Connected Service for the Connected Customer: The case of PSA Group

incadea.dms: An Internationally Endorsed Dealer Management System for the PSA Group Dealer Network PSA Group: Delivering a Innovation is personalized customer PSA Group the cornerstone Facts & Figures experience in the of value creation showroom and beyond Founded in 1976 The PSA Group’s success is based on more than two The PSA Group is committed to delivering a centuries of industrial experience, fueled by passion customized and optimized experience throughout €54 bn revenue in 2016 for innovation and the everyday pursuit of excellence. the whole customer journey. Following a personalized In the years to follow the introduction of one of the service approach and focusing on the customer, PSA Production centres & first automobiles in the world in the late 19th century, 16 listens carefully, addresses the customers’ needs, and 15 Powertrain sites PSA continued to leverage its technology expertise provides qualified guidance. and became one of the leading innovators in the 10.000 dealerships . & approved repairers An essential prerequisite to delivering a Customer- centric experience is ensuring that the dealerships More than Strengthening and expanding the international 3 mio vehicles have the capability to manage customer and vehicle sold worldwide in 2016 business in recent years, today the Group comprises data efficiently and easily. To achieve this, PSA of the renowned European brands , , 170.000 employees launched a number of initiatives spanning the whole DS Automobiles, and Vauxhall. worldwide in 2016 business, including a DMS strategy program called IC@N for its subsidiaries and importers.

The key objective of the strategy is reducing the diversity of dealer management systems in use throughout the markets. This allows the reduction of the needed number of interfaces to the OEM systems, simplifying the IT landscape of the Group. By utilizing this approach, the company facilitates smooth roll-outs of business programs in the future.

2 Global Customer Overview | PSA Group www.incadea.com 3 incadea: Authorized, A dealer management global DMS partner system customized for for the PSA Group the PSA Group

In 2014, the PSA Group selected incadea as a global incadea Footprint VOICE OF THE CUSTOMER The PSA International Make Layer (IML) includes DMS software vendor to cover Peugeot and Citroën in the PSA world "We needed a system for the interfaces between the DMS and the PSA Group’s Automobiles networks. Under this agreement, long-term and incadea was standard systems for service, parts, finance and incadea developed a full integration layer based on considered the most adequate vehicle management. These integrations streamline 19 Countries solution. incadea offers us a its dealer management system (DMS), incadea.dms. data exchange and improve data quality, reducing comprehensive, integrated, but flexible solution suitable manual workload and allowing employees to have incadea.dms is a powerful, comprehensive dealer 200+ Dealers to our needs" more time for meaningful customer interactions. management software solution covering the needs Federico Cubaiu of automotive retail. Based on the world class ERP Internal Control and Customer 4800+ Users platform Microsoft Dynamics NAV, incadea.dms Satisfaction | Automagenta, Italy Service Parts • CS/SB v13 • Speeder v4.1.1 supports the management and optimization of all • Service Pad • Parts Master v2.2.5 • Labor Master • Logistic Spare Parts key processes in a dealership. • NETEQC v2.2.5 • Warranty Payment (SAGAI) • APM v1.3 63 With the Role-Tailored Client (RTC), dealership PSA IML Finance Vehicles employees receive a unique user experience, Customization and Refeco • DIALOG development in: • OPV 2.10 optimized for their specific tasks and supporting 4 areas • Vehicle Master 13 systems them in their daily work. The system provides 5 3 innovative collaboration and productivity tools, enabling seamless cooperation and complete transparency among dealership areas and functions.

Service Parts Vehicles International endorsement for • Service Manager • Parts Manager • Vehicle Sales Manager • Service Advisor • Parts Purch. & Inv. Mgr. • Vehicle Sales Assistant incadea.dms and incadea.bi • Service Assistant • Parts Sales Person • Vehicle Sales Person • Workshop Controller • Parts Picker • Small Business • Parts Warehouse Aftersales 55 Clerk 3 Finance Retail Shared • Accounting Manager • AP Coordinator CRM Service •AR Coordinator Marketing • HR Manager • Bookkeeper & Contact Mgr. • IT Manager • Cashier • IMM Associated 5 1 Dealer 3

4 Global Customer Overview | PSA Group www.incadea.com 5 Synergies from An integrated dealer incadea’s established management system cooperations in the VOICE OF THE CUSTOMER meeting the PSA automotive industry "One of the other reasons why Group’s needs we chose incadea.dms is that it's Microsoft-based and therefore is Business Benefits fully integrated and easy to use >Seamless exchange of business data so that everybody's needs are met and we manage the company in VOICE OF THE CUSTOMER due to integration of related IT systems, the right way. e.g. customer and vehicle information Business Benefits "We recently went live with I should stress in particular that >Less implementation effort: standard incadea.dms and are very happy with the solution. incadea.dms >Simplified processes by connecting it is a really integrated system, it processes and system components can be eliminates all the Excel files which is a modern solution with a user- various third-party applications to the DMS used without major adjustment to meet means that we are more efficient friendly interface and aligns with through incadea’s open integration platform and we can manage our company functional and technical local requirements the Automotions in a perfectly streamlined way" Peugeot vision" >More time for the customer due to >Time and cost savings due to the Henk Visscher Peter Baan less time spent on manual data entry and Owner / Director | Visscher standard rollout procedure across different Director Aftersales | Automotions Autogroep, the Netherlands Peugeot, the Netherlands maintenance markets and customer interactions

6 Global Customer Overview | PSA Group www.incadea.com 7 incadea GmbH St.-Martin-Str. 61, Munich, 81669 | Germany +49 89 69 33 80, +49 89 69 33 81 99 [email protected] www.incadea.com