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Denso解決汽車售後市場挑戰:看看影響獨立研討會的未來趨勢


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2019年8月20日

Category:Articles, Press Releases

Few industries operate at such a rapid pace as the European aftermarket. From servicing new vehicles with increasing use of electrical systems, to the struggle to attract top talent and compete with main dealers, independent workshops across Europe are consistently upskilling and adapting their business models to remain competitive.

However, as the industry continues to seek out new forms of mobility, adapts to changing political landscapes and moves ahead designing the car of the future, independent workshops must embrace further change and evolve their businesses to keep up. DENSO Director of Independent Aftermarket Sales, Luca Govean, counts down five key challenges facing the European aftermarket, to help workshops prepare for the future.

5. Advanced Driver Systems (ADAS)

一旦新的創新迅速在新的車輛設計中迅速變得普遍,而講習班則現在可能沒有對與ADAS相關的工作的需求壓倒性,但它將在未來。歐盟委員會最近宣布,ADAS係統將在2021年的所有新車上成為強製性,因為它們成為自主和電動汽車設計的一個組成部分。根據Luca Govean的說法,了解這些係統的工作原理以及如何受到更多標準化維修和服務工作的影響是關鍵,如果研討會將利用新的車輛Parc,則是關鍵。

“An increase in ADAS-related work means workshops need to pay serious consideration to their floor space and equipment,” he explained. “Unlike when the industry transitioned into computer-controlled engine management systems and some repairers chose to become undercar specialists, there will be no avoiding ADAS technology. Even a job as straightforward as a windscreen repair will become a specialist job, since the way that ADAS systems are tied into the windscreen means cameras and sensors will inevitably be disrupted, rendering safety systems inefficient.”

不僅是成功服務ADAS係統所需的專業校準和診斷工具,但正確的培訓對技術人員來說也是必不可少的。研討會還需要確保其業務責任是最新的,請按照每一步進行工廠程序和文件工作。

DENSO has been helping to develop the latest safety technologies for more than 20 years and is behind some of the most innovative ADAS technologies, including the world’s first two-dimensional light detection and ranging system (LIDAR) in 1996. More than two decades ago, DENSO introduced a linear radar that scans an area in front of a vehicle horizontally to identify potential collision risks. Such technologies are becoming the norm in the aftermarket and presenting lucrative profit opportunities for workshops that have the skills, equipment, space and confidence to work on these systems.

4.電動和混合動力車輛

It’s hard to believe the electric Nissan Leaf has been available for more than five years and yet many still consider electric and hybrid vehicles a relatively new innovation.In addition to the safety precautions that must be taken to work on an electric vehicle, hybrid vehicles – which many experts expect to become the norm – have further requirements.

Denso電動車輛的圖像結果

盧卡解釋說:“混合動力車輛所需的粘度油將導致較短的油變化間隔;然而,雖然某些形式的服務將變得更加重要,但是當您從車輛中取出傳統的燃燒發動機時,您還可以刪除大部分耐磨的組件,意味著許多研討會將不得不多樣化為其他新的服務區域。“

The crash repair industry will need to undergo significant upskilling to counter the dangers associated with electric vehicles.

“Simply removing the battery takes time and specialist care since they are typically protected within an integrated, secure casing to shield against vibration and impact. Even with hybrid vehicles, it’s rarely enough to simply turn the petrol or diesel off as this does not necessarily disengage the battery,” Luca advised.

“The repainting and recoating process must also be reconsidered, as vehicle electrical systems will not respond well to the high levels of heat generated by drying booths.”

Lithium-ion batteries typically used in electric vehicle applications need to be treated with huge respect and must be kept within a specific voltage and temperature range to minimise the risk of explosion in the workshop. There will also be new stipulation pertaining to how these components are disposed of to ensure safe handling at all times.

While electric vehicle development is still in its early stages, many early iterations of electric car, such as the Nissan Leaf, are now finding their way into the aftermarket and technicians need to be ready to convert these opportunities into regular custom.

3. Digitalisation

These days nearly every vehicle has built-in telematics capability, with digital connectivity set to transform vehicle maintenance and repair. Digitalisation has already changed the way repairers order parts and the next few years will see the focus shift to servicing. New technologies will allow repairers to move even closer to customers, with the proliferation of new channels and interfaces disrupting the norm and opening up new business opportunities. Services, such as remote diagnostics, are among the high-margin opportunities that car-generated data creates.

“According to the auditing and consulting company, PwC, there will be more than 470 million connected vehicles on the roads by 2025,” Luca explained. “Besides intelligent connectivity of diagnostic systems, future vehicles will provide more data-driven insights which enable repairers to more accurately predict future servicing and repair requirements, making for more accurate business forecasts and more effective work scheduling.”

A recent McKinsey report,The Changing Aftermarket Game,suggests that digital-driven products and services will account for a growing share of overall value within the aftermarket. It predicts that their share of aftermarket revenue will increase by a factor of three with growth achieved through hardware, such as telematics devices, sensors and displays.

It’s not just parts and servicing where digitalisation promises to disrupt the aftermarket but in the customer journey as well. As the world continues to adopt remote devices, motorists are turning towards the convenience of the Internet to purchase products and services.

“服務世界的9-5被遺忘 - 我們現在習慣於在我們覺得和我們選擇的時間迅速交付時訂購雜貨。車輛維修也是如此,因為駕駛者期待新的服務水平和全天候車庫經驗。Luca說,獨立的研討會可以通過提供周圍的服務,例如隨時的安全車輛掉落或遠程維修來利用這一趨勢。“

2.作為服務的移動性(MAAS)

key_connectivity_507x269.jpg.

With a new type of vehicle comes a new ownership model and as forecasters predict a trend towards autonomous driving, the model of traditional car ownership as we know it is deteriorating. Instead, the ro作為移動性的汽車(MAA)最有可能被艦隊控製的自主車輛。雖然這將為獨立研討會創造一個卓越的收入流,但車隊通常要求更低的成本維修和最高質量的部件,強迫獨立的研討會來調整現有的商業模式。

With this new form of mobility comes a critical mass of Big Data which independent workshops can use to their advantage. Luca explained: “By regularly analysing the data collected from customer vehicles, they can begin to understand in depth the behaviours, preferences and needs of their customers and utilise this information to tailor marketing campaigns and service offerings.”

It’s not just in customer relationships that data such as this can prove valuable but in a workshop’s own purchasing habits as well. Many large motor factors are already analysing vast data pools to upsell products based on previous activity and help workshops get the very best price for parts. This, in turn, helps make parts ordering more cost-effective for repairers and more profitable when sold on to customers at a higher rate.

1. Access to the customer

The convergence of technologies in the future of the aftermarket is exciting but perhaps the biggest challenge to independent workshops, according to Luca, is the same one that has been faced for decades: access to the customer.

“更多的特許經營的主要交易商試圖lock customers into servicing agreements to protect warranties and an increase in the number of work provider websites that act as middle-men between a garage and its customers, it’s becoming increasingly difficult to offer the personal service that independent workshops have built their reputation upon. The solution lies in effective marketing and the ability to offer a service that far outweighs that delivered by competitors. The right equipment, parts, staff and location will all play a part,” Luca summarised.

在一個年齡期間,當消費者選擇從未如此越來越大,獨立修理者麵臨的最大威脅正在無法直接訪問客戶以建立相互長期的關係。正是由於這個原因,獨立部門需要比以往任何時候都更加接受新技術和趨勢。

Luca explained: “Independent repairers can no longer afford to turn down work because they’ve not kept up with changes in the automotive industry. Investment in skills, people and equipment is a must. By working closely with major parts manufacturers and staying abreast of new products entering the market, technicians can stay one step ahead of their customer’s future servicing and repair needs. By harnessing technology and embracing digitalisation, the independent sector can deliver more personalised services, predictive maintenance and support throughout the lifecycle of a vehicle.”

雖然今天的工作技術人員的幾個趨勢可能看起來很輕,但行業以這樣的步伐行事,我們從未真正知道明天可能會帶來什麼。通過逗號敏捷,響應和警報,無論在商店的未來都有什麼,歐洲的獨立部門都可以繼續茁壯成長。

自2016年以來,Luca Govean一直在Denso,並在歐洲領導區域團隊,幫助他們實現目標。他以前的經驗覆蓋了OE和售後的乘用車,卡車和拖車。

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