The automotive retail landscape across Asia-Pacific (APAC) is undergoing significant transformation. With the region’s diverse mix of mature and emerging markets, rapid digital adoption, and shifting consumer expectations, automotive retailers must adapt quickly to stay competitive. At the heart of this change is the intersection of technology, customer experience, and regional nuance, factors that are shaping the future of how vehicles are bought, sold, and serviced.
A region ripe for innovation
The appetite for innovation in APAC is strong. As consumers increasingly expect seamless, omnichannel experiences, automotive retailers must respond with solutions that blend the convenience of digital tools with the value of human interaction. The rise of Gen Z, a digitally native consumer group expected to dominate by 2030, will only accelerate this shift.
In countries like Vietnam and Indonesia, where the median age is under 30, digital self-service is becoming the norm. Buyers expect their car-buying experience to mirror that of e-commerce platforms: fast, flexible, and personalised. In contrast, mature markets like Japan still rely heavily on traditional processes, with many retailers using legacy systems and prioritising in-person interactions.
The power of personalisation
Customer experience has become a defining competitive advantage across the region. As industries like banking and aviation set high expectations for personalised service, automotive retailers must rise to the challenge. Digital solutions that enable tailored communications, loyalty programs, and personalised aftersales care are now essential, particularly in markets where brand loyalty and convenience play a decisive role.
Retailers who succeed will be those that deliver excellence both online and in person, meeting customers wherever they are in the journey. Whether it’s allowing self-service booking for aftersales appointments or delivering white-glove showroom experiences, the future lies in combining high-tech with high-touch.
Aftersales: A strategic revenue driver
As OEMs continue to explore direct-to-consumer (agency) models, traditional dealerships are being redefined. In this environment, aftersales services take on increased importance—not just as a customer retention tool but as a major revenue stream. Retailers are now investing in tools that help make service departments more efficient, profitable, and digitally integrated.
Platforms that automate service bookings, streamline parts ordering, and personalise post-sale communications can turn aftersales into a growth engine. This is especially vital as vehicle ownership becomes more accessible across emerging economies, increasing demand for long-term service and support.
Watch our recent Service Hub webinar on demand to learn more about how you could be maximising your aftersales profits.
