RELEVANCE OF TRADITIONAL

DEALERSHIP IN DIGITAL AGE

RS KALSI | MARUTI SUZUKI INDIA

/in/randhir-singh-kalsi

THE DIGITAL AVALANCHE

Digital Scenario In India

370+MN

internet users

currently

76%access via

mobile

650+MN

online users in

2020

Source: IMAI Reports| Google Study

55 Million users shopped

online 2015

150/day access a

smartphone

167Min/day

Avg time spent on

Mobile

E-Commerce Growth

80 million users by end of 2016.

35% of Internet users to be online shoppers

The e-commerce market to double to

INR2,11,005 crore by December

INR 15,000 is Average spend of online

shopper

Source: IMAI Reports| IMRB

#DigitalIndia

DIGITAL INDIA

INNOVATION FUND

START UP INDIA

SKILL INDIA

Penetration of Mobile devices and Internet > Higher Online Presence

Resources for Ecommerce and Tech organizations

Ecosystem for logistics, payment, Ecomm solutions

Fund of Funds >Technological Development

The Digital Impact

• Online Transfers

• On the move banking

• #Hashtag Banking

• Online shopping

• Cost comparison

• Configurator

• Try and Return

• Laptops and Tablets

• Smart Boards

• Online Homework

BANKING EDUCATION ECOMMERCE

DIGITIZATION IN

AUTOMOTIVE RETAIL

Traditional Customer Journey

AWARENESS EXPLORATION SALES SERVICE

Traditional Customer Touchpoints

Word Of Mouth

Print

Outdoor Television

Radio

Tele Calling

Showroom

AWARENESS EXPLORATION SALES SERVICE

Word Of Mouth

Television Showroom

Print Tele Calling

Showroom

The New Customer Touchpoints

Word Of Mouth

Print

Outdoor Television

Radio

Tele Calling

Showroom

AWARENESS EXPLORATION SALES SERVICE

Word Of Mouth

Television

Showroom Print Tele Calling

Showroom

Mobile Social Media

Search Digital Display

Mobile

Social Media

Search Blogs

Website

Mobile Social Media

Website

Emailer

The New Customer Journey

Consideration Evaluation Dealer Purchase

Word Of Mouth

Television Showroom

Word Of Mouth

Television Test Drive Showroom

Mobile Social Media Search Blogs Website Emailer Digital Display

Benefits

• Customer Delight

• Touch & Feel

• Validation

• Servicing

• Convenience

• Easy Access of

Information

• State Of Art Experience

TRADITIONAL

SYNCHRONIZE > COLLABORATE > COEXIST > EVOLVE

DIGITAL

Consumer Experience & Expectation

Expected

convenience

End –to- end

solutions

CUSTOMER

EXPECTATIONS

Increased Span of

Influence

Increased Depth of

Awareness

CUSTOMER

EXPERIENCE

Need For Customer Centric Solutions

Difficult to Cater to consumer >

Traditional Dealership

Enhanced consumer Knowledge >

Digital Touchpoints

Increased Customer Expectations >

New Age Mediums

• Customer Centric Solutions

• Value Propositions

• Unified experience

• Omni Channel Presence

CHALLENGING

THE CHANGING TIMES

Digital Experience @ NEXA

State-of-the-art tablets, car

configurator, mirroring

screens and

the owner’s app -

experience seamless and

personalized.

Personalization @ iCreate

It is not a word. It is

Freedom. Freedom to

Personalize your car.

Now YOU Create with iCreate

Enabler For Dealers

Dealer Support &

Feedback Mechanism

&

DMS-Physical &

Virtual convergence

Virtual Warehouses

A powerful and convenient

system that allows dealers

to access product

availability across the

network.

Service Experience

The convenience of Apps

and email alerts for timely

service and service

booking.

FUTURE READY

OEM’s Role

• Value Chain

• New Technology

• Insights

• Consistency

• Online- Offline

Integration

• Standardization

• Unlearn. Relearn

• Investments

• Re-Organize

PROMOTER

COLLABORATOR &

CO- CREATOR IMPLEMENTER

Task At Hand for Partners

• Infrastructure

• Technology

• New Channels

• Customer

Expectations

• Staff & Structure

• Processes

ALIGN UPGRADE MANAGE

DIGITIZATION

New Approach, New Beginning

Collaborative Approach

Consistency of Consumer Experience

Traditional and Digital will Co-Exist and Not compete

Evolving Digitization & Consumer

OEM & Partners to Co-Create

Deliver Customer Delight

It is time for the OEM’s and

Dealers to harness

technology to take

consumer delight to

new level.

THANK YOU