Electric vehicles (EVs) are increasingly popular due to their low energy consumption, environmental sustainability and long-term cost savings. However, owning an EV differs significantly from traditional internal combustion engine (ICE) vehicles.
One obvious difference is the consistent need to look for chargers. The good news is this is improving fast as more and more governments prioritise charging infrastructures to support EV owners and incentivize consumers to make the switch. Unfortunately, this is just one aspect of EV ownership and we’ve seen how consumers struggle to find suitable repair and maintenance services for their new, advanced vehicles. As EVs come jam packed with intricate systems, high-tech sensors and cameras, it can make finding competent service providers a challenge.
Fortunately, this scenario is evolving. Repair shops are increasingly specialising in specific EV brands to meet this rising demand. As service providers adapt to this unfolding future, the path to owning an EV becomes smoother.
Repairers specialising in EVs means more choices for consumers
While many governments and businesses are making fast progress in establishing charging infrastructures across Europe, we are not seeing as much progress with regards to the rest of after-sales. Slowly, but surely we are starting to see workshops embrace the electric future and make the necessary investments for training their technicians and acquiring equipment to be able to cater to EVs. Overall, repair shops are beginning to shift from a “one-size-fits-all” approach to becoming specialists in certain makes and models.
This influx of skilled service providers contributes significantly to bolstering the attractiveness of EVs. Assurance that their vehicles will be serviced by qualified specialists, who are conveniently located and readily available, fosters consumer trust in new brands.
Service providers who invest in advanced training and establish partnerships with specific EV manufacturers stand to gain a competitive advantage and improve the overall ownership experience for customers.
Digitalising and streamlining the customer journey
Yet, it's not enough for service providers just to equip themselves with the necessary skills and tools. EV OEMs have a significant part to play in streamlining the customer journey and making it as transparent as possible. For example, a digital app where consumers can report damages, be guided to suitable service providers, and schedule and track these services. OEMs setting up strategic infrastructures of certified service providers can help guide consumers to the right channels, providing them with a seamless service experience.
In a 2020 study from McKinsey, “organisations that use technology to revamp the customer experience can carve out significant differentiation — increasing customer satisfaction by 15 to 20 percent, reducing cost to serve by 20 to 40 percent, and boosting conversion rates and growth by 20 percent.” With these digitally powered services, not only do OEMs empower EV owners with information and control, but they also lay the foundation for a robust EV ecosystem where customer satisfaction and brand loyalty become the norm rather than the exception.
Gearing up for the future of EV ownership
For the EV revolution to take full form and for Europe to meet its 2035 deadline, a collaborative effort within the industry is indispensable. Businesses, from EV OEMs to service providers, need to pool their resources, innovation, and strategic foresight to create an EV ownership experience that surpasses that of traditional ICE vehicles. By making the switch to EVs not just an environmentally conscious decision, but also an irresistibly attractive prospect in terms of convenience, cost efficiency, and customer satisfaction, we can ensure a swift and successful transition towards a sustainable future of transportation.
At Fixico, we are working towards accelerating the transition to sustainable mobility by supporting and advising our 3000+ repairers and other service providers in becoming EV-specialised. With our network spanning across 10 countries, we are able to support new EV OEMs in setting up their aftersales infrastructures and supporting customers with the best service journeys fast.
Are you an EV OEM looking to expand across Europe? Get in touch today!