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Servicing vehicles in an EV era: How US dealers can meet customer needs
Electric vehicle (EV) sales are rising rapidly across the globe, but in the US, where the traditional dealership forms a crucial part of the country’s social framework, the rise in EV adoption is leading to some unique challenges for dealers and their service departments.
Factors such as technology improvements and improved information for consumers are helping to eradicate adoption barriers such as range anxiety and battery performance. For consumers, the benefits of lower maintenance costs are also fueling the rapid rise in EV sales in the US.
But the introduction of EVs into dealership service centers brings new challenges. OEMs and their dealer networks must invest in new equipment, and train or employ specialist EV technicians to use it. And the reduction in maintenance requirements for EVs compared with ICE vehicles means businesses see their customers less often and need to find innovative solutions to keep drivers loyal to the dealer and the brand.
Across the country, some of the more successful dealerships are driving customer engagement in new ways, such as by educating EV drivers on the specific needs of their vehicles, or by delivering more targeted, customer-focused services in the most convenient way possible.
In this podcast, Mike Bowe, Director, Aftermarket Sales and Service Operations, MSX, invites speakers Jorge Rodriguez, Parts and Service Director, Capitol Chevrolet; Ken Stewart, CEO, Bright Road; and Morgan Sutter, Electric Vehicle Specialist, MSX, to discuss brand loyalty in an EV era, and how US dealers can offer the knowledge, convenience, and customer experience that consumers demand.

EVs contain just a tiny fraction of the moving parts of traditional car engines. So, what does this mean for automotive businesses who rely heavily on parts and service to generate profit?

To find out, listen to our  MSX Podcast, ‘EVs and aftersales: Building opportunities and recovering revenue’, in which host Jayesh Jagasia, Executive Director at MSX is joined by Mark Pickles, UK Parts and Service Director at Stellantis; Daglef Seeck, Aftersales Director, DACH, at MG Motor; and Felix Serrano, Regional Vice President, Europe at MSX; to share their insight.

What are the trends and alternative mobility solutions transforming the automotive industry? And how are customer expectations influencing global markets in this digital era? To find out, listen to MSX experts discuss these topics and more in our latest podcast 

The automotive sector has witnessed a meteoric rise in the number of EV sales in the last 12 months. While this is a positive transformation, OEMs continue to face multiple challenges as they race to adapt their operational, retail and aftersales models.
The future of EVs is certain. Their development supports a necessary reduction in CO2 emissions worldwide, providing clean alternatives to internal combustion engines (ICE). Batteries are becoming cheaper and have a longer lifespan, and infrastructure is continually improving. For the consumer, they are less expensive to run and maintain, and attractive new models are released regularly, making EVs highly desirable in today’s market.
But while sales have accelerated, there are still challenges to overcome. Purchase prices are dropping, but EVs still remain more costly to buy and set up than ICE alternatives. Range anxiety can be off-putting for consumers, especially in rural areas where there are fewer charging stations. And traditional automotive companies must invest heavily in the adjustments needed to support a fully electric future.
In our latest MSX Live webcast, MSX experts Jayesh Jagasia, Retail Performance SME , and Andrea Sorrenti, Vice President, Americas, will be joined by Luca Fontanelli, Chief Executive Officer of E-GAP – a mobile charging services provider for EVs. They will discuss the common misconceptions surrounding EVs and additional topics such as charging infrastructure, the ability of electricity companies to support the EV load, and concepts such as vehicle-to-grid (V2G) technology.

A shift in consumer expectations is forcing retailers to reinvent their operational processes and adopt new business management strategies. 

In our latest podcast, Bastien Fusberti, Business Management Lead at MSX International, is joined by Chris Beukes, VW Audi franchise executive at Hatfield Motor Group in South Africa; Julie Ann Gutierrez, Dealer Network Development Manager at Nissan, Philippines; and Tim Daly, Ford Academy IMG Business Management Head. 

Together, they discuss how dealers and OEMs are leveraging data to address these challenges and drive performance. 

Welcome and thank you for joining our MSX live broadcast.
Our guests, Philip Junge, Head of Customer Engagement, Hannah Meler, Field Sales Representative and Marc Overkamp, Strategic Account Executive, are here to examine a range of topics affecting the automotive industry, including the impact of the global pandemic on customer behaviors, and how dealerships are adapting. They will discuss the introduction of new technologies into the retail environment and aftersales processes, and how these digital tools will transform the customer experience.