Date post: | 24-Jan-2017 |
Category: |
Automotive |
Upload: | randhir-singh-kalsi |
View: | 85 times |
Download: | 4 times |
RELEVANCE OF TRADITIONAL
DEALERSHIP IN DIGITAL AGE
RS KALSI | MARUTI SUZUKI INDIA
/in/randhir-singh-kalsi
THE DIGITAL AVALANCHE
Digital Scenario In India
370+MN
internet users
currently
76%access via
mobile
650+MN
online users in
2020
Source: IMAI Reports| Google Study
55 Million users shopped
online 2015
150/day access a
smartphone
167Min/day
Avg time spent on
Mobile
E-Commerce Growth
80 million users by end of 2016.
35% of Internet users to be online shoppers
The e-commerce market to double to
INR2,11,005 crore by December
INR 15,000 is Average spend of online
shopper
Source: IMAI Reports| IMRB
#DigitalIndia
DIGITAL INDIA
INNOVATION FUND
START UP INDIA
SKILL INDIA
Penetration of Mobile devices and Internet > Higher Online Presence
Resources for Ecommerce and Tech organizations
Ecosystem for logistics, payment, Ecomm solutions
Fund of Funds >Technological Development
The Digital Impact
• Online Transfers
• On the move banking
• #Hashtag Banking
• Online shopping
• Cost comparison
• Configurator
• Try and Return
• Laptops and Tablets
• Smart Boards
• Online Homework
BANKING EDUCATION ECOMMERCE
DIGITIZATION IN
AUTOMOTIVE RETAIL
Traditional Customer Journey
AWARENESS EXPLORATION SALES SERVICE
Traditional Customer Touchpoints
Word Of Mouth
Outdoor Television
Radio
Tele Calling
Showroom
AWARENESS EXPLORATION SALES SERVICE
Word Of Mouth
Television Showroom
Print Tele Calling
Showroom
The New Customer Touchpoints
Word Of Mouth
Outdoor Television
Radio
Tele Calling
Showroom
AWARENESS EXPLORATION SALES SERVICE
Word Of Mouth
Television
Showroom Print Tele Calling
Showroom
Mobile Social Media
Search Digital Display
Mobile
Social Media
Search Blogs
Website
Mobile Social Media
Website
Emailer
The New Customer Journey
Consideration Evaluation Dealer Purchase
Word Of Mouth
Television Showroom
Word Of Mouth
Television Test Drive Showroom
Mobile Social Media Search Blogs Website Emailer Digital Display
Benefits
• Customer Delight
• Touch & Feel
• Validation
• Servicing
• Convenience
• Easy Access of
Information
• State Of Art Experience
TRADITIONAL
SYNCHRONIZE > COLLABORATE > COEXIST > EVOLVE
DIGITAL
Consumer Experience & Expectation
Expected
convenience
End –to- end
solutions
CUSTOMER
EXPECTATIONS
Increased Span of
Influence
Increased Depth of
Awareness
CUSTOMER
EXPERIENCE
Need For Customer Centric Solutions
Difficult to Cater to consumer >
Traditional Dealership
Enhanced consumer Knowledge >
Digital Touchpoints
Increased Customer Expectations >
New Age Mediums
• Customer Centric Solutions
• Value Propositions
• Unified experience
• Omni Channel Presence
CHALLENGING
THE CHANGING TIMES
Digital Experience @ NEXA
State-of-the-art tablets, car
configurator, mirroring
screens and
the owner’s app -
experience seamless and
personalized.
Personalization @ iCreate
It is not a word. It is
Freedom. Freedom to
Personalize your car.
Now YOU Create with iCreate
Enabler For Dealers
Dealer Support &
Feedback Mechanism
&
DMS-Physical &
Virtual convergence
Virtual Warehouses
A powerful and convenient
system that allows dealers
to access product
availability across the
network.
Service Experience
The convenience of Apps
and email alerts for timely
service and service
booking.
FUTURE READY
OEM’s Role
• Value Chain
• New Technology
• Insights
• Consistency
• Online- Offline
Integration
• Standardization
• Unlearn. Relearn
• Investments
• Re-Organize
PROMOTER
COLLABORATOR &
CO- CREATOR IMPLEMENTER
Task At Hand for Partners
• Infrastructure
• Technology
• New Channels
• Customer
Expectations
• Staff & Structure
• Processes
ALIGN UPGRADE MANAGE
DIGITIZATION
New Approach, New Beginning
Collaborative Approach
Consistency of Consumer Experience
Traditional and Digital will Co-Exist and Not compete
Evolving Digitization & Consumer
OEM & Partners to Co-Create
Deliver Customer Delight
It is time for the OEM’s and
Dealers to harness
technology to take
consumer delight to
new level.
THANK YOU