Powering the world’s most engaged companies
Exclusion of the middleman
Automotive organisations are faced with the task of responding to a changing market and transforming themselves at the same time. Rapidly increasing labour costs, rising rents, supply chain complexity and the need for structural change mean that costs continue to rise and profits are continually at risk. To combat these costs and increase profits, automotive companies need to take back control from third party dealers and ensure that sales are increasingly direct.
COVID 19 and the need to digitalise
The importance of digitalisation is not new. Twenty years ago, a car buyer went to five different dealers before buying a car. Today, a large part of the buying process already takes place online, and customers often only need one visit to make a decision. With COVID, customers are more accepting and engaged with technology than ever before. The enforced change offers the opportunity to bring the showroom experience into the home. COVID is the chance to experiment with direct-to-consumer and retailer business models.
Collecting customer data centrally for a targeted customer journey
Customers are increasingly able to easily access desired information across different channels. Car manufacturers and dealerships should seize the opportunity to transform their retail models and centrally collect customer data to deliver a rich brand experience through seamless integration across all customer-facing channels. Challenges such as moving from a product-driven to a customer-centric approach and offering mobility services based on usage rather than ownership need to be addressed. The online showroom can help car manufacturers to collect customer data centrally.
Increase online conversions & test drive bookings
With the test drive request as a central part of a car buyer's customer journey, increasing these requests is an ever-present priority. Reasons for abandoning test drive requests range from not finding information on the website, to errors in configurators and unanswered questions. See how the Support Suite can help increase test drive requests.
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Xaleon’s Engagement Platform provides us with an end-to-end solution, the value of which I cannot overstate; everything from first sales contact, customer on-boarding, problem-resolution and of course, gathering real-time insight into our customer’s barriers and problems has significantly improved our entire Customer Experience function.
Director of Sales
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