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How Will Evs Shape Our Industry's Future? BENCH Global Edition MARKER How will EVs shape our industry’s future? Page 6 Page 18 Page 38 EVs are the future Selling e-mobility vehicles Training EV technicians And they're changing the How are retail networks OEMs must do all it takes to automotive world as we know it. preparing for the new EV age? ensure employees are ready. 1 Rising to the challenge of zero-emission transportation The April 2020 issue of Benchmarker explores the current impact of EVs on the industry, and, through the knowledge of OEMs face an unprecedented challenge in 2020. The COVID-19 some of our experts, speculates on possible outcomes for the outbreak demands precautions and social distancing which will future. We examine how EVs are affecting sales and aftersales deeply affect the automotive industry. Our global customers are services, and what it means for parts profits. We look at the experiencing difficulties that influence their daily operations as effects of EVs on the warranty business, how manufacturers well as their long-term business strategies. will have to train dealer staff and technicians, and how retail networks can prepare. We also hear from some of our leaders However, in a recent study by MSX Research regarding on the status of EV transition in some of the most influential consumer behavior during the COVID-19 outbreak, 50% of markets. respondents said they would still service their vehicle if it was due. Similarly, 41% said they would still consider buying a new There’s no doubt that this transition will be challenging. vehicle despite the outbreak, proving that manufacturers Some markets have surged ahead, investing heavily in EV still have a responsibility to deliver a positive service to their infrastructure and providing incentives to help drive sales. customers. But manufacturers will have to work hard to sustain business success. Despite these challenges, manufacturers must also continue to prepare for the inevitable transition to low and zero-emission At MSX, our mission is to support our customers in navigating vehicles. A complete overhaul is needed, not just to products the challenges ahead. We can, and will, support the industry and the way consumers identify with them, but to entire across many business functions – even remotely as this period operations. dictates. Our team members are committed to providing you with high-quality services and solutions independently of their Governments are enforcing emissions targets, but it’s crucial physical location. Rest assured, we are working tirelessly to the infrastructure is in place to support electric vehicles (EVs) ensure your new business needs are met, so thank you for your and hybrids, and that the changes are viable for consumers. continued trust. We will face these challenges together. Meanwhile, OEMs must be able to develop desirable and affordable vehicles while sustaining profits in sales and aftersales. Dealerships too need to continue protecting their existing businesses while exploring new opportunities for growth, finding new revenue streams and embracing digitalization in place of traditional models. All data sources may be subject to change as a result of recent events. Patrick Katenkamp CEO, MSX International 2 MSX Benchmarker Agenda Editorial 26 Norway - Leading the way with zero- emission transportation The country is setting new standards for the global 2 Rising to the challenge of zero- industry. emission transportation 4 Electric vehicles – Regional sales 30 Can OEMs endure the effects of EVs forecast on their parts business? Smart manufacturers are investing in new opportunities. Articles Commercial training is essential for Electric vehicles are changing the 34 6 effectively selling EVs automotive world as we know it Those who understand the product's potential will But what will these changes mean for the convince buyers. industry's future? 38 EVs will inspire a new age of 10 Digital transformation and the technical training future of automotive retail They will have a profound impact on the skills It's time for retailers to re-evaluate traditional technicians need. business models. 42 China – The powerhouse of EV 14 Prepare for the future of warranty development management This extensive market is dominating the EV Digitalized warranty processes can help OEMs industry. adapt. 46 New touchpoints – Digitalizing the 18 Selling e-mobility: How can retail automotive customer journey networks prepare? Responding to consumer expectations is essential EV retailers must explore new opportunities for for brand loyalty. training and tools. 50 Is America ready for electric 22 Prepare for impact: E-mobility in the vehicles? aftersales market In this challenging market, do EVs have a future? Significant changes to service and repair processes are inevitable. 3 Electric vehicle – Regional sales forecast North America 20 M. 15 M. 10 M. 5 M. 0 2019 2025 2030 4 China 25 M. 20 M. 15 M. 10 M. 5 M. 0 2019 2025 2030 Europe 20 M. 15 M. 10 M. 5 M. 0 2019 2025 2030 Legend EV = Battery electric vehicles (BEVs) and plug-in-hybrid vehicles (PHEVs) BEVs do not contain an internal combustion engine. Both BEVs and PHEVs can be charged at a dedicated charging station or charge point. Hybrid = Mild hybrids (MHEV), full hybrids (FHEV) and extended range vehicles (EREVs) Include both internal combustion engine and electric motors either working in parallel (MHEV and FHEV) or in a series (EREVs). ICE = Internal combustion engine only Conventional internal combustion powertrain with no electric or air drive. Stop/start systems (including micro-hybrids) are counted here. 5 Source: LMC Automotive Electric vehicles are changing the automotive world as we know it “ EVs provide an excellent opportunity for OEMs to pull ahead of the competition In 2020, electric vehicles (EVs) are mainstream, thanks while becoming more socially to the likes of Tesla and Nissan, and with environmental responsible, but the emergence of EVs concerns at the forefront of people’s minds, they’re here has reinvented the classic manufacturing to stay. The protection of air quality and reduction in greenhouse gas emissions is a priority for many global business model.” government bodies. As a result, emission reduction Pieter van Rosmalen, Chief Product Officer targets are placing pressure on manufacturers to speed up their responses. But it’s a challenging market. For consumers, the The European Union, for example, introduced legislation transition from an internal combustion engine (ICE) to in 2008 that dictated the need for manufacturers to an EV is taking some getting reduce their emissions by 80 g/km by 2020. Today, used to. The benefits are many OEMs are facing fines for failing to achieve clear – EVs are a revolution in these targets. As a result, some manufacturers have environmentally sustainable introduced bonus schemes for their dealers as transportation. incentives to sell more EVs and help them avoid these fines. Pieter van Rosmalen Chief Product Officer As Chief Product Officer for MSX since February 2018, Pieter van Rosmalen leads a team focused on two essential activities: product and partnership development; responding to the key trends of digitalization, connected car, and mobility that are driving change in our industry. Pieter was the Vice President of Retail Network Solutions at MSX from March 2011 until 2018 and he previously served as Vice President Retail Network Solutions for Europe and Asia Pacific. He can be reached at [email protected]. 6 MSX Benchmarker They contain fewer mechanical parts and require less time, manufacturers must push their products towards maintenance, cost very little to run and last longer. this cautious consumer market in which the largest engines are no longer the most profitable. But their owners must completely detach themselves from the only refueling infrastructure they’ve ever Competition will become tougher because new players known. Stopping at one of several petrol stations along can enter the market more easily than before. There’s no their route to work and driving off three minutes’ later will longer a need to engineer a complex ICE to manufacture soon be a thing of the past. a vehicle – organizations can team up with tech companies to build their electric motors. Recent tests Manufacturers have a lot of work to do in relieving revealed that even after driving hundreds of thousands of consumer concerns. According to research by Volvo, kilometers, EVs barely even needed to change their brake published in The Drive, 58% of drivers are afraid they pads. There’s no exhaust, oil, or general wear and tear, so will run out of power before being able to charge their revenue generated from aftersales on EVs is marginal. vehicles. Aside from promoting the benefits, OEMs must Until now, manufacturers have relied on parts sales for reassure consumers that the infrastructure is adequate, 50% of their bottom line, so to survive, they need to find or offer incentives such as the installation of home- new ways to sustain profitability. based charging points, subscription-based charging, or vehicle leasing options which take the responsibility of vehicle ownership - and therefore the risk - away from Selling smartphones on wheels the consumer. In some countries, governments are also offering incentives such as tax relief on EV ownership to The development of new revenue streams is crucial, inspire consumer acceptance. and data from connected vehicles holds the key. Tesla is already doing this with technology such as over-the-air EVs provide an excellent
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