After-Sales Digitalization Through Augmented Reality in Automotive Industry

After-Sales Digitalization Through Augmented Reality in Automotive Industry

Companies frequently leverage after-sales support as a business strategy, as it has been shown to boost customer satisfaction, increase brand loyalty, and even generate positive word-of-mouth marketing. In fact, after-sales service is just as critical as the product itself when it comes to customer retention and encouraging repeat purchases.

In the world of automotive, after-sales service is an indispensable aspect that simply cannot be ignored. Despite being a secondary market, the after-sales industry holds tremendous value, running into billions of dollars. From repair and maintenance to information consulting, spare parts, and modifications, the after-sales process plays a crucial role in delivering top-notch service. Given the diverse array of vehicles, spanning multiple models and segments, technicians and service staff are expected to keep abreast of the ever-changing service demands.

According to a study by BVDW and Accenture, the opportunities presented by extended reality (XR) are truly comprehensive for automotive manufacturers, spanning the entire value chain from research and development to after-sales services. Tools like the Microsoft HoloLens for AR Car Repair and the I-Mechanic AR Car Repair App have already established themselves as powerful solutions for improving efficiency in the repair process.

Role of AR in Automotive After Sales Service

Effective communication during after-sales service in the automotive industry involves two distinct tiers: communication between the manufacturer and dealer, and communication between the dealer and the customer. AR technology can play a crucial role in streamlining and optimizing both of these communication channels, leading to improved efficiency, customer satisfaction, and overall business performance.

Enhanced Knowledge Transfer:

In order to keep dealers up-to-date on complex information about servicing, spare parts, inventory, and more, manufacturers can leverage AR glasses to simplify knowledge transfer. With AR, technicians can receive remote guidance from experts in real-time, regardless of distance, which can save money and eliminate the need for costly training. Apart from simplifying knowledge transfer, AR glasses can provide a simulated environment for practicing complex repairs and maintenance procedures, reducing the risk of errors during real-life scenarios.

Accelerated Service and Maintenance:

When customers bring their vehicles in for service or repairs, they expect fast and efficient delivery of services. AR can help technicians speed up the process by overlaying critical information about the vehicle, enabling them to quickly diagnose problems and find solutions. This can lead to faster turnaround times and happier customers.

Streamlined Parts and Inventory Management:

By leveraging AR glasses, technicians can more easily manage parts and inventory. They can quickly locate the right part and access real-time information about inventory levels, reducing the time and cost associated with inventory management.

Improved Customer Assistance:

To provide customers with a more convenient experience, companies can use AR to provide DIY virtual assistant guides that can help customers solve minor issues on their own. By replacing hefty service manuals with AR, customers can transfer a view of their vehicle to technicians, allowing for remote servicing and a more personalized experience. This can help boost customer satisfaction and loyalty.

The Future is AR!

The automotive industry has always been a pioneer in embracing new technology, and the integration of augmented reality (AR) in after-sales service is a testament to this. AR has the potential to revolutionize the way automotive after-sales service is delivered, by providing real-time, interactive, and intuitive solutions to technicians, dealers, and customers. By leveraging AR technology, automotive companies can streamline their after-sales service processes, reduce costs, and increase customer satisfaction. As AR technology continues to evolve, it is crucial for the automotive industry to invest in its implementation to remain competitive in the market.