Today, automotive experiences are fragmented and inconsistent across touchpoints.
Take the use case of car ownership, for example. To schedule service appointments, track vehicle costs and purchase auto parts, customers must switch between apps, websites and dealer touchpoints—each with a different set of interactions and conventions.
As automakers launch new digital offerings, a frictionless omnichannel experience is more important than ever.
Today, the website of an Original Equipment Manufacturer (OEM) looks and functions one way, while each dealer site may have a different experience, despite following the same guidelines. Integrating these channels onto a single platform owned by the OEM creates a cohesive experience for the customer. The customer doesn’t know when they’ve switched from the OEM site to the dealer site.
For customers, integrating existing solutions onto a single platform offers a more seamless experience across pre-purchase vehicle evaluation, financing (including insurance, warranties and loans), home charging, servicing and more. A modular ecosystem architecture enables customers to select services that best meet their lifestyle needs. A modular architecture also enables automakers to add or remove services as technology and consumer needs change.
For OEMs, launching a centralized platform can save time and money when they want to make updates to their digital offerings.
SIXT offers a leading example of this through its integrated set of solutions around shared mobility. Through its platform, which is accessed via a website or app, customers can choose from a range of rental solutions, including e-scooter and bike rentals, short-term car rentals, medium-term car subscriptions, car leases, ride-hailing and public transit. Customers can combine services depending on the trip type, trip length, number of travelers and other personal factors. Each part of the journey is accessed through the same platform, so customers have little reason to switch to another shared mobility provider.