After-sales service has become a crucial component of marketing strategies in today’s automotive market. It encompasses spare parts availability, service excellence, and customer care.
For a long time, car dealers primarily focused on sales, neglecting the value of after-sales services. This neglect led to a gradual erosion of car owners’ attachment to a particular dealership or brand as other after-sales solutions developed. For instance, when a vehicle’s warranty expires, many customers often seek services elsewhere, potentially impacting their future purchase decisions.
Meanwhile, when a customer purchases a vehicle, after-sales service (especially the availability of genuine spare parts and well-trained mechanics) ensures that products and services meet or exceed customer expectations. It plays a vital role in customer satisfaction and retention, leading to more loyal customers and an increase in brand
value. Also, a satisfied customer is likely to refer others, resulting in higher revenues for the dealership and strengthening the bond between the dealership and its customers.
A study by Hochschule Offenburg University backs this up, showing that workshop loyalty depends on after-sales service satisfaction (44.3%), brand image (10.4%), and culture (8.7%). It is evident that after-sales service satisfaction directly contributes to workshop royalty, which in turn, increases brand loyalty, ultimately leading to increased sales revenue and generating revenue to cover general expenses.
Major automotive players like GAC, Honda, Suzuki, Toyota, and Volkswagen have established their 3S (Sales, Services, and Spare parts) points globally. The main goal of emphasising after-sales service is to improve customer satisfaction, build brand loyalty in their target markets, and tap into the lucrative global automotive repair and maintenance services market, which is projected to reach $678.4 billion by 2026.
With its innovative approach to aftersales service, GAC Motor Nigeria is changing the narrative of how cars are cared for in Nigeria. By providing customers with the best aftersales service, spare parts support, and technical assistance, GAC is setting a new standard of excellence in the automotive industry.
GAC Motor Nigeria, committed to creating world-class after-sales facilities, has established GAC G-style after-sales facilities in strategic locations across Nigeria; one in Lagos, one in Abuja, and one in Port Harcourt, with sub-dealers spread across the country, with sub-dealers nationwide. These facilities offer customers an international
standard of servicing and maintenance, ensuring a premium experience.
The marque is also expanding its aftersales footprint across Nigeria with the launch of the 20 shops project. This project aims to develop aftersales facilities in almost every state in Nigeria, ensuring that customers have access to premium aftersales services nationwide.
At GAC’s aftersales facilities, customers are warmly welcomed by special service advisors who guide them through the service process. Here, they can monitor their car’s maintenance through a dashboard, enjoy refreshments, and even watch movies while their car is being serviced. Once the service is complete, the car is treated to an exquisite wash before being returned to the customer, ensuring a comfortable experience.
Additionally, the GAC is launching a mobile application that will allow customers to monitor their vehicle’s service maintenance, receive reminders for service appointments, chat with technicians directly from their phones and even request roadside assistance, all from their smartphones. This innovative approach demonstrates GAC’s commitment to changing the narrative of car care in Nigeria.
The brand’s commitment to providing world-class aftersales service is further evident in its spare parts support. Every spare part purchased in Nigeria is an original GAC spare part, ensuring quality and reliability. The marque is expanding its spare parts outlets to common areas like Ladipo and Isolo, making it convenient for customers to access genuine spare parts.
In essence, GAC Motors Nigeria is birthing a new automotive ownership experience with its world-class aftersales service and reaffirming its commitment to customer satisfaction, one milestone at a time.
Read more on GAC Group’s epic journey from zero to $13 billion
