Objective and Scope:

The client, a global consulting firm, required Benori to benchmark the technologies and software used by the online used car platforms across selected markets, with in-depth information related to:

• Technologies and related software used for the entire customer journey and interface for selecting digital used car platforms
• Digital tools comparison across the value chain, including inspection, evaluation, chatbot, pricing, auction, connected devices, and online recommender, along with the associated cost and development time, wherever applicable

Approach:

We conducted extensive secondary research and in-depth primary interviews with senior technology executives working in used car companies to understand the technologies involved across the value chain. We provided insights on digital tool interventions while sourcing and retailing a car, emphasizing user interface/user experience (UI/UX), front-end and back-end frameworks and languages, APIs, security layers, and data sources.

Impact:

Our research helped the client in:

• Gaining an understanding of the technologies and software involved in various stages of the customer journey while buying or selling a used car, along with their after-sales support and communication
• Benchmarking the key players based on the used-car platform for their digital tools’ adoption across the value chain
• Understanding the technology enhancements pre and post-COVID