Paper Title
Digital Transformation in the Automotive Dealer and Service Center
Article Identifiers
Registration ID: IJNRD_213314
Published ID: IJNRD2402013
: http://doi.one/10.1729/Journal.37763
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Authors
Keywords
automobile, digital, dealership, service
Abstract
Digital technologies like mobility platforms, virtual reality, Internet of Things, and artificial intelligence are disrupting business models across sectors. The automotive retail industry has long relied on traditional physical store sales but is now undergoing a significant digital transformation. This transformation is being driven by rising internet usage, smartphones enabling on-the-go access to information, and changing consumer preferences - customers now expect an omnichannel and personalized car buying experience like other digitally-advanced retail sectors. This paper reviews existing literature on how this transformation is impacting various areas of automotive retail. Firstly, the shift to online and mobile channels is analyzed - online discovery, digital marketing, social reputation management and lead management systems are emerging sales tools dealerships are adopting. Secondly, the backend processes around inventory, document management, customer communication and workflows are transitioning from manual paper-trails to fully digitized systems integrated across showroom, service center, websites and phones. Thirdly, connected technologies like vehicle telematics and Internet of Things enabled service reminders are changing the vehicle service model through predictive maintenance. Lastly, data aggregation solutions provide customer and operations insights to improve loyalty and profitability. some key objectives this exploratory research aims to provide data-driven insights into are: assessing the current digital maturity levels across dealerships, figuring out potential profitability improvements from digital investments, recommending priority technologies for adoption, and more importantly - highlighting proven best practices from industry examples of successful dealer digital transformation. Surveys of both dealership owners and service managers will provide crucial primary data-points to guide stakeholders seeking this transformation.
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How To Cite (APA)
Ayush Agarwal, Mansi Jethi, Nikhil Raj, & Ritabeen Roy (February-2024). Digital Transformation in the Automotive Dealer and Service Center. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 9(2), a95-a103. http://doi.one/10.1729/Journal.37763
Issue
Volume 9 Issue 2, February-2024
Pages : a95-a103
Other Publication Details
Paper Reg. ID: IJNRD_213314
Published Paper Id: IJNRD2402013
Research Area: Management
Author Type: Indian Author
Country: Kanpur, Uttar Pradesh, India
Published Paper PDF: https://ijnrd.org/papers/IJNRD2402013.pdf
Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2402013
Crossref DOI: http://doi.one/10.1729/Journal.37763
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