Sunday, 03 December 2006 22:25
Eco-System of Aftersales Services
The system including the other individuals and corportaions concerning the company is called as company’s eco-system. The company, which selects the business model to create added-value by means of aftersales services, should also create added-values for the members of its eco-system in the second step.
The relevant eco-system of the automotive manufacturer concerning aftersales services consists of spare-part manufacturers (genuine, equivalent/generic or similar quality), services (authorized or unauthorized/independant), part distributors, end-users, insurance companies, banks which supply financial payment instruments and other financial institutions. The company, which wants to increase its value by means of its aftersales services, should create positive value for each member of eco-system.
Company, therefore, should support all spare-part manufacturers concerning its own brand for his mode as long as market allows and there is sufficient customer demand. The company, also, should supply spare parts, training and special tools not only to authorized dealers but also to unauthorized/independant workshops. There should also be close contact between the company and part distributors and the company should both purchase parts from those distributors and also supply its own spare parts to end users through those distributors, when necessary. Insurance companies are used to losing money in accident policies recently due to high policy costs. Thus, it is essential for the company, which aims to increase its value by means of aftersales services, to take measures to reduce the costs of insurance companies. Authorized dealers, still, are trying to increase their service and spare-part revenues recently since their vehicle sales profits are falling down. In other words, the company must support the authorized dealers regarding their said measures. The most efficient measure is to train and support authorized dealers to reduce the stock and general costs while increasing revenues of their service units. Rapid and reliable performance is so crucial for the customers purchasing aftersales services. For this reason, the company should supply services to customer through both authorized services and unauthorized services. The company should also make agreements with banks and other financial institutions in order to create different and various payment and loan options.
In conclusion; how to create values for the members of eco-system is so crucial for the creation of strategy and also helps the company to reach its target.
