Global Passenger Vehicle OEMs' Customer Service Channels Analysis Report 2022 - Service Segment Leaders and Standout OES Maintenance Offerings

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Aug 31, 2022, 08:00 ET

DUBLIN, Aug. 31, 2022 /PRNewswire/ -- The "Growth Opportunities from Benchmarking Global Passenger Vehicle OEMs' Customer Service Channels" report has been added to ResearchAndMarkets.com's offering.

This report profiles, analyzes, and benchmarks conventional and electric OEMs by their OES channel service and maintenance offerings. The geographic scope is global. The base year is 2021; global sales reflect 2019, 2020, and 2021.

The study benchmarks the OEMs and their OES services in the following segments:

Maintenance offerings; digital retail and omnichannel strategies; value line offerings; loyalty programs and subscription services; warranty programs; financial contracts and credit services; commercial account services and used car programs; and connected, autonomous, shared, and electric (CASE)

Each criterion is ranked on a 5-point scale.

The benchmarked OEMs are Ford, GM, Tesla, VW, Renault, Stellantis, Mercedes-Benz, BMW, Changan, Geely, BYD, Tata, Hyundai, Mahindra & Mahindra, Toyota, Honda, Nissan, Suzuki, Rivian, Fisker, and NIO.

Key Issues Addressed

What are the main maintenance services that OEMs offer in their OES channel?
How are the services different from their industry peers?
What are the primary value line offerings, service concepts, and aftermarket programs?
How does each OEM compare to others across various functions in the aftersales service channel?
What are the top cross-industry and technology partnerships shaping the future of the aftersales segment?
What are OEMs' service offerings for the growing CASE segment?

Key Topics Covered:

1. Strategic Imperatives

Why Is It Increasingly Difficult to Grow?
The Strategic Imperative
The Impact of the Top 3 Strategic Imperatives on Original Equipment Manufacturers' (OEMs) Customer Service Channels and Service Touch Points
Growth Opportunities Fuel the Growth Pipeline Engine

2. Growth Opportunity Analysis

Scope of Analysis
Key Questions This Study Will Answer
Benchmarking Criteria
Key Competitors - OEMs' Customer Service Channel and Service Touch Points Industry
Distribution Channel - OEM-OES Channel Framework
Growth Drivers
Growth Restraints
Findings
Overview - Notable OEMs' OES Value Chain Initiatives & Channel Enablers
Regional Trends in the OES Channel
Impact of the Russo-Ukrainian War on the Global OES Channel
Emerging Business Models in the OES Channel
Technology Partnerships in the OES Channel
Top OE Value Line Labels and Workshop Concepts
OEMs' Top Concerns in the Service and Maintenance Channel
Summary - Hierarchical Snapshot of OEMs Based on OES Services
Highlight - Service Segment Leaders and Standout OES Maintenance Offerings
2021 Global Aftersales Revenue Snapshot of Select* OEMs
Benchmarking - Maintenance Offerings
Benchmarking - Digital Retail and Omni-channel Strategy
Benchmarking - Value Line Offerings
Benchmarking - Loyalty Programs and Subscription Services
Benchmarking - Warranty Programs
Benchmarking - Financial Contracts and Credit Services
Benchmarking - Commercial Account Services and Used Car Programs
Benchmarking - CASE

3. Ford Motor Company

Ford Motor Company - Company Overview
Ford's OES Channel Offerings
Summary of Ford's OES Channel Services

4. General Motors Company (GM)

GM - Company Overview
GM's OES Channel Offerings
Summary of GM's OES Channel Services

5. Tesla, Inc.

Tesla, Inc. - Company Overview
Tesla's OES Channel Offerings
Summary of Tesla's OES Channel Services

6. Volkswagen Group

VW - Company Overview
VW's OES Channel Offerings
Summary of VW's OES Channel Services

7. Groupe Renault

Groupe Renault - Company Overview
Renault's OES Channel Offerings
Summary of Renault's OES Channel Services

8. Stellantis N.V.

Stellantis N.V.'s - Company Overview
Stellantis's OES Channel Offerings
Summary of Stellantis's OES Channel Services

9. Mercedes-Benz

Mercedes-Benz (Daimler Group PV) - Company Overview
Mercedes-Benz's OES Channel Offerings
Summary of Mercedes-Benz's OES Channel Services

10. Bayerische Motoren Werke AG (BMW)

BMW - Company Overview
BMW's OES Channel Offerings
Summary of BMW's OES Channel Services

11. Chang'an Automobile (Group) Co., Ltd.

Changan - Company Overview
Changan's OES Channel Offerings
Summary of Changan's OES Channel Services

12. Zhejiang Geely Holding Group Co., Ltd (ZGH)

Geely - Company Overview
Geely's OES Channel Offerings
Summary of Geely's OES Channel Services

13. BYD Auto Co., Ltd.

BYD - Company Overview
BYD's OES Channel Offerings
Summary of BYD's OES Channel Services

14. Tata Motors Limited

Tata Motors Limited - Company Overview
Tata Motors's OES Channel Offerings
Summary of Tata Motors's OES Channel Services

15. Hyundai Motor Company

Hyundai Motor Company - Company Overview
Hyundai's OES Channel Offerings
Summary of Hyundai's OES Channel Services

16. Mahindra & Mahindra Limited (M&M)

M&M - Company Overview
M&M's OES Channel Offerings
Summary of M&M's OES Channel Services

17. Toyota Motor Corporation

Toyota Motor Corporation - Company Overview
Toyota's OES Channel Offerings
Summary of Toyota's OES Channel Services

18. Honda Motor Company, Ltd.

Honda Motor Company, Ltd. - Company Overview
Honda's OES Channel Offerings
Summary of Honda's OES Channel Services

19. Nissan Motor Co., Ltd.

Nissan Motor Co., Ltd. - Company Overview
Nissan's OES Channel Offerings
Summary of Nissan's OES Channel Services

20. Suzuki Motor Corporation

Suzuki Motor Corporation - Company Overview
Suzuki's OES Channel Offerings
Summary of Suzuki's OES Channel Services

21. Rivian Automotive, Inc.

Rivian Automotive, Inc. - Company Overview
Rivian's OES Channel Offerings
Summary of Rivian's OES Channel Services

22. Fisker Inc.

Fisker - Company Overview
Fisker's OES Channel Offerings
Summary of Fisker's OES Channel Services

23. NIO Inc.

NIO Inc. - Company Overview
NIO's OES Channel Offerings
Summary of NIO's OES Channel Services

24. Growth Opportunity Universe

Growth Opportunity 1 - Develop Omni-channel Value Line Labels and Workshop Concepts
Growth Opportunity 2 - Launch Parts, Accessories, and Services eRetail
Growth Opportunity 3 - New Business Models in Financing Maintenance and Repair

25. Appendix