JOHANNESBURG, South Africa – 9 September 2025
Carla Seppings, CEO of Bidvest Automotive, recently shared her insights into the rapidly evolving South African automotive retail landscape during a Cars.co.za podcast ahead of Cars.co.za DealerCon 2025. Her perspective underscores a profound industry shift towards a ‘one-stop-shop’ model, catering to the demands of increasingly time-conscious, data-savvy consumers who seek convenience, diversity, and transparency.
The Rise of Seamless Customer Experiences
Seppings highlighted that customer behaviour is decisively shaping the way vehicles are bought and sold. Modern consumers expect a seamless, end-to-end purchasing journey—one where trust in their investment and clarity on vehicle integrity are non-negotiable. She drew a compelling comparison, suggesting that the online car-buying experience should aspire to the efficiency and reliability of platforms like Checkers 60/60 for groceries, where speed, safety, and simplicity define the transaction.
Accelerating Digitalisation Amid Integration Challenges
Bidvest Automotive has demonstrated what’s possible with accelerated digitalisation, recently cutting the time from customer interest to purchase to just two hours in a controlled test. Yet, Seppings acknowledged that achieving truly next-level digitalisation requires deeper system integrations, including complex interactions with government platforms such as Natis. These integrations, while time-consuming, are essential to uphold consumer confidence and deliver a smooth online purchasing experience.
Despite the growth of online-first interactions, Seppings emphasised the enduring importance of physical dealerships, especially for pre-owned vehicles where customers value hands-on inspection. Processes such as Natis verification, engine testing, and comprehensive reporting remain vital in fostering trust, reinforcing the indispensable role of dealerships as tangible touchpoints in the customer journey.
Consistency, Trust, and Transparency: The Cornerstones of Mobility
For Seppings, the ideal customer journey is built on consistency, trust, and transparency. She called for multi-sector collaboration as the driving force behind the industry’s transformation, noting that while dealers may pursue differentiation individually, the challenges faced are shared collectively. Her vision is for the industry to evolve into a fully integrated mobility ecosystem, capable of delivering tailored solutions that propel South Africa forward.
Responding to New Trends and Consumer Needs
Seppings highlighted several emerging trends shaping the modern dealership:
- Energy Mix: Customers are exploring diverse powertrains, from traditional internal combustion engines to electric and hybrid options.
- Ownership Models: Leasing and alternative ownership models are gaining traction alongside conventional purchasing.
- Pricing Variety: Flexible pricing options reflect varied financial capabilities and preferences.
- Alternative Fuel Sources: Dealerships are beginning to explore fuels beyond petrol and diesel.
“There is a car for every customer and a customer for every car,” Seppings remarked, encapsulating the breadth of options available and the need to match buyers with vehicles that meet their unique requirements.
She also offered an operational insight: each dealership operates as multiple businesses under one roof—typically encompassing new and used vehicle sales, servicing and aftersales, finance and insurance, and parts and accessories. The challenge lies in delivering a consistently high-quality experience across these varied units.
Championing Inclusivity and Women in Automotive Leadership
Seppings acknowledged the growing influence of women in automotive leadership, highlighting the industry’s strides towards greater inclusivity—a theme particularly resonant during Women’s Month. Awards such as the Motoring Women of the Year celebrate the contributions of female dealer principals, sales managers, and other leaders, reinforcing the sector’s commitment to diversity and progress.
As the South African automotive industry accelerates into an era defined by digital innovation, collaboration, and consumer-centricity, Seppings’ insights offer a clear blueprint: prioritise trust, transparency, and seamless mobility solutions while embracing inclusivity and operational excellence.
