AFTER SALES SERVICE

Economic relevance of the service business

In times of declining new registrations, the field of automotive service is particularly important from a business perspective. 55 to 80 percent of the overall result of car dealerships is generated through the service business and the sale of spare parts and accessories. The aftersales business as a whole is an area of potential growth. In Germany, the market volume has risen steadily from EUR 24.64 billion in 1997 to EUR 29.3 billion in 2011. For the year 2012, the service business is expected to show a slightly positive trend (source: ProMotor press service 03/2012).

Newer vehicles are expected to require less servicing because of longer maintenance intervals and better quality. The population of vehicles between 4 and 7 years of age will remain basically the same. However, the percentage of vehicles that are over 8 years old has increased significantly in the meantime. Especially in the two last-mentioned segments, there is an ever-increasing competition between independent repairers and authorized repairers. Here, the positive service image of the authorized repair shops is decisive. The authorized repairers have state-of-the-art test equipment and specially trained personnel. They use high-quality OEM parts and are in a position to offer and provide their customers services at an optimum price-performance ratio. Through targeted communication, the VDIK supports its members in their efforts to convince especially the owners of older vehicles that their car will get the best service from an authorized repairer. Given the growing technical complexity of today's vehicles, brand-specific authorized repair shops should always be the first stop for the customer.