. Please contact us for more detail and complete analysis.
Key question this report will answer:
- What is the current and future structure of the Indian automotive aftermarket? Who are the key stake holders?
- Major market trends?
- What are the key drivers?
- Industry challenges and opportunities?
- Competitor landscape?
- What is the short and long term outlook for the Indian automotive aftermarket Industry?
