May 2015 ASE Question of the Month

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Test 2015

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April 2015 ASE Question of the Month

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Capgemini tackles data analytics with new automotive insights laboratory

Capgemini has launched a new Automotive Insights Laboratory, a virtual lab that will use Big Data and analytics to help car manufacturers anticipate customer behavior. The service, part of the company's AutomotiveConnect offering, has already helped OEM clients improve customer targeting, boost warranty claims predictions and increase sales. It also could potentially impact the way automakers approach service.

"The industry needs to improve its ability to combine intelligence about vehicles and consumers to produce insights that can be actioned. Companies should, for example, be able to predict when a consumer will be looking to change their car, and what sort of car they are likely to buy," said Kai Grambow, global head of automotive, Capgemini. "Companies need to start treating data like the new oil powering this industry. Like oil, data can be difficult to find and extract, but becomes a hugely valuable asset once refined."

The lab uses data from macroeconomic trends, geographic habits, social media, and information provided from the manufacturers themselves to improve the development of business strategies, define customer service offerings and identify new opportunities. According to Capgemini, the lab has helped clients improve consumer profiling and targeting, renewal and loyalty, and enhanced predictions for pricing, demand and warranty claims.

According to Nick Gill, chairman of the global automotive sector at Capgemini, the Insights Laboratory evolved out of discussion about the influx of customer and vehicle data now available to automakers, and how to make the best use of it. "We are collecting all of this data to get to know the customer better, and collecting all of this intelligence from the car," Gill says. "What are we going to do with all of this massive, big data that we are going to collect?"

Automakers can approach the company with specific questions or problems, and have their own data mapped to economic and socio-demographic data, along with industry data from Edmunds, JD Power, and other sources. "We've been able to find some amazing things for several clients," Gill says. "In an industry where a one or two percent change is significant, we can come up with solutions that can influence results by as much as 10 or 15 percent."

Among the benefits experienced by clients using the service: campaign revenue increased through four-fold improved customer targeting; a 10 percent cost reduction via smaller target group sizes; doubling the accuracy of warranty claims predictions; and doubling or tripling of sales conversions via up-sell and cross-sell opportunities.

"You never have all of the data you want, but you often have more than you need," Gill says. "Many of our insights have come from public domain data. For example, we worked with an OEM on where to market electric vehicles. Just taking information about where people live, their environmental affinities, spending power, what types of houses they live in, all of these things influence the propensity for buying an electric vehicle. You can map that and not only say a certain type of person is likely to be a buyer, but you can focus on specific dealerships because of the qualities of the people living nearby."

So far, most of the projects have focused on the sales side: determining who might buy a new car, when they are likely to buy, and how much they would be willing to pay. Gill says that service is likely to be just as big an area of interest because it is a more predictable operation than sales.

"From the connected vehicle side, there are so many variables," Gill says. "If you have a problem, do you need to solve it immediately or defer it? You can develop some more menu-based services based on those client needs and consumer needs. There is a lot more we can do with the data on the service side that we are not doing today."

So far, telematics data has not played a large role, however. "There's actually very little communication between cars and hubs today," Gill says. "The insurance industry is probably doing more of it than the manufacturers. That's a wake-up call for the industry. I'm nervous that we may let the moment pass us by and other industries like insurance will seize the data opportunity ahead of us. Connected vehicles just aren't that connected today. Not many companies are leveraging that data a meaningful way."

The AutomotiveConnect line of offerings includes consulting, technology expertise and digital services. The Insights Laboratory is the key feature of the Connected Insights focus area, while the Connected Customer module helps manufacturers better segment their customers into the proper channels. The Connected Vehicle focus area keys in on telematics and consumer connectivity in the vehicle.

Gill says the auto industry will continue to grapple with data management as the number of vehicles on the road increases and the number of sensor points available expands.

"We're really at the beginning of a journey, and we're just now seeing what kinds of things we can do with the data," Gill says. "Most consumers are very happy these days to share data, as long as they trust the company and get a benefit from sharing the data. The industry can gain a deeper understanding of the customer and tailor services around that."


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Article Categorization
Automotive Aftermarket Technology
News: Distribution
Distribution News
Market Trend & Analysis
Article Details
<p>Capgemini has launched a new Automotive Insights Laboratory, a virtual lab that will use Big Data and analytics to help car manufacturers anticipate customer behavior. It also could potentially impact the way automakers approach service.</p>
<p>aftermarket, Capgemini, Automotive Insights Laboratory, Big Data, analytics, AutomotiveConnect, Kai Grambow, automotive service, warranty claims predictions</p>

Auto Care Association applauds FTC settlement with BMW on warranties

The Auto Care Association applauds the settlement announced by the Federal Trade Commission (FTC) against the MINI Division of BMW over its violation of the Magnuson-Moss Warranty Act.

As a result of official complaints to the FTC by the Auto Care Association and other organizations, the FTC has charged that BMW’s MINI Division violated the Magnuson-Moss Warranty Act by telling consumers that BMW would void their warranty unless they used MINI parts and MINI dealers to perform maintenance and repair work. 



“It’s against the law for a dealer to refuse to honor a warranty just because someone else did maintenance or repairs on the car. As a result of this order, BMW will change its practices and give MINI owners information about their rights,” said Jessica Rich, director of the FTC’s Bureau of Consumer Protection. 



The order also:

• bars BMW, in connection with the sale of any MINI Division good or service, from representing that to ensure a vehicle’s safe operation or maintain its value, owners must have routine maintenance performed only by MINI dealers or MINI centers, unless the representation is true and BMW can substantiate it with reliable scientific evidence; and

• requires BMW to provide affected MINI owners with information about their right to use third-party parts and service without voiding warranty coverage, unless BMW provides such parts or services for free.

“Our government affairs department has worked diligently to bring this matter before the FTC and, while it’s been long overdue, we are thrilled to see them finally take action against the clear-cut violation of the Magnuson-Moss Warranty Act perpetrated by BMW’s MINI Division,” said Kathleen Schmatz, president and CEO, Auto Care Association. “It is our hope that all vehicle manufacturers are now paying close attention to their communications with vehicle owners concerning their warranties.”

The Magnuson-Moss Warranty Act contains a provision that prohibits companies from requiring that consumers – in order to maintain their warranties – use specific brands of parts or specified service centers, unless the part or service is provided to the consumer without charge.


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Article Categorization
News: Distribution
Distribution News
News: Service Repair
News | Service Repair
Article Details
Auto Care Association
<p>The&nbsp;Auto Care Association&nbsp;applauds the settlement announced by the Federal Trade Commission (FTC) against the MINI Division of BMW over its violation of the Magnuson-Moss Warranty Act.</p>
<p>aftermarket,&nbsp;Auto Care Association, Federal Trade Commission, FTC, MINI Division of BMW, Magnuson-Moss Warranty Act, Kathleen Schmatz</p>

March 2015 ASE Question of the Month

Questions:1
Attempts allowed:Unlimited
Available:Always
Pass rate:75 %
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February 2015 ASE Question of the Month

Questions:1
Attempts allowed:Unlimited
Available:Always
Pass rate:75 %
Backwards navigation:Allowed
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Arnott extends lifetime warranty to products sold in European Union

Arnott Air Suspension Products, a leader in aftermarket air suspension products and accessories, is extending its exclusive limited lifetime warranty to the European Union.

Effective January 1, 2015, all new and remanufactured air springs, air struts, shocks, and coil spring conversion kits sold in the European Union are backed by Arnott's Limited Lifetime Warranty. The move marks another milestone in the company's worldwide growth.

Less than one year ago, Arnott Air Suspension Products opened a sales and distribution facility in the Netherlands, dedicated to providing the European Union with local sales and support, faster shipping, payment and bank transfers in local currencies, and an easier way for the growing EU customer base to return and sell air suspension cores to Arnott.

"Arnott's Limited Lifetime Warranty provides European Union customers with even greater peace of mind and enhanced investment protection," said Todd Nash, Senior VP of Global Marketing and Sales. "Arnott's Limited Lifetime Warranty is one of the most impressive in the automotive marketplace, exceeding that of the Original Equipment." 

Arnott Air Suspension Products also supplies new air suspension compressors to the automotive aftermarket, and these units will continue to be backed by a limited two-year warranty wherever they are sold.


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Article Categorization
International News
News: Distribution
Distribution News
Article Details
Arnott Air Suspension Products
<p>Effective January 1, 2015,&nbsp;all&nbsp;new and remanufactured air springs, air struts, shocks, and coil spring conversion kits sold in the European Union are backed by Arnott&#39;s&nbsp;Limited Lifetime Warranty.</p>
<p>Arnott Air Suspension Products, aftermarket air suspension products, air springs, air struts, shocks, coil spring conversion kits, European Union</p>

January 2015 ASE Question of the Month

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Attempts allowed:Unlimited
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Pass rate:75 %
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ASE’s Winter 2015 testing session will mark the debut of a brand new program – the L3 Light Duty Hybrid and Electric Vehicle Specialist advanced certification. We gave you a sample of what to expect in last month’s ASE Question of the Month and thought we’d do a follow up this month to mark the event.

 

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December 2014 ASE Question of the Month

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Attempts allowed:Unlimited
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Pass rate:75 %
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A new ASE certification will become available in 2015 – the L3, or “Light Duty Hybrid/Electric Vehicle Specialist”. For testing, the L3 will use a Certified Reference Document rather than a composite vehicle as some other advanced automotive certifications do. Are you ready to add this new certification to your credentials? Let’s try a sample!

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