Nissan banks on connectivity to transform aftersales experience

Nissan has announced today a comprehensive strategy to transform the customer aftersales experience through innovative technology and enhanced services.

As a result, connected car services and greater choice in accessories and personalisation will increasingly drive growth in Nissan’s aftersales business, anticipated to contribute 25 percent of aftersales revenue by 2022.

“Nissan has a clear plan to develop its aftersales business by leading the industry in delivering the latest technology to our customers around the world,” said Kent O’Hara, Nissan Corporate vice-president and head of the Global Aftersales Division. “This strategy is about giving our customers more choices and new services to make the ownership experience better. It will also help us expand our connected car, big data and personalisation innovations to improve the customer experience and open up new revenue streams for the company.”

Connectivity to drive customer satisfaction

Connected car technology and expanding use of big data will enable Nissan to offer new services, improve the dealership experience and increase customer retention. In the future, Nissan cars will provide customers advance notice when servicing is needed, as well as automatically order parts to ensure dealership availability on customer visits. Connected car technology will also dramatically streamline Nissan’s global supply chain, bringing just-in-time logistics to increase manufacturing efficiency, from plants to the dealer.

For Nissan, a key element of the strategy is developing connectivity for all customers, including those in emerging markets and those who already own Nissan cars. Connected cars will be available as a dealer option starting in Japan and India and expanding to other countries by 2020.

Developing affordable solutions

The Japanese carmaker says it is also developing affordable solutions to offer customers connectivity using multiple technologies as an aftersales option. Those technologies will be offered to customers who already own vehicles that were not manufactured as connected cars. They will allow those vehicles to become connected, enabling those customers to receive the additional benefits of managing their vehicles that come from connectivity.

Nissan’s aftersales business will be strengthened further with a focus on personalisation and accessories, pushing Nissan to the forefront of customisation in the auto industry. Starting with the new Nissan Micra, which is being built at the Flins plant in France, Nissan is advancing the manufacturing and design process to offer customers more choice.

“Nissan has a comprehensive long-term vision to offer our customers greater choice than ever before,” said Kent O’Hara. “When car manufacturing was in its infancy, customers could have any color they wanted as long as it was black. Nissan led the way in developing factories that can build multiple different models on the same line. Now we are taking manufacturing to the next level of sophistication. Our customers want cars that are tailored to their lifestyles and aspirations. The ultimate goal is hyper-personalisation.”