The world around us has shifted immensely and it has now become clear that many of these changes are semi-permanent. Labor shortages, economic challenges, and supply chain issues aren’t going away any time soon. OEMs and dealers need to accept and embrace these changes and redefine their business and operations – now.  Embracing this change is the theme of this years’ Service Outlook.

The first section of the Service Outlook will level set where the industry is now, and where it will be two years from now. The focus will be on how the industry is growing, and how high sales pricing may impact aftersales.

From there, we will move into what service operations look like in a constrained environment. We will dive into what the lasting structural impacts will be regarding staffing, part delays, and customer concerns. Then we will cover specific ways COVID has reinvented the service business, and how OEMs can thrive in this environment.

Our last section of the Service Outlook will focus on how EVs will impact the service lane. Specifically, our focus will be on the customer experience and how the industry must evolve to meet changing customer profiles. We will lay out what a typical EV customer looks like today and how that may change with wider spread adoption, and how OEMs can get ahead of this shifting customer.