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Sneak Peek into ETAuto Digital Dealer & Aftermarket Conclave 2016

ETAuto Digital Dealer & Aftermarket Conclave 2016 explored after-sales service expectations of today’s connected customer and how OEMs and dealers can embrace new age technologies.
The event witnessed a confluence of stalwarts from two of the most dynamic industries - Automobile and Aftermarket.
Discussions were held on a variety of topics like - online lead management, local customer trend, data analytics, cross industry learning, virtual dealership, digital marketing, auto parts e-commerce, etc.
He talked about 'Relevance of Traditional Dealership in Digital Age'.
People listening as well as making notes, while Kalsi speaks
Kalsi said, "User these days are more demanding, and traditional dealership found this new age customer tough. The need of the hour is to upgrade ourselves to meet the customer expectation."
1. Listen
2. Solve
3. Create
4. Ideate
5. Radiate
"Demonetisation in other countries happened at the time of slowdown. But, in India it happened other way round. It will have negative impact in short term, but for long term it is fine."
"Demonetisation has mostly hit CVs and two wheelers. Even, used car organised business fell by 50 percent. The situation will normalise by next 3 to 6 months. Changing to digital payments and entering digital space will help in long term."
"Think new ways of doing business using digital interventions."


"If company helps small car workshops and garages to get into digital work, it will help them in long term."


Kaushik Dasgupta speaking on 'Creating Effective Digital Presence for Customer Acquisition & Retention'
"Dealerships should be on maps, so that customers can recognise where the dealership is," says Kaushik Dasgupta.
Rakesh Batra, National Leader (Automotive), EY, speaking on 'Delivering Delightful Customer Experience in Digital World'
"Customer in India is itself is changing. The Indian customer of today has evolved in a big way. The new Indian customer is always connected, aspires for big brands, wants things 'now' and still expects value for money. So, there need to be a balance between digital and physical experience to the consumer," says Batra.
"Negotiating with sales person is part of customer satisfaction in car buying process," says Didyala.
Kedia said, "We have focused on retention of customers by giving regular feedback to salesperson on their calls through call recording. We have also focused on assessment of vehicle history for service calls and address customer pain points based on the same."
Kavan Mukhtyar, Partner, PricewaterhouseCoopers - the moderator of the discussion
"When it comes auto accessories, e-commerce is way to go as there are substantial number of cars which are out of warranty. We reach to such customers with spare parts," said Bahl.
"There are tools to detect spurious parts. For instance, many companies have devised mobile apps which have product information and specification."
"There are always deficiency in the market. If we are able to modernise the sales force with help of technology through tabs and digital catalogs it can help a lot in creating efficiency."
"The future is virtual reality, automation and online sales. Small things that are enabled by technology make a big difference; leverage the available technology. Going online is not an option; it is a must."
Certificates of Participation being given to attendees
With this we conclude ETAuto Digital Dealer & Aftermarket Conclave

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