Research shows that 80% customers are ready to switch brands, dealerships, and service providers for better experience. Therefore, companies must have the resources to integrate digital experience connected to all aspects of customer touchpoints. Using primary and secondary data to rethink the offerings, change operational and business models with customers at the center.
Digital customer experience touchpoints and interactions are fast replacing the older traditional interactions. Mega trends in the automotive industry, shared mobility, autonomous driving, car leasing without ownership, etc. are forcing the OEMs to create new business models giving rise to challenges like:
Adapting digital technologies can enable OEMs, dealerships, and all stakeholders in the supply chain with a decisive competitive advantage.
OEMs, dealerships, and service providers need seamless interlocking systems with digitalised workflows to enhance their own productivity and deliver great customer service experiences. They need solutions that can give 360° view of customer with ability to integrate all customer touchpoints to create memorable brand experience, digitally enabled sales and service experience. T-Systems offers a solution stack to meet all these requirements and more with -
Together with partners from the VW dealer environment, T-Systems is currently investing in the successor system to Vaudis and in doing so is setting new standards in product development. In close collaboration with retailers, VaudisX is being gradually developed in design workshops. The design of the interfaces, features, and user interfaces are all discussed with the customer. With VaudisX T-Systems is offering VW retailers a continuous DMS with an intuitive web user interface as well as open interfaces. The lean core of VaudisX can be expanded with market and brand-specific systems. To this end, VaudisX offers a completely new interface architecture for quickly connecting with existing or new systems. This includes a tablet-based chat in which a customer service adviser determines and documents the condition of the customer's vehicle directly at the lifting platform.
¹ Toptal Insights “How software will dominate the automotive industry”, 2020, www.toptal.com
² Smoke Customer Intelligence “7 opportunities to differentiate through CX in the automotive industry”, 2021, www.smokeci.com
³ Smoke Customer Intelligence “7 opportunities to differentiate through CX in the automotive industry”, 2021, www.smokeci.com and Deloitte “Automotive customer service becomes a relationship-based consumer experience”, 2021, www2.deloitte.com
⁴ PWC “Experience is everything: Here’s how to get it right”, 2021, www.pwc.com and blog.clerk.io