Making digitalisation a factor for success

The digitalisation of the automotive industry is in full swing. The profound structural shift towards electromobility and connectivity in and around the vehicle brings with it new business models and positions. The objective: maximum connectivity.

Connected mobility

From hardware provider to software company

Experts have summarised the most important developments under the abbreviation CASE (Connected, Autonomous, Shared, Electrified): cars of tomorrow will be powered by electricity, shared and fully interconnected, and will also be able to drive autonomously.

Digitalisation, in particular, is putting the industry’s existing structures to the test, but it also offers the greatest opportunities. The automotive industry describes the car of the future as a device on wheels. In addition to pure hardware, manufacturers are offering their customers more and more software solutions.

Data critical to success

Using big data from every digital touchpoint with the end customer is at the centre of this, and mainly involves the data obtained from a customer’s driving and usage behaviour. As a result, manufacturers, OEMs and mobility service providers can recognise long-term developments at an early stage and optimally tailor offers to the relevant target customer groups. A fine-tuned digital sales process and customer service go hand in hand with this.

Did you know?

66% of customers are willing to purchase a new or used car online.
Almost 80% of customers look for information on new cars online without getting in touch with the dealer.
58% of customers can imagine having a consultation that’s entirely digital.
50% of vehicle sales will be digital by 2030.
77% of customers would like to be able to freely configure their vehicle as desired.
75% of customers want to be able to book a test drive online.
Vehicle connectivity is advancing: by 2025, 50% of the vehicles in Europe will be connected.

Quelle: PwC

How the automotive industry is tackling the challenges posed by digitalisation

Digital showroom

Expansion of direct digital sales with digital showrooms as an effective means to foster customers’ loyalty to their favourite brand. This also fundamentally changes the relationship between manufacturer and dealer.

Marketplaces

At the same time, car dealers are looking for ways to sell vehicles directly online, as well as via third-party platforms.

24/7 service

It must be possible to book test drives and make appointments with the garage online, but a human advisor should also be available during business hours. 24/7 online availability across all channels with chatbot support and FAQs outside opening hours.

Digital products

Software updates that can be installed in the vehicle and smart add-on components or car-related subscriptions present new money-making opportunities.

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Our solutions for your business

novomind provides optimal support for the automotive industry in terms of digital commerce and customer service

Being present and available to communicate with customers digitally is not only key when they’re deciding what and whether to buy, but also for the entire service life of a vehicle. With our intelligent software products novomind iSHOP, novomind iMARKET and novomind iAGENT, we provide optimal support for the automotive industry along the entire customer journey.

We are setting up automotive companies and vehicle dealers with digital methods of customer service thanks to our software products:

Virtual sales pitch via video chat
Instigating sales across digital channels, including specification of the purchase price
Identification procedure for concluding a contract online, or digital verification for the purposes of vehicle financing.
Appointments for test drives can be made via Facebook Messenger and WhatsApp.
Conversations with chatbots are directly forwarded to real customer advisors.
Mobility service providers can send service messages and short notice bookings via WhatsApp.

How novomind optimises the customer journey

Innovative and modular

The innovative, modular real-time shop system helps the automotive industry to set up digital showrooms and is fully multi-client capable, even for the complex requirements of the automotive industry: it supports different countries, languages, currencies, stores and channels. novomind iSHOP combines all the important features for successful online retail on one platform. CMS, OMS, a search function, recommendation engine, promotion engine and A/B testing are already included as standard.

Lasting success

The main driver of lasting success is the modular Commerce PIM system for companies with complex product information.  Not only does novomind iPIM support the diverse structures involved in automotive trading (OEMs, importers, dealers), but it also maps complex vehicle-specific constraints. And this works smoothly in both the before-buy and while-buy processes thanks to uniform quality metrics. The novomind iPIM Supply module also makes it possible to optimally and efficiently integrate all source data into existing e-commerce platforms and system landscapes.

Maximum reach

Our marketplace software novomind iMARKET guarantees maximum reach for manufacturers, OEMs and vehicle dealers and creates a seamless connection to specialised marketplaces for new and used cars and spare parts and vehicle accessories.

360° customer service

What’s more, novomind iAGENT offers true 360° customer service, as a leading omnichannel contact centre system for medium-sized to very large companies with high volumes of inbound queries. Thanks to novomind iAGENT, manufacturers and dealers can be contacted by interested parties and customers across all channels, during the sales pitch and purchasing process, and as part of after sales care. And this is available as a self-service solution around the clock via chat/messenger bots and FAQ centres.

Volkswagen

Product data for retailers and end customers

In order to supply products to shops across various countries, Volkswagen needed a multi-client capable PIM system. novomind provided advice on the system architecture, developed interfaces and configured workflows. The new and pre-owned car shops are now supplied as a basic solution (MVP, Minimum Viable Product) using novomind iPIM. This is being rolled out in other countries step by step.

What do our customers say?

“novomind iPIM gives us an outstanding performance as a product. The novomind team immediately understood our ambitious project of creating an e-commerce platform for the group. They have integrated into our partner setup excellently and are helping us to achieve our product and business goals.”

Kai Oliver Rieskamp and Patrick Krippendorf

Product Manager E-Commerce, Volkswagen AG

novomind Connected iProducts

More than the sum of its parts. Each of our novomind software products supports best-in-class digital commerce and customer service, but the interaction between several novomind Connected iProducts creates valuable additional benefits: more efficiency, a faster time to market, higher conversion rate and a flawless customer experience.

novomind iPIM

The comprehensive (and modular) PIM system for digital product experience management (PXM) and product-related master data management (MDM).

novomind iSHOP

The innovative, modular real-time shop system for growth-oriented B2C and B2B omnichannel commerce.

novomind iMARKET

The highly-automated, modular marketplace middleware for strategic marketplace trading.

novomind iAGENT

The intelligent contact centre software for optimal omnichannel management – from chatbots to email management, video chat and social media communication.

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