Challenge

According to estimates by the Spanish Federation of Professional Automotive Entrepreneurs (CONEPA), the after-sales business in Spain is estimated at €12.3 billion, 21 % more than the turnover in 2020.

The after-sales network in Spain is made up of 44,000 garages or workshops. Achieving a standardised, uniform, quality and efficient customer service is one of the main challenges faced by car manufacturers, which is why they dedicate enormous efforts to this area. However, with such a large number of garages, whether single or multi-brand, control over the manufacturers’ after-sales service is complex and not always satisfactory.

A car is the second most important investment a person can make after their home, and with an average estimated useful life of 14 years in Spain, the relationship with workshops is not only long-term, but also critical for measuring the degree of customer satisfaction with the vehicle manufacturer. Standardising an after-sales service entails a great deal of effort when it comes to training customer service staff. Or at least it used to. That was until the advent of digital humans. Minimum effort, maximum benefits.