How after sales plays a strategic role in the automotive circular route
The used car market has been experiencing growing customer interest in recent years, particularly for cars up to 10 years old.
This trend is evident in several European countries, including Italy, where almost 3 million used cars were sold in 2023.
This figure positions Italy as one of the markets with the highest growth potential in Europe, when compared to Germany (almost 6 million used cars sold), France (more than 5 million) and the UK (almost 7 million) QUINTEGIA DATA.
Opportunities and benefits for after-sales services
With a car fleet that includes a significant number of dated and obsolete cars and a tendency for customers to place much more trust in service personnel, dealerships with in-house workshops can benefit from an increased demand for after-sales service.
Maintenance and repair work becomes frequent and indispensable, allowing services to generate a continuous flow of work. This not only ensures constant revenue, but also the opportunity to offer upgrades or replacements with newer models, stimulating further sales.
This translates into an opportunity for dealers to strengthen their relationship with customers through quality service and to create a lasting bond of trust.
The professionalism and competence of service personnel are perceived as key elements for customer satisfaction and loyalty.
Strategic role of the BDC
In this context, the role of the BDC becomes crucial. With the expected increase in the number of appointments, BDCs with their expertise in strategic customer care are able to support services in the effective management of the agenda, improving organisation and operational efficiency.
Customer care is essential to consolidate the relationship with customers. High-quality customer service contributes significantly to customer loyalty.
Through careful and personalised management of customer interactions, BDCs can improve the overall customer experience by ensuring that their needs are met in a timely and professional manner. This approach not only improves customer satisfaction, but also creates additional sales opportunities and long-term customer loyalty.
