{"id":15911,"date":"2026-09-10T10:51:42","date_gmt":"2026-09-10T08:51:42","guid":{"rendered":"https:\/\/www.vdik.de\/?p=15911"},"modified":"2026-10-02T09:35:21","modified_gmt":"2026-10-02T07:35:21","slug":"vdik-after-sales-is-becoming-a-strategic-success-factor","status":"publish","type":"post","link":"https:\/\/www.vdik.de\/en\/2026\/vdik-after-sales-is-becoming-a-strategic-success-factor\/","title":{"rendered":"VDIK: After-sales is becoming a strategic success factor"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:30px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p>Brand-specific after-sales services are facing a fundamental transformation. Delayed servicing and repairs, rising costs, and new demands arising from electromobility, digitalisation and artificial intelligence are putting pressure on the business. At the same time, after-sales services are becoming increasingly important for customer loyalty and profitability. This became clear at the Aftersales Forum organised by the Association of International Motor Vehicle Manufacturers (VDIK) at Automechanika Frankfurt.<br \/>\nProf. Stefan Reindl from the Institute for Automotive Economics (IfA) kicked off the event by presenting the latest service study. Despite a large and increasingly ageing passenger car fleet, the service sector is on the brink of far-reaching structural change. The market potential stands at around 77.9 billion euros, though only 69 per cent of this has been realised to date. Rising costs, delayed repairs and a shortage of skilled workers are holding back the business. At the same time, high-voltage and battery technology, driver assistance systems, digitalisation, AI and cybersecurity are gaining in importance. Although the service market is expected to grow significantly by 2035, the real volume of services and the number of traditional working hours are likely to fall. Growth will therefore stem primarily from higher prices, greater productivity and more technologically sophisticated services.<\/p>\n<p><strong>\u201cBrand loyalty is determined by service\u201d<\/strong><\/p>\n<p>Arnd Franz, CEO of MAHLE, spoke about opportunities for collaboration and future strategies. One opportunity, he said, lies in intelligently combining single-brand and multi-brand services and broadening organisational structures. Artificial intelligence is also set to become a key driver \u2013 for example, in diagnostics, customer communication and parts search. Mobile repair and service offerings could also help to provide cost-effective support for the growing number of older vehicles. \u201cBrand loyalty is determined by service,\u201d emphasised Franz. In addition to technical expertise, accessibility and customer relations are particularly crucial in this regard.<\/p>\n<p>Anna Gabriel of Porsche Consulting also sees after-sales as crucial to the industry\u2019s future viability. The dynamics of profitability are changing: turnover may rise, whilst margins fall. \u201cThe loss creeps up quietly,\u201d said Gabriel. Rising service and parts prices are being met by customers who are increasingly unwilling or unable to bear these costs. Competition is therefore less about the one-off sale of a vehicle and more about long-term access to the customer. \u201cTomorrow\u2019s winners will drive value rather than turnover.\u201d<\/p>\n<p><strong>\u201cCombining technology, efficiency and customer focus\u201d<\/strong><\/p>\n<p>\u201cThe future viability of dealership services will depend on how successfully we can combine technological innovation, efficient structures, trust in the brand and personalised customer care \u2013 whilst at the same time developing new models of cooperation that go beyond the boundaries of traditional dealership services,\u201d said VDIK President Imelda Labb\u00e9, summarising the key challenge.<\/p>\n<p>Daglef Seeck (BYD), Nadine Busch (Toyota) and Matthias B\u00f6nnen (\u0160koda) demonstrated how manufacturers are responding to these challenges during the subsequent best-practice panel, moderated by VDIK President Imelda Labb\u00e9.<\/p>\n<p>For BYD, the focus is on the rapid scalability of the service organisation. \u201cTo be able to sell cars, we need service organisations that work,\u201d explained Seeck. A particular challenge, he said, is the rapid establishment and management of a large dealer network. Artificial intelligence could help to make processes more efficient. Otherwise, when it comes to dealer support, for example, tens of thousands of enquiries would have to be answered individually.<\/p>\n<p>Toyota places a strong emphasis on customer loyalty and long-term relationships. Nadine Busch made it clear: \u201cWe don\u2019t want to lose any more customers.\u201d The future of service is already being rolled out and is becoming increasingly digital. At the same time, on-site service staff remain a crucial factor.<br \/>\nWith Toyota Relax, the manufacturer aims to retain customers with older vehicles as long-term brand loyalists. The warranty can last for up to 15 years. The service thus becomes a tool for customer loyalty \u2013 and, at the same time, a starting point for the next vehicle purchase.<\/p>\n<p>At \u0160koda, the focus is on the digitalisation of dealer support. Matthias B\u00f6nnen emphasised the importance of cooperation between the manufacturer, the dealer and the customer. Standardised processes and reliable data sources are prerequisites for successful digital processes. Support must be provided as early as possible and should not only begin once a problem arises. \u201cSimply adding AI on top doesn\u2019t work,\u201d said B\u00f6nnen. Efficient, binding and partner-oriented processes are crucial as the foundation for the use of new technologies.<\/p>\n<p><strong>Service is becoming a strategic link between the brand and the customer<\/strong><\/p>\n<p>The Aftersales Forum made it clear that, in future, aftersales will extend far beyond traditional maintenance and repair services. Digital touchpoints, AI, warranties, new service concepts and closer networking amongst stakeholders will become key components of the business model. At the same time, personal customer relationships remain crucial.<\/p>\n<p>As a result, aftersales is evolving from a downstream business area into a strategic link between manufacturer, retailer, brand and customer.<\/p>\n<p>Press photo: <a href=\"https:\/\/www.vdik.de\/wp-content\/uploads\/2026\/09\/Aftersales-Forum.jpg\">VDIK Aftersales Forum Automechanika<\/a> (Source: VDIK)<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n<div class=\"pdfprnt-buttons pdfprnt-buttons-post pdfprnt-bottom-right\"><a href=\"https:\/\/www.vdik.de\/en\/wp-json\/wp\/v2\/posts\/15911?print=pdf\" class=\"pdfprnt-button pdfprnt-button-pdf\" target=\"_blank\" ><\/a><a href=\"https:\/\/www.vdik.de\/en\/wp-json\/wp\/v2\/posts\/15911?print=print\" class=\"pdfprnt-button pdfprnt-button-print\" target=\"_blank\" ><span class=\"pdfprnt-button-title pdfprnt-button-print-title\">Drucken \/ Print<\/span><\/a><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":15770,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[36],"tags":[],"class_list":["post-15911","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-press-release"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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