Many retailers have been reporting record profits in recent months, with used vehicles at the core of this profit increase. In aftersales, many are also seeing busy workshop diaries with businesses actively seeking to increase headcount and attract new technicians, as well as retaining existing technicians. In terms of aftersales, businesses may be thinking that all is good, it’s time to stay the course and there’s little to worry about. However, in spite of these recent trends, the need to continue reviewing and evaluating the current aftersales model as part of a broader development of the overall retailer model is acute – motor retailing is on the cusp of transformational change. Right across the board we see changes impacting our industry – from a political, economic, social, technical, environmental and legal standpoint, change is happening at an exponential pace. In this white paper, we consider what the drivers of change are and identify opportunities for action, using our unrivalled access to industry data and hands-on retailer expertise.

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