Can manufacturers meet the growing demands of the aftermarket?
The right to repair movement is gaining momentum, and manufacturers are facing mounting pressure to provide easier access to spare parts and repair instructions. However, traditional aftermarket experiences often fall short, leaving customers frustrated and resulting in lost sales. In this report, we delve into the challenges faced by manufacturers and explore insights from DIY and professional repairers. Join us as we uncover how manufacturers can improve the aftermarket experience, satisfy customers, meet sustainability goals, and drive greater revenue.
Our research reveals a significant gap between manufacturers and customers in the aftermarket.
- Only 15% of consumers are able to find the parts they need directly from the manufacturer, with the majority turning to ecommerce sites and search engines.
- Professional repairers face even greater challenges, experiencing order errors on every fifth purchase.
- The most pressing demand from both DIY and professionals is for manufacturers to make it easier to accurately identify parts.
Right to Repair and its impact
The sustainability agenda is shaping the manufacturing industry, driven not only by consumers but also by businesses and governments. Right to repair legislation is being implemented worldwide, emphasising the importance of longer-lasting products and access to spare parts.
Our research shows that consumers are motivated to repair products to avoid unnecessary waste, with a quarter of them willing to pay over 50% of the product price for a spare part. Manufacturers must adapt to these changing expectations.
Identifying Parts: The Biggest Challenge
One of the main hurdles faced by repairers is the difficulty of identifying the necessary parts. Both DIY and professional repairers struggle to find the right components, leading to increased demand on customer service teams. Over 80% of consumers and 52% of professionals admit to encountering difficulties in this area. To enhance the aftermarket experience, manufacturers must prioritise making parts identification simpler and more efficient.
Ordering Parts: The Roadblocks.
Even after identifying the required parts, repairers often face obstacles when placing orders directly with manufacturers. Nearly 40% of DIY repairers describe the experience as difficult to impossible.
Moreover, a significant number of errors occur during the ordering process, affecting a substantial portion of professional repairers. These challenges lead to lost sales opportunities and decreased customer satisfaction. Manufacturers must streamline the ordering process to eliminate errors and improve efficiency.
The Cost to Manufacturers and Lost Revenues
Manufacturers are not only burdened by the costs of rectifying ordering errors but also face significant revenue losses due to customers resorting to alternative sources. A mere 15% of consumers find spare parts directly from the manufacturer, while 59% of professional repairers order from non-manufacturer sources.
Easier availability and quicker access drive repairers away from manufacturers. By providing a seamless aftermarket experience, manufacturers can reclaim lost revenues and strengthen their position.
The aftermarket landscape is evolving rapidly, driven by sustainability goals and the right to repair movement. Manufacturers must adapt to meet customer demands, streamline the aftermarket experience, and embrace digital solutions. Interactive 3D technology, like Partful's immersive parts catalogue and repair solution, empowers manufacturers to transform the customer journey. By prioritising accurate parts identification, direct ordering, and user-friendly work instructions, manufacturers can inspire brand loyalty, reduce errors, and unlock significant growth in parts sales.
More insights and results discovered through our research are available via our full research report. Download the full report to know more about:
- How much revenue OEMs are losing to third-party sellers and marketplaces such as Amazon, eBay and more.
- Requests from consumer and professional repairers for OEMs to make ordering parts a more pleasant experience for them.
- How much repairers are willing to pay for parts and why.
- Preferred solutions that repairers are asking for that can put you above the competition.