According to the satisfaction surveys aftersales car services in China, satisfaction levels continue to decrease since 2015, directly impacting the sales of car dealers. Automotive retail sales was CNY 426.8 billion in Dec 2018, observing a YoY decrease of 8.5%. Total automotive retail sales was CNY 3,894.8 billion in 2018, observing a YoY decrease of 2.4%.
With the advance in technologies, the automotive industry is facing the need to renovate and innovate.
Restrictions on driving and purchasing pose negative impact on consumers purchase willingness
Lack of comprehensive sales service and customer management systems. Most dealers still provide passive services through call centers without proactively providing personalized services tailored to different customer needs
How to address the coordination of multiple services in a customer’s lifecycle is another challenge worth considering. Such services including car manufacturing, sales, maintenance, repair, decor, secondhand replacement, etc