Science Matters Insights with Piermichele Robazza, Solution Lead – Aftersales, Urban Science®

As businesses continue reopening across the United States, questions loom regarding the impact of the COVID-19 pandemic on the aftersales market. Early projections made for pent-up service demand once restrictions relaxed have not materialized. Rather, demand for service continues to mirror traffic on the road, and business lost during the depth of the pandemic is not expected to be recouped. However, this crisis, like many that have come before, provides an opportunity to introduce changes, and the dealer and OEMs willing to embrace these changes will come out stronger for the future. As we monitor and study the lasting effect that COVID-19 will have on the industry, here are some observations worthy of consideration.