110 Structural change by digital transformation Drivers of change in the vehicle industry are, for example, the call for new digital products and services in and around the vehicle, changing customer needs away from product customers to service customers, connected vehicles and services. In addition, automation, regulatory requirements and new sales and after-sales models with direct customer communication and active customer interaction are playing a driving role in the transformation. Engineering Partner Structured digitalisation as prerequisite for future-oriented business models By Oliver Nietsch, Account Manager IT System Development Portals, ServiceXpert GmbH, Hamburg The digital transformation as a radical structural change of entire industries can be found in almost all central strategies of companies today. In the automotive industry in particular existing value chains are disrupted by automation, networking, sensor technology, cross-system data-driven processes, digital customer interfaces and the call for innovative services. Vehicle manufacturers are forced to open up new business areas. customer loyalty beyond the warranty period, as well as retain customers of older vehicles with specially tailored service offers. The vehicle manufacturer is also optimising cost development in the warranty phase and beyond. Digitisation as basis for futureoriented business models The basis for new business models or the expansion of the service business is a high level of digital maturity of products, processes and the entire organisation. In The challenge for vehicle suppliers is to maintain their strong market position by continuously adapting to what is happening in the market or by setting innovative trends. An important measure for this can be, for example, the expansion of the high-margin service business, which in future will focus on a customer-oriented maintenance strategy. This will open up new potentials for long-term profit growth through attractive new product and service offerings to compensate for declining spare parts sales. New approaches to customer support are also being implemented, which strengthen Image: © Adobe Stock/vegefox.com
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