Unlocking the Future of Connected Vehicle Services Insights and Strategies for OEMs

Connected vehicles are reshaping the automotive industry, offering new opportunities for original equipment manufacturers (OEMs) to generate revenue and improve customer experiences. A recent study by Concentrix, the Auto Connected Services Perceptions Study, reveals a potential revenue gap of $568 billion by 2035 if OEMs do not adapt to evolving customer expectations and technology trends. This post explores how OEMs can close this gap by adopting connected vehicle services powered by platforms like Salesforce Automotive Cloud and integrated solutions such as Genesys Cloud.

The Growing Importance of Connected Vehicles

Connected vehicles are no longer a futuristic concept. They are becoming standard features in new cars, enabling real-time communication between vehicles, drivers, and service providers. These capabilities allow for enhanced safety, convenience, and personalized experiences. For OEMs, connected car services represent a significant revenue stream beyond traditional vehicle sales.

The challenge lies in how OEMs can monetize these services effectively without complicating the customer experience. The Concentrix study highlights that subscription and usage-based models offer a practical path forward. These models provide flexibility for customers and steady income for manufacturers.

How Salesforce Automotive Cloud Supports Connected Vehicle Services

Salesforce Automotive Cloud plays a crucial role in helping OEMs deliver connected vehicle services that meet customer expectations. This platform centralizes data from vehicles, customers, and service providers, enabling seamless interactions and personalized experiences.

By integrating Salesforce Automotive Cloud with Genesys Cloud, OEMs can offer:

• Seamless customer support through robust telephony and digital channels

• Scalable service delivery that grows with customer demand

• Real-time data insights to tailor offers and improve service quality

  
  

This combination allows OEMs to manage connected car journeys efficiently, from onboarding new customers to handling service requests and renewals.

Practical Steps for OEMs to Close the Revenue Gap

OEMs ready to move beyond discussions about connected services need clear, actionable steps. Here are some practical strategies:

• Adopt subscription and usage-based pricing to provide flexible options that appeal to different customer segments.

• Simplify customer experience by integrating service platforms that reduce friction and offer consistent support.

• Leverage data analytics to understand customer behavior and tailor services accordingly.

• Collaborate with technology partners like Concentrix and Genesys to design and operate connected service journeys at scale.

• Pilot new service models in select markets to gather feedback and refine offerings before wider rollout.

  
  

These steps help OEMs build connected vehicle services that generate revenue while enhancing customer loyalty.

The Role of Concentrix in Connected Vehicle Services

Concentrix brings deep expertise in designing and managing connected vehicle service journeys. Their Auto Connected Services Perceptions Study provides valuable insights into customer expectations and market opportunities. By partnering with Concentrix, OEMs gain access to proven strategies and operational support to launch and scale connected car services.

Concentrix’s Connected Care Platform (CCP), powered by Salesforce Automotive Cloud and integrated with Genesys Cloud, offers a comprehensive solution that addresses both customer experience and operational efficiency. This platform supports:

• Personalized customer engagement

• Efficient issue resolution

• Subscription management

• Scalable service delivery

  
  

OEMs can rely on Concentrix to help bridge the revenue gap while delivering connected vehicle services that customers value.

Looking Ahead: Connected Vehicles as a Revenue Driver

The future of connected vehicle services is promising but requires OEMs to act decisively. The $568 billion revenue gap identified by Concentrix represents both a risk and an opportunity. OEMs that embrace subscription and usage-based models, supported by platforms like Salesforce Automotive Cloud and partnerships with Concentrix, will be well-positioned to capture this value.

By focusing on customer experience, operational simplicity, and scalable technology, OEMs can unlock new revenue streams and strengthen their market position. The time to act is now, with clear strategies and trusted partners guiding the way.

Join The Webinar