Digital Transformation in the Automotive Dealer and Service Center

Digital Transformation in the Automotive Dealer and Service Center

Registration ID: IJNRD_213314

Published ID: IJNRD2402013

DOI: http://doi.one/10.1729/Journal.37763

Ayush Agarwal , Mansi Jethi , Nikhil Raj , Ritabeen Roy

automobile, digital, dealership, service

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.

Published Paper   E-Certificate

"Digital Transformation in the Automotive Dealer and Service Center", IJNRD - INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT (www.IJNRD.org), ISSN:2456-4184, Vol.9, Issue 2, page no.a95-a103, February-2024, Available :https://ijnrd.org/papers/IJNRD2402013.pdf

Volume 9 Issue 2, February-2024

Pages : a95-a103

Paper Reg. ID: IJNRD_213314

Published Paper Id: IJNRD2402013

Downloads: 000121180

Research Area: Management

Country: Kanpur, Uttar Pradesh, India

Published Paper PDF: https://ijnrd.org/papers/IJNRD2402013.pdf

Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2402013

DOI: http://doi.one/10.1729/Journal.37763

Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)

ISSN: 2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar | ESTD YEAR: 2016

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.76 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

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This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition

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