Auto Repair Shops Embrace Omnichannel Strategy

Digital technology is revolutionizing the automotive aftermarket, opening up new opportunities for companies that adopt a customer-centric approach and adapt their skills to manage the growing complexity of vehicles, components, and services. In this evolving landscape, retailers can no longer afford to overlook the significance of an omnichannel strategy.

Repair Services

According to a report by Global Market Insights, the global market for automotive repair and maintenance services is projected to grow from $685 billion in 2021 to $950 billion by 2028. Major trends like vehicle electrification and service digitalization will disrupt existing value chains, paving the way for new digital-native players to connect cars, customers, and services in innovative ways.

Since electric vehicles have fewer moving parts that wear out and derive much of their value from software and connectivity services, auto repair shops must adapt. Their core competencies—mechanical repairs and parts—will become less relevant in the future.

As customers increasingly rely on automated systems and recommendations for their vehicle services, repair shops must prioritize digitalizing the customer experience to stay relevant to future car users.

Larger repair chains are well-positioned to benefit from these market changes, having established a strong reputation for reliable and quick service at low cost. Now, they must take it a step further by refining and digitalizing the customer experience.

Norauto

Norauto, the European leader in auto parts and maintenance services, has partnered with Orisha Commerce to enhance the customer shopping experience in its centers and advance its omnichannel strategy. Part of the Mobivia Group, Norauto has over 650 centers worldwide and has selected Orisha Commerce POS as its new point-of-sale software.

The primary reason for adopting Orisha Commerce was its flexibility, which seamlessly adapts to Norauto’s service-oriented business model. According to Xavier Marvaldi, Digital Leader at Mobivia:

France, Norauto’s largest market, is the first to standardize Orisha Commerce POS software as its technological platform for omnichannel commerce across Europe. The next step of the project will be the gradual rollout of Orisha Commerce in all Norauto centers outside of France.