the smartphone-telematics mix created by manufacturers could potentially lock out independent aftermarket providers. That’s because some apps could be pro- grammed to direct customer data back to the manufacturers for customer insight and marketing. “Connectivity means the vehicle manu-
facturer is online with its product, and the independent service channel is offline. The apps are closed and proprietary. They rein- force the manufacturer brand value and their relationship gets even stickier. They are trying to extend their opportunities for maintenance, parts, and services. That puts the customer and aftermarket service pro- viders at a disadvantage when it comes to choice,” explained Auto Care Association’s Chief Information Officer Scott Luckett. The Auto Care Association is working in tandem with other trade organizations to advocate the aftermarket at many levels and make sure the industry is part of the telematics equation. Last year, the group created the Aftermarket Telematics Chal- lenge to identify and recognize the best commercial solutions that keep the vehicle and customer connected to the aftermar- ket supply chain. The group also formed an industry coalition, called the Aftermarket Telematics Task Force, to ensure the max- imum level of coordination and unity on how consumers and the aftermarket can benefit from telematics. The task force is taking a three-prong approach—policy, marketing, and technical. The policy arm aims to define the message to regulators that consumers own their data and have a right to choose where the infor- mation is sent. In addition, the aftermarket must have the same access to the same information as the OEMs. The marketing team is working on an aligned voice in the aftermarket on its challenges. The technical solution aims to make sure the telematics experience is safe for consumers. “We have to make sure this is an open
party and not a closed party. We’ll gasp initially and then adapt and innovate to ensure that consumers continue to have freedom of choice in their automotive deci- sions,” Luckett added.
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