Construction Equipment Dealers Must Evolve Services to Compete with Online Giants

Dealers must expand their online services to meet changing customer expectations and compete against new online suppliers. COVID-19 rapidly accelerated changes in the construction industry in terms of digitalization. Doug Hundt, president, Industrial, Vermeer, cited one estimate that the industry went through roughly 10 years’ worth of change in a period of just 18 months. “I think all have had customers order parts online, seek information in a different way digitally, salespeople communicating virtually with customers,” he said while participating in an OEM panel at the annual AED Summit in Las Vegas earlier this year. “I don’t think those habits are going to change… because it is about efficiency and productivity.” Rather, Hundt expects this rate of change to continue as customers recognize the type of efficiency they can gain and information they can obtain. This could have a profound effect on the customer/dealer relationship. “It’s still a relationship business,” he stated. “At the end of the day, it is still a people business.” Yet, there are risks as new and highly savvy online suppliers like Amazon, eBay and Alibaba gain prominence in the industrial market space. READ FULL ARTICLE>>