How To Create The Perfect After-Sales Service Strategy for Your Business

What’s the biggest mistake someone selling in the car industry can make? Assuming their job is done as soon as the customer drives off the lot. What reps often forget is that leads—now customers—aren’t going anywhere. The real job of maintaining and nurturing the relationship with customers to keep them happy is just beginning. Luckily, after-sales services and strategies can help auto shops avoid these mistakes.

Understanding what the after-sales experience is, why the approach is so important in the automotive industry, and the key elements post-sales support should include are all critical for your dealership to reap the benefits of an after-sales service strategy.

After sales services explained

After-sales services refers to the support and assistance a company offers customers after purchasing a product or service. The primary purpose of after-sales services is to improve the experience for customers and increase their satisfaction while addressing, in a timely manner, post-purchase issues. Common activities of post-sales support include customer service, warranty service, repairs, maintenance, troubleshooting, and loyalty programs.

Why are post-sales services so important in the automotive industry?

Providing service after a car sale significantly influences how satisfied drivers are with their overall car-buying experience. The more satisfied they are, the more loyal buyers will be to a brand, which can also help increase an automotive shop’s reputation among other competitors.

Additionally, given the high value and complexity of the automotive industry (and cars alone), customers expect car shops to provide comprehensive support after their purchase. Routine maintenance, repairs, and warranty services are all part of this support. Each of these offerings also helps ensure someone’s vehicle remains in optimal condition, reducing the likelihood of expensive breakdowns and enhancing their overall ownership experience.

More simply, the more effective and engaging a post-sales strategy is, the more likely customers are to make repeat purchases or recommend a brand via word of mouth to friends and family—both of which are vital to staying competitive.

5 Benefits of Having a Competitive After-Sales Service Strategy in the Automobile Industry

1. Increased Customer Satisfaction

Customers who are provided with fast, efficient car maintenance, repair, and support services are typically more satisfied with their overall experience—both with the vehicle and the dealership. Satisfaction arises primarily from the assurance that their vehicle is protected and well-maintained. Plus, satisfied customers are more likely to provide positive feedback and recommend the dealership to their friends and family.

2. Improved Brand Reputation

With more customers recommending a dealership or specific car brand to their inner circle via word of mouth, the higher brand reputation goes. Providing post-sales support reflects a brand’s commitment to quality and customer care. Plus, it positions the brand as one that’s reliable and focused on its customers. Trust and reliability are particularly important in the automotive industry. Increasing both can help dealerships stand out from their competitors and boost customer retention.

3. Increased Revenue

Offering customers additional post-purchases services like extended warranties, routine maintenance packages, or coverage for spare parts can result in increased revenue for dealerships. Additionally, by encouraging car buyers to purchase maintenance or warranty packages, servicemen can uncover other necessary repairs or upgrades, resulting in more sales and repeat purchases.

4. Competitive Advantage

Most car purchasers base their buying decisions not just on the vehicle itself but also on the quality of the dealership’s after-sales support. Dealerships that have high brand loyalty or are well-known for providing exceptional service differentiate themselves from their competitors, attract more customers, and better retain their existing buyers.

5. Enhanced Customer Insights

Effective after-sales management gives automotive dealerships valuable insights into customer behavior and preferences. By routinely gathering customer feedback from service appointments, dealerships get an in-depth look into customer needs, vehicle performance, and service patterns. Dealerships can then use this information to personalize marketing efforts, improve service offerings, and develop new products or services that meet customer expectations and improve the customer experience.

4 Key Elements Your Automobile After-Sales Service Strategy Should Have

When creating or adjusting an after-sales service strategy, there are a few crucial elements to keep in mind—all of which increase your success of post-sales support and creating loyal customers.

Regular Maintenance and Servicing

Offering regular maintenance and servicing for vehicles ensures a person’s car operates efficiently and safely. More simply, it remedies small issues before they escalate into bigger problems that can get expensive. By offering services like check-ups, oil changes, tire rotations, and inspections, dealerships help customers extend the lifespan of their vehicles. It also boosts customer satisfaction and increases customer lifetime value.

Efficient Handling of Repairs and Breakdowns

Car repairs and breakdowns are a very common part the car owner experience. When they happen, however, customers expect dealerships to provide timely, effective solutions and get them back behind the wheel as fast as possible. A well-organized service department with highly skilled technicians and fast turnaround times can significantly reduce customer frustration and downtime.

Comprehensive Warranty and Extended Warranty Options

Warranties provide customers with reassurance, knowing that any potential future repairs are covered. For example, comprehensive warranties address a customer’s initial concerns about a vehicle’s reliability. Extended warranties can also be an attractive choice for people who want to protect their vehicle past a standard warranty period. Both help create additional revenue streams for dealerships and strengthen customer relationships.

Customer Support and Communication

Effective communication channels, like helplines, chatbots, or online support portals, allow customers to get support anytime, anywhere—24/7. The constant availability ensures them that any issue or inquiry will be handled quickly and appropriately.

14 Examples of After-Sales Service Strategies Inside and Outside the Automotive Industry

After Sales Strategies For The Auto Industry

Suzuki After Care Service

Suzuki gives customers scheduled maintenance, genuine parts replacement, and extended warranty options to ensure long-term vehicle health and performance upon buying. Additionally, the company offers 24/7 roadside assistance, reassuring customers that help is readily available in case of emergencies or breakdowns.

Denso

Denso’s post-sales support strategy includes, among other things, high-quality replacement parts, comprehensive vehicle diagnostics, and repair services. The car brand focuses on ensuring their vehicles perform optimally throughout their lifecycle, which involves offering continuous support and education to technicians.

Syncron

Syncron specializes in using advanced analytics and AI to forecast buyer demand, properly manage inventory, and ensure parts are always available. By streamlining the supply chain, Syncron helps dealerships minimize low stock or delays, leading to quicker repair times and increased customer retention and satisfaction.

Würth Group

Würth Group’s after-sales service includes offering car buyers with a range of high-quality automotive products and services essential for vehicle maintenance and repair. The company has a strong emphasis on quick delivery and product availability, helping service centers maintain high levels of efficiency and customer service.

Bosch

The Bosch after-sales service strategy is focused on innovation and quality assurance. The brand offers extensive training programs for their service technicians, ensuring they’re skilled in the latest vehicle diagnostic tools and technologies. It also includes a variety of genuine parts and advanced repair solutions.

ACDelco

ACDelco offers customers a variety of high-quality replacement parts for various vehicle makes and models—all of which are backed by strong warranties. Additionally, the brand’s certified service center provides customers with expert repairs and maintenance services, enhancing the vehicle’s lifetime value.

After Sales Process in Other Industries

Baratza After-Sales Service

Baratza is a well-known coffee-grinder company. The brand offers its customers comprehensive support via detailed troubleshooting guides, easy access to spare parts, and a dedicated, readily available customer support team. They also provide refurbishing services to extend the lifespan of their products.

Lenovo Vantage Post-Sale Support

Lenovo Vantage offers customers personalized device management, system updates, and troubleshooting tools—all of which enhance the user experience and product performance. The company also ensures users can easily access technical support and stay informed about their device’s health and performance.

LastPass After-Sales Service and Training

LastPass offers its customers access to extensive online resources, including tutorials, webinars, and a knowledge base. Each of these help users better understand the password management platform’s features and functionalities.

EPIC Bar’s After-Sales Support

EPIC Bar includes a satisfaction guarantee, allowing customers to get refunds or replacements if they’re not unhappy with their purchase. They also maintain active communication channels via their social media channels and their customer support platform, ensuring concerns are handled quickly.

Ikea Improves Product Education Among Buyers

Ikea provides buyers with in-depth, detailed assembly instructions and online tutorials. Customer support is also offered to improve product setup. Its focus on product education ensures customers can easily assemble and use their purchases, keeping frustration low and satisfaction high.

Apple Safeguards Your Products Like No Other

Apple’s AppleCare is an extended warranty and support plan that includes technical support, hardware coverage, and repair services. The tech company also provides a robust network of service centers and their Genius Bar for personalized assistance.

Shopify’s Customer Support Keeps Customers Happy

With access to 24/7 customer service support on channels like chat, email, and phone, Shopify’s customer support experience is designed to address customers’ concerns quickly. The brand also provides extensive educational resources, including a knowledge base, tutorials, community forums, and more—all based on customer feedback.

Barnes & Noble Rewards Readers

Barnes & Noble provides avid readers with discounts for their favorite books, free shipping for online orders, customer loyalty programs, and coupons—all of which enhance customers’ reading experience. The company also offers great customer service and support for all customers.

Elevate Automotive After-Sales Services with Podium

Podium allows dealerships to realize all the benefits of an effective after-sales experience. Our AI BDC tool is especially beneficial in automating processes like customer interactions, follow-ups, and ensuring no customer inquiry or communication goes unnoticed—all while providing customers with personalized and timely support. All this results in higher customer loyalty and customer retention.

Learn more about Podium’s AI BDC tool and see how our solution can transform your after-sales service into a powerful driver of business growth and higher customer loyalty.