Based on its recent analysis of the automotive diagnostics aftermarket, Frost & Sullivan has recognized Launch Tech USA with the 2016 North American Frost & Sullivan Award for Customer Value Leadership.
Each year, Frost & Sullivan presents its Frost & Sullivan Customer Value Leadership Award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company’s inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately customer base expansion.
Launch Tech USA was awarded for offering a comprehensive product portfolio of automotive diagnostics tools for independent maintenance and service providers. Competitively priced for small businesses, Launch Tech USA’s portfolio includes handheld diagnostic scan tools such as the Android-based PAD II and telematics devices such as GOLO CarCare.
“Increasingly complex OEM vehicle designs with a high penetration of electronics systems are challenging independent automotive diagnostics service providers,” said Frost & Sullivan Research Analyst Anuj Monga. “Given the intense competition in the aftermarket, it is also critical for service providers to be able to reach out to customers conveniently, through local distributors, mobile vans, or brick and motor locations.”
Launch Tech USA, through its value-adding vehicle diagnostic solutions for aftermarket service providers, leverages its strong technological know-how, a thorough understanding of customer needs and a competitive pricing model. According to the firm, the company was among the first to supply easy-to-use, Android-based handheld diagnostics tools with the flexibility to support many different applications and works with industry participants such as Matco Tools, MAC Tools, Cornwell Tools, AutoZone, NAPA Diagnostic Solutions, CARQUEST and Advanced Auto Parts.
In addition, Launch Tech USA’s in-shop channel utilizes mobile distribution operated by franchisees/distributors of mobile tool distribution companies to help it establish direct contact with customers. This enables the company to provide the additional information, training and support required to enhance overall customer satisfaction, which underscores the company’s capabilities with respect to customer acquisition.
The firm also noted that Launch Tech USA has a huge asset in its human capital. Its strong service network provides reliable and widespread customer support through highly experienced field support executives in every state, a product support hotline and online forums hosted on its website. The company ensures that its services are easy to access, and its employees are knowledgeable and helpful. It also supports automatic software downloads from its own servers to help customers upgrade their systems easily. Its products make it easy for customers to understand vehicle designs and share relevant information with their mechanics.
“The positive ownership and service experiences of customers have helped Launch Tech USA retain its edge, despite facing competition from much larger companies,” said Monga. “Even amid numerous product launches in the OBD II market, mostly from startups catering to similar customer segments, Launch Tech USA stands apart by taking the customer ownership experience to a different, more personalized level.”
The North American vehicle diagnostic tool market will see growth at a compound annual rate of 13.6 percent over the next five to seven years as service centers invest in new equipment and training programs to meet consumer expectations. New products, especially telematics solutions such as GOLO, are likely to provide Launch Tech USA with the opportunity to grow and even exceed these high estimates.
Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research.
