Page 11 - After Sales Goes Online Example

Introduction After Sales Goes Online
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1 INTRODUCTION
Many market participants from the part manufacturer to the garage owner have huge
concerns about the future development of the car driver service and maintenance manners.
Often the internet is seen as a threat due to the appearance of websites which make service
prices (material and labor) transparent to the customers.
So far the car service and maintenance sector is not made accessible through the internet in
a way how it is already noticeable in other service sectors like booking flights or hotels for
example. Total prices of car service and maintenance including parts margins and labor
costs are yet not easy to compare. With the help of online portals those prices will become
more transparent. Garage owners fear that they will lose one potential alternative of pricing.
On the one hand this is a justifiable concern from the economical point of view. On the other
hand we have to admit that the development of the internet will not stop. When regarding the
past 15 years of internet development we have to assert that many business sectors have
been overtaken or influenced by new web based innovations.
It would be absolutely careless to ignore or work against this new powerful media platform.
The internet becomes more and more important and therefore the customer power is
growing.
The question is:
How do I participate in that particular development in order to prepare my business for the
future and the upcoming challenges.
This study is made on our own risk and is not written on behalf of other market participants.