Innovation – whether in new products, platforms, or processes – is the new strategic imperative, and technology is transforming how we do business at an unprecedented rate. Think back to the “good old days” a decade or two ago. How did we get things done before the existence of Google, Uber, or Amazon? Changes that are even more dramatic are ahead with mobility, electrification, and autonomous vehicles.
In today’s digital economy, automotive original equipment manufacturers (OEMs) are rethinking their current business models and processes in order to create a better end-to-end customer journey. These changes will touch the vehicle’s entire product lifecycle, enhancing both the customer experience and the vehicle’s lifetime value. The rise of the connected car and the connected consumer is pushing the adoption of digital technologies faster than ever before.
Connected Cars Provide Differentiated Experiences
A connected car is a vehicle equipped with internet access, onboard sensors, and often a wireless local area network (LAN). This allows the car to share data with other devices both inside and outside the vehicle to optimize operation, maintenance, and the convenience of the passengers. According to McKinsey & Company, a global management consulting firm, “13% of buyers will not even consider a new vehicle without internet access and more than a quarter already prioritize connectivity over features such as engine power and fuel efficiency.”
Connected vehicle services are the first new wave of what is possible to improve and differentiate the customer experience. Cars today are literally marketplaces in motion with breakthrough technologies on wheels. New opportunities abound in almost every touchpoint of the customer journey – evaluation, test drives, vehicle delivery, vehicle use, aftermarket services, and resell.
For example, many consumers are already familiar with OnStar® support services, designed to provide assistance for auto safety, security, and emergency situations. Similarly, U.S. consumers are likely familiar with insurer State Farms’ ubiquitous “don’t mess with my discount” commercials, which illustrate how consumers may benefit from low auto insurance rates base on annual mileage and basic driving characteristics. These are just two examples of how connected vehicles are creating new opportunities and improving service for enterprises and consumers.
Connecting to the Service Ecosystem
The connected car is transforming auto service and maintenance as well. In this fast-paced world, customers are expecting more value from their digital devices. Just as the smartphone now functions as video camera, calendar, calculator, and mini-computer, today’s consumer also expects their vehicle to multi-task. The vehicle that once merely provided mobility is now connected with capabilities to enhance owners’ daily lives. Instead of the not particularly descriptive “check engine” light, imagine a vehicle that reminds drivers to change their oil or pinpoints the specific maintenance required. And the value-add is increased when connected to the OEM service ecosystem.
This digital ecosystem of partners, suppliers, solution providers, and integration across the value chain is revolutionizing the automotive industry. The frontrunners in this transformation journey lead the way by determining how to bring together the best people, processes, data, and technology to revolutionize the overall automotive experience.
How Pega and Wipro Work Together to Build Value for OEMs and Customers
A delightful customer experience, supported by flawless technology and digital platforms, is the top strategic advantage in a highly competitive market. Pega and Wipro work together across the industry to improve the delivery of value from auto OEMs through the dealer network and ultimately to the end customer. For example, Wipro’s digital prescriptive maintenance application combines data and analytics from connected vehicles with Pega case management and real-time interaction management capabilities to recommend the right actions for vehicle maintenance, as well as personalized offers that build value.
The benefits to OEMs, dealers, and customers are many: individual vehicle usage patterns analysis, timely maintenance alerts, prescribing the next-best actions, targeted campaigns, personalized offers, usage-based insurance, increased driving safety, and better spare parts inventory … just to name a few.
Automotive OEMs need help bridging organizational and functional gaps for better collaboration and innovation. Together, Wipro and Pega can show automotive OEMs how to maximize the value at critical moments of the end-to-end customer journey.
- Read how digital prescriptive maintenance is the future of asset management.
- See how Wipro’s digital prescriptive maintenance app helps auto owners streamline service and maintenance.
- Discover how Pega for Manufacturing and High Technology helps equipment manufacturers automate maintenance and service activities from end-to-end.
- Learn how one equipment company is using digital technology to improve aftermarket services.
Additional contributions to this article from Ayantan Sikdar, Global Manufacturing Consultant, and Rishabh Srivastava, Senior Marketing Executive, from Wipro.