The car that cares

Transforming the automobile purchase journey through agency sales model, Auto News, ET Auto

By Ashim Sharma

The automotive business has customarily adopted a 3-tiered profits product positioning the sellers in among OEMs and buyers. In the company profits product, sellers act as agents on behalf of the OEMs to interact with the buyers and conduct profits, when the OEM retains maintain of the stock. The purchaser basically destinations an order straight with the OEM, no matter whether offline or on line, and chooses a chosen shipping agent. The value of the order, the commission to the vendor, is previously mounted across the place and established by the OEM.

The agent takes only obligation for things to do that involve actual physical conversation this sort of as conducting test drives, processing the transactions, car or truck handover, and managing provider appointments as common, but they will also get hold of significant price savings on staffing, storage costs, stock costs and logistics in comparison to the previously profits product.

Stakeholder perspectives

The company profits product aims to present the very best purchaser practical experience feasible when the OEMs continue to sustain their pre-current relationships with the sellers. All 3 principal stakeholders, Consumers, Sellers, and OEMs, need to synchronise to make the new product a good results.

Client view: To ensure a coherent purchaser journey, OEMs need tons of buyer info so that they can resolve suffering-points effectively. It was observed for the duration of numerous buyer surveys, that most buyers are eager to share their info with OEMs and sellers to be equipped to get hold of a stress-free pre and publish-acquire practical experience. Not like ecommerce, a vendor is necessary in this equation to act as a central level of get in touch with as he/she shall be the 1 driving the sale.

The need for negotiation is, however, eradicated as the buyers are demonstrated homogenous charges. The vendor will be incentivised to change the direct based on mounted charges rather of enjoying with the margins every time. Consequently the market will gain from enhanced provider excellent as the agents will compete to differentiate by themselves by the over-all purchaser practical experience fairly than value.

Vendor view: The dealers’ point of view could range based on their company size as properly as the type of OEM and territory getting served. Even though sellers can seek out comfort from the actuality that the stock expense is eradicated, there can be prospects of discontent among them on account of reduction of some entrepreneurial independence. Majority of the sellers desire a uniform value to be established by the OEM as prolonged as it applies to the whole vendor community.

The sellers can system far better if there are predefined margins and cut down intra-brand opposition. In conditions of remuneration, sellers desire a honest and sustainable product across the vendor community where by all agents receive the same price. The use of analytics for focusing on, will direct to a 360° purchaser view that will make improvements to the chance of closing a sale.

OEM view: The agent product supplies OEMs with an option to gain greater control over distribution channels, control charges, and boost profits performance. OEMs can now have obtain to purchaser info some of which was privy to only the sellers in the current product, enabling them to get complete control over on line and offline channels to establish a seamless omni-channel practical experience for buyers. The value variation across dealerships can be curbed by placing a one value across all profits channels, hence decreasing intra-brand opposition. The control over on line channels will let the OEMs to drive digital solutions and new offerings into the market and there will be elevated transparency about market efficiency at every vendor degree, hence enabling OEMs to continually optimise the profits community.


Even however the company profits product looks like the way forward for the business, there are continue to some unresolved problems hindering the transition. In India, automotive dealerships have 1 of the cheapest margins in the planet. In this sort of a predicament, an option to delve into the non-value features of opposition could possibly be properly obtained.

  • The company profits product is designed in a way that it will cut down the financial load for the sellers but will also diminish their bargaining ability. It is a urgent worry among sellers that by heading the Tesla route, OEMs will subsume the company of sellers absolutely
  • Though buyers are inspired to acquire by a vendor, the choice of immediate on line profits of autos could possibly direct to reduced vendor profits and turnover due to inter-channel opposition
  • Sellers think that OEMs could possibly established charges much too higher hence generating agent profits challenging. In this sort of circumstances, commission-based compensation could possibly not be properly approved by the sellers
  • OEMs will need to deal with higher stock holding costs which will have a significant impression on the rapid dollars flows as that will impression their doing the job cash cycle.

In quick, the features of modify management, digitization, financial incentives and purchaser acceptance need to be navigated carefully to make this product triumph.

 The agency sales model can turn out to be a key differentiator for the players in the Indian car market.
The company profits product can convert out to be a vital differentiator for the gamers in the Indian car market.

Implementation technique

The huge concern to address for the OEMs in India is to traverse or not to traverse this route. The company situation decisions for the set up OEMs that have an comprehensive vendor community in India and use that as a aggressive benefit, will be driven by the benefits that this product provides for boosting the purchaser practical experience and that’s why defending the market place. The benefits have to be weighed towards the investments manufactured on the IT platforms, coaching of staff, modify management.

On the other hand, the most essential component in the final decision-generating system for the set up OEMs will be the danger of disrupting a strong and set up vendor community which they have created by a long time of financial commitment and moving to a different product which fundamentally offers a degree enjoying industry for all, to commence with.

On the other hand, market challengers or new entrants who see the investments in the vendor community as a huge hurdle for enlargement into the Indian market, would like to use this product to diminish the aggressive benefit of the incumbents. The vital gain for them would be straightforward agent on-boarding.

The company profits product can convert out to be a vital differentiator for the gamers in the Indian car market. A great deal depends on how the buyers respond to the product. The OEMs will have to undertake comprehensive company viability evaluation experiments and conduct pilots to carve out a strategic roadmap on the subject before they can go forward in educating the buyers for or towards it.


The business is reworking to present a “phygital” practical experience where by the actual physical and digital realms blend seamlessly to produce a far better way of providing automobiles. The rise in need for electrical autos also provides an option to experiment with new profits models. In India, Mercedes Benz piloted its ‘Retail of the Future’ profits product where by it registered and bought one,000 vehicles straight to buyers when its dealerships handled test rides and shipping touchpoints. Client reaction has also been positive about this reimagined retail practical experience.

A hybrid product combining the incumbent and the Agency Product sales Product looks most plausible for the Indian Automotive business in the rapid foreseeable future. On the other hand, what is wanted is mindful final decision on the territory to address with the new product to make the outdated and the new enhance every other for bigger gains.

Disclaimer: Ashim Sharma is Husband or wife and Group Head at NRI Consulting & Methods India. NRI’s Aashutosh Sinha (Senior Manager), Kalyani Additional (Senior Specialist) and Nihal S. Amin (Deputy Senior Specialist) manufactured important contributions to this review. Sights expressed are their have)

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