Organisation is the backbone of after-sales: systems, people and processes that determine operational efficiency and the quality perceived by the customer. The analysis contained in Quintegia’s study ‘After-sales Navigator: The present and future of after-sales for dealers’ paints a contrasting picture, but one that is rich in ideas for development.
On the one hand, a conservative approach persists, slowing down progress; on the other, areas for action are emerging that open up new opportunities. One of the most obvious critical issues is staff turnover: only 33% of dealers report a very low level, and key roles such as mechanics and service advisors remain among the most difficult to find and replace.
Internal communication is another area that is still underutilised: 87% of dealers recognise that there is considerable room for improvement, indicating that there is still much to be done to harmonise the flow of information between departments.
In terms of innovation, 21% of companies are already experimenting with artificial intelligence solutions, while 52% of those who do not use it are interested in introducing it. The goal? To improve internal processes, optimise times and increase productivity.
Finally, there is growing interest in reconditioning used vehicles: today, only 17% of dealers have a specialised facility, but the trend is growing.
The future of after-sales organisation lies here: motivated people, smart technologies and effective communication. The challenge is not just to resist change, but to drive it.
To delve deeper into these topics and engage with those who are already paving the way, on October 16 and 17, Service Day will be the opportunity to explore concrete solutions on innovation, processes, and organization of after-sales. It’s a moment of exchange and inspiration for those who want to transform challenges into opportunities.
