As emerging OEMs introduce increasingly complex vehicles, it's clear that there is no one-size-fits-all solution to setting up a service infrastructure. They will likely look to create a hybrid approach in which they can select external service providers, mixed with their own service centres, and manage it all through a central platform. This allows the OEM to quickly offer customers in new markets a single brand experience, while staying in control of service quality, costs and warranties.

Fixico, the digital pioneer revolutionising car repair management, stands at the forefront of shaping a smarter, interconnected marketplace for automotive care. To empower businesses with data-driven repair decisions while enhancing driver journeys. At the helm of this innovation is Boris Koster, Business Development Director at Fixico.

In this exclusive Q&A session, Boris Koster sheds light on the crucial role of after-sales services for emerging electric vehicle OEMs in Europe. He explores Fixico's strategies, from an expanded network of EV-certified repairers to a flexible platform accommodating various service providers. With a focus on instant access, Fixico ensures seamless service, addressing the pressing need for immediate support across evolving markets.

#LEVS: How do you perceive the role of after sales services, specifically repair and maintenance, in shaping the competitive landscape for emerging electric vehicle OEMs in Europe?

#Boris Koster: Aftersales services will become one the most important drivers of success for new EV OEMs. As these new OEMs compete not only with each other but also with established legacy OEMs that are increasingly introducing EV models, it becomes essential for them to focus on providing seamless service journeys alongside attractive vehicles.

When customers require maintenance or body repairs for their electric vehicles, they expect quick and convenient service without having to wait for weeks or travel long distances. To address this challenge, new OEMs need to make strategic decisions when developing their service infrastructure to make the journey as seamless as possible.

As emerging OEMs introduce increasingly complex vehicles, it's clear that there is no one-size-fits-all solution to setting up a service infrastructure. They will likely look to create a hybrid approach in which they can select external service providers, mixed with their own service centres, and manage it all through a central platform. This allows the OEM to quickly offer customers in new markets a single brand experience, while staying in control of service quality, costs and warranties.

#LEVS: Considering the diversity among EV manufacturers, each offering distinct models and requiring specific spare parts, could you elaborate on the strategies or innovations your company is pursuing to ensure a seamless and efficient after-sales experience for EV consumers in Europe?

#Boris Koster: To accommodate and service these modern vehicles, workshops need to adapt and make substantial investments in advanced equipment and dedicated EV training. Workshops that quickly adapt to this trend can gain a competitive edge, positioning themselves as early specialists in EV services.

This trend necessitates a more sophisticated and specialised service allocation approach. In having access to the capabilities of individual repairers/service shops, an advanced system can be established where you filter for repairers/service shops that are competent in handling the specific type of damage or vehicle.

That’s where Fixico comes in. We started off as a platform that connects the supply and demand side of car services, and overtime we have evolved into a fully fledged customisable platform and marketplace that supports businesses of all kinds in better managing and allocating their repairs. In this past year, we expanded our platform furthermore to support the entire aftersales service management needs of EV OEMs entering Europe.

As our main focus has been on the platform itself, we realised that it’s already capable of so much more than just connecting damages with suitable repairers. Our expanding network of EV-certified repairers and flexibility to onboard any other service providers of the OEM’s choosing allows for a turnkey set-up whereby customers of new car brands can get top-quality service instantly.

#LEVS: In your view, what critical factors will differentiate successful EV OEMs in terms of their after sales services, considering the evolving customer expectations and the technological advancements in electric vehicles?

#Boris Koster: A key factor will be regular over-the-air (OTA) software updates. These updates enhance vehicle features, fix bugs, and improve performance, meeting the expectations of tech-savvy EV customers. OTA updates also reduce the need for physical service visits, offering greater convenience to customers.

Another key differentiator will be seamless connectivity for real-time diagnostics. This enables remote troubleshooting, minimising vehicle downtime, and preemptively identifying maintenance needs. This saves time both for customers and service centres.

Collaboration with third-party service providers for specialised repairs and maintenance also enhances the quality and efficiency of services. These strategic partnerships expand the OEMs’ service network and ensure high-quality services and customer convenience.

#LEVS: What specific products and services will Fixico be showcasing or presenting to the audience attending the London EV Show?

#Boris Koster: Fixico will be showcasing its aftersales solution tailored for EV brands and their customers across Europe. Central to this offering is a digital platform which enables streamlined, user-friendly service journeys. Customers can effortlessly navigate through various service options, book appointments, and receive updates in real-time.

Additionally, our EV aftersales solution allows for ‘instant access’ to the suppliers of the services EV customers need, reducing wait times and enhancing overall satisfaction. Instant access is particularly critical in the EV sector, where new OEMs struggle with setting up a sufficient service network to provide new customers with immediate support across markets. As Fixico works with a network of over 3,000 certified and high-tech body repair shops across Europe, and we allow OEMs to onboard other service providers of their choice, we are able to offer flexible and comprehensive services straight away.

We're looking forward to connecting with new OEMs at the London EV Show, as we can assist them in managing and building their aftersales infrastructure. Our solutions are also highly relevant for fleet or claims operators, as they align closely with Fixico's core expertise in digital repair management.