For us in Sharebox it´s super cool to read that Porsche is expanding its digital aftersales services and integrating them seamlessly into the existing ecosystem.
The result is that the sports car manufacturer has created a solution for its customers that is unique in the industry. From booking appointments and choosing a service advisor to additional services and vehicle handover planning, all services will be handled centrally via the My Porsche digital customer ecosystem.
As they stated in a press release the application also offers customers a video vehicle check function. Here, the service advisor records the vehicle's condition and documents all the necessary work by video. With just one click, the customer can view the recording with the corresponding offer in My Porsche and then issue their approval.
“Our goal is to provide the best possible brand and customer experience – including for workshop visits,” says Daniel Schukraft, Vice President Aftersales and Customer Care at Porsche AG in the press release. “Both customers and dealers benefit equally from the new seamlessly integrated aftersales services. They communicate with each other in a single ecosystem. All information is available in real-time, and communication is possible quickly and easily via a central portal and the associated app.”
Porsche says in order to realise this offering, the My Porsche aftersales services have also been integrated into the dealer systems. The digital service appointment function was recently introduced region-wide at dealers in Germany, China and North America.
The video vehicle check is already offered in many European markets, including Spain, Portugal, Italy and Great Britain. The services will be launched in many more countries during the course of the year, with a focus on North America, Europe and Asia.
A few weeks ago, the number of Porsche ID holders exceeded one million, and they say My Porsche offers customers one central access point to all Porsche’s digital services, as well as various functions on Porsche vehicles.
A view on disruption in the automotive aftermarket
As more EVs, HEVs, and PHEVs enter the vehicle population, they will slowly begin to change the automotive aftersales market.
Digitization of interfaces and channels will lead to new revenue opportunities for those aftermarket players that move faster than their peers. We expect to see new platforms and channels.
Technology trends are already shaking up the new-car market. It is only a matter of time before disruption is seen in the aftermarket.
Looking into to crystal ball, I believe that the automotive industry players that promptly begin assessing their organization’s starting point and full potential as they examine the impact of this shift on tomorrow’s revenue pools will be in a good position to capture the new value.