The curtain closes on the fourth edition of Service Day, with confirmation that the repair business can increase and evolve by taking into consideration investments and transformations on human resources, training, management systems, AI, innovation, and communication aimed at a complete, contemporary and efficient customer experience. According to estimates for 2023 in Italy, industry generates a total turnover at the end customer level of more than 34 billion euros (including tires and bodywork and excluding warranty work).

In the two-day Verona appointment of Quintegia from an idea of AsConAuto, to delve into the main theme “After-sales Generation,” more than 3,000 professionals and operators in the industry took part in 15 sessions of the Content Program, animated by more than 50 speakers and experts. In the Business Area, 48 companies and auto brands proposed novelties, projects and tools that can support change, address new business models and reinvigorate the sector, which, in its totality, employs 45,000 people in the maintenance and repair business (including bodywork and tires – estimates 2023).

“It is crucial today to accelerate on the after-sales front because, as our studies show, customers’ expectations are evolving along with their approach to mobility. Consumers increasingly expect personalized services and tailored solutions, and they are also showing a growing willingness to share information about vehicle use, as long as confidentiality is guaranteed. In parallel, the industry itself is undergoing profound transformations, including new motorizations and evolving distribution models, making after-sales a strategic pillar for companies’ economic sustainability. Investing in more fluid and sustainable processes, anticipating customer needs, is not only a competitive choice, but an opportunity to meet the challenges of a complex and dynamic market “ states Tommaso Bortolomiol, CEO of Quintegia.

“I am convinced that the industry entrepreneurs on the national territory, who have behind them critical moments experienced over the last 20 years, have found in this edition of Service Day a support that translates into a certainty: the possibility of satisfying the customer and seizing the opportunities that change imposes. We create services and we have important expertise: these are two elements that position us in a leading role, amidst the faltering sales of new cars and the ferment that used cars are experiencing, our ability to network as AsConAuto, and our collaboration with Quintegia find the realization of a project destined to grow ” states Roberto Scarabel, president of AsConAuto.

Quintegia presented industry-specific analyses and studies that offer concrete tools for develop taylor made strategies: the data of Service Customer Study 2024 related to the attitudes, needs, and preferences in after-sales services of dealer and repairer customers; and the enormous scope for the development of the industry through the evidence of “Aftersales Navigator – Present and Future of Aftersales for Dealers” where, through the perspective of dealers, needs, stimuli and guidelines were gathered that can support operators in understanding which business perimeter to move into and how to deal with the changes taking place in the industry.

As every year, the DealerSTAT 2024 award specifically for after-sales was given out: BMW was confirmed as the best brand in service according to dealers.