RENAULT UK / P11 Manufacturer mulls shift to ‘hub & spoke’ network SUBARU UK / P38 Distributor may terminate a quarter of sites AUTOMOTIVEAUTOMOTIVE MANAGEMMANAGEM DIVERSITY / P43 www.am-online.com Novembervember 22019019 ££8.008.00 Make your future talent searches more inclusive
‘I BELIEVE IN TAKING RISKS’
ANTON KHAN – SW CAR SUPERMARKET / P24 Automotive management LIVE SHOW PREVIEW / P56 Ad_081019_PRINT.pdf 1 09/10/2019 08:36 adRocket
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FP_AM_Ad081019PRid4056885.pdf 10.09.2019 09:41 EDITOR’S LETTER
ust hours before this issue of AM went to press, I heard some frank views on Brexit from Mr Johnson. No, AM wasn’t privy to a phone call from Number 10. It was Peter Johnson, the current chairman of the Retail Motor Industry Federation and former chairman of Marshall Motor Holdings and chief executive and chairman of Inchcape. He described the likely consequences of a ‘hard Brexit’ as “dire” for the industry and consumers. Johnson repeated his appeal to get a deal done and quickly, and J said the continued delays have been unacceptable. The adverse effects of uncertainty are businesses holding back on investments, he said, and more consumers holding back on spending. His view corresponds with those of many dealers and manufacturers I’ve chatted with this month. Trading has gotten tougher. But in tough times, managers must pick out the positives and keep their teams motivated. It’s hard to do when budgets have tightened and costs are being scrutinised, but you must celebrate the little wins and recognise good performance. Then whatever emerges from the current turmoil can be tackled resolutely by a full team effort.
MEET THE TEAM
Tim Rose Tom Sharpe Stephen Briers Jeremy Bennett Editor News and Editor-in-chief Head of digital/ features editor associate editor
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FP_AM_406849id3965181.pdf 10.07.2019 13:35 56 Automotive Management Live preview
CONTENTS
UP FRONT INSIGHT
06 News insight 24 Face to face: SW 33 10 minutes with... 38 Brand values: 14 News digest Car Supermarket Gavin White Subaru UK Chief executive Anton Khan The Autotech Recruit MD Distributor IM Group says it 16 Market intelligence on the benefit of taking explains how its temporary may terminate a quarter of 21 Opinion risks and why he wants his contractors help ease its current dealers on its supermarkets to offer a technician shortages and route to becoming a new car experience at a why it is moving into 100-site network selling TALENT used car price longer-term recruitment 10,000 cars a year
90 New HSE rules on SPOTLIGHT: FINDING FUTURE TALENT workplace stress investigations 44 What are the 47 Diversity from 53 Overcoming 91 People on the move benefits of D&I? day one the barriers 94 A growing body of study Well worded job ads, Motor retailers are Eight questions to... upgraded facilities and increasingly making Dave Rose, dealer says diversity and inclusion internal networks all help progress on diversity recruitment and (D&I) policies are just good boost minority and inclusion, but a lot development manager business sense representation remains to be done SsangYong Motor UK SHOWROOM
82 Kia XCeed 86 Long-term reports am-online.com NOVEMBER 2019 5 NEWS INSIGHT ARNOLD CLARK TOPS ONLINE AUDIT OF UK MOTOR RETAILERS Faster load times, better SEO and functioning ecommerce are key to motor retailers’ success online, says first full analysis of UK dealer groups and car manufacturers
rnold Clark has Earlier this year, Eddie Hawthorne, CAR MANUFACTURER WEBSITE DIGITAL MATURITY RANKINGS emerged as the Arnold Clark’s chief executive, most ‘digitally told AM that the retailer now POSITION BRAND SCORE % SALES POSITION A mature’ of the UK’s employs almost 100 software and 25 biggest fran- website developers as part of a 1 Honda 82 17 chised dealer groups, according to large digital department based at the results of the motor retail its Glasgow headquarters. 2 Mini 81.5 14 sector’s first digital audit. He said the move to being more 3 BMW 77.5 5 To assess car retailers’ digital digital-savvy had been ongoing for marketing prowess, Manchester- more than five years and demanded 4 Toyota 74.8 8 based digital marketing and consul- a change of working environment 5 Porsche 74 26 tancy specialist Kagool analysed 10 and recruitment to attract the right areas: mobile optimisation; talent to the business, but added it 6 Vauxhall 73.5 3 customer service; content; email had allowed it to be “master of our 7 Ford 73.3 1 marketing; search marketing; own destiny”. social media; website speed; ecom- Stoneacre said it has sought to 8 Volkswagen 73.3 2 merce; video; and utility. empower its individual dealer loca- 9 Peugeot 72 11 Arnold Clark topped the census tions to engage with customers on with a score of 71.3%, followed by social media via the centrally 10 Mercedes-Benz 71.3 4 Peugeot (70.3%) Stoneacre (69.5%) managed Sprout Social platform. 11 Nissan 71 7 and Citroën (67.8%). The PSA Group Charlotte Stevens, one of the brand websites, Peugeot and Thorne-based group’s two social 12 Land Rover 70 12 Citroën, were included due to their media managers, told AM that 13 Volvo 69.5 19 links to Robins And Day Retail. traffic to Stoneacre’s websites from Facebook in Q1 alone had reached 14 Citroën 69.5 19 92% of the level for 2018 as a whole SOON, and had increased by more than 15 Renault 68 16 DIGITAL 1,000% year-on-year. 16 Alfa Romeo 66.3 33 Lead generation from the social NATIVES media site grew by 3,300% for the 17 Audi 65.5 24 group, meanwhile, delivering 18 Dacia 65.3 6 WILL 90,000 aggregated followers across DOMINATE IN its 66 branches on Facebook. 19 Škoda 64.5 13 Stevens said: “This gives us a 20 Seat 64.3 15 BUYING higher fans per branch value than 13 out of 16 of the companies POWER… TO ranked higher than Stoneacre in the Vertu Motors, TrustFord and recently as a maximum acceptable COMPETE, AUTOMOTIVE AM100.” Listers Group were the only retail loading time by John Mueller, Goog- groups to miss out on a top score. le’s webmaster trends analyst. DEALERSHIPS MUST NEED FOR SPEED Kagool scored Cambria Automo- “Impatient audiences are likely Kagool’s report cited Google biles’ website top (9.5/10) for speed, to continue their customer journey CONSIDER HOW TO market research, stating that 98% with a loading time of just on a competitor’s site”, said MAKE THEIR PRODUCTS of smartphone owners say they use 0.5 seconds. Kagool’s report. their mobile to search for informa- A further five groups (Harwoods, ACCESSIBLE, tion and, of those who buy products Stoneacre, Listers, Group 1 Auto- EMBRACE ECOMMERCE online, 40% do so via a mobile motive and Arnold Clark) tied in Kagool’s analysis urged car AFFORDABLE AND phone. second place with a score of retailers to move fast to join the FRONT OF MIND TO Mobile readiness appears to have 8.5-out-of-10. race to better meet customers’ been addressed by the vast majority Kagool’s report found that just six urge to buy online. THIS AUDIENCE of dealer group websites, with 88% of the dealership websites analysed It said: “Overall, the top UK of the 25 scoring full marks for loaded within 1.5 seconds, within automotive dealerships we looked CRAIG JOHNSON, KAGOOL mobile optimisation. the ‘two-second threshold’ cited at didn’t show signs that ecom-
6 NOVEMBER 2019 am-online.com send us your news If you have any news stories you’d like to let us know about email us at [email protected]
DEALER DIGITAL MATuRITY RAnKInGs
PoSITIon DEALER SCoRE % AM100 RAnKIng (2018) PoSITIon DEALER SCoRE % AM100 RAnKIng (2018)
1 Arnold Clark Automobiles 71.3 4 14 Harwoods 57.5 2
2 Peugeot (Robins & Day) 70.3 14 15 Jardine Motors group 56.8 8
3 Stoneacre 69.5 17 16 Listers group 55.5 13
4 Citroën (Robins & Day) 67.8 14 17 TrustFord 55 10
5 JCT600 63.3 12 18 Motorline 53.8 24
6 Lookers 61.8 3 19 Swansway group 52 18
7 group 1 Automotive 61.2 9 20 Rybrook Holdings 50.5 21
8 John Clark Motor group 61 16 21 greenhous group 48.8 15
9 Renault Retail group 60.5 20 22 Mercedes-Benz Retail group 46.3 11
10 Park's Motor group 60.3 19 23 Cambria Automobiles 45.3 23
11 Marshall Motor Holdings 60 7 24 Allen Ford group (Supergroup) 44 22
12 Inchcape Retail 59.8 5 25 Pendragon 41 2
13 Sytner group 58.8 1 26 Vertu Motors 33.3 6 merce was a considered feature of tested in its first Automotive It said: “The 21 organisations that automotive dealerships are ignoring their digital strategy. Dealerships Digital Census had are utilising paid advertising gain an the benefits of email marketing “Automotive audiences want to performed “relatively well”, there average of 82,900 additional visits to completely, it said, with eight engage digitally, yet big industry were clear opportunities for their websites monthly.” scoring just five-out-of-10 for their names like Arnold Clark and improvement. Other areas where retailers came use of the medium. Lookers are still signposting their Among the key areas identified for up short were in the online provi- Reiterating its warning about the website visitors to contact them car retailers to improve their online sion of utilities, such as online changing demographics of the car in-store.” presence is a better understanding service booking or a customer market, Kagool said: “Soon, digital The report stated that millennials of search-based marketing, portal requiring a log-in. natives will dominate in buying would account for 40% of the auto- including content that prioritises Just Lookers, Inchcape and Group power and it is crucial dealerships motive market by 2020, “giving search engine optimisation (SEO). 1 embraced this concept, which know who they are marketing to. them undeniable buying power”. Using key search terms and Kagool said created opportunities This audience has grown up with “This majority segment are digital answering car buyers’ common for users to return to “review their subscription services, budgets and natives, which will influence how online search questions on a saved searches and other docu- a wealth of information from a quick automotive dealerships must frequently asked questions (FAQs) ments and then convert to a sale”. Google search. communicate and sell their products. element of the website can boost Email marketing was another “To compete, automotive “Dealerships must reassess their results in this area, along with an commonly identified shortcoming. dealerships must consider how to approach now or risk falling behind investment in pay per click Kagool said email produces 174% make their products accessible, and becoming out of touch.” advertising (PPC). more conversions than social affordable and front-of-mind to this Sytner, Arnold Clark and Lookers media, on average, with 58% of audience now.” TOM SHARPE CoMMon SHoRTCoMIngS were the best performers in this millennials stating email as their n To access Kagool’s Automotive Kagool’s head of digital marketing area, according to Kagool, but 23% preferred way for companies to Dealerships Digital Census, visit strategy, Craig Johnson, said while of the dealerships researched were contact them. https://info.bekagool.com/ some of the automotive companies not investing in PPC at all. However, 69% of the top 25 UK automotive-dealerships
OEM CEnsus
Honda was the top-placed manu- down was in ‘content’, with just marketing. However, this is over- maximum marks available. facturer brand in Kagool’s study. Vauxhall, Toyota, Honda, Volvo, looked by a lot of the top 40 UK The census said just 5% of the 40 It achieved an overall ‘digital Porsche and Bentley deemed to automotive brands.” brands were selling direct to maturity’ score of 82% and was have enough engaging material on Meanwhile, when ranked in customers, but added that its followed by Mini (81.5%), BMW their products to warrant a 10. terms of their ecommerce offering, scoring methodology also valued (77.5%) and Toyota (74.8%). Kagool said: “55% of marketers Peugeot, Land Rover, Mini, Dacia the provision of “additional prod- Surprisingly, one of the areas in say blog content creation is a top and Mitsubishi emerged as top ucts or aftercare services to build a which manufacturer brands fell priority for their inbound contenders, each scoring the better view of their consumers”.
am-online.com november 2019 7 NEWS INSIGHT MOTOR RETAILERS ‘ARE MORE TRuSTEd ThAn ThEy ThInk’ Large majority of car-buyers have confidence in dealer’s point-of-sale finance products, but online change is coming, finds Startline Motor Finance study
large proportion of consumers still rely Why do you feel it is important as a customer that you visit a car shoWroom on dealers to help as part of the car-buying process? A them get finance to purchase their car, and research suggests they want to continue doing so. 1st choice 2nd choice 3rd choice Despite the growing variety of sources available to consumers for See the vehicle their car funding, including personal contract hire (PCH) from leasing Test drive the companies and bank loans, most vehicle buyers are confident that they are getting the right finance product for Talk about finance their needs at the dealership. Only one in 10 lacks confidence Ask questions and that the dealer they are buying from get advice will recommend the ideal finance product for their personal needs, Talk about contradicting many of the negative part-exchange press headlines of the past 24 months relating to dealers’ sales of See accessories motor finance. “The industry beats itself up a bit Find out about more about its perceived reputation, options, such as extended warranties particularly around used car sales,” said Paul Burgess, the chief 0% 10% 20% 30% 40% 50% 60% 70% 80% executive of Startline Motor Finance. “We think the industry has seen a lot of change over the last few years and I believe regulation has brought a greater degree of scrutiny of what quantitative survey of dealers, will be Asked whether the FCA may this is improving, partly due to FCA businesses are doing. Technology revealed by Startline at Automotive require dealers to encourage regulation. Dealers suggested that has helped, and some of the old Management Live on November 7 at consumers to shop around from the large, regulated industries such as practices have been driven out. Birmingham NEC. point of sale, Burgess said this would retail banking and pension provision “There appears to be a disparity The consumer study found that be a step too far, and many dealers were seen to be more professional between how the industry some- 72.3% of potential buyers still look to tend to trade with a panel of lenders in their approach to customer times feels it is perceived and the dealers for information when they’re with fixed APRs to ensure they are service than motor retailers. degree of trust that the consumer in the market for a used car, with the giving customers fair outcomes. “Many motor dealers don’t make shows in the real world. They clearly carmaker the second choice But he does believe that dealers sure finance packages are correct have a high level of confidence in the at 55.7%. have some way to go to streamline for the customer, but I would say advice that they will be offered.” Burgess said there is a perception their own online customer journey. that’s improving,” said a senior Startline Motor Finance has among many consumers that it is Startline’s research showed more manager at one franchised commissioned APD Research to easier to arrange finance while they than two thirds of consumers would dealership. Interviewees said too conduct a three-phase study into UK are buying the car, and they are be confident in arranging their motor many dealers do the bare minimum attitudes to vehicle funding. AM has willing to pay a little bit more to get finance online, and 88% still want for compliance and consider been granted exclusive access to the the transaction done conveniently. dealer involvement in doing so. regulation an imposition. findings of the first two phases – “PCP and the monthly payment Regarding compliance from their in-depth qualitative interviews with mentality or behavioural shift just The qualiTaTive findings current lenders, franchised dealers motor retail senior executives, and a makes the process much more Franchised and independent dealers believe these are now better survey of 300 car buyers – and the streamlined in the customer’s mind,” believe the motor industry has had a organised and have committed final phase, the findings of a he said. poor reputation, the study found, but resources to meeting compliance
8 November 2019 am-online.com SEND US YOUR NEWS If you have any news stories you’d like to let us know about email us at [email protected]
WHERE DO YOU FEEL THAT THE CAR FINANCE IF YOU ARE OFFERED A FINANCE PACKAGE BY A CAR INDUSTRY CURRENTLY LIES IN COMPARISON DEALER OR ONLINE SOURCE, HOW CONFIDENT WOULD WITH THE BEST ONLINE RETAIL EXPERIENCES? YOU BE THAT IT MATCHED YOUR PERSONAL NEEDS?
A long way ahead Very confident
Slightly Confident ahead Neither About the same Not very confident Slightly behind Not at all confident A long way Don’t know behind 0% 5% 10% 15% 20% 25% 30% 35% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Not at all confident 5% Not needed 3.7% profits. “It costs us a fortune – we Not confident 5.3% need to have a presence on various platforms as well as the internet, Limited Completely and we invest in pay-per-click and value social media and clever digital confident 8% 19% marketing,” said one dealer. Another said: “Finance rates have Neither HOW CONFIDENT Essential suffered because of competition confident THINKING OF HOW YOU from online, direct lenders including nor not 37.3% WOULD YOU BE IN MIGHT BUY A CAR banks.” Independent dealers were confident nostalgic for the days of walk-in 19.30% ARRANGING CAR ONLINE, HOW IMPORTANT FINANCE SUCH AS A DO YOU SEE THE ROLE OF customers, and felt email enquiries YOUR LOCAL CAR DEALER could often be time-wasters. HP, PCP OR A LOAN, Most dealers said they believed IN THE PROCESS? ONLINE? only a very small proportion of current customers would be willing Nice to have to click and buy online, unless online 51% offers become stronger. Few Confident retailers enable it at present, instead 51.3% providing online finance offers that replicate their physical sites. Yet most plan to develop the facility over the coming years, and all believe full requirements, but there is concern quickly should a customer be negatively by many dealers. In online order purchase and delivery that customers can be put off by the rejected by a prime lender. allowing consumers to shop around is coming. detail and formality of the process. Independents also worked with sub- and begin their purchase online, Online brokers were keen to move Independents felt there was too prime lenders. franchised dealers felt it negated the to fully digital processes, in contrast. much focus on compliance, and Being customer-focused and showroom visit, and they expect But they complained they were resented those rivals that were prepared to meet individual needs more future online developments forced to move at a pace dictated by “cutting corners”. was regarded as important by most that may increase cost or affect the regulator. TIM ROSE The online brokers interviewed of the franchised dealers. Some believe they service their customers suggested that visible consumer better than other areas of the motor credit scores, akin to the motor finance sector because they have finance model in the USA, would designed customer relationship benefit the dealer in proposing Automotive management and compliance into finance most appropriately. their processes without the Other tools seen as critical were management hindrance of legacy systems and products with flexible payment outdated practices. periods and consistent rates, and LIVE The study confirmed that a typical near-prime lenders with PCP finance panel for franchised and products and good acceptance independent dealers consists of a rates. Full findings of the research will be available from Startline Motor Finance handful of prime lenders plus one or The influence of technology on at Automotive Management Live on November 7. Visit them on stand B6. two near-prime lenders to respond consumers’ decisions was viewed am-online.com NOVEMBER 2019 9 adRocket LIVE ON THE EDGE
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19723 - EDGE 4 OEM Audi ad Automotive Management 297 x210mm English.indd 1 2019/09/20 15:03 FP_AM_19723EDGE4id4038674.pdf 09.20.2019 16:30 NEWS INSIGHT SENd uS youR NEWS If you have any news stories you’d like to let us know about email us at [email protected] French brands PLanning network shake-uPs Renault insists it will keep dealer numbers in ‘hub and spoke’ restructure as Citroën predicts market slump of up to 25% will lead to multi-franchise sites
Vincent Tourette, Karl Howkins, managing director, managing director, Renault UK: ‘The idea Citroën UK, believes is that each territory is new car and van sales given to a partner‘ in the UK will fall by 10%-25%
enault UK is consid- just more than 2m units, similar to its Tourette said: “The idea is that each making, and sales fell to almost ering plans to annual level during 2008’s recession. territory is given to a partner and this 50,000 units. restructure its Howkins said 2019 has already partner will, together with us, opti- Tourette added: “What we want to R dealer network in a been “a hell of a year” for the industry mise the coverage in this area. do is better adapt our offer and ‘hub and spoke’ and he does anticipate dealer failures “This gives scale to our partners in services to the needs of our model to better meet the needs of its across the industry. the long term and different formats in customers.” customers, managing director There are already vulnerable sites terms of better adapting to the needs At Citroën, Howkins conceded that Vincent Tourette has told AM. in the Citroën dealer network. of the area – the needs in London are NFDA scores show dealer morale is This would see the country divided Average return on sales for the whole not the same as those in Scotland, low, but said this is understandable into 60 to 65 territories and Renault network is just 0.1% and half of the for example. when they are not making much working with a partner in each one to dealerships are at breakeven or are “If you are buying a car, you are money. tailor the network to their needs. loss-making. The top quartile is prepared to drive a bit, but you need Many dealers must raise their The French brand has insisted that making about 2% return on sales. to have servicing facilities closer to game, he said. He said he was it is not looking to reduce the size of For many struggling sites, your home or workplace. frustrated by visiting dealerships its 144-site network, however. structural costs or headcount are too “Also, the usual dealership with all where ringing phones were not News of its plan came as Citroën high for the revenues they are able activities and bricks and mortar costs answered, and customers were not has told its UK dealers that their to achieve, he said. a lot, so we are working on having looked after properly. Some dealers future lies in sharing sites with other “For our dealers to be successful, something more agile and less costly are not maximising their opportuni- car brands if they are to survive. you have to be multi-franchised,” for servicing, but closer to the ties from used car sales either, In a frank discussion with AM, said Howkins. customer and better in meeting he added. Citroën UK managing director Karl Citroën has already relaxed some their needs.” “I want dealers to survive,” said Howkins said he fears the country is demonstrator requirements and has Tourette said Renault doesn’t want Howkins. But he does foresee the heading for recession and hard reduced minimum showroom size to to reduce its number of sites because Citroën UK network “contracting Brexit, and the carmaker’s scenario three cars for some locations. it did that in 2012, and thinks its naturally”. modelling suggests new car and van At Renault, Tourette said its market current network size is “there or “We’ve been through worse. We sales in the UK will fall by at least 10% area strategy would bring it in line thereabouts”. In 2012, it removed a will get through it again. We’ve got and possibly as much as 25%. with manufacturers such as BMW/ third of its then 190-strong dealer to be agile, quick and make sure the That would send the current total Mini and Mercedes-Benz, which network, which was struggling to business is in good shape in terms of industry annual volume of about already operate a similar ‘hub and make money as Renault’s sales finances and products,” he said. 2.68 million cars and vans down to spoke’ system in parts of the country. declined. Half of its dealers were loss- TIM ROSE & ANDREW RYAN am-online.com November 2019 11 adRocket
FP_AM_071019NetDid4056886.pdf 10.09.2019 09:42 adRocket
FP_AM_071019NetDid4056474.pdf 10.09.2019 09:11 NEWS DIGEST ADVERTISING FEATURE THIS MONTH’S NEWS HIGHLI Create compelling OCT content to match 18 Pendragon to shut 22 Car store suPermarkets Pendragon announced plans to close 22 of its Car Store used car supermarkets and one vehicle preparation centre after search criteria detailing a £32.2 million underlying pre-tax loss in its H1 2019 financial results. Share prices dipped to their lowest level this By Carol Fairchild, commercial director, CitNOW decade (9p) as the group reported its plans, which may result in 1,300 job losses, according to AM sources. Relevance and quality, rather than price, are now driving consumer vehicle search, making digital assets more important than ever. In August, Auto Trader changed its algorithm to display the most relevant matches first. No longer is the lowest-priced vehicle displayed on top – instead, the list is determined by the search criteria, bringing it more in line with the wider retail sector. The new sort order will also prioritise high-quality, asset-rich listings. 20 williams grouP oPens bmw/mini/Jlr manChester site Relying much more heavily on vehicle content, the Williams Group claimed to have brought together “blue chip” brands onus is on retailers to provide as much information BMW/Mini and Jaguar Land Rover (JLR) for the first time ever with as possible, including a full description, detailed the opening of its new £41m flagship car dealerships located directly spec, high quality imagery and video walkarounds. adjacent to Manchester’s Intu Trafford Centre. The group said the With these improvements, search is easier and more 14.5-acre site “met exacting requirements for a prominent location”. compelling for the car buyer and they are more likely to see high-quality ads and vehicles that best reflect their wish list. Auto Trader found leads delivered to retailers using this approach rose 10%*. 24 VardY: 50% of sales online bY 2023 This new relevance-led search, however, puts Peter Vardy expects to complete 50% of its car sales online by 2023 after crediting retailers under added pressure to create and a focus on used car sales and aftersales upload asset-rich, complete listings quicker than for profit growth in 2018. The group ever. If not, they risk not being able to compete with reported that its earnings before interest, the considerably more detailed ads with high- taxes, depreciation and amortisation quality assets that fully match the car buyer’s (EBITDA) reached £10.75m last year. criteria – thus falling down the rankings. Overcoming the hurdle of simultaneously displaying a vehicle on the physical and digital forecourt is CitNOW Web. Integrated with a wide 25 Vw dismisses exeCs’ alleged market maniPulation range of sales and classified web platforms, Volkswagen Group said allegations that chief executive Herbert including Auto Trader, retailers can capture and Diess and chairman Dieter Pötsch were guilty of market manipu- lation were “groundless”. The senior executives were formally upload a vehicle’s digital assets within two hours charged in Brunswick, Lower Saxony, on September 24, over while meeting both manufacturer and dealer image allegations they intentionally failed to inform investors early guidelines. The latest features of the Web app enough about the dieselgate emissions scandal. Former group include all-new integrations and soon-to-be- chief executive Martin Winterkorn was also charged. released automatic background replacement – giving dealerships the ability to replace image backgrounds with a clean, consistent backdrop in seconds. anCaster takes on bluewater hYundai franChise Visitors to Automotive Management Live can find Ancaster Group is taking on the franchise for Hyundai Motor out more at CitNOW’s stand, C14, and discover UK’s former Rockar-operated store at Bluewater Shopping just ways to bring the physical and digital showroom over a month after Motorline announced its withdrawal closer in alignment at its masterclass session. citing viability concerns. *https://trade.autotrader.co.uk/search-improvements/ Ancaster Group managing director, Stephen Wood, said: “We have a long-term business plan that features Hyundai as a key contributor to our ongoing growth.”
14 NOVEMBER 2019 am-online.com in detail adVeRtiSinG FeatURe HLIGHTS To view the full story go to am-online.co.uk/news Use augmented
CArWoW CroWdfund hIts £2m In less thAn An hour 27 reality to make Carwow achieved its £2m crowdfunding target less than 60 minutes after opening the 28-day offer allowing customers and car retail partners to claim a stake in its future. Investors next-level videos showed enthusiasm for the online business just days after its 2018 financial results revealed a 201% rise in pre-tax losses to By Iain Nickalls, director, eDynamix £15.9m as revenues rose 28.1% to £19.6m (2017: £15.3m). In a short space of time, video has nov become commonplace in the dealer world. Customers now expect to ImperIAl CArs opens BrIstol pdI Centre 03 receive a video of their vehicle as Imperial Cars’ new part of the health check process. The 10.3-acre car prepara- video will normally include a tion centre opened with the aim of read- technician pointing to and discussing ying 3,500 used vehi- any issues that have been identified and will be cles for sale each accompanied by a list of concerns for the customer month. The independent group said it had experienced to refer to. “exponential growth” and suggested the opening of the new These videos can often be confusing to many preparation centre, in Royal Portbury Docks, Bristol, customers due to lack of understanding of what is demonstrated it is showing “no signs of stopping”. being highlighted to them, even if the camera is pointing directly at the concern and the technician is eloquently explaining it. InChCApe pulls out of ChInese mArket Building on the recent release of AutoCue, which Inchcape announced its withdrawal from the Chinese car retail scripts the technician’s introduction on screen, market with the sale of its Lexus, Porsche and Mercedes-Benz eDynamix have taken the simple video concept and dealerships in the country. The move is part of a 16-site disposal operation, including dealerships in Australia and the UK, which enhanced this with augmented reality to create a should generate more than £150m. It also sold Inchcape Fleet more immersive and self-explanatory visual Solutions to Toyota for £100 million. experience for the customer through Augmented Concerns. 04 Concerns identified during the health check can be dropped onto videos to highlight the issue to a customer, what it relates to and what state it is in. Augmented Concerns will be visible as a technician walks around the vehicle and remain attached to the item as the video pans away. Augmented Concerns don’t remove the need for technicians to adequately explain an issue, they only enhance what is being highlighted through visualisation, creating a better and clearer InspIrIng AutomotIve Women AWArds 2019 – the WInners understanding for the customer. The motor retail sector’s top female employees were Augmented Reality is now very much part of the recognised at the UK Automotive 30% Club’s Inspiring Automo- everyday lives of millions of people around the tive Women Awards 2019. Employees from Burrows Motor Company, Jardine Motors Group, JCT600, Marshall Motor world and by including AR in customer videos it not Holdings and TrustFord were among the winners – see only provides a richer and more intuitive experience, am-online.com/InspiringAutomotiveWomen2019 for full list. but it means that you are planning for the expectant n Read AM’s diversity-themed feature section starting on P43. millennials who will soon be buying and servicing their vehicles more frequently with you. n sytner, Arnold ClArk And vertu post 2018 groWth Call us on 0845 413 0000, visit edynamix.com, Sytner Group and Vertu Motors followed Arnold’s Clark’s positive 07 or email [email protected] 2018 financial results announcement. Arnold Clark reported a 6.5% pre-tax profit increase and 7.9% turnover growth for the year as Sytner reported a 7% increase in turnover and 14.2% rise in pre-tax profit. Vertu’s turnover increased 5.6% as pre-tax profits rose 4.9%. n AM will publish full statutory figures for the AM100 in December.
am-online.com NOVEMBER 2019 15 MARKET INTEL
NEW CAR REGISTRATIONS A-clAss gives Mercedes A stellAr septeMber
But Ford falters after Focus and Fiesta sales slump, while WLTP issues rumble on for VW
or most of this year, we have been saying that monthly falls of a Mercedes-Benz A-Class couple of per cent are not too registrations were 11,000 F serious. It may seem perverse higher year to date, when compared with the same therefore, to greet a rise of 1.3% in period in 2018 September registrations with a warning that this figure is more worrying. The underlying issue is that September 2018 was a terrible month for car registrations because so many models were in short supply due to the WLTP emissions tests. Comparing September 2019 to September 2017 gives a better perspective on the true situation – registrations were down 19.5%, which is a serious fall in anybody’s language. At a manufacturer level, Ford had a mixed September. Its market share was down to 9.5% for the month, and 10.1% YTD. However, VW had a terrible September, with a market share of just 5.7%, so Ford did increase the gap between first- and second-placed manufacturers. Not that Ford can feel anything other than concerned – the Fiesta is down 18.7% YTD, while the new Focus is being outsold YTD by the old Golf and is fewer than 2,000 units ahead of the Mercedes A-Class. Slightly surprisingly, the one Ford that is doing well is the Ecosport, which is up 14.1% YTD fallen by 3.2% over the past year, which is slightly one percentage point separating YTD share of and is only just behind the segment-leading worse than the overall market. BMW must be seventh-placed Toyota, on 4.7%, and 10th-placed Vauxhall Mokka. That presents an interesting hoping that the new 3 Series/4 Series and a new Hyundai, on 3.7%. problem for the new Ford Puma crossover, which version of the A-Class-rivalling 1 Series can give The feelings of each of those brands about their is about the same size – can it add significant the marque a boost next year. However, the once current sales are probably somewhat mixed. numbers to Ford’s total sales rather than just all-important 3 Series/4 Series product lines now Toyota will be relieved that it has resumed its place cannibalising sales of the Ecosport? only account for 26% of total BMW sales, so their as the leading Asian brand, in line with its position In third place, Mercedes had a stellar September ability to move the dial is not what it once was. in most markets. However, it will be concerned that (helped perhaps by the shortage of Audis – see Between Mercedes and BMW comes Vauxhall, the new-model momentum will soon be with below), hitting 8.9% market share for the month, which fell to 8% for September and 7.4% YTD. Nissan, thanks to the next-generation Juke and and 7.5% YTD. Mercedes now has an advantage of Vauxhall will say it is waiting for the new Corsa to Qashqai. In Formula 1 terms, Toyota has made its about 8,000 units over BMW YTD, which should be lead a recovery. While it is true that a new super- pit stop and has a small lead, but Nissan is about enough to ensure that Mercedes finishes 2019 as mini is an important car for Vauxhall, the days when to get new tyres that are expected to lap a lot faster. the UK’s largest premium brand for the second a big-selling supermini could dramatically change Kia is probably the happiest company of the four successive year. In 2018, Mercedes finished 200 a company’s market share are probably over. at present. It is outselling both Nissan and its own units ahead of its arch-rival, so the three-pointed- Today, crossovers are such an important part of the parent, Hyundai – that must be making for some star is the brand with momentum. The main market that the new Corsa is unlikely to transform interesting conversations back at Hyundai-Kia HQ contributor to this success is the new A-Class, Vauxhall’s sales figures. in South Korea. Nissan must be worried that its which is up 36.1%, equating to an increase of more In sixth place, Audi had a very bad month (3.7%), forthcoming new models will not make enough than 11,000 units. just like parent VW, so one has to assume that VW progress to enable it to get back to the 6%-plus In contrast, BMW is struggling slightly (at least by Group is still suffering from WLTP-related issues. market share it enjoyed until 2018 – the competition their exceptionally high standards). A market share The rest of the Top 10 is made up of the four large has become a lot tougher in the crossover space YTD of 7.1% is still excellent, but registrations have Asian brands tightly bunched together. There is only since then.
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16 NOVEMBER 2019 am-online.com Sponsored by
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By Richard Jones, models with the largest registrations increase ytd managing director, Black Horse
PERCENTAGE INCREASE I commented last month that 36.14% 184.3% 14.2% 50.86% 85.2% 21.98% 39.78% 80.54% 35.80% 25.49% September was likely to be 12,000 an interesting month and it did not let us down. SMMT 10,000 figures released at the start of October looked positive, with a 1.3% year-on-year 8,000 increase for the month of September. However, this needs to be read in the 6,000 context of September 2018 being more than
VOLUME INCREASE 20% down on the prior year as a result of 4,000 the implementation of WLTP. Registrations in September 2019 were broadly in line with 2,000 those experienced in September 2008-2011, and 25% below levels achieved in 2015-16. Mini Vauxhall BMW X3 Uncertainty around Brexit is customers’ main MercedesA-Class Volvo XC40 Ford Focus VW T-Roc VW Tiguan Evoque Dacia Duster Range Rover Grandland X Countryman concern and it is significantly impacting upon car sales. Additionally, September van registrations were almost 25% down on fastest-growing major fastest-falling major the same month last year, indicating a significant slowdown in the corporate brands* ytd sePtember brands* ytd sePtember markets also. There has, however, been good news too, as we have seen growth in all electric 40% Honda Fiat Nissan Hyundai Audi vehicle (EV) and alternative fuel vehicle 0% (AFV) registrations. They now account for 30% 8.7% of registrations YTD, up from 6.2% this -5% time last year. It is great to see customers 20% taking up cleaner energy options, and within -10% the automotive industry we have a powerful role to further support the Government’s “Net 10% Zero” agenda. An interesting area for focus -15% is the renewed role fleets could play in 0% driving EV adoption and, in doing so, -20% Seat Mini reversing company car fleet decline over Dacia Volvo Citroën time as EVs scale up. * Brands with at least 1.0% market share Within the personal space, it is about education – we find many customers remain Hyundai will also have mixed feelings: a ably leads its segment from the Mercedes GLA. confused or have range anxiety, which is generation ago, 3.7% market share would have However, the Discovery is down again (-22.4%) hindering their decision-making processes. seemed like a dream, but share has slipped and YTD is only 226 units ahead of the Range Over the coming years, we will see vast from 4% YTD 2018, and Hyundai is a company Rover. If it falls any further, it will become Land changes as the Government improves the that expects constantly rising market share. Rover’s slowest-selling model – not great for necessary infrastructure, and we can help Among the mid-table brands, the biggest what used to be the marque’s heartland model. to alleviate myths and provide reassurance winners have again been Volvo (up 18.2% YTD) What happens in the rest of the year is to customers. and Seat (up 8.9%). Unsurprisingly, the growth completely out of the hands of the car industry. As announced in September, Glasgow will is down to new crossovers – the Volvo XC40 has As we go to press, it is anyone’s guess as to what added more than 7,000 units YTD, and now will happen with Brexit. All we know is that the host a United Nations climate change outsells the Audi Q3 and BMW’s X1 and X2, reputable Institute for Fiscal Studies is warning summit next year, known as COP26. Our while the Arona, Ateca and Tarraco are all that a hard Brexit would see the annual UK industry has a pivotal role in supporting the doing very well for Seat. budget deficit hit an eye-watering £100 billion UK to be at the forefront of climate change Speaking of crossovers and SUVs, Land within 18 months. That would certainly not discussion and I am excited about the Rover slightly increased share from 3.2% to encourage confidence among car-buyers. opportunities that are in store for us. 3.3% thanks to the new Evoque, which comfort- DAVID FRAnCIS
TEVER IS AROUND THE CORNER. blackhorse.co.uk/abetterway
am-online.com NOVEMBER 2019 17 MARKET INTEL Sponsored by
NEW CAR REGISTRATIONS
September Year-to-date September rise was Marque 2019 % market 2018 % market % 2019 % market 2018 % market % share share change share share change below expectations Ford 32,522 9.47 33,326 9.84 -2.41 188,124 10.10 206,103 10.79 -8.72
September’s new car market was up just 1.3% Mercedes-Benz 30,398 8.86 30,161 8.90 0.79 140,484 7.54 137,766 7.21 1.97 year on year, despite expectations of significant BMW 27,834 8.11 27,940 8.25 -0.38 131,906 7.08 136,312 7.13 -3.23 growth over the WlTP-induced slump of new 1 Vauxhall 27,403 7.98 28,847 8.51 -5.01 137,229 7.37 143,656 7.52 -4.47 car deliveries in September 2018. The Society of Motor Manufacturers and Volkswagen 19,632 5.72 16,283 4.81 20.57 157,040 8.43 157,685 8.25 -0.41 Traders (SMMT) said this was in “stark Toyota 17,858 5.20 19,091 5.63 -6.46 86,881 4.67 85,742 4.49 1.33 contrast” to other major European markets that grew by double-digit percentages. UK 2 Kia 16,386 4.77 16,299 4.81 0.53 80,185 4.31 78,726 4.12 1.85 consumers are having to contend with more Hyundai 14,418 4.20 16,102 4.75 -10.46 68,669 3.69 75,798 3.97 -9.41 expensive new cars, due to foreign exchange issues, and dealers report challenges in 3 Nissan 13,745 4.00 16,827 4.97 -18.32 75,007 4.03 85,200 4.46 -11.96 converting PCP customers into new models Land Rover 12,791 3.73 12,827 3.79 -0.28 60,713 3.26 60,304 3.16 0.68 without significant payment hikes. Growth was driven by the fleet sector, which Audi 12,741 3.71 13,797 4.07 -7.65 113,254 6.08 124,101 6.49 -8.74 was up 8.6%. Meanwhile, private demand Mini 12,691 3.70 10,082 2.98 25.88 50,743 2.72 49,425 2.59 2.67 remained stable, up 0.1%, while business registrations declined by 44.8%. Renault 11,814 3.44 10,074 2.97 17.27 47,986 2.58 49,777 2.61 -3.60 Peugeot 10,918 3.18 11,070 3.27 -1.37 64,536 3.47 65,586 3.43 -1.60 Škoda 9,202 2.68 7,390 2.18 24.52 58,570 3.15 58,105 3.04 0.80 1 VaUxhall Outsold by two premium brands, it Volvo 8,803 2.56 8,461 2.50 4.04 44,348 2.38 37,506 1.96 18.24 ended September with 1,444 fewer sales (5% down). But its Corsa, on run out as it Seat 8,216 2.39 5,281 1.56 55.58 54,995 2.95 50,490 2.64 8.92 is due to be replaced at the end of the Mazda 7,600 2.21 6,704 1.98 13.37 33,324 1.79 32,696 1.71 1.92 year, became the UK’s best seller in September, with 11,921 registrations. Citroën 6,863 2.00 7,991 2.36 -14.12 42,518 2.28 41,455 2.17 2.56 Jaguar 6,052 1.76 7,047 2.08 -14.12 29,364 1.58 28,675 1.50 2.40 Honda 5,535 1.61 7,271 2.15 -23.88 36,176 1.94 44,176 2.31 -18.11 Fiat 4,765 1.39 5,851 1.73 -18.56 24,870 1.34 29,182 1.53 -14.78 Dacia 4,300 1.25 2,470 0.73 74.09 25,344 1.36 18,264 0.96 38.76 Lexus 3,852 1.12 2,686 0.79 43.41 12,826 0.69 10,648 0.56 20.45 Suzuki 3,812 1.11 3,031 0.89 25.77 29,731 1.60 32,350 1.69 -8.10 Mitsubishi 2,017 0.59 3,233 0.95 -37.61 13,521 0.73 15,658 0.82 -13.65 Porsche 1,792 0.52 654 0.19 174.01 10,000 0.54 10,633 0.56 -5.95 2 Kia The South Korean brand made a MG 1,363 0.40 1,010 0.30 34.95 9,352 0.50 6,695 0.35 39.69 marginal gain, with 87 more cars sold. Jeep 779 0.23 867 0.26 -10.15 4,878 0.26 4,899 0.26 -0.43 The Sportage SUV accounted for 5,860 of the 16,386 total registrations. Abarth 662 0.19 987 0.29 -32.93 2,888 0.16 4,518 0.24 -36.08 DS 556 0.16 416 0.12 33.65 2,842 0.15 4,616 0.24 -38.43 Subaru 526 0.15 829 0.24 -36.55 2,044 0.11 2,668 0.14 -23.39 3 NiSSaN Even requiring dealers to register extra Alfa Romeo 500 0.15 474 0.14 5.49 2,805 0.15 3,427 0.18 -18.15 AM service courtesy cars, understands, SsangYong 395 0.12 461 0.14 -14.32 1,646 0.09 2,280 0.12 -27.81 is not pulling Nissan into the black. an 18% drop left it with 13,745 registrations. Bentley 153 0.04 52 0.02 194.23 1,215 0.07 1,291 0.07 -5.89 Of those, 7,944 were Qashqais, which Smart 126 0.04 1,583 0.47 -92.04 3,868 0.21 6,226 0.33 -37.87 made the crossover the fifth most popular new car in September. Maserati 95 0.03 130 0.04 -26.92 760 0.04 1,026 0.05 -25.93 Lotus 34 0.01 37 0.01 -8.11 196 0.01 200 0.01 -2.00 Alpine 11 0.00 5 0.00 120.00 137 0.01 125 0.01 9.60 Infiniti 11 0.00 42 0.01 -73.81 286 0.02 665 0.03 -56.99 Chevrolet 7 0.00 1 0.00 600.00 62 0.00 30 0.00 106.67 Other British 404 0.12 362 0.11 11.60 2,178 0.12 2,290 0.12 -4.89 Other imports 3,673 1.07 782 0.23 369.69 8,770 0.47 3,845 0.20 128.09 Total 343,255 338,834 1.30 1,862,271 1,910,820 -2.54
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FP_AM_12430BHPreid4054606.pdf 10.07.2019 12:12 MARKET INTEL Sponsored by
FINANCE OFFERS
Top finance deals for reTail buyers Value brands’ Model Finance Deposit Term Monthly Final APR Offer ends type payment payment finance deals MG deliver big gains MG3 excite 1.5 doHc VTi-tech pcp £3,459 48 £99 £3,283 0% 31/12/2019
MG3 excite 1.5 doHc VTi-tech pcp £169 48 £169 £3,283 0% 31/12/2019 ow the September numbers are in, there is a clear picture that value N brands are flourishing this year. Zs excite 1.5 doHc VTi-tech pcp £1,096.22 48 £179 £5,800 5.9% 31/12/2019 MG and Dacia, which have posted nearly 40% growth year-to-date in registrations, Zs eV excite pcp £2,838.75 48 £279 £8,743 4.9% 31/12/2019 both regularly feature in AM’s round-ups of most affordable offers. As one of the most affordable electric vehicle Dacia crossovers on the market – at just £279 a month with under £3,000 for a deposit – the ZS EV will help drive volumes for MG. sandero access sce 75 pcp £639 48 £99 £2,557 6.9% 31/12/2019 This is the sort of price that could convert nearly new used car customers to try an EV for the first sandero stepway essential sce 75 pcp £821 48 £129 £3,552 6.9% 31/12/2019 time and MG is supporting the dealer network with a £3,000 deposit contribution on its ZS EV in Q4 to get things off to a strong start. logan McV access sce 75 pcp £1,002 48 £119 £2,947 6.9% 31/12/2019 The internal combustion engine version of the ZS also gets deposit support with £1,000 to help logan McV stepway comfort Tce 90 pcp £1,285 48 £189 £4,229 6.9% 31/12/2019 take the monthly payments down to £179 over four years. MG’s representative examples online for the duster access Tce 100 4x2 pcp £1,135 48 £139 £4,623 6.9% 31/12/2019 smaller MG3 highlight low deposit and low monthly payment options, pushing the price down to under £100 a month, or still a relatively low £169 a month Lexus if you don’t have a part-exchange or don’t want to put down several thousand pounds on a deposit. cT f sport pcp £6,635 42 £269 £11,790 3.9% 16/12/2019 MG3 customers can also take advantage of 0% APR in Q4, something new for this quarter compared with the past three months. uX f sport with optional Tech and safety pack (e-cVT) pcp £8,474 42 £329 £17,820 5.9% 16/12/2019 It’s a small vehicle line-up for MG, but the messaging is clear online and it’s easy for customers is f sport pcp £8,276 42 £329 £15,210 1.9% 16/12/2019 to see where they stand. Unlike Porsche. It would have been good to look at how Porsche is underpinning its 174% increase nX f sport pcp £11,329 42 £369 £20,025 5.9% 16/12/2019 in registrations success with its finance offers in September, but the representative examples are es f sport with a Takumi pack pcp £11,416 42 £399 £18,135 5.9% 16/12/2019 nowhere to be found online. Perhaps if you have to ask, you can’t afford the monthly payments for new models such as the Taycan EV? rc pcp £11,061 42 £359 £16,290 5.9% 16/12/2019 At the other end of the value chain, Dacia is storming ahead into Q4, much as it did in Q3, with a high APR of 6.9% across the board. rX f sport pcp £7,867 42 £549 £25,875 1.9% 16/12/2019 The approach doesn’t appear to be hurting volumes as it has gone from 0.9% market share to rX l Takumi pcp £12,658 42 £559 £28,237.50 1.9% 16/12/2019 1.4% so far this year. The Sandero Access is still on offer at £99 a month, but the deposit levels for that model and ls with premium pack (rear wheel drive) pcp £26,185 42 £799 £32,737.50 5.9% 16/12/2019 across the range have all been bumped up by a few hundred pounds each to make the balloon lc 500 with sport pack pcp £22,188 42 £799 £38,520 5.9% 16/12/2019 payments more affordable compared with Q3. But no model in Dacia’s line-up breaks the £200 a month barrier. at 1.9% for its IS F Sport, RX F Sport and RX L. contribution and the new UX crossover gets a It’s not only value brands that have seen success The Japanese brand is supporting its dealer slightly lower contribution, at £1,000 off. in a challenging market this year, with Lexus also network with deposit contributions of £2,000 across increasing its numbers by 20.4% YTD. most of its model range in Q4, including the CT, IS SEARCH FOR FINANCE OFFERS Its strategy on finance in Q4 is quite similar to Q3, F Sport, NX, ES, RC, RX F and RX L. The more For a searchable list of manufacturers’ with similar APRs. Its lowest rates were reserved exclusive LS and LC models don’t get a deposit finance offers, go to am-online.com/offers
20 NOVEMBER 2019 am-online.com HAVe yOur SAy OPINIONS Do you agree with these opinions? get in touch by email - [email protected] VIeWPOINT POLL
fACINg uP TO WILL rDe AffeCT yOur NeW CAr CLIMATe CHANge SuPPLy IN THe SHOrT TerM?
professor jim saker is director of the centre for automotive Management at loughborough university’s business school and NO yeS an aM awards judge. he has been involved in the 30% 70% automotive industry for more than 20 years
Some years ago, I mental movement is rightly was walking across a gaining both traction and credi- frozen car park in bility. Green politics will become Detroit,having visited increasingly mainstream. the motor show. The moon was Some years ago, Barney out, but it was eclipsed by Sturgess of Sturgess Motor Group the shining blue oval that stood wrote a Master’s thesis at Lough- above the famous Rouge Works in borough on the concept of the Dearborn. A friend who worked for ‘green dealership’. The conclusion Ford said someone had calculated was that customers wanted to be that Ford and GM cars were green, but weren’t prepared to pay responsible for 10% of the hole in more to achieve it. the ozone layer. Whether this was If this study were conducted factually correct or not, I don’t again today, I suspect the overall know, but this was two decades result would be the same, but the ago. This was long before Greta findings would be less conclusive. Thunberg was born, let alone had A tipping point is being reached come to the world’s attention and where being ‘green’ will be before schoolchildren left their the norm. classes to protest at the lack of Perhaps the most telling part of reaction from politicians to the Thunberg’s speech to politicians global climate crisis. was when she said: “If you really Thunberg’s speech to world understood the situation and still With the car markets under pressure, franchised dealers leaders at the 2019 UN Climate kept failing to act, you would be evil have feared a repeat of supply shortages caused by type change summit was a tour de force – and this I refuse to believe.” approval hurdles. and has been widely publicised. At I disagree with Thunberg – how In 2018, a number of UK franchised networks suffered the summit, she stated: “We are in would you describe a climate significantly as their supplies of certain new cars dried up the beginning of a mass extinction change-denying US president or temporarily. Some manufacturers, including Audi, Bentley and all you can do is talk about UK politicians who lie, break the and Porsche, failed to cope with the introduction of WLTP money and fairy tales of eternal law and commit election fraud? (the Worldwide Harmonised Light vehicle Test Procedure), growth – how dare you!” Evil may sound like a Biblical which replaced an outdated testing regime operated since Our sector is responding rapidly description, but I challenge anyone the 1980s. Many brands were left with a shortage of WLTP- to the challenge of climate change, to come up with a better descrip- type-approved core cars. with the introduction of alterna- tion of a politician who harms our A year on, WLTP has now come into effect for light tively powered vehicles built with children’s future for their own commercial vehicles too, and the next stage for cars, RDE more recyclable materials. The political and monetary gain. (Real Driving Emissions testing), became mandatory on challenge, however, is that the September 1, 2019, for all car registrations thereafter. It infrastructure for EV or even allows a NOx conformity factor of 2.1 times the official EU hydrogen-powered vehicles is not “customers limit of 80mg per km. yet in place. A final stage, RDE2, will be introduced on January 1, 2020, The industry relies on the wanted to be and will become mandatory for all new registrations from Government to come up with a January 1, 2021. It has a NOx conformity factor of 1, plus an plan, and support to make these green, but error margin of 0.5. new technologies available to the widest possible population. weren’t Of course, as a sector we cannot prepared to shun all responsibility – we have NeXT MONTH: Do you expect your new car sales been slow to react, but so have the pay more to general public in demanding alter- targets for 2020 to be higher or lower? native power trains. The environ- achieve it” VOTe NOW AT AM-ONLINe.COM/POLLS
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IT’S ALWAYS GOOD TO PLAGIARISE… I’VE BEEN UP AND DOWN THE COUNTRY TO LOOK AT HOW OTHERS APPROACH THINGS IN TERMS OF DESIGN AND FIT-OUT ANTON KHAN, SW CAR SUPERMARKET
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24 NOVEMBER 2019 am-online.com Sponsored by
face to face: SW c ar Supermarket ‘I’m a belIever In takIng rIsks’
Anton Khan’s philosophy has taken him from selling cars on his parents’ driveway to MD of a £26m turnover used car supermarket in nine years. Tom Seymour reports
ake advantage of every Business was steady, but Khan got a call brands and has space for 1,000 opportunity. It’s an often from his landlord four years into trading to used vehicles. repeated phrase in the let him know they would want the property While SW’s first location stocks nearly- T automotive retail industry, back in six months. new to four-year old brands such as Ford, but it has taken Anton Khan Khan said: “I sat there with my head in my Vauxhall and Peugeot, this new location from managing a Carphone Warehouse hands because if I couldn’t find somewhere is primarily Audis, BMWs and store to leading a multi-million-pound to relocate I would have been left with no Mercedes-Benz. motor retail business in under 10 years. choice but to fold up. Walking in to an SW showroom is very At 33, Khan is one of the youngest chief “It was the worst day and in a way the best similar to a new car experience. executives in the industry and building his day of my life because it put me onto the There are staff on hand to greet you when Peterborough-based, two-site used car path that I’m on today.” you walk through the door, there are touch- supermarket business SW Car Super- After calling everyone he knew, he screen research stations, a coffee lounge market has been driven by a readiness to managed to find a 3.7-acre site on a with Wi-Fi and a showroom to highlight throw himself into everything feet-first. Peterborough business park that had been certain vehicles. In 2010, Khan had no experience selling derelict for years because “no one had the There’s a hint of the Ford Store concept in cars. He had left university in Sheffield and vision or financial backing to transform it”. the layout, with bright orange colour realised he didn’t want a career that would Khan had built up a strong relationship surrounds to highlight areas of the follow his studies in robotic engineering with his banking partner HSBC in the form- showroom. and programming. ative years of the company and they helped Walking through the main reception and While managing a Carphone Warehouse him to take the next step to fund the new showroom area leads through to a covered store, he was approached by a friend who location in 2017. warehouse space, where hundreds of had been working in automotive retail for Khan said: “Some people can get a bit valeted vehicles are all on show ready to be the past 20 years and convinced him to try flustered by their business growing. I’m a inspected by customers. his hand at selling used cars. believer in taking risks. If you don’t take Sales executives are not stuck behind Khan said: “What did I know about cars? risks, you’re never going to achieve anything. desks (something Khan thinks makes them My friend convinced me that if I could get to “If you’ve got a firm base for the business too lazy) and they instead have access to know the smartphone business, then cars and you have the right people around you, hot desks and iPads to use as and when wouldn’t be that different. it’s a force behind you that helps you to reach they need. “I was living at home with my parents at the next level.” Khan said focusing on volume at one site that time and they had some room on the and premium at another gives a clarity of drive and it all started from there.” New car buyiNg experieNce with vision to customers and staff on what each He started out with £5,000 in savings and a car supermarket price location is about. spent three years of “trial and error” making Khan resurfaced the site and started devel- He said: “I had a look at the market as money, losing money and learning the ropes oping a location that would set the formula a whole and mystery shopped other as an independent trader. for what SW Car Supermarket is today. The dealerships. It’s always good to plagiarise Khan said: “I made lots of mistakes, but Padholme Road East site now has room for and what works for someone else might three cars became five and then became 12. 800 vehicles and workshop facilities. work for you. I’ve been up and down the My friend has some property and agreed to The new location concentrated on volume country to look at how others approach rent some space out to me to start growing and family-focused brands with ultra- things in terms of design and fit-out.” the business.” modern facilities and fittings. Khan wanted Khan acknowledged that there is pres- Khan worked to build a stock of 100 cars to merge the new car buying experience sure on volumes due to a car supermarket’s before an opportunity arose to rent a two- with a used car supermarket price. “astronomical running costs”. However, he acre site with workshop facilities. Khan did Less than three years later, Khan has said delivering volume is not about pushing a deal for 10 years with a five-year break and already expanded with a second super- customers into a corner and “stacking them managed to double his stock capacity to 200 store location on the opposite side of high and selling them cheap”. cars. He was selling 50-60 cars a month. Peterborough. It focuses on premium He said: “For us, volume comes s. Discover why, search ‘AutoProtect case studies’
am-online.com november 2019 25 INTERVIEWS DEALER
from treating customers fairly and making sure we are delivering a compliant sales experience and exploring exactly what it is they’re after. “It might be that we test-drive them in three or four cars. If the car isn’t right, we probably have 30 others in stock that might fit for them.” Khan said the business gets a lot of recommendations and growth from word of mouth. SW Car Supermarket is rated at 3.9 out of 5 on Google reviews and has a rating of 4.3 out of 5 on TrustPilot. “Pushy sales don’t work in this day and age. It’s more about the customer experi- ence and the customer journey within ultra- modern facilities. You want them to feel at ease.” Khan said that while stock levels have not been a huge challenge for the business this cial Conduct Authority (FCA) regulation VARIOUS year, apart from seasonal shortages, compliance has put some downward pres- margin levels are under pressure. sure on finance margins, if customers are PLATFORMS POP He said stock levels have been managed guided through the demands and needs well, as SW works with all of the major process correctly, then “profitability can UP, BUT CAN THEY auction houses, including BCA, Manheim be resurrected”. REALLY COMPETE? AUTO and Aston Barclay. SW still offers GAP, as well as paint protec- As new car sales continue to falter, tion, extended warranties and service plans. TRADER CONQUERED THE everyone in the automotive market is As FCA regulation has hit finance commis- focusing on used and this has created fierce sion, Khan thinks there will be an even MARKET VERY EARLY competition with rivals looking to win by greater focus on buying at the right price to ON AND THEY HAVE offering the lowest price possible. make sure there is enough margin in Khan said while low prices are good for the metal. CONTROL OVER THE consumers and stock turn, it hurts bottom- He said this is becoming difficult due to USED CAR MARKET line profitability. Auto Trader’s dominance in the used car SW has a finance penetration rate of classifieds market and the introduction of ANTON KHAN, about 60% and Khan said that while Finan- data behind the scenes that displays whether SW CAR SUPERMARKET
ONLINE AND MARKETING STRATEGY a price is low, good or great against adverts. It’s something Auto Trader has defended Khan said SW’s online strategy is a key However, now there is a focus on in the past, saying customers are wary of pillar to its growth as a business. All stock premium Audi, BMW and Mercedes-Benz vehicles that are priced too low and that is posted with 360-degree interior and products at the second location, it’s vehicles priced at the correct market level exterior images, as well as their full attracting people from much further will sell a lot quicker than those that aren’t. specification and service history afield. published online. Khan said: “With the different stock THE TROUBLE WITH AUTO TRADER He said: “We publish as much profile, we’re attracting people from as far Khan thinks Auto Trader’s place as market information as we can about a vehicle as Malta, Ireland, Scotland, Yorkshire and leader has put it into a position where online so that the customer doesn’t really London. If you market the product well it is essentially controlling the used have any questions other than can I test online, they’re prepared to travel for the car market. drive it or place a deposit?” right vehicle.” The marketplace for online classifieds is A central call centre team handles live Being there in person is something Khan very crowded, with multiple challengers chat and enquiries into the business on thinks will be around in the UK car looking to erode Auto Trader’s market sales. These are then filtered through to industry for a while. share, but Khan cannot foresee it losing the book an appointment with a sales He said online sales still only account for crown. executive for a test drive and consultation. a very small proportion of customers: He said: “Various platforms pop up, but SW has a team of 10 full-time staff at “We’re not there yet with direct sales and can they really compete? Auto Trader the call centre, operating on a shift basis I think it will still be another three years conquered the market very early on and to cover 9am to 8pm. About 75% of all of or so until those volumes start to build up. they have control over the used car market. SW’s customers go through the call centre. “If you have the right make and model They have control over the dealers and how An online presence has also increased for a particular car, a consumer might behaviour and profitability operate. SW’s reach, particularly with the new interact and choose to purchase online, but “I’m happy that we have a platform that premium-focused supersite. Six months in the vast majority of cases you still see we can reach thousands of customers ago, about 90% of business was from the people wanting to come to the showroom from. But we’re not happy about how pricing local Peterborough area. to touch and feel the car.” has gone up year-on-year.” Khan said used car pricing can come
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Khan predicts that SW will sell 7,500 units in 2019
unstuck when stock buyers are refer- encing pricing on Cap HPI or Glass’s and this doesn’t line up with Auto Trader’s own data. It means that by the time some vehicles are back on site at SW “we could be upside down by £1,000” compared with what Auto Trader thinks based on its data. Khan said there are businesses out there that operate without Auto Trader, but they need a big budget to do so and the business model remains risky. He said: “I can’t see a way for dealers to take some power back from that relationship with Auto Trader. “When you hold that monopoly with that level of power, it’s a case of use or don’t. If you don’t use them, you’re going to struggle to grow, but if you do use them they are cheaper than they’re actually possible to operational, we will have the potential dictating terms on how they want you purchase at auction.” capacity for 3,000 cars a month to operate.” through it.” Khan would like Auto Trader to charge “a HOW PDI CAPACITY FUELS THE NEXT PHASE SW Car Supermarket spends an average fair price” and look at data from other forms While the new premium brand location of £350 to get each vehicle retail-ready. of valuations and not just their own. opened just a few weeks ago, it is merely Most stock acquired is grade 1 or grade 2 He also wants controls in place the first part of Khan’s two-phase plan to from auctions at a rate of about 300 to 400 that monitor how low pricing can be on unlock growth for the business with an cars a week. Auto Trader. expanded used car preparation facility to SW retails appropriate part-exchanges, Khan said: “Just because 10% or 20% of open by Q1 next year. but if they don’t fit the profile they are sent dealers price their vehicles way below Khan found that while sales have been to auction. market level, that data then gets mixed up growing, the business was struggling Khan is expecting the new premium- into everything else. to keep pace with preparing vehicles brand site to add a significant amount to “Some dealers are listing vehicles quickly enough. annual turnover, from £26 million in 2018 to Average stock turn is between 36 and 43 £80m this year. FACTFILE days and Khan said having new facilities in Profit before tax is expected to double this place will be key to reduce stock turn to year, but Khan is expecting further improve- TURNOVER £26m (2018) below 30 days, which he said is the key to ments once the company’s preparation PRE-TAX PROFIT £1.8m (2018) start building a more profitable business. centre is working at full capacity. STAFF 90 Khan said: “We’re not bringing vehicles to There is even scope to expand the UNITS SOLD PER YEAR 3,000 (2018) market as quickly as we would like with the preparation centre’s workshops to cater for TARGET FOR T/O IN 2019 £80m current facilities that we have. retail aftersales work as a growth opportu- TARGET FOR PRE-TAX PROFIT 2019 £3.7m “So we’re spending millions on the prepa- nity driven by service plans. TARGET FOR UNITS SOLD 2019 £7,500 ration centre and that will then facilitate the Khan acknowledged that SW Car future growth of the business. When it’s Supermarket had grown quickly and
am-online.com NOVEMBER 2019 29 Sponsored by INTERVIEWS DEALER
ADVERTISING FEATURE Celebrating 10 years of iVendi
By James Tew, CEO, iVendi At iVendi, we’ve been marking something of a milestone. Last month, the company celebrated its 10th birthday. In that time, we have grown from a two-person operation to employ almost 100 people across two sites in Manchester and Colwyn Bay, with many thousands of new and used car, van and bike retailers in the UK and Germany using our products, and major finance providers and motor manufacturers among our clients. he ruled out any more He said: “We want to focus on Since 2009, we believe we have been central to locations in Peterborough business growth right now and I developing the concept of online retail within the due to “market saturation”. think we have the opportunity to motor industry. From the outset, we had a very He said he admired what grow this thing into a monster.” clearly defined idea of the sort of online customer Sytner has done by acquiring While Khan may not have had journey that we wanted to deliver. That vision has and merging the Carshop and an interest in cars before starting The Car People businesses into out, he’s certainly got the same gradually reached the point where it is today almost a nationwide used car brand. entrepreneurial spirit shared fully realised and its massive commercial value to Khan said: “If the opportunity with his peers in the industry. the industry completely accepted. arises and fits our model, I When AM asked what his In many ways, the degree of progress that has would consider another site in a reaction would be if a franchised been made over the past decade has been surrounding location. I have dealer offered a blank cheque, breathtaking. There’s an old adage that it is easy to already acquired further sites Khan simply smiled and said: “We’re not actively on the overestimate the amount of change that happens in for possible future use.” Franchised dealers have also market for sale, but if the right two years, but underestimate the amount that occurs already come knocking to put in opportunity came up we would in 10. That is very much our experience. There have offers to acquire SW Car Super- talk. If the cheque was big been times when the speed of acceptance of online market, but this isn’t something enough, you’re not going to motor retail in the market felt a little frustrating, but, Khan is currently considering. refuse it.” looking back over a decade, it is possible to see just how far we have all travelled together. Certainly, we feel that we are very well positioned DIGITAL-ONLY SHOWROOM PRICING for the future. We are the market leader in our sector and we would like to say thank you to everyone SW recently introduced a digital-only pricing system, meaning there are no physical price cards or signs on vehicles on site. who has been involved in the iVendi story so far – Instead, there is a QR code system that links vehicles directly to from our talented and enthusiastic staff through to their online stock profile on SW’s website. our receptive and supportive customers. It has been Customers with an iPhone can scan the code with their camera a great 10 years. and it will open up the page automatically. Those with Android ■ iVendi is the international market leader in smartphones can download a free QR code app or staff have access online motor retailing solutions, working with to tablets that customers can use to research details. The decision was made to make sure SW is able to change its everyone from dealers and manufacturers to car pricing to reflect how the market is moving and there is less portals and motor finance providers. Visit confusion in the showroom as a result. www.ivendi.com, email [email protected] It’s a way of joining up the physical showroom with SW’s website, or call 0345 226 0503. but more importantly it means prices are always accurate and reflect how they may have been adjusted in the last day or hour. Khan said: “Prices fluctuate very quickly. We don’t want to have a car on our website that is £10,996, but in the window it’s £11,450. “It’s to give that transparency to the customer. We can make 10, 15 or 100 price changes a day, but it doesn’t affect what we display on our vehicle.”
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FP_AM_410007id4000075.pdf 14.08.2019 12:33 INTERVIEW SUPPLIER MINUTES 10 WITH... Gavin White, managing director, Autotech Recruit
How did you get started in the some retailers doing a lot of fleet work, recruitment business? PEOPLE SAY THAT and the volume of PCP deals in recent I’ve been working in automotive my entire BUSINESSES LIKE years, we’ve known dealerships with lead life and started working as a car times of six to eight weeks for servicing, salesman as soon as I left school at a US ARE PART OF so there is huge demand. dealership in Cambridgeshire, but in my THE ‘SKILLS SHORTAGE’ A lot of our growth with retailers can be seventh year I was earning less than in traced to the back end of 2017, when we my first year as new car sales weren’t PROBLEM… MANY OF THESE started talking to Volvo, Renault and what they had been. After that, I went into Ford about our manufacturer-led recruitment and was recruiting for ARE TECHNICIANS THAT WE programmes. British Gas, Centurion and Carillion. SCOOPED UP DURING THE What we do is take the technicians that The lure of automotive brought me we know and trust and then put them back to take a job with Thomson Motor RECESSION WHEN THEY through the manufacturer training Group, though, and I operated as sort of WERE UNEMPLOYED courses. We issue them with the manu- an aftersales manager, identifying where facturer’s uniform and we have a portal we could improve profit in the Melton GAVIN WHITE, AUTOTECH RECRUIT that the BMW network, say, can log into, Mowbray area. select dates on the calendar and we then I was instrumental in bringing a Renault send them a temporary technician who aftersales franchise to the area at the Milton Keynes, have 500 contractors is fully trained and qualified. time, but the thing that soon became working with the business, and our apparent was the added staffing issues it turnover is in the region of £100 million. How big is that programme now? brought with it and the difficulties we had We work with Ford, BMW, Volkswagen maintaining the efficiency of the work- Was there a ‘breakthrough moment’ Commercial Vehicles, PSA Group and shop during staff sickness, holidays and for the business? Renault and have 120 people that have training commitments with what was a We started out doing permanent recruit- been through the manufacturer very lean workforce. ment to get cashflow moving before programmes, many of them working at I thought ‘there must be an agency moving into the temporary contractor top AM100 groups. They could be with providing a get-out-of-jail technician’, but element of the business. Our first big Marshall, Caffyns, Cambria… there wasn’t and it got me thinking ‘if you client was Kwik-Fit. Over their 600-garage In 2018, the total number of hours filled can sell gas engineers to the gas sector, network, they had a high attrition rate. by vehicle technicians under the manu- you must be able to work with this’. I They needed MOT testers and there was facturer-led recruitment programme pitched the idea to my life-long friend an abundance because of the economic was 43,917. Up to the end of May this Andrew Sly and golfing associate Stephen climate at the time. That really got us year, we had already surpassed that, Hughes and we went out to find some going, but it’s really just in the past two to with a further 50,669 hours. The total funding. At the time that was very tough, three years that we have really expanded number of hours filled by Autotech and I ended up borrowing £40,000 from with the manufacturer and large retail Recruit contractors in the 12 months my grandmother, Andrew £25,000 from groups. In the early days, 90% of our work between May 2018 and April 2019, was his dad and we created what would was with the fast-fit chains, but dealer- 336,455. become Autotech Recruit in 2010. We’ve ships are now 70-80% of our business. not looked back. Isn’t there a risk of developing What was it that drove that switch in the technicians just to have the best ones How big is the business now? make-up of the business? poached by car retail groups? We employ 30 people at our offices in There are a couple of things. Firstly, with There are terms and conditions in play
am-online.com NOVEMBER 2019 33 INTERVIEW SUPPLIER
for our contractors. Obviously we don’t THE AA WROTE A weeks we have made 30 to 35 want to rob someone of the chance to placements. get their dream job, but we can’t risk WHITE PAPER losing our workforce and jeopardising ABOUT 16 YEARS With high demand for technicians our business model. People say that ongoing, has the prospect of Brexit businesses like us are part of the ‘skills AGO SAYING THERE WOULD affected the automotive recruitment shortage’ problem, but, really, we are a sector? drop in the ocean and many of these are BE A SKILLS CRISIS AND I don’t think the skills shortage could get technicians that we scooped up during HERE IT IS… THE RESULT OF any worse than it is, but there has the recession when they were been a shift. I don’t know how much it unemployed. A COMPLETE LACK OF has to do with Brexit, but when we INVESTMENT IN started out a lot of the technicians we But you must be recruiting yourselves. saw were from Poland and Eastern How do you attract talent? APPRENTICESHIPS OVER Europe. Now, I’m told that many feel We pay a higher-than-average hourly they can earn improved salaries back in rate for a start. On top of that we were THE PAST TWO DECADES their own countries, so they have just aware that so many people just use the GAVIN WHITE, AUTOTECH RECRUIT returned home. jobs boards to recruit, but that is very The AA wrote a white paper about 16 much a shrinking pond. Our marketing years ago saying there would be a skills budget is £250,000 a year and we have long-term fixed placements and perma- crisis and here it is. What we are seeing is various strategies. We use Google Jobs, nent, long-term employees. We talk to the result of a complete lack of investment but my advice to any business would be about 6,500 technicians a year and get in apprenticeships over the past two to invest in your own website because them to compete online exams to under- decades. We don’t engage with schools that is how Google ranks you… Use social stand their skill set and what they know. and colleges well enough as an industry media, also. We go through these and, say, while a and I still don’t think many businesses are couple of hundred might come to us, if working hard enough to attract the next I understand you have also been we were simply concentrating on short- generation of technicians. We’re just not helping certain retailers to recruit term contractors all we’d be doing is very good as an industry at introducing permanent staff? cleansing the others from our database new blood. In my opinion, ‘skills shortage’ That’s right. With Group 1, we have been to comply with GDPR. As it is, what we is a term that we will be with us for at least running Project Tech 60, which is essen- are now doing is taking lists of technician another decade. tially a landing page for a recruitment profiles to dealers and manufacturers drive. But before we launched that, we and they have access to those Does Autotech Recruit make its own consulted them over their terms of candidates. efforts to recruit the ‘next generation’ of employment, everything from wage We see all ends of the recruitment workshop talent? bandings to the offer of flexible working process and we know from experience We went to four FE colleges and talked and the opportunity to do night shifts. So that some retail groups simply don’t to students about their NVQs and if they FACT many modern families have two working recruit well because of process. They were spoken to about job placements at FILE parents and the industry needs to might sit on a CV for two weeks. You can’t the end of it. The Institute of the Motor acknowledge that and work to be flexible afford to do that with technicians who are Industry (IMI) said there were 20,000 HQ: MILTON to help people work more effectively. We getting two and three job offers a day. young people doing courses like that. KEYNES have a dedicated account manager We’ve had technicians go into a When we worked it back and looked at EMPLOYEES: 30 working on the Group 1 project, so it’s business and end up waiting for final destination data through Ofsted and TURNOVER: almost like they have a dedicated recruit- contracts and work uniforms. That’s not the SFA we found that just 5,000 of those £100M ment consultant. good. Now we have contracts with a made it into the industry. I always chal- ANNUAL couple of retail groups to manage all lenge assertions that young people don’t CONTRACTOR So permanent recruitment is very that for them and it’s a side of the busi- want to come into our industry. There are HOURS (18/19): much part of the business? ness that is taking off. In the past, we thousands of people in these colleges, 336,455 Yes. We now segment the business into probably placed 80 to 100 people a year but there is simply no one going to get short-term contractors, the medium- to in permanent roles but in the past six them. TOM SHARPE
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180828 Platinum advert Automotive Management.indd 1 28/08/2018 11:57:53 FP_AM_180828Platid3599109.pdf 08.28.2018 14:32 Senior Managers Certification Regime.
Get ready.
On the 9th of December this year, the FCA will introduce the Senior Managers and Certification Regime (SM&CR) to consumer credit firms – including motor finance sellers. The FCA sees SM&CR as a catalyst for change, encouraging greater accountability for individuals responsible for the sale of consumer finance products, and setting a new standard for personal conduct. It is a holistic approach where the FCA takes it as an opportunity to establish healthy cultures and effective governance in firms by encouraging greater individual accountability and setting a new standard of personal conduct.
There are a number of key steps and actions each The FCA’s new accountability regime promotes the firm needs to implement in preparation for SM&CR idea that those responsible for the sale of consumer implementation. The SM&CR introduces a new finance need to understand more about the industry level of accountability for finance professionals, and ensure best practice in sales, rather than simply an approach through which knowledge, skills and knowing what each product is. Theoretical knowledge education are highly promoted. It marks a step is not enough anymore. Sales specialists need to be change in how senior managers should approach able to practically demonstrate their expertise in their their role. They shouldn’t simply view their position dealings with customers. as a fixed, unchanging job, with their skillset The SM&CR covers all vehicle finance sales preserved in aspic for the full length of their career. professionals to an extent, whether they work for Instead, finance selling should be seen as an evolving a broker, lender or dealership. With a greater focus and dynamic profession which requires continuous on individual accountability, it therefore means personal development and an ever-deepening individuals must continue to learn and develop to knowledge of how the industry operates. Indeed, Spencer Halil ensure they remain at the top of their game. And the fast-paced nature of our industry means that Director working with organisations like the Finance and F&I professionals have a duty to keep abreast Leasing Association (FLA) and the Institute of the of consumer trends, new regulations and other Motor Industry (IMI) can help professionals achieve macroeconomic factors. this on an ongoing basis.
Contact ALPHERA Financial Services by emailing [email protected] or go to www.alphera.co.uk
7300961 Alphera Advertorial V9.indd 1 20/09/2019 10:32 Advertising Feature
The IMI’s Finance & Insurance accreditation accreditation and other courses available through the programme, for instance, is a prime example of a IMI and FLA (e.g. the Specialist Automotive Finance qualification where professionals are assessed on Advanced qualification) hold the answer to compliant their knowledge in a robust and practical manner. In finance sales. order for individuals to retain their accreditation over With car dealers and finance brokers under the long-term, a minimum amount of annual CPD is more scrutiny than ever by the finance regulator, required. On top of that, the accreditation needs to accountability and professional development be retaken every three years, ensuring specialists have never been more important. Education and continue to develop and enhance their skills and knowledge lies at the heart of a fully-compliant sales knowledge. Alphera Financial Services has been process. vocal in its support of this programme, and believes
Whilst this approach to education and training is a for the function (including good reputation, core part of SM&CR other business operating areas honesty, integrity and financial soundness). You also require development in order to comply with may consider carrying out criminal record and or the FCA guidelines. The following summary details credit checks to help you to determine whether some of the necessary actions that firms need to or not the CI satisfies this test; whether they implement: possess the appropriate level of competence, knowledge and experience; and have undergone ✓ Check the type of firm you are. or are undergoing all training required to The FCA is aiming to apply the new regime enable them to perform their role effectively in a way that is proportionate and flexible to and in accordance with any relevant regulatory accommodate the different business models requirements. It’s important that you retain and governance structures of firms. Accordingly, evidence of the above being carried out. there are 3 categories of firms under the SM&CR. These are Limited Scope, Core and Enhanced ✓ Prepare certification processes: CIs need Firms. We believe that most dealerships will to have been assessed as fit and proper by 9 Matt Wood either be a ‘core’ or a ‘limited scope’ firm. As such December 2020. Once you are satisfied that the Head of Operational the following actions focus on ‘limited scope’ and CI is fit and proper, you must issue a certificate Compliance Monitoring ‘core’ firms. to them to confirm this. The first certificate must be issued to your CIs by December 2020. You ✓ Ensure that any new individual applying will also need to request a ‘regulatory reference’ to be an FCA Approved Person does so in from firms when you recruit a CI or a SMF who good time before the new regime begins. has worked in a regulated firm. Further detail Review the FCA Register to make sure it is up to as to what is required can be found in the FCA’s date. If your Approved Person(s) has changed, Handbook in SYSC 22. please make sure you inform the FCA now. This will ensure that the move to the new regime is as ✓ Prepare to submit data to the FCA’s smooth as possible as the FCA will automatically Directory: of (i) CIs, (ii) directors who are not ‘convert’ most current FCA Approved Persons’ SMFs and (iii) other individuals who are sole into the equivalent ‘Senior Management Function’. traders or ARs (including those within ARs) Page 54 of the guide for Solo-Regulated Firms where they are undertaking business with clients “https://www.fca.org.uk/publication/policy/guide- and require a qualification to do so. These are for-fca-solo-regulated-firms.pdf” collectively referred to as “Directory Persons”. Upload is via the FCA’s Connect system or its ✓ Your regulatory business plan, committee multi-entry facility. Further details are in Chapter terms of reference, and record-keeping 3 of “https://www.fca.org.uk/publication/policy/ should be reviewed to ensure they are ps19-07.pdf” FCA Policy Statement PS 19/7. adequate, accurate and up to date. ✓ Make sure all staff have undertaken ✓ Prepare a Statement of Responsibilities appropriate training: You must train all staff for your senior managers. Each Senior involved in financial services activities on the Management Function requires a ‘Statement Conduct Rules. of Responsibilities’ that sets out what they are responsible and accountable for. ✓ Review and update your policies and procedures. ✓ Identify any Certified Individuals (CI) You should identify CIs and other staff undertaking ✓ Key Date: December 2020 (and annually FCA-regulated activities. You should assess thereafter): you must have made your first whether there are individuals within your firm assessment as to the fitness and propriety of whose role could cause ‘significant harm’ to your your Certified Individuals, issued a certificate, firm or to your customers. If so, these will be and uploaded Directory Persons’ details to the ‘Certified Individuals’ (CIs). You must assess FCA Directory. their fitness and propriety annually taking into account: the personal characteristics required
Disclaimer: The information provided is for your guidance only. It is not legal advice and must not be relied upon as such.
7300961 Alphera Advertorial V9.indd 2 20/09/2019 10:32 INTERVIEWS MANUFACTURER SUBARU UK
It admits to past mistakes and may still terminate a quarter of its UK network, but Subaru’s acting MD Mike Willetts and automotive development director Torbjörn Lillrud say its first hybrids, simpler processes and a broader customer pool will take it to 10,000 registrations a year
pologies from carmakers volumes are now increasing, to an expected necessarily come naturally to Subaru, as are rare, so when Subaru 4,000 for 2019, and new brand initiatives Lillrud acknowledged: “We have to lower importer IM Group admits it have helped the brand to rise from 20th our CO2 and the only way that we know to A has “not treated the brand position in the NFDA six-monthly Dealer do it is to go hybrid or use electrification. correctly in the UK”, dealers Attitude Survey to eighth. Subaru has never been [at the] forefront in will take note. And while they will approve Product, naturally, plays a part and this area, but when it does it, it does it of the brand’s new 10,000-a-year registra- Subaru is about to start delivering its first extremely reliably and safely.” tions target, they may be less excited at the hybrid cars. Mike Willetts, interim managing prospect of a quarter of the current network director, said: “We’ve been working hard on THE FIVE SUBARU VALUES being terminated en route. pre-selling the hybrid units, initially in an Lillrud said Subaru had identified five Following a steady registrations fall over all-new Forester, which historically has important values for the brand and its a number of years – hitting a low of just been the biggest-selling car within our dealers. under 2,700 in 2017 – and struggling to find brand. Everything has been re-engineered “We want to be the best employer in the an identity after an era in which it rode the and it’s now on the global platform for UK automotive industry. We want to be crest of a motorsport wave, Subaru Subaru. It’s a much smoother ride and number one in dealer satisfaction – in the conceded that it had not exactly played a there’s new safety technology coming in, NFDA survey, we have moved from 20th to blinder in the UK market. such as the EyeSight crash avoidance eighth, based on our new strategy. We want Automotive development director, Torb- system. to be the most liked distributor in the United jörn Lillrud, said: “We have not treated the “The hybrid goes into the Forester first, Kingdom. Goal number three, we want to brand correctly in the UK for the past five, which we will start delivering to customers be number one in customer satisfaction. six, seven, eight years. We had a very good in October. Then it will be added to our XV Number four, we want to be one of the time and fantastic era with the STI and range, delivered in November. Mid-year in fastest-growing brands in the United WRX, and we maybe became a little bit 2020, we will add the hybrid into the Impreza Kingdom. And number five, we want this stuck in that story and that history.” range.” business to be profitable, especially for our But those 2017 registrations figures The process of electrifying its cars has not dealers, but also for all stakeholders.” shocked IM Group, into action, and it Willetts believes the brand has a solid responded with a new brand strategy that OVER base for its UK revival: “As Torbjörn said, set a target for 10,000 annual registrations. because of the success of the rally heritage “Subaru today is something totally THE and the other car brands, maybe we didn’t different,” said Lillrud. “In the US, Australia, COMING focus early enough on maintaining and Scandinavia and many other countries, it’s MONTHS AND growing that customer base. But we’re a successful brand for people who love the YEARS, THERE’S building on what’s already there. outdoor, active lifestyle. What we are doing A POSSIBILITY “Our core customers are repeat now is investing huge money in rebuilding THAT WE WILL customers, people that love the engineering the brand image of Subaru in the UK. ACTUALLY and use the car to facilitate their enjoyment “Subaru is for people who want to have a TERMINATE 25% in life. We’ve probably got one of the best safe and reliable car, and enjoy life outdoors. OF THOSE retention rates in the industry, with regards What we are building is a totally new brand [DEALERS] to that type of customer.” platform and brand image. We are investing BECAUSE THEY He said the brand would now try to expand a lot of money, in combination with a ARE NON- its customer pool by lowering the average strategy for our dealers. They are working BELIEVERS age of its buyers. with us and embracing it.” MIKE WILLETTS, “Instead of having customers that are in It appears to be paying off. Registration SUBARU their 50s to 60s, we’re looking at the 40s to
KEY PRODUCTS
Forester XV
Once Subaru’s best-selling model in the UK, and The brand’s compact crossover, from £25,325, is the ‘no-nonsense SUV’ in its range, its annual petrol-only. Registrations in 2018 reached 1,145 registrations have hovered around 900 units units. This year, the XV has gained a mild-hybrid since 2017. version, badged E-Boxer.
38 NOVEMBER 2019 am-online.com shows, with a high profile, and engaging with people. We do an awful lot of displays at these shows of the cars’ off-road capa- bilities, because we believe we have the best four-wheel-drive system in the world.”
SHAKING UP THE NETWORK Subaru currently has 75 IM realises that a focus on the dealer franchised outlets in the UK, network is crucial to its plans for the Subaru but has suggested a quarter of brand. franchises may be terminated Willetts said: “We’re very keen to make sure that we have dealers who are engaged in the Subaru brand and that they believe in it. We have a dealer network that, at the moment, is about 75 in number. Over the coming months and years, there’s a possibility that we will actually terminate 25% of those because they are non-believers – either in the brand, or they don’t see our message as core to their business moving forward. “We love what we do, we love our brands and we want to make sure that the customers get the experience that they deserve, driving the best products in the world, through our dealer network. If it works, if our volume suddenly starts to grow to 20,000, then it might be a different model, but in the meantime we don’t tend to work with larger groups. We work with smaller groups, family-owned businesses. As we grow our brand again, grow our market share and grow our visibility, it’s more important that we choose the right partners for Subaru as a brand in the long term. with strong community roots. “One of the “We do have about 50 open points, some things we have been doing is openly having where we have a poor-performing dealer, conversations with our dealers, ensuring next to the open point. If we can find the that they become core in their community, right partner that will maximise our oppor- encouraging them to re-engage with their tunity, we will ensure that we embrace that service customers, or their lost customers,” partner for the long term.” 50s and building on the safety message, said Willetts. Lillrud added: “The relationship between which is starting to attract families, young “Through our regional management and us and the dealers has to be simple, but fun families, who maybe would have never our senior management teams, we’re and profitable. What we are doing, for considered SUVs within the Subaru brand trying to ensure that our dealers are doing example, is reducing the amount of unnec- before. We’re starting to get conquest that. Our customers are generally rural- essary administration for the dealers. We customers from many different brands based, they’re not in the big cities. There are make our bonus system, IT solutions, coming over.” lots of opportunities there to either get extranet systems, etc., as simple as The company’s dealers are a core compo- people who live locally, or people who are possible, so the dealer can focus on what’s nent of this new strategy, especially as visiting the Peak District or the Lake District, most important – to take care of many of them are small or owner-driven and making sure they are at the local people, the customers coming into
Outback Impreza A facelift for the rugged crossover estate in 2018 Still that brand statement 4x4 drivetrain, but in a has rebounded sales up from 475 in 2017 to 673 hatchback starting at £24,325. It sold 293 units in 2018. Prices start at £30,010, but it only in 2018. Kia sold as many Ceed hatchbacks in comes with a thirsty 2.5-litre petrol engine. August, one of the slowest months of the year.
am-online.com november 2019 39 INTERVIEWS MANUFACTURER
the showroom or the workshop. “Everything in our way of adminis- SUBARU UK REGISTRATIONS AND NFDA SCORES tering the business between us and the dealers, we try to simplify. We have cut down a lot of things and implemented a new How do dealers rate the value of the franchise overall, out of 10? SOURCE:NFDA Subaru annual registrations SOURCE:SMMT bonus system that is easier to use and also gives them more money on the table. We 4,000 8 are increasing the support for demon- strator cars, and we are more helpful in credits and credit costs. Everything we can 3,000 6 do to make their life simpler, easier and more profitable helps the relationship and creates greater satisfaction.” 2,000 4 Strong demand for used Subaru models means they do not stay long on forecourts – indeed, the problem is sourcing enough of 1,000 2 them, according to Lillrud. 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 (forecast) “What tends to happen is that when 0 0 they’ve had the car for three or four years, owners pass it on to a daughter or a brother Winter 10 Winter 11 Winter 12 Winter 13 Winter 14 Winter 15 Winter 16 Winter 17 Winter 18 or a neighbour or even a grandmother. Too Winter Summer08 09Winter 09Summer 10 Summer 11 Summer 12 Summer 13 Summer 14 Summer 15 Summer 16 Summer 17 Summer 18 Summer 19 often, our customers are not bringing the used car to us. So the demand is higher on Resigned to being a niche, low-volume franchise, Subaru still enjoys small successes. In 2018, its new car volumes used cars. If we have a company car or rose thanks purely to retail demand for its XV crossover ex-press car or something, it’s snapped up by the network. WE “In combina- rate identity, and it’s not in line with the HAVE tion with that, dealer’s reality. Some product that has NOT we are not been developed in Paris, or Munich, or TREATED promoting or Stuttgart, doesn’t necessarily work in a little THE BRAND discounting new village outside Birmingham.” CORRECTLY IN Subaru cars. We are not This renewed commitment to its dealers THE UK FOR THE increasing Subaru sales by – which includes support in the shape of a PAST FIVE, SIX, giving them away, or by giving training academy at IM’s head office, new discounts. We give the dealers fair e-learning programmes and a specialist SEVEN, EIGHT cost and a fair bonus system, dealer sales course that focuses completely on the YEARS margin, etc. But we don’t promote, uniqueness of Subaru cars – is tangible TORBJÖRN LILLRUD, support and initiate any huge discount when Willetts and Lillrud talk. But the SUBARU activities, because that is only company still has one eye on developments destroying the second-hand value of in car retailing and how they will affect the the car. It’s all about trying to keep a stable future. price strategy.” “How will people buy cars in the future? Will there be dealers? We believe that there ‘COMMON SENSE’ CI INVESTMENT will,” said Lillrud. Despite embarking on a brand-rebuilding “We believe that if you work with a niche strategy, Subaru is concentrating on product, you stick with it and be a little bit substance rather than style. Expensive traditional. But we do adapt to the new new showroom design concepts and ways. The younger generation might not revamped corporate identity are not part want to visit the dealer in the future. That of IM’s plans. Lillrud said: “We don’t want means we have to have an alternative, so do to ask our dealers to make we invest in an online sales programme big investments at too right now? early a stage in this “And what will electrification mean for the process: we first want dealer network? With fewer moving parts to show the dealers that that need maintenance and service, how we can do the 10,000 will that affect the dealer? There is a lot of cars. uncertainty. “When the time comes, “You have to be there. You have to try and we feel that it’s right, these new things. You have to invest. there might be some small “On the other hand, during my 34 years in changes in the corporate iden- the motor industry in Europe, people have tity at the dealerships. But we always told me that soon, there will be no have to use common sense. We’re dealers; soon, people will order their car on not demanding big investments the internet. But today, less than 1% of because we believe their business customers order their cars on the internet. has to be profitable. We’ve seen so Even if they do order a car on the internet, many other brands over the we know that 80% of those who do have years that have asked the visited a dealer and had a test drive before dealers to make huge they ordered it. We don’t know what the investments in show- future looks like, but we are preparing rooms and corpo- for it.” CRAIG THOMAS
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FP_AM_AMOct2019id4056033.pdf 10.08.2019 13:22 SPOTLIGHT: Sponsored by FINDING FUTURE TALENT
Getting the mix right How motor retail can benefit from a more representative workforce
WHAT ARE THE BENEFITS OF D&I? DIVERSITY FROM DAY ONE OVERCOMING THE BARRIERS A GROWING BODY OF STUDY SAYS WELL WORDED JOB ADS, UPGRADED DEALERS ARE MAKING PROGRESS DIVERSITY AND INCLUSION POLICIES FACILITIES AND INTERNAL NETWORKS ALL ON DIVERSITY AND INCLUSION, BUT ARE JUST GOOD BUSINESS SENSE HELP BOOST MINORITY REPRESENTATION A LOT REMAINS TO BE DONE PAGES 44-45 PAGES 47-48 PAGE 53 SPOTLIGHT: FINDING FUTURE TALENT
Are there tangible benefits of a diverse workforce? A growing body of study says diversity and inclusion policies are just good business sense
very employer in the UK is legally and earnings before interest and tax were nine happier team,” she said. “If you get more commit- prohibited from discriminating on percentage points higher than those companies ment from your staff that leads to more satisfied the basis of age, race, gender, with below-average diversity in their management customers and, as a result, greater profits.” E gender reassignment, disability, teams. Businesses with employees from a good Muir added that a study by EY and the Peterson sexual orientation, religion or mix of ethnic backgrounds were 35% more likely Institute for International Economics had also belief during recruitment, but that prohibition to outperform their competitors. revealed that a company made up of at least 30% alone is often not enough to promote diversity and McKinsey also found a statistically significant female leaders had six percent better profit margins inclusion (D&I) in every workplace. AM has looked correlation between a more diverse leadership than those that didn’t and she also cited McKinsey’s at some of the research into the effects of active team and financial outperformance in its Delivering study showing that organisations in the top quartile D&I policies on a company’s fortunes. Through Diversity report. The study found that for gender diversity were more likely to have finan- companies in the top quartile for gender diversity cial ratings above the national average. FINANCIAL BENEFITS in their executive teams were 21% more likely to “All of this shows that gender-balanced teams There has long been anecdotal evidence available outperform their competitors on profitability. More- perform better than those that are not,” she said. of how a diverse workforce can improve innova- over, firms in the top quartile for ethnic/cultural “That is largely down to having an effective and tion and financial performance and there is an diversity in their executive teams were 33% more open-minded leader who manages the team well, increasing body of study that supports those likely to have industry-leading profitability. creating an environment where it will thrive and conclusions. Julia Muir, the chief executive of Gaia Innovation perform well, translating to financial success. Boston Consulting Group examined more than and the founder of the UK Automotive 30% Club, “Diversity is about more than just being a good 1,700 companies in eight countries (Austria, Brazil, a voluntary group of executives with the aim of moral thing to do. It also has strong benefits to China, France, Germany, India, Switzerland, and filling at least 30% of key leadership positions in both your company and the wider economy by the US) across a variety of industries and company member organisations with women by 2030, said getting more people into employment and balance sizes, looking at the diversity levels of their research by Sodexo had found a positive correla- out some of the key roles.” management teams. It then measured the tion between a strong gender balance and Steve Nash, the chief executive of the Institute percentage of those companies’ total revenue that increased employee engagement. This had a of the Motor Industry (IMI), said the biggest came from new products and services launched knock-on effect on customer satisfaction and ulti- advantage of a diverse workforce was customers over the past three years. It found that having a mately operating profits, she said. feel more comfortable dealing with a company more diverse team increased revenues by 19% “A more gender-balanced team leads to a that reflects the make-up of society. That
SPONSOR’S COMMENT tives that attract new and diverse We are delighted to contribute to this talent to the industry, especially at a section focusing on future talent. It is time of huge technological disruption important that businesses in the auto- and developments in the sector itself. motive industry actively recruit and Diverse teams bring different perspec- advertise to a diverse group of appli- tives, ideas and thinking to the table, cants, ensuring that job roles are and by harnessing this, businesses written for both men and women, and are more likely to remain competitive. that they are being posted and adver- tised through a range of channels. At CDK Global, we support initia-
44 NOVEMBER 2019 am-online.com Sponsored by
of more diverse teams delivering better results FURTHER READING: and we believe our 98% direct hire rate is a Boston Consulting Group – How Diverse WISE campaign – Why gender diversity result of our strong employer brand which is Leadership Teams Boost Innovation makes business sense partly driven by our approach to D&I,” said www.am-online.com/DiversityBCG www.am-online.com/DiversityWise Martin. “Therefore, when it comes to attracting the best talent and outperforming the market, McKinsey – Delivering through diversity Harvard Business Review – When Gender the commercial case for diversification is www.am-online.com/DiversityMcKinsey Diversity Makes Firms More Productive compelling.” www.am-online.com/DiversityHBR Reputationally, employers can also reap the Peterson Institute for benefits of diversity by being viewed positively International Economics/EY The UK Automotive 30% Club by shareholders and customers alike. This is www.am-online.com/DiversityPIIE www.automotive30club.co.uk reflected in the fact that businesses are increasingly putting diversity and inclusion (D&I) at the top of their agenda. New research by Auto Trader, Ennis & Co means more potential for sales, he added. strengthen the quality of its client services and and Qlearsite has found that 88% of automo- “If your business is only full of white males of retain senior team members. tive organisations surveyed have identified D&I a certain age, that’s not going to resonate with While that’s not always reflected in the automo- as a key priority, while 53% believe the need to every customer,” he said. tive sector, some companies, such as Jardine attract and retain a greater array of skills and “By having a more diverse workforce you are, Motors Group, are leading the way in D&I. experience was the primary motivation for in effect, taking away potential reasons why Clare Martin, the group HR director at Jardine driving a D&I agenda. ALEX WRIGHT someone might not want to do business with Motors Group, said one of the greatest benefits you, and that can only be a positive.” of workforce diversification was having people Jim Saker, the director of Loughborough who think differently. That enables companies IF YOU GET MORE University’s Centre for Automotive Manage- to have a broader perspective when it comes to ment, said there was strong evidence that change and innovation, she said. COMMITMENT companies with a better gender mix at board “One of the benefits we see is around diversi- FROM YOUR level outperform less diverse rivals. However, fication of thought and contribution,” she said. he said that there was a lack of research into its “As a business, we are constantly innovating STAFF, THAT effect at the lower levels. and looking at how we do things differently, “We should have diversity in the work place which means we need people who think LEADS TO MORE as the underlying base position,” he said. differently.” “That’s easier said than done, however, SATISFIED because often a company’s culture is deter- RECRUITMENT & RETENTION CUSTOMERS mined by who’s in charge, the role models and Increased D&I can also bring benefits a host of other factors.” beyond the bottom line, such as recruitment AND, AS A and retention. DIVERSITY AND INNOVATION Martin added that a more diverse workforce RESULT, GREATER Technology giant Cisco attributes its ongoing was also more attractive to new recruits, PROFITS technological innovation to its diverse leader- with 67% of jobseekers citing it as an ship team, while diversifying client teams has important factor when considering offers. JULIA MUIR, helped management consultancy EY to “Within our business, we see the performance GAIA INNOVATION
am-online.com NOVEMBER 2019 45 adRocket
Increased tech disruption. Rapid digitisation. Transformative change. Today, the automotive industry needs diversity of thought.
Diverse teams bring different perspectives and ideas to the table, which is critical for driving innovation ñ a vital component of the modern automotive industry.
Cath Sibbald VP HR, CDK Global
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FP_AM_Futuretaleid4055884.pdf 10.08.2019 11:48 SPOTLIGHT:
FINDING FUTURE TALENT Sponsored by Building diversity in from the ground floor Carefully worded job ads, upgraded facilities and internal networks go a long way to boosting minority representation
t’s a truism that words matter 30% Club, to ensure that 30% of its senior roles when recruitment campaigns will be filled by women by 2030. OUR INDUSTRY are planned, but it is still “Our industry has never had an equal mix of I remarkable to learn just how men and women, but we are fully committed to HAS NEVER HAD great their impact can be. this strategy,” said Shepherd. Toyota (GB) decided to analyse how it “We run Women in Business networking AN EQUAL MIX filled both internal and external vacancies, sessions on an array of topics, showcase some OF MEN AND after noticing a wide variation in the number of our senior women on LinkedIn to show what of applicants. they are achieving, work very closely with the WOMEN, BUT “For us, the whole conversation around diver- UK Automotive 30% Club and sponsor their sity and inclusion is about great talent, making e-zine, which profiles female role models.” WE ARE FULLY sure we attract and retain the right talent and The next step, said Shepherd, is to promote then enable them to be their best while working vacancies in different places, using new recruit- COMMITTED for us,” said Rachel Shepherd, general ment methodologies and agencies, to attract manager (HR). talent from different industries and also TO THIS [30% “We looked at what we’d been saying about different types of candidates. vacancies, and to be honest, some sounded Toyota’s strategy isn’t facilities-led, although BY 2030] STRATEGY quite dry. Now they’re couched in more uplifting the head office does have quiet rooms language, they provide just an overview of each which can be used for prayers, and the RACHEL SHEPHERD, TOYOTA GB role, and we also stress that we embrace flexible working practices.” Interview feedback showed that the commit- ment to flexible working immediately generated an increase in female applicants, as did including details of Toyota’s development programmes and mentoring for women employees. Changing how a particular job was described led to even more surprising results, said Shepherd. “We had a customer care role in our dealership network. Originally, it was described as an ‘advanced sales traineeship’, but when we tested the response of school-leavers to those words, 100% of females were not interested in applying. “However, when we changed the title to ‘trainee customer consultant’, and tweaked the job description slightly, 40% of applicants were female. When we used to advertise externally, we averaged three candidates for a vacancy. Now the average is 26.” Toyota is equally determined to shift its gender balance at a more senior level, via a pledge as part of its membership of The UK Automotive
am-online.com NOVEMBER 2019 47 SPOTLIGHT:
FINDING FUTURE TALENT Sponsored by
building is accessible to all users. “We’re not putting lots of investment into Naturally, there’s no single solution to AS OF AUGUST, facilities at the moment. We believe the first addressing the challenges of attracting talent challenge is to get the right behaviours, and from as broad a range of people as possible, 51% OF THE then the culture will follow. Otherwise, there’s and Auto Trader has taken a different approach a danger that it’s simply window-dressing. at its offices in Manchester and London. PEOPLE WHO “The one target we did give ourselves, after I Bex Clark is Auto Trader’s manufacturer and ACCEPTED JOB joined Cox Auto four years ago, was around agency director, but has also been involved in gender diversity. Now around 30% of delivering its diversity and inclusion OFFERS IN 2019 employees are female, from just 20% three (D&I) strategy. years ago. “We began by adopting a simple definition, that ARE FEMALE “In general terms, our key focus is to make diversity was about the mix of people in our this a great place to work, and diversity and organisation, and inclusion was about how well BEX CLARK, inclusion is just one element of our talent and all those people worked together,” she said. recruitment strategy,” she said. “The introduction of D&I workshops was AUTO TRADER However, line managers have been given fundamental to the process, so all existing detailed toolkits, looking at specific issues such employees (800 at the time) could understand became a tech company, the male-female as unconscious bias, and highlighting the our approach, discuss it, and then collaborate ratio increased, but we have been working general characteristics Cox would like to see with each other as the changes were introduced. steadily to reduce it. Now, it’s 61:39, but the in new recruits. “Now every new recruit attends such a work- female percentage has risen by one percentage “I’m not a big fan of formal policies. It’s more shop. We’re proud that it’s become a core point in each of the last three years. As of about having the right principles and trying to element of our culture, and particularly pleased August, 51% of the people who accepted job steer our managers in the right direction,” that potential recruits regularly reference those offers in 2019 are female.” said Fisher. sessions, and other elements of our strategy.” The group shares Toyota’s commitment to “I must admit though, that when I joined I felt Auto Trader established four networks, flexible working, has a prayer room at its as if I was going back in time, so I started hiring covering female, LGBT, disabled and BAME Manchester office, and quiet rooms and disa- people with different ways of thinking.” employees, and Clark said they have now bled access at both sites, but its D&I strategy She said she wants to identify people with become a powerful internal force. has gone beyond the basics. passion, enthusiasm, desire and attitude, “We listen to employees who naturally lean “We try to consider all design elements, so rather than looking at someone because to one of those groupings, and those who ally each floor is described in letters as well as they’ve spent 20 years in the automotive themselves with them, as to how everything is numbers, and we use the right shades of paint industry. working and how things can get better. for colour-blind people,” said Clark. “We needed to tap into a very different pool “When we folded the magazine business and “This year we became the first company to of talent to freshen up our organisation, deal receive an award from the National Autism with the challenges facing our industry, and Society, for being an ‘autism-friendly’ employer, grow the business more successfully.” AROUND 30% we monitor all employees’ physical and mental On her annual visits to the group’s locations, wellbeing, and carry out regular tests to Fisher admitted she has been most impressed OF EMPLOYEES identify potential loss of hearing.” by Cox’s Shepshed site, a centre of excellence ARE FEMALE, Auto Trader has been shortlisted for the for LED technology. European Diversity Awards 2019, became the “They built a really formidable team by FROM JUST only company to be awarded ‘Best Corporate bringing together people who really were Entry’ at Manchester Pride for three succes- different. Young and old. The hours they 20% THREE sive years, and has been noted for its efforts worked. The way they looked and spoke. It was on behalf of its BAME employees. total diversity. YEARS AGO Cox Automotive employs 2,200 people in the “We need more of that approach, because UK across 16 sites, and its D&I strategy focuses we want to enable everyone who comes to ALISON FISHER, on the corporate culture and workplace envi- work to feel they can be themselves, and also ronment, according to Alison Fisher, its chief be the best they can be. What we don’t want COX AUTOMOTIVE people officer. is clones.” IAN HALSTEAD
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FP_AM_39760Starlid3998687.pdf 08.13.2019 11:39 SPONSOR in association with SHOWCASE How to attract new and diverse talent
Cath Sibbald, VP of HR, highlights CDK’s views on recruitment and how it builds a varied workforce
Do people outside our industry perceive rapidly innovate and transform, so has its the automotive sector to have quite a traditional image. In a 2016 European study, ‘blokey’ image? Why is that? Deloitte reported that 62% of women in the There can be a tendency to perceive the automotive industry would remain in the automotive industry as ‘blokey’, as it has industry if they started their career today. been traditionally male-dominated in the past. The good news is that this is certainly What barriers need to be taken down changing, but I can understand how people to entice a broader spread of candidates outside of the industry may not be able to to apply for roles in automotive retail? see the change as clearly as those within. One of the main barriers in recruiting a Put simply, I think a lot of people have diverse workforce is a lack of visible traditionally thought of cars and driving as representation. If applicants perceive a male interest, even though that’s really there to be a certain culture within the not the case. The automotive industry is industry that they may not fit into, they about much more than just ‘liking cars’, are unlikely to see it as somewhere they and the variety of roles within it range from can be successful. engineering and software development to It is important that businesses in the auto- customer experience and project motive industry actively recruit and adver- management (and much more besides). It is tise to a more diverse group of applicants, perhaps more obvious to those of us within ensuring that job roles are written for both the industry, but a shift in the culture of the men and women, and that they are being automotive industry is already under way. posted and advertised through a range of There is still a way to go, but the number channels. Blind applications are a valuable of women entering the industry is slowly tool in combatting unconscious bias, as What tangible benefits could businesses increasing, and as the industry has had to well as ensuring the hiring board itself is gain from taking action to increase diverse, including interview formats being workplace diversity? focused on problem-solving and skills Diversity is more than just a buzzword or a COMPANY PROFILE rather than industry knowledge. metric to strive for – it has a direct effect on In addition, businesses need to make sure the bottom line. Organisations with more their external facing appearance is in line diverse management teams see up to a Key products: Providing automotive with their internal values. If diversity is 20% increase in revenue over those without. solutions to dealers in more than 100 something the business values, then this Diverse teams offer different perspectives countries. needs to be clear to potential candidates. and ideas, which is critical for driving Key staff: Cath Sibbald, vice-president Whether it is featuring team members on innovation – a vital component of the human resources, CDK Global the website or actively engaging on social modern automotive industry. In fact, a 2018 Founded:1972 media channels, businesses need to be Deloitte study, in partnership with Based: Hungerford, Berkshire, UK seen to be supporting the values they Automotive News, found that diversity of Visit: www.cdkglobal.com/en-gb uphold in order to attract a wider range of thinking in leadership enhances innova- Email: www.cdkglobal.com/en-gb/ candidates. tion by 20%, and diverse groups are more contact-us CDK Global is taking a broader view to adept at spotting risks, reducing their Telephone: 01488 662 662 promoting recruitment opportunities by occurrence by 30%. ensuring that language is gender-neutral We are in a time of increased technolog- in job specifications and interviews are ical disruption and rapid digitalisation, and based on skills rather than automotive with the automotive industry going through experience. As a result, a more balanced a period of transformative change, innova- and diverse workforce is being shaped. tion is essential for its survival. New car
50 NOVEMBER 2019 am-online.com Advertising feature
CDK uses gender-neutral language and ensures interviews are based on skills rather than automotive experience as a way of shaping a more diverse workforce, says Cath Sibbald, CDK’s vice- president of human resources
purchasing models and subscription One of the best steps businesses can take forces and looked at promoting diversity services, electric and automated vehicles, to foster a more diverse working culture is from a school age. plus an increased focus on public and developing an inclusion council to keep STEM industries have embraced collabo- shared transport, have all put pressure on diversity at the top of leadership agendas, ration in order to attract a diverse retailers to stay one step ahead of automo- as well as a detailed communications plan, workforce by actively encouraging more tive trends. showing how diversity is being promoted women to take up maths and science in With a diverse workforce, businesses are throughout the business. To nurture existing school and university. The impact is meas- more likely to remain competitive and capi- talent, it’s important that clear and person- urable too, as 2019 marks the first year talise on opportunities for growth. Not only alised development paths are set out, so where more women took A-Level science that, a diversified workforce attracts a that individuals, in particular future female exams than men. wider audience. This is up to 70% more leaders, can see how their career can Celebrating the achievements of those likely, according to a 2013 study by the progress without having to look elsewhere within the industry is also essential in Center for Talent Innovation (CTI). for opportunities. providing role models for the incoming workforce, as the international success of What can businesses do internally What other markets or industries could Ada Lovelace Day (held on October 8 in to foster diversity and empower the talent the automotive sector take lessons from 2019), now supported by globally significant they may already have? relating to developing and maintaining a business and academic institutions, proves. Recruiting for a more diverse workforce is more diverse workforce? Actively making the automotive industry only one half of the equation, it is crucial There is already a great deal of overlap relevant, exciting, and modern to a wider we also support talent within our organisa- between the STEM industries and the pool of potential candidates is vital in order tions. Diversity must be fully implemented automotive industry, but we can still take to increase interest in entering the and integral to an organisation’s business inspiration from the broader STEM automotive industry, and subsequently, to model, not just an addition to meet targets. landscape, including how they have joined attract the brightest young talent. am-online.com NOVEMBER 2019 51 adRocket
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FP_AM_419796id4055968.pdf 08.10.2019 12:26 SPOTLIGHT:
FINDING FUTURE TALENT Sponsored by What are the barriers to more diversity in motor retail? Dealers are increasingly making the business case for more diversity and inclusion, but a lot remains to be done
he automotive retail sector is “This isn’t just limited to the automotive industry, on D&I. Some of these companies are even making progress on tackling the but there is a tendency to recruit ‘like me’ and not linking these “leadership targets” to their bonus. barriers to boost diversity and to expand beyond the norm,” she said. Trehan said: “If they’re not linked to targets then T inclusion (D&I), but more needs “One of the biggest barriers is walking into a they become ‘nice to haves’, rather than things to be done to highlight the good business and not seeing people like yourself that actually happen.” being done by those in the industry moving in the already represented.” Trehan said making a business more inclusive right direction. Trehan said businesses will often defend their doesn’t mean “flipping everything upside down”, According to Lynda Ennis, the founder of execu- position by saying that not enough women, ethnic but there may be some structural peculiarities tive search specialists Ennis & Co, leading minorities or disabled candidates come forward that need to work to make things more accessible industry retailers have stepped up to tackle or get through the recruitment pipeline. However, to a wider group of people. issues around pay structures and job she said this should be taken as feedback that a She said: “How are the working hours put flexibility. company’s recruitment strategy needs to change. together and how embedded are you in a Ennis & Co was a joint stakeholder with Auto She said: “You need to become more visible. particular approach?” Trader for the ‘Making Diversity and Inclusion a Whether that’s engaging with schools, local Ennis said whatever retailers do, it cannot be Business Reality’ report. The report, in its second networks or local business communities. a tick-box exercise and D&I cannot be solved in year in 2019, interviewed about 100 HR directors, “There may already be people in your one jump. chief executives and managing directors to track organisation that you should be making much She said dealer groups should look to access progress on D&I. more visible.” the biggest problem areas in a controlled and Ennis said: “There are a number of retail Ennis said companies such as Cox Automotive gradual way. groups, like TrustFord, Sytner Group, Marshall and Addison Lee have been encouraging things “I would say progress on D&I is more of a mara- Motor Holdings and Jardine Motors Group, that such as employees being able to attend children’s thon than a sprint, yet it is much more intricate have already looked at pay levels and working sports days, accommodating time off to care for than this. I’d liken it to more of a triathlon; where flexibility with job sharing and done something sick loved ones, or changing work schedules to there are multiple areas that all need to be about it. accommodate the school run. worked on separately to align. It’s more about the “We know the automotive retail business is very Some companies have added conference call journey, the pace and the finish than simply demanding and is moving 365 days of the year capabilities to every meeting, so there isn’t pres- bolting over the hurdles.” TOM SEYMOUR with a lot of pressure on delivering volume. But sure to attend physically as long as it’s possible in the last two years since we’ve been looking at to dial in with voice or video. this topic, there has definitely been progress.” Ennis said: “You have to be as accommodating Respondents to the survey showed that training as possible while still being able to deliver what and development (36%) and having a strategy that you need commercially. focuses on having a diverse and inclusive work- “This includes increasing basic pay levels and force (33%) were generating the biggest benefit being much more open-minded around areas for businesses, while flexible working and the pay like job sharing and recruiting based on skill, gap were each cited by 9% of respondents. rather than job role.” Overall, organisations that were surveyed Trehan said some businesses are being quite largely showed a positive commitment to strict with targets to make sure there is progress modernising ways of working, with 56% claiming to offer flexibility in working arrangements, 36% redefining how teams work and 29% have begun YOU HAVE TO BE AS developing a business case for better work/life balance. ACCOMMODATING While progress is being made, one in five (22%) organisations said they believed they have not AS POSSIBLE made any progress in these areas. Kira Trehan, Birmingham Business School WHILE STILL BEING ABLE professor of leadership and enterprise develop- ment, said that while areas such as pay and TO DELIVER WHAT YOU flexibility are important, she believes looking at the development opportunities and recruitment NEED COMMERCIALLY practices in the first place is where the industry really needs to start. LYNDA ENNIS, ENNIS & CO
am-online.com NOVEMBER 2019 53 A PHYGITAL EVOLUTION
The UK’s biggest Remarketing network – BCA opens remarketing facilities in Nottingham
With a UK network of 24 centres from its remarketing and de-fleet network Scotland to the South-West, BCA is across the UK, with Nottingham, Bedford, integral to the UK motor industry Manchester and Blackbushe all offering and continues to grow its footprint. selling capacity in excess of 100,000 As the UK and Europe’s largest vehicle vehicles annually. marketplace, BCA helps sellers and buyers alike with a complete range of More sellers means more choice The vehicle buying and selling services, as biggest remarketing network also offers well as a raft of complementary services the very best choice of stock for buyers. such as logistics, storage and vehicle BCA announced numerous business wins refurbishment. and renewals across the dealer landscape over the past 18 months including H R The UK’s biggest remarketing network Owen, JCT 600, Taggarts, Motorline, continues to grow Halliwell Jones, West Riding Hyundai, BCA opened expanded remarketing Sandown Mercedes, Eden Group, Trust facilities at the Nottingham centre late last Ford, Snows Group, Hammonds, Imperial year, with a new back-to-back two-lane Car Supermarkets, Johnsons Cars, LSH, auction adding significantly to the facility’s Steven Eagell, Swansway Group and TC The BCA Buyer app offers volume, efficiency and throughput. Harrison. access to a huge range of The Nottingham development is part BCA also announced its largest motor used vehicles of BCA’s ongoing strategy to enhance industry service deal, agreeing Advertising Feature
KEY CONTACTS a five-year Auto Services Solutions BCA launches Daily Pricing BCA launches part-exchange funding contract with BMW (UK) Limited, which with BCA Valuations BCA Partner Finance launched a new includes its specialist leasing business, BCA now offers daily valuation capability service for part-exchange vehicles, Alphabet. BCA provides a full range to ensure buyers and sellers are fully providing dealers with additional of joined-up solutions from de-fleet, informed and in tune with actual market working capital, improving cashflow refurbishment, inspection and collection, conditions. and profitability and enabling dealers to inventory management and remarketing, A significant expansion of BCA’s finance a part-exchange instantly on the both physical and digital, for BMW UK. Decision Intelligence capability is driving forecourt. Cazoo, one of the UK’s most exciting greater efficiency and insight, generating BCA Partner Finance helps dealers automotive start-ups, has signed a significant enhancements to the accuracy Dene Jones, Chief secure funding to allow them to number of commercial partnership of BCA Valuations, which predicts the Marketing and expand their retail operations. It was Data Officer agreements for its vehicle logistics, final hammer price on vehicles. The the first finance product to launch that refurbishment and vehicle disposal service is now provided daily to BCA was specifically designed for the UK requirements with BCA. BCA will refurbish customers using the BCA Dealer Pro remarketing sector. cars purchased by Cazoo at various BCA- system. The Part-Exchange Funding service owned locations, with UK-wide logistics BCA Valuations is the only service is delivered through BCA’s Dealer Pro support provided by BCA Automotive. In reflecting remarketing sale values in platform which allows dealers to appraise addition, BCA will provide part-exchange real-time using insights including cosmetic a vehicle and be automati-cally provided disposal services for Cazoo using the and mechanical condition, colour with the BCA Valua-tion, a real-time BCA Consumer Appraisal and Dealer Pro and equipment. The service uses fully view of the trade price, before applying product set, as well as its market-leading automated machine learning algorithms Stuart Pearson, Chief for funding. It creates a unique stock imagery solutions from AutosOnShow. to calculate fair and unbiased valuations, Operating Officer management and funding solution for the It all adds up to the widest selection of based on 200 distinct data points across all-important part-exchange sector vehicles at every age, mileage, condition five million real transactions. and specification, with more than one BCA Valuations is game-changing for million vehicles sold by BCA annually via the remarketing sector and means both physical auction, Live Online, Bid Now and buyers and sellers are aligned to actual, Buy Now, e-Auction and virtual sales. real-time market sentiment
BCA launches Buyer app BCA plans further enhancements for The BCA Buyer app offers mobile access BCA Dealer Pro in 2019 Craig Purvey, Chief Launch of cinch to the largest range of used vehicles in BCA Dealer Pro delivers a holistic range Commercial Officer Launched in July 2019, cinch offers a new the UK with the ability to search and of dealer support services that make the faff-free way to find, buy and sell a car. It track stock in real-time. The app supports part-exchange process more efficient and is a new online service putting consumers online and in-auction bidding by allowing profitable. It is used by leading franchised at the heart of the process, with an users to track multiple vehicles in real-time and independent dealers across the intuitive search function that allows them and be notified when bidding starts. Users UK and is integral to many to browse by lifestyle and not just price receive notifications that selected vehicles manufacturers’ used car and online and model. Consumers are supported in are approaching their auction slots to retailing programmes. every step of the journey. ensure they do not miss the chance to Last year was transformational for the cinch works with trusted dealers and car place their bid. In addition, app users can service, with over two million vehicle supermarkets in the UK. All cars are under instantly purchase vehicles listed at a fixed appraisals and valuations conducted. BCA seven years old, and have been driven price from our growing number of Buy also integrated Partner Finance to the app for 70,000 miles or less. More than 20 Now sales. to fund part-exchange purchases. dealers and car supermarkets have already The app – free to download on the App BCA is working on a series of partnered with cinch. Store and Google Play Store – offers a integrations with leading technology quick search for vehicles by make, model, providers including Dealerweb, auction centre, sale date and vendor. EnquiryMAX, Pinewood, Fast Track and A ‘free text’ search function allows CDK to remove the need for rekeying and buyers to locate stock by mixing and improve data accuracy. BCA Dealer Pro matching criteria including sale location, also has an ongoing Agile development registration details and equipment data, programme in place, working closely such as ‘climate control’ or ‘tow-bar’, for with existing customers to drive through example. Results can be sorted across regular upgrades and improvements. a range of bespoke criteria, from sale catalogue to price and a new For more information, BCA Dealer Pro makes the ‘recently added’ function. part-exchange process more Users can view all the vehicles they want visit bca.co.uk efficient and profitable to bid on in one screen with a simple vehicle tracking feature and benefit from real-time running orders and vehicle notifications. Mobile users can also now access their saved searches on BCA Search. AM LIVE 2019 PREVIEW Automotive management LIVE 2019 PREVIEW At a glance New for this year n Focus on the FCA’s motor finance review n New dealership operation standards for emerging vehicle technology n Sustainable product focus in the Future Dealership Zone
Back by popular demand n AM Best Dealerships to Work For awards n Masterclass sessions where best practice is shared n News of latest government lobbying from the NFDA n Jam-packed exhibition hall housing leading automotive retail suppliers n Comfortable and relaxed café area for networking opportunities
Topics and issues n Used car market performance n The FCA’s likely stance on commission disclosure and what retailers need to do n Preparing the aftersales workforce for EVs and new tech n Online vehicle retailing n The increasing digitalisation of the dealership
Best-practice sessions n Video n Used cars Automotive Management Live is an insight-packed event for n Customer loyalty car retailers – franchised and independent – and n Social media manufacturers who want to compare and contrast the latest n Online vehicle retailing n Live chat products and services from the sector’s leading suppliers, n Data-driven insights attend masterclass sessions that focus on specific areas of n Website and digital n Leadership modern retailing, listen to expert speakers in our people and n The future of automotive retailing finance theatres and network with industry colleagues.
56 NOVEMBER 2019 am-online.com Find out Aftersales professionals about how new technology, particularly Who should attend? the increase of EVs and the increasing 6 reasons Anyone who wants to stay one step amount of ADAS features on cars, ahead, understand what’s on the affects aftersales by attending the IMI’s to attend horizon and explore ways to futureproof People Theatre, which focuses on their business in a fast-changing standards and training for emerging environment. vehicle technology
Understand the legal Senior motor retail professionals HR professionals Gain insight into how automotive retail framework surrounding working with will evolve, what you can do to prepare electrified vehicles, find out about the Free for dealer and and how to maximise the opportunities latest industry standards, training and manufacturer delegates as well as challenges that may arise qualifications and discover the AM Best Dealerships from the latest Financial Conduct attributes of the Authority’s review to Work For scheme to boost retention and attract the best candidates Glean the Car sales professionals latest developments in various aspects Digital marketing and marketing Compare the latest services From fine-tuning social of retail operations, including used car professionals and products available to help market trends, purchasing vehicles media strategies to the latest trends in the motor retailer online, using digital assets to bridge the web development and video gap between digital and physical communications, a host of forecourt and how to boost masterclass sessions provide customer loyalty guidance, tips and insights Identify Attend the AM F&I professionals Manufacturer professionals Get insights into modern motor Finance Theatre and find out how the tools and systems that can enhance retailing best practice, digital sector is viewing the FCA motor review your dealer network’s performance marketing, improving the and the latest thinking on vehicle funding customer experience and used
n The importance of car market trends n Avoid common finance leadership and what We explore: regulation pitfalls online the most successful and deliver a virtual journey dealership groups have Used Car market that is compliant in common n The impact of Brexit n Identifying meaningful data Learn the latest advice about uncertainty on vehicle and turning numbers into Customer experience sales, particularly in a actionable insights with n Learn about customer challenges such as people no-deal scenario an impact loyalty strategies that will management and finance n Expert insights into the help to grow the business compliance performance of the 2019 The FCA’s motor review n How to deliver a smart and used car market n Find out the potential legal seamless customer n The trends and influences implications of the FCA’s journey that straddles the sector can expect latest review multiple communication to see in 2020 n Listen to a lender’s point of channels view and its likely dealer n Make your website and Find new ways to increase Customer communications expectations digital communications revenue, improve efficiencies n How apps are enabling n Learn from the practical more personalised and enhance customer service retailers to upload vehicle experience of a large imagery and videos in just independent used The future dealership a few hours car group n How to create a paperless n How social media dealership while advertising can boost People improving the audit trail n dealers’ customer reach Understand the legal n Products to support the Network with colleagues, talk to n Why connecting with the framework when growing switch to EVs suppliers and discuss new consumer wherever they are employees work with n Ways to develop and on whichever platform electrified vehicles sustainable dealership ideas, initiatives and innovations they choose is essential n Why a code of practice practices surrounding Advanced Digital Driver Assistance Systems n Why harmonising SEO and (ADAS) is necessary and There’s still time to register, visit<<< PPC strategies is both find out about the proposed cost-effective and a way industry minimum >>> to deliver better results standards www.automotivemanagementlive.co.uk
am-online.com NOVEMBER 2019 57 AM LIVE 2019 PREVIEW ADVERTISING FEATURE The worst thing to say to a customer
Don’t make the mistake that many salespeople – and sales managers – make, says Simon Bowkett of Symco Training The worst thing you can say to a customer is, “Is there anything I can do to get you to buy the car while you’re here today?” You have probably heard a lot of your colleagues say it, and if you’re a sales manager you have probably said it yourself to your salespeople sometimes. So what’s the problem with it? First of all, it makes you seem a bit desperate. Customers can sense it and it pushes them away. You are also effectively telling the customer that Automotive you have got a bit more money up your sleeve. After all that time you have just spent building up trust and rapport, now you are inviting them to management give you a silly figure. LIVE But the real issue here is you have probably just created a shopper. If you don’t succeed in closing them, the customer is going to be walking away thinking: “He’s not giving me the best deal here. Maybe one of his competitors will.” FINANCE THEATRE A word track that works So what’s the best way to deal with situations such as this, when the customer wants to go away and Sponsored by think about it? You may want to try something like this: “Yes sure, I understand. Buying a car is a big decision he Automotive Management of £10,000, the FCA estimated that the and it shouldn’t be taken lightly. But listen, I’d hate T Live Finance Theatre brings broker commission could mean the to think that you drive out of here, get a little way together inspiring keynote customer pays out about £1,100 more down the road and you turn to one another and speakers from the field of motor in interest charges. finance to take a closer look at the Other areas the FCA motor review say, ‘if only he’d done such and such, we would Financial Conduct Authority’s review highlighted were transparency of have gone ahead with that’. Just so you don’t have of motor finance. information provided to customers and to have that conversation, while you’re here, what While FCA compliance has been an assessing affordability. would that ‘such and such’ be?” on-going concern for retailers, the The impact of any changes could be There are other approaches you can try that regulator’s renewed focus is creating far-reaching for the automotive retail work equally well, so check out my new sales some disquiet in the sector. sector, with dealers having to revise training video on the AM website this month In particular, in its motor review their systems and processes. (www.am-online.com/symcotraining, or at published in March, the FCA has drawn The FCA’s motor review and its www.symcotraining.co.uk). attention to commission models, the potential repercussions are discussed risk this poses to consumers and against the backdrop of the regulator’s Try them on your customers or, if you’re a sales whether there are adequate measures publication of its annual report, where manager, go out and second-face yourself. But in place to mitigate this risk. it was revealed it collected three times whatever you do, don’t just say: “Is there anything The FCA estimated that broker the amount in fines in 2018/19 I can do to get you to buy the car while you’re commission, which allows brokers a compared with the previous year. here today?” wide discretion when it comes to Financial penalties increased from setting the customer interest rate, ££69.9m69.9m ttoo ££227.3m227.3m yyear-on-year,ear-on-year, wwhilehile Visit our website for a free training trial costs consumers £300 million a year tthehe 665050 eenforcementnforcement ccasesases tthathat wwereere To find out how our low-cost, IMI-approved online compared with a baseline of flat-fee oopenpen aass ooff MMarcharch 331,1, 22019,019, wwasas 331%1% training programme can help train your team, visit mmodels.odels. OOnn a mmotorotor ffinanceinance aagreementgreement hhigherigher tthanhan aatt tthehe ssameame ppointoint iinn 22018.018. symcotraining.co.uk/freetrial and start your free trial today.
58 NOVEMBER 2019 am-online.com affordability assessments and lender oversight of brokers/ MotoNovo – dealers as particular areas of concern. what should we Despite dealers’ concerns about possible changes to expect from the come, Karl Werner, the chief FCA following executive of MotoNovo’s motor finance division, continues to its review? see finance as an opportunity for dealers, especially in used The motor retail industry is vehicles. awaiting the announcement of He said: “We must be the Financial Conduct prepared for change, and we Authority’s potential changes are, and we must embrace that with interest, according to change. Automotive Management Live “Down the years, increasing Finance Theatre sponsor regulation has been followed MotoNovo. consistently by growth in dealer The regulator announced its finance. The model for car sales final findings in March with the and financing is set to evolve. headline ‘FCA acts to address “At MotoNovo, we believe the unclear and excessive motor opportunity for a ‘triple win’ for finance costs’, a clear signal dealers, customers and EXPERT SPEAKERS that changes are likely before MotoNovo is on offer and we are Our line-up of speakers promise an enlightening and thought- the end of this year. ready to help dealers to ‘seize provoking hour providing retailers and manufacturers The report identified the day’.” commission arrangements, the ■ MotoNovo Finance is at with insights into what we might expect from the FCA’s . recommendations due by the end of this year. supply of sufficient, timely and stand C42 transparent information,
Understanding The dealer’s The finance provider’s the FCA review perspective point of view Russell Kelsall, partner and head of Neil Smith, operations director, Karl Werner, CEO, MotoNovo motor finance consumer and motor finance, TLT LLP Imperial Car Supermarkets Commission arrangements, the supply of Exploring the FCA’s review of motor Imperial Car Supermarkets operates 16 sufficient, timely and transparent finance, this presentation aims to provide supermarkets across the country and 12 information, affordability assessments and dealers with the essential insights needed service facilities and has been an lender oversight of brokers/dealers were to understand its essence within the innovator in the used car market. all identified within the FCA consultation’s context of a legal framework. This session Smith will provides the dealer’s scope. This session explores how dealers will focus on areas highlighted by the FCA perspective on creating a culture in line can prepare for what may be significant highlighted as of particular concern, such with the FCA’s ‘treating customers fairly’ regulatory change. While continuing to view as broker commission, information principles and will share his thoughts on finance as an opportunity for dealers, disclosure, and affordability, including its the motor review, its likely impact and Werner says the model for car sales and definition of vulnerable customers. practical implications. financing will evolve.
am-online.com NOVEMBER 2019 59 adRocket
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AMLive-2019-DPS_V2.indd 3 2019-10-10 4:44:22 PM FP_AM_RAPIDRTCAMid4062855.pdf 10.11.2019 16:08 AM LIVE 2019 PREVIEW Automotive management LIVE DEALER MASTERCLASSES
Our popular dealer masterclass sessions are back at Automotive Management Live 2019, providing retailers with proven strategies, actionable insights and forthcoming trends and developments to help forward planning. Segmented into easy-to-access essential topic areas, we have turned to the best in the business, whose speakers draw on their wealth of data and expertise to provide attendees with critical intelligence on developments in the sector
Social media
Jeremy Evans, managing director, Marketing Delivery Marketing Delivery explores how automotive retailers can take eCRM to the next level using social media to connect with potential car-buyers. Evidence suggests dealers can achieve higher levels of customer engagement using a precise and targeted approach to social media and marketing, making a more relevant, compelling and persuasive offer for customers.
In this session, you will learn: n A better understanding of how eCRM can improve engagement with potential car-buyers n Greater knowledge of how social media marketing can help to target the most appropriate customers n An improved awareness of how ‘lost leads’ can be converted to sales using tailored email and SMS follow-ups
Used cars IN A TIME OF Anthony Machin, head of content, Glass’s UNCERTAINTY, Glass’s provides expert insights into the performance of the 2019 used car market and EVERY LEAD the trends and influences the sector can expect AND CUSTOMER to see in 2020. This session will provide the story INTERACTION behind the figures for the clarity retailers need to COUNTS. USING AS MUCH plan their used car strategy. TECHNOLOGY AS POSSIBLE TO KEEP IN TOUCH WITH In this session, you will learn: THOSE CUSTOMERS IS THE n What are the best- and fastest-selling models, KEY TO INCREASING makes, segments and fuel types across the UK? CONVERSION AND n Which of the UK’s dealers are outperforming RETENTION the market? What makes them more successful than you? JEREMY EVANS, n Where is the market heading and where has it MARKETING DELIVERY been? Is it finally time to ditch diesel?
62 NOVEMBER 2019 am-online.com ONLINE RETAILING IS A REALITY AND Digital marketing & website RETAILERS NEED Martin Dew, digital solutions director, Autoweb Design TO ENABLE Autoweb Design focuses on the virtual shop window – the CONSUMERS TO DO website. During this session, the discussion will centre on AS MUCH OF THE PURCHASE search engine marketing and how to optimise your website JOURNEY DIGITALLY, INCLUDING and reporting in order to maximise return on investment. THE TRANSACTION AS WELL AS ALLOWING CAR BUYERS TO DIP In this session, you will learn: IN AND OUT OF THE VIRTUAL n Harmonising PPC and organic search strategies AND PHYSICAL SEAMLESSLY n On-site optimisations for search engine marketing n Multi-channel reporting and budget optimisation JAMES TEW, IVENDI
Online vehicle retailing James Tew, chief executive, iVendi With online motor retail developing rapidly, James Tew looks at the latest trends including the emergence of blended solutions that enable customers to mix different elements of the sales process both online and in the showroom.
In this session, you will learn: n How to make your digital journey and website more relevant and personalised to your customers in 2020 n Misleading vehicle and finance information shown online could inadvertently lead to regulation breaches, understand the most commonly occurring issues and how they can be avoided n How technology can be used to avoid non-compliance pitfalls such as presenting deals online when price discounts and finance are promoted alongside added value products
Leadership and focus Neil Addley, founder and managing director, JudgeService Research After working with some of automotive retail’s most successful groups, Addley will deliver an informative and insightful view of what he’s learned about leadership from some of the best in the business.
In this session, you will learn: n How leaders of some of the biggest names in the sector have created their own leadership style n The common threads that inevitably emerge among the sector’s most successful automotive groups n The habits and skills some of the best automotive retailer leaders continually demonstrate n How to create the right culture in a business with a clear purpose, mission and goals n Apply simple techniques around focus and effective habits to produce great results
Video Alistair Horsburgh, chief executive, CitNOW As online and on-site retail become ever more entwined for car buyers, digital assets such as video, still imagery and 360-degree views are vital in persuading customers to take the next step. Horsburgh will discuss how the current process for capturing and publishing web assets is broken and demonstrate how to halve your time to web.
In this session, you will learn: n How to bridge the gap between digital to physical/online to offline and provide a seamless customer experience n How to make the most of online digital assets and cut time from retail-ready vehicle to website marketing n Consumer research highlighting what they want online and in-store to facilitate the smoothest of transitions between great virtual experience and exemplary customer service n Be among the first to access as yet unpublished car buyer research
am-online.com NOVEMBER 2019 63 Advertising feature Automotive Management Live Exhibitor profile How to boost your ROI with Gtechniq’s surface coatings
Your dealerships can charge premium prices for our premium products
techniq are industry leaders in durable surface coatings. We Gspecifically formulated Gtechniq Find us Platinum total coating system for the premium dealership segment, so that our at stand clients could offer market-leading ceramic coating at point of sale to the most B8 discerning of customers. Formed in 2001, Gtechniq have become world-renowned for their coating systems and the association with professional detailers and the International Detailers Association, which have hitherto been unavailable in this segment. In-house research and development and testing enables Gtechniq to maintain our position as thought-leaders in the sector. This enables us to offer products that are unsurpassed and continually set the performance benchmark anywhere in the world. We have a large UK-based
headquarters, with in-house chemists, research and development, marketing, packing and dispatch facilities, service and support ensuring that the products you offer are world-class.
You are in good company Gtechniq Platinum has become the partner of choice for many of the largest dealer groups in the UK with brands such as Rolls-Royce, Aston Martin, Bentley, Lamborghini, Ferrari, Porsche, McLaren, Maserati, BMW, Jaguar Land Rover and Mini. With Gtechniq being a premium product, you can charge a premium price for the treatment, which enables the dealer to drive higher PPU. We also have a brand new development that enables our dealership clients to ensure the vehicle preparation team is a profit centre in its own right. Technical training, sales training, For platinum enquiries, visit: ongoing support, a five-year guarantee gtechniqplatinum.com and some of the best marketing collateral available, ensure that add-on product income streams are maximised. AM LIVE 2019 PREVIEW
Live chat Thom Coupar-Evans, UK sales director, LivePerson This session explores how messaging technologies (from chat to Facebook Messenger to WhatsApp) can help the car shopping and purchase process and how to use them to your advantage. Take a walk through ‘the automotive tango’ that has helped dealers make almost double the number of connections with online shoppers.
In this session, you will learn: n How to do the ‘automotive tango’ and connect with more of today’s shoppers n Provide a better consumer experience with a smart, seamless way to move people through the car shopping and purchase process n Find out how to activate every possible connection point n How to help your team focus on closing ready-to-buy shoppers
Creating customer loyalty Lyn Howdon, global head of academy and learning, Chrysalis Loyalty Chrysalis Loyalty shares proven strategies for achieving sustainable growth through improved customer retention. Explore strategies for segmenting your customers, understanding behaviour, using data and machine learning, and the technologies available to help connect with customers now and in the future.
In this session, you will learn: n When the highest retention rates can be achieved n How to implement a successful renewal process in your dealership n Explore the technologies available to support your retention strategy n How to increase the reach of your incentives budget by more than 40%
Data-driven leadership and management Neil Murphy, automotive data scientist, Real World Analytics Real World Analytics shows how to crunch the numbers to obtain real-world insights into your business, turning data and information into action that boosts sales and profits. This session focuses on how motor retailers can work smarter rather than harder and make data work for your dealership.
In this session, you will learn: n Identifying the data that will make a difference to your dealership n Automatically collate all data sources into one place and improve efficiency n Turn data insights into action that boosts profitability n Achieve the right balance between information gathering and taking action, while avoiding data overload n Understand the benefit of having complete transparency of your group down to department level
OVERALL, THERE IS A GROWING DEMAND TO Future of automotive retailing CHANGE THE WAY WE PURCHASE CARS, AND Marcus Dacombe, international product marketing director, CDK Global DEALERS NEED TO CATER CDK Global takes a glimpse into the not-too-distant future of motor retail, where rapid change is already afoot, tackling some of the challenges TO CONSUMER DEMANDS. RETAILERS retailers need to face including even more digitisation, evolving consumer AND PARTNERS NEED TO WORK behaviour and how technology will impact the sector even further. TOGETHER TO DELIVER A BETTER CONSUMER EXPERIENCE. THE In this session, you will learn: AUTOMOTIVE INDUSTRY NEEDS TO n New technologies that will change automotive retailing THINK AS A COLLECTIVE, AND IF THEY n Evolution of consumer expectations, trends, and lifestyle choices DO NOT ADAPT TO CONSUMER n How automotive retailers can create connected experiences DEMANDS AND INCREASING n The value of consumer data and analytics n DIGITISATION, THEY RISK BEING How can automotive retailers continue to add value? DISRUPTED BY A PROVIDER THAT WILL MARCUS DACOMBE, CDK GLOBAL
am-online.com NOVEMBER 2019 65 Automotive Management Live Exhibitor profile
Transforming document management in the automotive industry
Reflecting the surge in popularity of digital document solutions, the MotorDocs team will be on Stand C28 at Automotive Management Live 2019 to outline the key things to consider ahead of making an investment decision and demonstrate how MotorDocs’ products tick all the right boxes
s profit margins are squeezed ever Given your choice of platform can have a document management will not give the best A tighter and the compliance burden long-term impact on the efficiency of your return on investment. weighs heavy, it’s no surprise that teams and their ability to deliver high The best platforms for automotive retailers management teams in automotive retail standards of customer service, it’s a decision are designed by people who have lived at organisations are turning to digital you need to get right. While the correct the coalface. At MotorDocs, we have document solutions for the clear choice will ultimately boil down to your invested in a team that truly understands the benefits, including: organisation’s specific requirements, there flow of paperwork around a modern are some fundamental elements everyone dealership. Without this intimate n Improved business intelligence should think about during their decision- understanding, it’s likely that compromises n Reduced printing and off-site storage costs making process: will have to be made in terms of functionality n Operational efficiencies – or further development time (and cost) will n Audit and regulatory compliance, visibility 1. Genuine automotive industry expertise be required to make the platform deliver in and controls Dealerships are unique retailing the way that you need it to. n Enhanced customer experience environments with a multitude of paperwork (some deal files alone can consist of up to 70 2. Proven track record At first glance, choosing the right solution different pieces of paper), a range of different Switching to a digital document may seem straightforward, but, on closer IT systems, bespoke processes and ever- management platform is an important inspection, there are varying levels of changing regulatory standards. As a result, business decision that can often involve quality, complexity, reliability and usability. a one-size-fits-all approach to digital multiple people within an organisation. And for good reason. Even though the cost and time savings they bring can essentially make platforms such as Find us ours cost-neutral, there is a financial at stand commitment to be made to get the system up and running and it involves persuading people in your organisation that this new C28 approach is better – guiding them through a change in process and attitude. If your platform fails early on, stops working or slows down as more people use it, then initial reservations towards the new approach will resurface and resistance to change will increase. By choosing a reliable provider such as MotorDocs – with an award-winning pedigree, products in use at more than 220 locations and lots of positive endorsement – you can be sure your chosen system won’t let you down.
3. Seamless integration with DMS and showroom systems To enjoy optimum return on investment, you need your digital document management platform to integrate with your current dealer management system (DMS) and showroom systems as seamlessly as possible. Advertising feature
systems with car dealerships? What form will the training take? At MotorDocs, our experienced team of automotive experts have the skills, knowledge and experience to ensure dealer teams are enjoying the benefits of digital document management as quickly as possible.
5. Responsive back-up and support Once your platform is up and running, no matter how reliable and secure it is, you will still need to be confident about the back-up and support available. We often help clients who have new team members come on board and need to be trained on the software. Some clients may tweak their internal processes and need the software setup to update accordingly or they may need help to get to grips with new features or system upgrades. Knowing there is a team such as ours, ready and willing to answer your questions and help whenever you need it, is hugely important. Not only for your peace of mind, but for optimising the potential of your new digital processes.
Talk to the experts on stand C28 at Automotive Management Live 2019 MotorDocs is committed to helping dealers transform performance through innovative and intelligent digital document solutions. We lead the way in developing cloud-based platforms that improve efficiency, compliance, profitability, customer experience and environmental impact. By introducing the full suite of MotorDocs products, sales and service departments can Our iDealFile product, for example, can A far cry from the efficient paperless vision remove large volumes of paperwork from the automatically extract documents directly you were dreaming of. dealership and introduce digital document from your DMS – quickly turning traditionally workflows – seamlessly collating information manual, paper-based processes into 4. Ease of set-up and implementation from multiple sources and unlocking efficient, secure and auditable digital Just as an unreliable platform can trigger powerful business intelligence. workflows. resistance to change, so can a platform that Our award-winning iDealFile platform is With such close links between your digital is time-consuming, expensive or tricky transforming post-sale efficiency and document platform, your DMS and your to implement. intelligence at 220 locations across the UK. showroom systems, you can unlock powerful Every second counts in automotive retailing Our new iServiceFile platform will offer the business intelligence that will improve the and you need your teams to be maximising same benefits to service and repair teams speed and quality of your decision-making. every opportunity to drive revenue, so system – with a specific focus on supporting more Without this integration, you may negate set-up and implementation needs to happen warranty approvals. the benefits you were looking to enjoy in the as quickly as possible. Come and see us on Stand C28 at first place. You could even end up increasing Key things to review include – how long Automotive Management Live 2019 to see the amount of work your team is required to will implementation typically take? What how our products can help you to unlock do – as they are forced to scan documents by work needs to be done up front to understand the positive commercial benefits of hand, convert them to PDFs and then your business and current set-up? What does fully integrated intelligent digital manually save them into your platform. a provider know about typical software and document management. www.motordocs.co.uk • [email protected] • 01635 905 985 Advertising feature Automotive Management Live Exhibitor profile iVendi brings latest thinking in engage, convert, transact Maximise your sales potential with a connected online customer journey
or many years, iVendi has used a F three-word mantra to explain how its technology functions for dealers, leasing companies and manufacturers: engage, convert, transact. At Automotive Management Live 2019, the company will be promoting its latest thinking and technology in all three areas. When it comes to how to ‘engage’ customers, iVendi will be showing its new finance search technology, which places vehicle, relevancy and affordability at its heart. Some of the innovations created are simple, but produce excellent results – for example, its in-built lifestyle search capabilities for consumers who don’t really know what they want. More sophisticated is new personalisation functionality that claims an automotive world first. Using data from previous customer activity, it produces Find us highly targeted results. For some people, a at stand search for a ‘fast affordable car’ means an “The new developments by the company shows Abarth 500, but for others, it is a Porsche that up to 15% of vehicles B28 911. iVendi’s technology can decipher the we are showing at AML held by dealers have the needs of each person and much more. represent the very cutting wrong or no model code When it comes to ‘convert’, iVendi will be attached, leading to considerable demonstrating its new improved dealer edge of what can be problems with everything from predicting widget, which can be plugged into existing achieved online” residual values to writing finance. This dealer websites to provide an almost- essential new product flags up potential instant online motor retail customer online vehicle transactions. The company misidentifications to dealers and provides journey. It includes everything from the has long since recognised that the detailed the means to resolve any issues, removing company’s advanced search technology nature of car, van and motorbike what has been a persistent issue. through to the ability to process online purchases is one of the impediments facing James Tew, chief executive at iVendi, who finance and payments. online motor retail. It has now developed will also host a masterclass in online car Crucially, the widget is easily technology that allows dealers to retail at AML on November 7, said: “As the personalised to each dealer’s existing effectively integrate factors such as part- market leader in online vehicle retail website design and branding, meaning exchanges, value-added products, technology, we are in a unique position to that it can be seamlessly integrated into negative equity and price discounting into innovate and enhance our products using their existing online presence. It is their customer communications, making experiences from both the UK and Germany. probably the fastest and simplest way to the final sale much easier. The new developments we are showing at evolve a basic dealer website to compete at Finally, iVendi is launching a new Stock AML represent the very cutting edge of what the cutting edge of online motor retail. Module at Automotive Management Live can be achieved online in our sector.” For ‘transact’, iVendi will be talking about (AML), which is designed to solve the n iVendi is the UK’s market leader in digital its latest thinking in how to handle complex problem of vehicle coding errors. Research motor retail, providing solutions used by leading car portals, thousands of dealers and many major finance providers. It delivers a connected online journey that e-mail [email protected], call places the customer in control of the entire 0345 226 0503 or visit www.ivendi.com process, maximising the potential of online car and van sales. AM LIVE 2019 PREVIEW
Joining CEO Steve Nash on stage at the IMI People Theatre will be: n Tom Denton, the IMI’s technical expert, technical trainer and consultant n Quentin Le Hetet, general manager, GiPA Group UK (automotive data and research) n Dean Lander, head of repair sector services, Thatcham Research
THE IMI PEOPLE WE ARE WORKING HARD TO PROVIDE THE APPROPRIATE THEATRE INFORMATION TO EVERYONE IN THE SECTOR ON THEIR OBLIGATIONS UNDER THE ELECTRICITY AT WORK REGULATIONS TO KEEP EMPLOYEES The IMI will focus this year on its safety campaigns and codes AND CUSTOMERS SAFE of practice in work on EVs and driver assistance systems STEVE NASH, IMI
esigned to ensure the highest standards electrified vehicles (hybrids, plug-in hybrids and D of safety are implemented when EVs). The IMI has developed qualifications and working with electrified vehicles and accreditations, supported by e-learning resources many unaware that the regulations even apply. advanced driver assistance systems (ADAS), the and deliverable through more than 600 IMI While a legislative framework already exists Institute of the Motor Industry (IMI) will use its Approved Centres, which will provide individuals for working with electrified vehicles, there is platform at Automotive Management Live to with the means to achieve TechSafe registration none for ADAS. Calibrating ADAS features on highlight its new TechSafe campaign. on the IMI’s Professional Register. vehicles, particularly following accidents, has The aim is to provide the industry with the Steve Nash, the chief executive of the IMI, said: been identified as a major issue by the Motor appropriate skills for new technology, “We are working hard to provide the appropriate Insurance Repair Research Centre (MIRRC) at including electrification, ADAS, connectivity and information to everyone in the sector on their Thatcham, which is working with the IMI to autonomous vehicles. obligations under the Electricity at Work regula- establish an industry code of practice. The code The IMI continues to work with the automotive tions to keep employees and customers safe and will establish minimum repair standards, sector, the Department for Transport, the Health to ensure employers stay on the right side of the undertaken by appropriately trained and & Safety Executive (HSE) and other key Health & Safety Executive.” qualified individuals. stakeholders to develop TechSafe. That includes Nash has found varying levels of knowledge and Nash said: “Nearly every new car has some working with Thatcham Research on the standards across the sector. Brands such as level of driver assistance on it, yet the level of introduction of a new code of practice for ADAS Toyota, where hybrid vehicles have been a feature knowledge out there to set those systems up and working with a broad-based sector advisory of its model line-up for around two decades, have after repairs, even after a windscreen group to establish agreed standards that will high standards of safety and training in its replacement, is really poor. Many don’t have the ensure the industry meets its obligations under network. But elsewhere in the sector, knowledge or the equipment to do that work.” the Electricity at Work Regulations. particularly in multi-vehicle workshops, By 2020, it is estimated that 40% of new Employers have to comply with Electricity at understanding of the rules and, subsequently, vehicles will have at least two ADAS features, Work Regulations when staff are working with the standards of practice in place, is patchy, with fuelling the demand for calibration services.
am-online.com NOVEMBER 2019 69 Advertising feature Automotive Management Live Exhibitor profile Celebrating more than 20 years as a specialist sign maker to the motor trade Our high-quality, high-speed designs help everyone to sell cars
ere at the Discount Vehicle Lettering H Company (DVLC), we have been serving the motor trade with all their vehicle graphics, signage and point of sale requirements for 23 years. Our in-house design and production team can take an initial concept to a manufactured product in a short space of time. We are the design and print experts... We use the latest production technologies with materials of the highest quality in our manufacturing process. Our incredible service – three working Find us days – and proactive marketing, along with at stand our ability to be at the forefront of point-of- sale and vehicle graphics, keeps us at the top of our profession. D26 We constantly exceed our customers’ expectations, as recent testimonials attest: “vital support to our business”; “quick to react”; “cannot recommend DVLC enough”; “deliver We help everyone sell cars! n Showroom & office products: safety a top-class service”; “great people to deal with n Quarterly campaigns: for all stripes, dry wipe boards, window graphics, and always deliver on their promises”; and, manufacturers magnetic stands our favourite, “once you have tried DVLC’s n Promotions: new car launch, seasonal n Forecourt advertising: bollard covers, professional and seamless service, you won’t offers signage, roof toppers, flags, vehicle graphics want to use anyone else for your dealership n Event packs: new plate, VIP, sale, pre-reg n Demonstrator & courtesy car graphics POS graphics…!” This level of service has n Bespoke graphics and point of sale n Vans: demonstrator, parts, rental, made DVLC the supplier of choice from n Brand / group-approved graphics promotional single-owner dealerships to multi-franchise n Dealership essentials: sold & awaiting n Signage: internal & external, health & motor groups and car manufacturers. preparation graphics, windscreen flashes safety, temporary, promotional, posters n Banners: internal & external, desktop, roll-up, PVC n Floor graphics: anti-slip, any shape & size n Magnetics: accessories, promotional, any shape & size. These are just some of the products and services available from DVLC. Visit us at Automotive Management Live, NEC, Birmingham at stand D26 to discover how we can help increase your vehicle sales together. DVLC: driven to help you sell cars!
Call 0191 416 8844 | Email [email protected] | Visit www.gotodvlc.co.uk AM LIVE 2019 PREVIEW THE NATIONAL FRANCHISED DEALERS ASSOCIATION Automotive Management Live’s co-host has had a busy year working on members’ behalf in the UK and Europe NEW CAR SALES HAVE BEEN AFFECTED nce again, Automotive Management Department for Transport (DfT) has granted a BY THE CONTINUED O Live is hosted in conjunction with derogation for non-RDE compliant vehicles for the POLITICAL the National Franchised Dealers run-out of any end-of-series product line UNCERTAINTY. Association (NFDA). The NFDA team will offer manufactured at least three months before the THE CONFUSION advice to dealers from stand D24 on the implementation deadline. This will be valid for 12 SURROUNDING pressing issues facing the industry. months past the new law’s implementation date.” EMISSIONS HAS “New car sales have been affected by the She said the NFDA has also been working ALSO HAD A continued political uncertainty. The confusion closely with the Financial Conduct Authority (FCA) DETRIMENTAL EFFECT surrounding emissions has also had a and its franchised dealer members on the ON THE MARKET detrimental effect on the market. Aftersales and findings of the motor finance enquiry. SUE ROBINSON, NFDA used cars continue to remain key areas of focus After launching the new Electric Vehicle for franchised retailers. The NFDA has been Approved (EVA) accreditation scheme in May, calling on the Government to provide clarity to endorsed by the Government’s Office for Low businesses and consumers as soon as possible,” Emission Vehicles (OLEV) and the Energy Saving European Car Dealers and Repairers (AECDR). said Sue Robinson, NFDA director. Trust (EST), the NFDA now plans to discuss The AECDR has already formulated a collective “After the introduction of WLTP in September the challenges and opportunities facing EVs response to the consultation by the European 2018, the Real Driving Emissions (RDE) regulation with dealers. Commission aimed at evaluating the Vertical was implemented on September 1, 2019. This year, NFDA joined forces with a number of Block Exemption Regulation competition rules, Positively, following our lobbying efforts, the European counterparts to form the Alliance of and will share more details on this soon. AM BEST UK xcellent employers will be celebrated at 1pm on the AM Hub E when the 2019 AM Best UK Dealerships To Work For will DEALERSHIPS be announced. Andrew O’Kelly of Best Companies Group will be joined by AM editor Tim Rose and programme sponsor Car Benefit Solutions to share TO WORK FOR insights into employer best practice, to announce the dealerships which made the list this year and to present trophies to their management. “Good luck to all of this year’s entrants. We look forward to sharing the results and recognising 2019’s AM Best UK Dealerships to Work For,” said Tim Rose, the editor of AM. The programme’s sponsor, Car Benefit Solutions (CBS), will be on hand at stand D40 to book delegates for a free, no-obligation fleet and compliance review of their company car fleet or employee car ownership scheme and enter them into a prize draw to win an iPad. CBS is currently undertaking an analysis of the different approaches to employee benefits among a random sample of about half of the UK’s top 50 automotive retail groups.
am-online.com NOVEMBER 2019 71 Advertising feature Automotive Management Live Exhibitor profile Tired of warranty providers profiting from your premiums? Crystal Clear Warranty delivers you a 100% expired profit return
re your warranty premiums putting A a dent in your bottom line? If so, we can help. Since 1984, we have helped franchised and independent dealer groups who spend too much on restrictive warranties by introducing them to Crystal Clear – the leading self-funded dealer warranty solution. Crystal Clear Warranty is a fully managed professional service delivering you a 100% expired profit return, free rescue and recovery, expert claims management and showroom support. Unlike traditional providers who profit from your premiums and put time- Find us consuming barriers in your claims process, at stand we offer a refreshingly transparent solution that will complement your values and unlock substantial new profit and A18 unrivalled flexibility within your aftersales.
100% profit return Crystal Clear Warranty is unique, Instant cash flow benefits delivering all the expired warranty profit to Instead of paying out premiums to a you, the motor dealer. Compared to other collective claims pot, we help you build a ‘pot’ warranties that stake a claim on your warranty claims fund that stays within money or insured warranties that keep all your business. This new financial the expired warranty fund, we offer you a advantage will significantly boost your refreshing and transparent platform cash flow, remain entirely within your that will unlock a new profit centre in control and empower your aftersales your business. strategy with unrivalled flexibility. Going ‘above and beyond’ for your customers should never be a chore or an means our relationship with you is not unexpected cost. With Crystal Clear clouded by vested interest. Instead, Warranty, putting your customer first and our partnership is cemented on exceeding expectations is built into the impartiality, fairness and customer-centred DNA of our solutions. common sense.
Zero vested interest Your additional benefits Unlike traditional warranty companies n Full claims authority giving you more whose profits are dependent on how much aftersales flexibility. of your premiums they can keep, we do n UK rescue and recovery included for things very differently. Every penny of your added peace of mind. expired warranty fund is yours. This n White-label option available to make the warranty yours. To find out how easily Crystal Clear Warranty can integrate into your business Visit www.warrantyadmin.co.uk operations and deliver new substantial or call 01522 515 600 profit to your bottom line, call 01522 515 600 or visit us at stand A18. AM LIVE 2019 PREVIEW FUTURE DEALERSHIP ZONE ponsored by RAPID RTC, the Future select exhibitors will inspire retailers with the all driven by consumer demand. Retailers will S Dealership Zone is an exciting showcase latest technology and retail sector insights. need to adopt new approaches, embrace of new and emerging technology that Talk of the future of automotive retail is technology on even grander scales and take bold, AM’s editorial team believes automotive retailers widespread and varied and includes emerging innovative steps into uncharted territories. will be using in the next decade across sales, technology, new business models and disruptors Suppliers supporting the sector in this changing aftersales, back office and infrastructure. These which will converge to create a new era of retail, marketplace include:
Rapid RTC TjeKvik FUCHS Lubricants Global lead management software Danish company TjeKvik, pronounced ‘Check Stoke lubricant manufacturer switched from provider RAPID RTC supports 3,000 Quick’, provides an airport-style quick plastic bottles to cardboard boxes – and has manufacturer and dealer group clients check-in for service vehicles, thereby saved 500 tonnes of plastic. The Lube Cube, around the world. RAPID RTC’s core increasing the aftersales through-put by which will be on display, is a single-use, product, Lead Manager, ensures 100% freeing up dealer staff. The plinth incorporates 100% recyclable packaging system with zero of enquiries to dealerships are answered key lockers which uses a personal, secure disposal costs as they can be included with with consistently high-quality responses. code for drop-off and collection. normal recycling waste.
Roadster Arena Group Tritium US ecommerce platform Roadster is A software platform to digitise paper-based EV charging equipment manufacturer providing live demonstrations of its digital operations right across the business, Arena Tritium’s modern 50kW chargers resemble tools, illustrating functionality from a Group’s mstore for automotive system state-of-the-art petrol pumps with interactive customer’s viewpoint when accessing delivers a rapid return on the retailer’s interfaces, can withstand weather extremes, information online and how showroom investment with the net ROI over seven years can be installed inside – as both charger and features help sales executives deliver expected to be more than £300,000 with one cars do not emit fumes – and can be modified an enhanced customer experience. recently installed three-site dealership. with dealership logos and colours.
WHAT WILL DEALERS FIND OUT
The importance of installing rapid chargers on number of vehicles serviced and become much sales adviser and the back office. It’s the the forecourt to stake a claim as EVs become more efficient in their use of eVHC to ensure work interface that needs breaking down to become a more widespread. isn’t missed. seamless process.” Kevin Pugh, who heads up EV charging specialist “The check-in kiosk is familiar to most people Based on Tullie’s figures, digitisation is expected Tritium in the UK and Ireland, said: “Charging is as it works in a similar way to airport check-ins to save £12,800 a year by reducing paper usage about convenience and speed of charge. or airport parking where car keys are left in a by 95% across deal files and service and free up Dealerships therefore need to be fluent in deposit box. It enables customers to drop off and headcount in sales administration. understanding what charge the vehicle can take, pick up vehicles quickly, reducing the queues at and what this means to their customers when service reception while delivering an exceptional How digitising the car buying process means they come across various charging devices. It customer experience.” arming sales teams with effective tools as well should become part of the education process as providing customers with the means to move when selling their vehicles. We believe a line-up Find out how one BMW dealership became effortlessly between in-store and online. of chargers at their premises would provide a paperless utilising Arena Group’s digital Rob Abrahams, the UK lead for US ecommerce great introduction to charging for anyone buying documentation tools. platform Roadster, which launches in the UK at a vehicle, as well as an interactive, exciting Andrew Tullie, the managing director of Soper the event, said: “With consumers judging the experience.” Lincoln who has been at the forefront of a quiet, sector against other retail experiences where the paperless revolution across BMW UK, said: digital and physical realms fuse readily and How dealers can increase workshop volume, “Documents flow from manufacturers, finance without any friction or hiccups, they have the particularly with the increase of EV ownerships companies and others, which becomes more and same expectation when it comes to purchasing since these cars require less maintenance. more demanding. There is an absolute their next car. If dealers are unable to provide an TjeKvik UK business development director Nick requirement for a paperless document solution, all-rounded experience, consumers will simply Pratt said: “In Norway, the extensive uptake of but it’s all about the processes in sales, sales move onto the next business which does blend EVs has already had a massive impact on administration, service, warranty administration, high-class digital involvement with physical aftersales and dealers have had to increase the and the links between customers, the service or interaction from employees in the showroom.”
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AM LIVE 2019 PREVIEW Automotive management LIVE EXHIBITORS
Automotive Management Live’s vast exhibition hall plays host to more than 70 automotive retail suppliers, enabling delegates to compare and contrast products and services under one roof in one day. With many companies choosing Automotive Management Live as its launch platform for new products and services, visitors will be among the first to find out the latest developments in the sector. Here’s a glimpse of what to expect from some of this year’s suppliers
and compliance. From the ‘mstore’ software imagery and 360-degree spin solutions for platform, used by three of the top 10 dealership the automotive industry. The solutions are groups and the UK BMW network for deal files, revolutionary, easy to use and an affordable service, HR and more, to Fujitsu’s ID scanner way to get consistent images and vehicle being unveiled in this sector. Stop by to win F1 videos on websites in minutes. The use of tickets and be inspired. video, picture-in-picture tagging and interactive 360-degree spins vastly enhances the customer experience. Our patented, ACCESS POINT, A14 guided approach to video and imagery Access Point connects car dealerships with a de-skills the photographic process and wide range of destinations across the UK from delivers unbelievable quality even from the large retailers, shopping centres and retail most inexperienced operators. parks to leisure venues, exhibitions and AUTOMOTIVE INNOVATIONS, D52 events. This allows car retailers to engage Bringing all of your dealership needs ‘under directly with a different demographic to the one roof’, Mentor DMS is the integrated typical showroom visitor, often while they solution built with usability in mind. Mentor is are already in ‘shopping mode’. Visit stand A14 built for comfort and speed, ensuring to find out how we can help you to engage productivity at every level of your business. with potential new customers at a retail or Packed with features normally reserved for leisure venue. bolt-ons and expensive upgrades, Mentor is a scalable solution. With hundreds of CAR BENEFIT SOLUTIONS, D40 connections linking us with manufacturers Car Benefit Solutions is the headline sponsor and third parties, we pride ourselves on of the AM ‘Best UK Dealerships to Work For’ offering dealers the integration they have programme and will be present at Automotive been calling out for. Management Live to talk to visitors about how they can enhance employee engagement with flexible and bespoke employee car ownership schemes. Account managers to some of the ARENA GROUP & FUJITSU, C17 UK’s leading dealer groups will demonstrate Visit the tech jam-themed stand in the heart of how schemes support HR initiatives including Automotive Management Live for inspiration on staff retention, cost-efficient benefit provision working smarter. Arena is showcasing and recruitment of staff within key skill sets. emerging and proven technology to improve AUTOSONSHOW, D22 cost control, customer experience, productivity AutosOnShow creates interactive video,
am-online.com NOVEMBER 2019 75 Advertising feature Automotive Management Live Exhibitor profile
Free compliance clinic and platform first-look, from F&I specialists at AM Live AM Live 2019 promises to be DealTrak’s biggest automotive expo yet, with a number of ‘firsts’ for the F&I technology specialist
isitors to stand A22 will be greeted by a team from DealTrak’s Leeds V headquarters, to discover a number Find us of ways to make their motor dealerships more efficient, compliant and profitable. at stand
DealTrak’s new-look platform unveiled A22 Automotive Management Live will host the industry’s first glimpse of DealTrak’s next- generation fintech platform. Integrated with 200 partners and counting – plus with 1,100 UK dealerships currently using the technology – DealTrak facilitated more than 3.6 million proposals in 2018 alone. Scheduled for release in early 2020, the new-look solution will boast several fresh features delivered through a seamless, automated user journey. But visitors to the event will get an early ‘reveal’ of just how exciting the platform will be. Commenting on the software refresh, Ben Moore, DealTrak’s IT director, said: “The fintech landscape is shifting rapidly and there’s huge pressure on the market to keep up. Our goal is to remain ahead of the curve and reinforce our position as an industry leader – so we’ve spent this year deep in discussions with our customers and partners, Able to cover everything from the saving, insurance statements of demands and getting to grips with where they see the storing and sharing of data, through to needs, the tool is designed to help industry going, and what tools they need to evolving FCA requirements, complaints dealerships establish seamless, prescribed maximise success. handling and the genuine prioritisation of sales processes which prompt users to input “The result will be the ability for our clients finance affordability, the team will be on the right customer information at the right to liaise with more customers each day, hand to work through any compliance time, with all records date-stamped for a handle increased volumes of F&I questions that visitors have. securely stored audit trail. transactions and – ultimately – boost sales While these free drop-in sessions are not and profitability. about the sales pitch, automotive Pre-order ‘The Ultimate Guide professionals will also be able to get ‘hands to Automotive F&I 2020’ Free compliance clinic on’ with DealTrak’s customisable compliance Stand A22 will also be rich with visitor DealTrak’s compliance experts will be on module – an integration launched in giveaways, including the chance to win a hand to answer delegates’ queries large and February to ease some of the legislative track-day experience at Silverstone. small, with a view to unshackling dealers challenges facing dealers, brokers and F&I DealTrak’s mammoth yet straight-talking from burdensome processes at the same time partners alike. advice-led guide to F&I success in 2020 as assisting the dealer in complying fully with Fully configurable to handle different will also be available for delegates to their regulatory obligations. finance suitability decisions as well as ‘pre-order’ – for free!
We look forward to seeing you at AM Live 2019 on November 7. If you can’t attend, or you’d like to speak to DealTrak before or after the show, please call 0333 344 8442 or email [email protected] AM LIVE 2019 PREVIEW
CARGURUS, D48 CITNOW, C14 FORCE24, A6 Founded in 2006, CarGurus is a global, online Bridging the gap between the digital sphere Force24 is the next generation of marketing automotive marketplace connecting buyers and physical store, CitNOW is re-launching automation. UK-built and managed, the and sellers of new and used cars. The Web App and demonstrating how dealers can GDPR-compliant technology is packed with company operates online marketplaces in the cut ‘time to web’ easily and quickly. Web App powerful features and supported by Force24’s United States, United Kingdom, Canada, enables retailer staff to capture brand- team of passionate, strategic marketing pros. Germany, Italy and Spain. standard digital assets essential for vehicle The result? Intelligent campaigns which look online marketing. Images, 360-degree views the part and generate qualified leads. and video can be captured in one go, using one device by one person and can be uploaded within hours of a vehicle being retail-ready.
CDK GLOBAL, C8 Automotive Management Live is an opportunity GFORCES, D38 for CDK Global to showcase how it can connect Leading supplier of ecommerce technology dealers, manufacturers and technology and software to the automotive industry, partners to deliver a seamless car-buying and GForces showcases its ecommerce solution ownership experience for the consumer. CDK DEALTRAK, A22 NetDirector® Auto-e, which is already in use Global is keen to discuss the latest consumer Scheduled for release in early 2020, F&I with dealers allowing their customers to and technological trends and explore with technology specialist DealTrak provides an transact cars online. NetDirector® Auto-e industry peers how they can work together to early ‘reveal’ of its next-generation fintech enables retailers to deliver omnichannel drive efficiencies, improve customer platform. Integrated with 200 partners and consumer experiences that seamlessly experience and build a brighter future for the used at 1,100 UK dealerships, DealTrak integrate online and offline touchpoints. By automotive industry in a disruptive landscape. facilitated more than 3.6 million proposals in providing all the tools they need to complete 2018. DealTrak will also offer a free compliance their buying journey, the system empowers clinic to unshackle dealers from burdensome customers to make informed decisions, on processes and assist in complying fully with their terms, and at their convenience. regulations. The DealTrak team will also be on hand to answer any compliance questions.
CHRYSALIS LOYALTY, B27 Chrysalis Loyalty will be demonstrating its retailer retention software. Key2Key provides retailers with a dashboard of their renewal opportunities based on current market offers and inventory. It includes powerful tools for EDYNAMIX, C20 JEWELULTRA, B2 mining customer data and optimising the Businesses everywhere are investing in Jewelultra will be showcasing a video profitability of campaigns. self-service options to improve the customer’s presentation system for use in the automotive A 15-minute demonstration of Key2Key is experience and increase efficiencies. You can sales and aftersales environments. The app available on its website. Chrysalis will also be self-serve in supermarkets, in airports and and browser-based software simplifies the hosting a best-practice session on customer train stations and when fuelling your vehicle at service and repair process, breaks down loyalty, focusing on how to implement an a filling station. Customers will therefore barriers between the workshop and the effective renewals process in your dealership. come to expect to self-serve in dealerships. customer, and in sales, supports the AutoPoint Lockers is helping with this customer through the pre- and post- stages evolution by bringing dealers into the of the buying process. Powered by Vehicle ‘Amazon Age’ of self-service to give Vision, it is a video programme that gives its customers complete control of their own customer base a highly advanced, simple- service journey. to-use solution.
am-online.com NOVEMBER 2019 77 Advertising feature Automotive Management Live Exhibitor profile The sales process revolutionised Tools to improve efficiency, effectiveness, and the consumer experience
Find us at stand C6
t Reynolds, we have been heavily Better efficiency. Better effectiveness. Screen’, which provides control of all new focused on the customer and end- Better operations. orders, associated deal tasks, and any A n user experience, especially in the One-time data entry starting from an updates, allows both teams within showroom. We have also been developing incoming lead, to the quote, to the order, to the department to work seamlessly a new function that can deliver huge the deal and to the invoice – no re-keying together. efficiencies inside the dealership. This new of information functionality is now available. n Increased sales executive efficiency and n POWER Dealer Management System Integrated Deal Workflow is a new and productivity – more time to handle more connects departments in the dealership, highly advanced business function that leads, more quotes, more orders and more sharing data and reporting quickly and mirrors the way in which the dealerships profit for you accurately in real time from a single point of today want to operate. The new software n Increased sales controller and of data entry, creating a seamless transforms the way you process vehicle administration efficiencies – a significant workflow between departments. sales orders and invoices, all the way from time-saving per deal – from deal stack n Contact Advantage, a Customer the showroom into accounting. to invoice Relationship Management (CRM) Our design and development teams n Part-exchange vehicle details solution providing dealerships and thought long and hard about the route we automatically brought into stock manufacturers with a comprehensive tool wanted to take. Rather than a simplistic n A single floating deal workflow screen for managing the complete sales cycle, from copy and paste approach (as we had seen keeps the administrator fully informed of the initial customer contact and prospect elsewhere), we have gone for a much sold orders and, importantly, any changes management through vehicle purchase. more holistic electronic ‘workflow’-led making working easier and more efficient. Together, our retailing tools improve solution. This integration provides a smooth and dealership efficiency, employee In real terms, this means a vehicle order effortless transfer of customer and vehicle effectiveness, and enhance the consumer marked as sold in the Contact Advantage data between your sales and experience. But don’t just take our word for CRM platform now automatically creates administration teams. The new, central it, visit us on Stand C6 and experience the full deal details in the POWER vehicle front-end ‘Deal Workflow Management Reynolds yourself. sales module, ready to be invoiced. The integration layer does the hard work by automating this task and applying the Email [email protected], business rules to make sure tasks and data call 0121 483 2003 or visit reyrey.co.uk all flow correctly. AM LIVE 2019 PREVIEW
KEYTRACKER, A2 ORACLE, B36 Keytracker is a global supplier of key and Computer giant Oracle has teamed up with REYNOLDS AND REYNOLDS, C6 asset management solutions for every Yamaha Motorcycles to develop the next level Automotive software solutions provider requirement. of diagnostics, which uses augmented reality Reynolds and Reynolds launches two new Whether it is keys for vehicles and (AR) to create a 3D image of the bike to identify applications. IDW – Integrated Deal Workflow machinery that need enhanced security, or issues. Oracle has enabled the motorcycle – manages vehicle sales order and invoice equipment that needs to be monitored or manufacturer to digitise its routine service processes, from showroom and into secured, Keytracker can provide a secure and process, including accessing manuals and accounting, delivering an electronic organised approach to key and asset Yamaha data as well as integrating with workflow-led solution. DSM – Dynamic management. Oracle’s CRM programme for further Service Management – brings the progress of efficiencies, resulting in more throughput repair orders or jobs through the workshop to for the workshop and higher levels of life. It includes a wallboard that can be customer satisfaction. mirrored in the workshop, so technicians and managers can see the progress on a large screen in real time.
MONEYPENNY, D54 Cost-effective telephone answering and live chat for dealerships – capture every opportunity and deliver the very best service RDS GLOBAL, C26 even when you and your team are unavailable. Making its debut on IT, technology and cyber Moneypenny gives you a dedicated security company RDS Global’s stand is its receptionist who is experienced in looking RDS Black Box. The management information after calls and live chat for the automotive system (MIS) collates data from multiple feeds industry and is on hand whenever you need and systems operating on different platforms SLICKER RECYCLING, B10 support. Discuss your needs with Moneypenny including the DMS, CRM, sales tracking, Slicker Recycling will be promoting its range (and take away a free pair of socks) at telephony and even CCTV, bringing everything of environmental and waste management stand D54. together into a single database platform. All services including hazardous and non- information can be viewed in one place, giving a hazardous waste collections, interceptor and previously impossible business overview, drainage services, tank cleaning and allowing meaningful action to be taken. decommissioning, plus much more.
MOTORDOCS, C28 MotorDocs transforms performance through innovative and intelligent digital document solutions. The full suite of MotorDocs products removes large volumes of TAGORO CONSULTING, B46 paperwork from the dealership introducing Tagoro work with the world’s most innovative digital document workflows – seamlessly technology providers to enable clients to collating information from multiple sources RLA GROUP, B18 generate competitive advantage and deliver a and unlocking powerful business intelligence. Come and see how RLA’s focus on the future market-leading customer experience. Visit us Our award-winning iDealFile platform is of mobility is already changing how it thinks to learn how your organisation can leverage transforming post-sale efficiency and about consumers, their purchase journey and the latest technology to ensure your business intelligence at 220 UK locations. Our new ongoing relationship with mobility brands and communications platform delivers efficient iServiceFile platform offers the same benefits how its unique fusion of in-house creative, and effective communications between to service and repair teams – with a specific strategy, data, back and front-end developers co-workers and improve the sales and focus on supporting more warranty means it is able to use creativity to influence aftersales experience for your customers. approvals. consumer behaviour in ways that increase loyalty and sales.
am-online.com NOVEMBER 2019 79
AM LIVE 2019 PREVIEW
being better utilised, a greater sense of is seamlessly integrated into our readers’ car- ownership by users, reduced operating costs, buying journey, connecting retailers with better operational efficiency and increased in-market car buyers in a safe and trusted compliance with company process and environment. By combining What Car?’s procedures. reputation and heritage with the latest THE INSTITUTE OF THE MOTOR technology, we provide retailers with cost- INDUSTRY, C41 effective access to our large audience of As part of its TechSafe campaign to promote ‘ready to buy’ customers. safety in the workplace when working with electrified vehicles (hybrids, plug-in hybrids and EVs) and provide the sector with the skills ALSO EXHIBITING needed to maintain and repair vehicles fitted TRUSTPILOT, C25 with Advanced Driver Assistance Systems Did you know that 75% of car buyers would AA CARS, A36 (ADAS), the IMI will be providing more details travel up to 60 miles to a dealership with good AIRBAG DISPOSAL, D28 on the progress of its industry-wide ADAS reviews? It’s time to put your dealership and AUTO SERVICE, A16 Code of Practice and delegates can take your reputation on the map. Visit Trustpilot on AUTOCONVERT, B42 advantage of offers on its electric vehicle stand C25 for a demonstration and learn AUTOWEB DESIGN, D16 courses. how partnering with the world’s most AX, C36 powerful online review platform can boost CODEWEAVERS, B14 your car sales. CREDIT CARD KEYS, D12 CRYSTAL CLEAR WARRANTY, A18 DEALERWEB, D14 DISCOUNT VEHICLE LETTERING COMPANY (DVLC), D26 DPP EVENTS, C23 TJEKVIK, B37 EMAC, C30 TjeKvik will be delivering live demonstrations ENQUIRYMAX, A4 of its digital service reception mobile and FOURMATIVE, B40 in-dealership process. See how your FUCHS LUBRICANTS, FUTURE ZONE customers can save time by checking in prior GLASS’S, D20 to arrival on site using the TjeKvik mobile VAUTOSTOCK / BAS, D8 GTECHNIQ, B8 check-in solution and check out using the Visual Automotive launches its latest product, GUBAGOO, C10 kiosk to extend your service department BAS, which allows live bidding on a vehicle INDICATA UK, A20 operating hours. See how dealers can create that a dealership is about to take in part- IVENDI, B28 bespoke customer journeys with specific exchange to ensure the price is realistic. After JUDGESERVICE RESEARCH, B26 questions and added-value offers to deliver an appraisal, details are pushed onto a live LIVEPERSON AUTOMOTIVE, C40 enhanced service experience. bidding system and bids arrive within 15 MARKETING DELIVERY, B16 minutes from interested trade buyers, MOTONOVO FINANCE, C42 allowing the salesperson to transact with an NFDA, D24 accurate purchase price. Staying live for OXFORD SAFETY SUPPLIES, D55 seven days allows for higher bids, resulting in RAPID RTC, C4 additional profit for the dealership. REAL WORLD ANALYTICS, D34 REPUTATION.COM, C22 SCC MPDS, C24 STARTLINE MOTOR FINANCE, B6 STERICYCLE EXPERT SOLUTIONS, D36 TRAKA AUTOMOTIVE, B30 SUPAGARD, C16 Traka is a leading worldwide specialist in SYSTEM PLATE MANUFACTURE, D42 intelligent key and asset management THE WMS GROUP, C18 solutions. Our systems allow you to control TITAN DEALER MANAGEMENT and audit who has access to your valuable WHAT CAR?, C12 SOLUTIONS, B12 keys and equipment. By enabling an What Car? is the UK’s biggest and best car organisation to implement superior buyer’s guide, and has been helping management control, Traka can help improve consumers make purchasing decisions for user accountability. This results in your assets over 45 years. The New Car Buying platform There’s still time to register,<<< visit >>> automotivemanagementlive.co.uk
am-online.com NOVEMBER 2019 81 SHOWROOM LAUNCH REPORT KIA XCEED: BRAND EXPECTS NEW CUV TO T
Kia expects to register about 9,000 XCeeds in the UK next year
ith Kia headed for its best hatchback, thanks to a ride height of though the 1.0 T-GDi currently offers the ever year of UK sales and 184mm, but the XCeed still sits some lowest benefit-in-kind (BIK) rate at 28%. UK managing director Paul 150mm lower than the Sportage. A plug-in hybrid will arrive early next year Philpott eyeing an annual Its 426-litre boot is 31 litres more than promising a zero-emission range of about W target of 120,000 cars, the the hatchback and 73 litres down on 37 miles, which will put it in the 10% BIK tax THIS YEAR WE Korean brand is showing no signs of letting the Sportage. WILL FINISH bracket from April next year. its momentum slip. XCeed shares Kia’s straightforward ‘2’ WITH ABOUT We drove both the 1.4-litre petrol and the Fresh in the tyre tracks of the re-launch and ‘3’ trim denominations, but the entry- 97,000 SALES, more powerful (136PS) of the CRDi engines. of the latest generation Proceed as a level ‘1’ trim level is not available in the UK. WHICH IS OUR While the DCT gearbox can be a little range-expanding estate, the brand has The UK also misses out on a 204PS 1.6-litre BEST YEAR EVER. hesitant at manoeuvring speeds, it is a good ditched the Venga – which achieved 2,731 petrol engine. WE HAVE A match for the XCeed, which benefits from a registrations to the end of August in a now Prices start at £20,795 for the 120PS quieter cabin and smoother ride than the non-existent B-segment MPV sector – and turbocharged one-litre, three-cylinder- LONG-TERM hatchback, with new hydraulic bump stops squeezed the XCeed crossover into its engined ‘2’ and top out with the £29,195 First PLAN WITHOUT A at the front end helping to subdue road growing C-segment offering. Edition 1.4 T-GDi DCT. DEADLINE TO GET imperfections. The brand said the new model blends a The 140PS 1.4-litre turbocharged petrol TO 120,000 IN The XCeed also introduces new sporty drive and coupé-like styling with the engine is the only XCeed powertrain THE UK infotainment and telematics technology. Kia added interior space and commanding road available with Kia’s seven-speed dual clutch PAUL PHILPOTT, debuts a new 12.3-inch fully-digitised TFT view sought by SUV customers. transmission (DCT). KIA MOTORS UK instrument cluster and UVO Connect. Bigger overhangs make the XCeed 85mm There are also 115PS and 136PS versions Standard on ‘3’ and First Edition trims, the longer than the Ceed hatchback (at 4,395mm), of a 1.6 CRDi turbodiesel, the XCeed’s most UVO system uses a 10.3-inch touchscreen and it is 26mm wider and 48mm higher. frugal option with CO2 emissions of 109g/ to deliver connected features, such as live Occupants sit 44mm higher than in the km and 57.4mpg combined fuel economy, weather, parking and nearby restaurants.
82 NOVEMBER 2019 am-online.com O TAKE IT 9,000 CLOSER TO 120,000 TARGET
The XCeed introduces new infotainment and telematics technology Q&A
£20,795- between fleet and retail and the ‘2’/’3’ £29,195 trim grade to be most popular with businesses, as the ‘3’ and First Edition appeal to retail customers. Diesel will PAUL PHILPOTT, be about 25-30%, with the plug-in MANAGING eating into those sales when it arrives DIRECTOR, KIA later in the year. We’re still working on MOTORS UK 115PS AND 136PS, the plug-in proposition in terms of its 1.6 TURBODIESEL; pricing and placement in the line-up. 120PS 1L AND Where does the XCeed fit in and how 140PS, 1.4L PETROL important is it to the brand? Kia is performing strongly this year. It’s extremely important. The SUV- Where do its sales aspirations lie? cum-CUV segment is growing pretty It’s a difficult market right now and fast. XCeed will account for a large there is no certainty about what is portion of our Ceed sales. Next year around the corner. This year we will we expect to sell about 9,000 XCeed. finish with about 97,000 sales, which is 0-62MPH, This year, we will sell about 11,000 our best year ever, and up 2% in a 9.4-11.3 SEC/ units of Ceed. Overall, we’ll sell about market down by 3-4%. We have a TOP SPEED, 18,000 from the Ceed family next year. long-term plan without a deadline to 116-124MPH get to 120,000 in the UK without mate- Do you expect the XCeed to attract rially changing our strategy. Beyond conquest customers? that, you need to become a different A 426-litre boot is It presents a good opportunity to scale player in the fleet market. 31 litres bigger than the hatchback attract conquest business. As we have 6SP MAN, brought this car in, we have also As volumes grow, will the scale of the 7SP DCT stopped selling Venga, so there’s a gap UK retail network change? left there and the Venga won’t be back There are 191 franchised Kia retailers – the B-segment MPV has pretty much today and we have already said that ceased to exist now. All the customer 200 is our maximum. We have one or clinics that we have held ahead of the two open points and absolutely no launch of the XCeed have attracted plans to cut the number of dealers. As 37.9-57.4MPG positive feedback and the most volumes rise, so does our dealer common comparison has been with throughput and our dealer profitability the Mercedes-Benz GLA. is marginally up this year at 1.3% RoS. The NFDA survey indicates that our Where is the sweet spot in terms of dealers are happy with the relation- trim/engine in the XCeed? ship we have with them and we 109-120G/KM CO2 We expect a split of roughly 50:50 depend on our dealers very much.
It also gives owners access to vehicle REVIEW RATINGS usage and maintenance data through a connected smartphone app and allows destinations to be sent to the vehicle’s AUTO EXPRESS PARKERS WHAT CAR? sat-nav in readiness for a journey. All XCeeds feature LED headlights and rear light clusters, silver roof rails and an eight-inch touchscreen infotainment system KEY RIVALS with Apple CarPlay and Android Auto. The ‘3’ adds 18-inch alloys, part faux leather seats – heated, along with the steering wheel – and a forwards collision avoidance system. First Edition features a panoramic sunroof, the TFT instrument cluster, a JBL sound system and adaptive cruise control. The XCeed taps into the heart of the Mercedes-Benz GLA-Class Ford Focus Active X Volkswagen T-Roc C-Segment crossover market typified by PREMIUM QUALITY, COMFORT AND QUALITY the Mercedes-Benz GLA-Class. EXCELLENT INTERIOR DYNAMIC PROWESS INFOTAINMENT, SUV It’s a segment seen as desirable among STYLING, BOOT SPACE retail buyers and, when the plug-in version PRICES START AT STANDARD FORD DOESN’T SHARE OTHER arrives in 2020, fleets and user choosers SOME £5,000 MORE FOCUS INTERIOR/ VWs’ CABIN QUALITY, are also likely to be drawn to Kia’s latest THAN THE XCEED BOOT SPACE DRIVE DYNAMICS sales champion. TOM SHARPE
am-online.com NOVEMBER 2019 83 Advertising feature 1link to pass 3,000 trade buyer milestone at AM Live Network growth attributed to ready-to-retail stock and competitive acquisition costs
he number of trade buyers using T epyx’s 1link Disposal Network platform is expected to have reached and passed 3,000 by the time the company appears at Automotive Management Live in November. Vicky Gardner, head of remarketing at epyx, said the milestone was directly linked to the availability of better-quality vehicles in greater numbers through the platform, alongside the changing preferences of buyers who want to purchase stock online. She explained: “We are seeing use of 1link Disposal Network increase substantially on a month-by-month basis and that is because we are offering exceptional, ready-to-retail, mainly ex-fleet stock at a very competitive cost of acquisition. “The new traders we have seen registering to use the platform are coming latest developments surrounding from right across the board – franchise, the platform. independents and car supermarkets – but “In recent months, we have especially all of them tend to be developing a strong invested heavily in enhancing our account commitment to the many benefits of management function with the aim of acquiring stock online. helping dealers maximise their use of the “In a used car market where the accent is platform and we are very keen to talk about very much on providing traders with cars the strategies we have developed.” and vans that can be put straight onto their forecourt or online sales channel, we are Why use 1link Disposal Network? scoring very highly.” 1link Disposal Network is the most Gardner said another key factor in the comprehensive online car auction platform notified when vehicles of specific interest platform’s current success was the in the UK, giving trade buyers exclusive become available investment that had been made to ensure access to an extensive range of quality n Bid, make offers and buy vehicles when that it was market-leading in terms of ex-fleet, leasing and manufacturer vehicles you are on the move 24/7 with our handy usability and utility. from major fleets and manufacturers. You mobile auction app “1link Disposal Network is not only one of can browse, bid and buy via our simple n Personal account management provides the longest-established and best-known online auctions from as little as £75 support to help with all aspects of your trade sites, but it has been continually per vehicle* purchase, from start to finish developed to meet the needs of n Sophisticated yet easy-to-use app allows dealers today. Key benefits include: you to browse and buy stock anywhere “We’re very much looking forward to n Access to comprehensive vehicle details, and any time of day. taking part in Automotive Management including age, mileage, condition, Live and holding conversations with imagery and more *Pay either an annual fee of £395 plus £75 per existing and potential customers about the n Set alerts by email or SMS, so you will be vehicle or pay £95 on a single vehicle basis.
To find out more, visit 1linkDisposalNetwork.co.uk, call 01676 591 085, or come to see us at AM Live on stand D32 adRocket
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FP_AM_AMA4Advertid4052269.pdf 10.03.2019 17:10 SHOWROOM LONG-TERM REPORTS
ADVERTISING FEATURE MAZDA6 TOURER 2.2D SE-L LUX NAV+
REPORT Giving dealers PROGRESS the flexibility to profit from stock decisions
By Stuart Pearson, COO, BCA UK Remarketing In a highly competitive market, dealers need the flexibility to make profitable stocking decisions. BCA Partner Finance is designed to give dealers working capital to increase MAZDA6 SAFETY FEATURES GIVE their stock holding and build their SALES EXECS PLENTY TO TALK ABOUT sales volumes. It makes it easier and quicker to replenish stock and control cash ’ve been putting some miles on the Mazda6 and feel flow. Dealers can choose to upgrade their stock I reassured that, like the predecessor I spent a year profile with higher-value vehicles and potentially with in 2013, it has a modern, yet sensible, estate car increase the profit per unit. style that belies its sharp driving dynamics. It’s fun and PRICED FROM: BCA Partner Finance funds the entire auction comfortable to drive. £29,195 Mazda UK tags the Mazda6 Tourer as “the driver’s car that purchase, including fees and VAT applied to both families love”, and the 4.8 out of five Feefo independent feed- cars and LCVs eligible for funding using the back score from owners suggests there’s something in that. scheme. The service offers both franchised and However, one couple gripes about the level of automated independent dealers of all sizes up to 120 safety features, stating “they’re unnecessary or intrusive and 2.2-DIESEL, 150PS days’ funding on vehicles purchased at BCA we have turned them off”, which, in my view, could present auction centres. an opportunity for the Mazda dealer to get in touch and show Partner Finance’s lending has grown by 18% over the benefits they might one day provide. EuroNCAP indicates the Mazda6 scored 95% and 91% in the past year. The strong growth is due to a series tests for adult and child occupant safety respectively thanks 0-62MPH of innovations aimed at helping dealers manage 10.2SECS, TOP to its standard safety equipment. So, sales executives should SPEED 130MPH their used car programmes more efficiently. highlight to prospective buyers that its automated emergency New investment in technology has enhanced the braking (AEB) system is there to help avoid colliding with a service at auction centres around the UK. The stationary or suddenly slowing vehicle in front. dedicated, branded BCA Partner Finance sales Lane-keeping assist also prevents the car drifting into others alongside. The Mazda6’s AEB also triggers on detecting 6SP MANUAL programme was expanded to help dealers vulnerable pedestrians stepping out in front or walking along maximise stock turn on vehicles that fall outside of the roadside in its path, and, if these are struck, the car’s their stocking profile. bonnet lifts instantly to reduce the risk of the pedestrian’s head Partner Finance is also integrated with BCA’s hitting hard structures in the engine compartment. TIM ROSE Dealer Pro platform, which allows dealers to 46.3 MPG appraise part-exchange vehicles and determine PACKED WITH COMFORTS NOT FOUND ONE YET whether they want to retain and fund vehicles AND SECURITY for retail stock or remarket them at the push of a button. CO2 EMISSIONS – CURRENT 2 4 8 9 START 0 6 0 6 119G/KM (WLTP) BCA Partner Finance provides quick, easy and MILEAGE MILEAGE convenient stock funding for trade buyers, providing additional funding and improving GUESS THE CAR COMPETITION cash flow when it’s needed. ■ Log on to bca.co.uk or call 0844 875 3480. Stephen Calvin, centre principal of Myers and Bowman Toyota at Lillyhall, correctly identified the Lada Samara in our last issue. THIS MONTH’S WINNER MONTH’S THIS
86 NOVEMBER 2019 am-online.com NISSAN QASHQAI TEKNA ADVERTISING FEATURE
REPORT PROGRESS Why the Secure auto imaging app is so highly valued
By Michaela Gunney, sales director, Secure Valeting Group
Car valeting and digital imaging are usually separate functions in supplier terms, but there are many benefits in using the Secure Valeting portal with the new ELEVEN YEARS ON AND QASHQAI Auto Imaging app. RETAINS PPM EDGE OVER RIVALS The app does it all The Secure online portal has an API with the Auto ccording to SMMT figures, nearly 70% of Qashqais Imaging app and one aspect that is highly valued A have gone into the fleet market in the year to August. by dealerships using Secure Valeting and Auto And the proportion of sales to corporate customers Imaging is the “Real-time Valeted Shot List”. This has increased on 2018 by a little more than 2%. makes real-time notifications available to dealer It is the biggest car for Nissan in fleet by a considerable PRICED FROM: £28,925 (OPTIONAL staff when cars have been valeted and are margin: a 2.7% all-market share (up from 2.5% in 2018), with EXTRAS: GLASS the next best the Juke with 1.3%. ROOF PACK £450) available for imaging. Quite an achievement for a car first on the market in 2008, launching the crossover segment – and winning sister title No more searching for vehicles Fleet News’ award for best small family car (like much of the This removes the need to search for vehicles and media, it didn’t know how to categorise it). shows if a vehicle is in workshop/valet bay or even With running cost/CO2-minded businesses in Nissan’s 1.5 DCI 115 DIESEL sights (and drivers ruled by the head, less than the heart), on site. This is a welcome update to shot lists where what has kept the Qashqai on choice lists? dealerships are faced with a long list of I used the Fleet News running costs tool to compare the registrations without knowing exactly where Qashqai with rivals having similar P11D values, the Škoda vehicles are. Karoq TSI ACT 150 Edition, the Vauxhall Grandland X 1.5 TD 0-62MPH IN 130 Design and Volkswagen Tiguan 2.0Tdi 150 S. 10.9 SECS, 126MPH On a four year/80,000 operating cycle, the Qashqai has the TOP SPEED Real-time quality control lowest pence per mile cost at 41.27, compared with 42ppm for Our total supply valeting service includes real-time the Škoda and Vauxhall and 43.28ppm for the VW. quality control, Secure local management, imaging, It has the same VED cost as the Škoda, costing less than the video, digital backdrops, instant uploading and Vauxhall and Volkswagen, the lowest insurance group along- in-app training. Our feature video service means side the Tiguan and its WLTP mpg figure is second to the 6SP MANUAL Vauxhall, 54.3 versus 53.3. JEREMY BENNETT experienced sales staff can capture and highlight each individual car and its unique specification. GREAT WITH A FULL LOAD SAT-NAV WARNING EACH A truly national company, Secure Valeting Group ON MOTORWAY JOURNEYS TIME I VISIT OFFICE is operational at more than 400 UK locations, supporting retail dealers, major auction sites, fleets 74.3 MPG CURRENT 1 0 9 2 0 START 1 5 0 0 COMBINED and auto-bodyshops. Over our 20 years of MILEAGE MILEAGE development, services now include vehicle preparation, valeting management, driver hire, digital imaging and the systems and software to manage all compliance and health and See if you can identify this safety requirements. month’s model for your n Call 01480 216700 or visit www.secureplc.com chance to win a £20 John Lewis voucher. Email [email protected] with ‘Guess the car’ in the subject line and include your job title and company in your entry. The closing date is Friday, www.secureplc.com November 8.
am-online.com NOVEMBER 2019 87 SUPPLIER SPOTLIGHTPOTLIGHT
In association with Why motor retail needs a new type of marketing
019 has been a milestone year for to ensure that content shares relevant marketing agency RLA. Part of the A NEW TYPE OF messages with a consumer at a particular global Mission Group, RLA has long COMMUNICATION time point. People are time-poor and don’t 2 been a partner of vehicle manufac- want to be “bombarded” by irrelevant turers, running campaigns targeting AGENCY IS NEEDED marketing, she said. Relevant, timely consumers and the trade. This year, RLA communications are key. For example, if has diversified to become ‘the future FOR THE DISRUPTED they have searched for a particular brand, mobility agency’. WORLD OF THE that brand should begin appearing in their The automotive landscape is rapidly social media or the wider internet – changing – with subscription, electric AUTOMOTIVE wherever the customer prefers. vehicles and online new car sales today’s INDUSTRY RLA’s Cortex software is one tool in its reality. RLA are at the forefront, with our SAM SMITH, RLA chest. Developed over 10 years, it was born expertise, passion, innovation and Cortex and bred for automotive. Cortex allows a technology platform to help more clients dealer to profile particular new car buyers, through the period of change, said Sam identify like-minded people, locate them – Smith, managing director MD of RLA. whether on social media or direct mail – to “We are seeing an acceleration in the deliver more effective communications, by target them with automated communica- changing relationship between consumers gaining a deeper understanding of consumers tions, create a customer-defined journey and mobility, where the focus isn’t purely and their future needs. We fuse entertain- and interact with them depending on how the product and ownership, but how ment, technology, media, data, design and that consumer has reacted to earlier someone gets from A to B. This fundamen- smart thinking, glued together with creativity, communications. tally changes the way we need to think, to build marketing experiences that result in “We can absolutely say at what stage of approach and create communications to increased loyalty and sales.” the purchase funnel consumers are successfully engage with consumers. “We have to make communications more through their behaviours, and that enables “We want to show clients that a new type relevant to a customer. That’s what of communication agency is needed for the marketing has always been about, but it’s disrupted world of the automotive industry,” possible to achieve one-to-one communi- she said. cations now. We see communications “To capitalise on this change, we needed becoming moments in time to enhance the to change as an agency too, starting with brand experience and move an individual our values: Stay curious, live fearless, and closer to a purchase, in whichever channel do it together.” is appropriate at that time.” she said. “We have built our skills and technology to RLA is automating more of this marketing,
88 NOVEMBER 2019 am-online.com Advertising feature
us to send them relevant follow-up commu- at bit”, and the final 10% will be offering runs a trade parts programme for nications all the time, driving them through innovations. BMW/Mini. the customer journey to the dealer.” RLA has long-standing partnerships with At dealer level, clients include Poole Audi The system makes it all measurable. A brands such as Volkswagen Group, PSA (part of Ocean), which is local to the dashboard allows clients to literally watch Group and Volvo – Smith said its client agency. as an email campaign lands, to measure relationships are over 15 years on average. “We’ve very much worked manufacturer- the responses and see the opportunities as Winning the Marketing Week Masters side. In doing so, we have got to know many a customer progresses along their path to Award in the automotive category last year dealer groups exceptionally well, but we purchase. (for its launch of PSA Group’s trade parts haven’t reached out to them,” said Smith. Smith said RLA’s deep understanding of loyalty campaign for independent garages, She said the reason for that was the automotive retail, including the impact of PERKS) was a catalyst for RLA, said Smith. Cortex platform would have been cost- the shift from an ‘ownership’ to ‘usership’ “We thought ‘do you know what, we’re prohibitive. Now it has evolved, and gained model on the consumer relationship means bloody good at this, and if we can’t shout more users, it has become much more cost- it can make recommendations knowing the about it now, when can we?’,” effective for dealers. effect these will have on the dealer’s bottom “Our success has always been due to So, who drives RLA? Smith, who joined as line: “Our point of difference is that we do several things: We’re nice people to deal an account director in 2003, became have this understanding.” with; we do genuinely have a passion for managing director last year. Her experi- Manufacturers will continue to consoli- automotive; we want to do our best for enced leadership team includes Henry date, such as PSA Group’s takeover of clients, and that’s what we’ve always Debenham, client services director; David Vauxhall, with implications for their dealer achieved,” said Smith. Dent, planning director; Luke Fowell, networks. Dealer new car marketing has RLA has been a marketing partner with digital director; Jack Davey, creative always been more functional, rather than Volkswagen Group since 1967, and its director and Lucy Lofthouse, finance and aligning with the emotional messages credits include the ‘Let’s Go To Work’ operations director. In total, the agency has introduced by the brand. Smith believes campaign for VW Commercial Vehicles, 40 staff, with a mix of experiences across this is a missed opportunity because which was nominated a top 10 campaign agencies, manufacturers and clients. people buy on emotion and justify with of the decade. For Volvo, it runs a reward Change is often difficult, and the automo- logic. Companies need to have emotion and recognition programme for dealer tive sector is seeing a considerable amount throughout their communications to stand sales and aftersales staff, entitled Volvo currently. Consumers doing more research out and connect with consumers. First Class. There’s the aforementioned online means communications must RLA can also help clients with opportuni- PERKS programme with PSA Group, plus educate people before they reach the ties they had not foreseen. Smith said 70% marketing its Eurorepar Car Service all- showroom, and the dealership has become of the work it presents will be answering makes brand. RLA also provides full- an ongoing piece of the brand experience the client’s brief, 20% will be “pushing it on service marketing for Scania Trucks and not just a point of purchase, she said.
Parley Green Lane, Christchurch, BH23 6BB • 01202 598 140 • [email protected]
am-online.com november 2019 89 TALENT PEOPLE DEVELOPMENT HSE TO PUBLISH NEW RULES ON WORK STRESS INVESTIGATIONS Workplace safety watchdog says increased worker complaints prompted it
WELLBEING to clarify guidance surrounding work-related damage to mental health
he Health & Safety Executive “There has been no change to our managers admitted they had to put the T (HSE) is to publish the criteria it overall policy that HSE will consider interests of the organisation ahead of requires to begin an investigation complaints of work-related stress and will, staff wellbeing. into claims of work-related stress. where there is sufficient evidence, consider According to the Office for National The workplace safety body said it was taking action.” Statistics’ Labour Force Survey, 595,000 changing its guidance to make its approach Emily Pearson, the founder of the corpo- workers suffered from work-related to handling such complaints consistent. rate mental health consultancy Our Minds stress, depression or anxiety in 2017/18, A spokesperson said: “As work-related Work, said the HSE toughening its stance while 15.4 million working days were lost stress is responsible for more than half towards firms and how they address the to these conditions. the working days lost to ill health, the issues of work-related stress and other “While mental health awareness has number of concerns from workers raised workplace mental health problems was “a risen significantly in recent years, our with us is also on the increase. necessary and significant step”. research shows that too many employers “The intention is to signpost notifiers to “The shocking impact to employee are tinkering at the edges of change rather the correct authority via website guidance health should be a big red flag to respon- than making the fundamental differences before they submit the concern. sible organisations, prompting them to that are really needed to improve their take action to prevent such a serious employees’ mental health,” said Louise health hazard. But in 2019 there has been Aston, BITC’s wellbeing campaign director. minimal effort to tackle the problem, “People who come to work don’t expect leaving hundreds of thousands of to be physically injured and they should employees unwell because of poor also not expect to be psychologically mental health.” harmed.” She said a profound cultural Business In The Community (BITC), a shift was needed so that work itself charity promoting responsible business doesn’t cause poor mental health “but backed by HRH the Prince of Wales, said instead should enhance it”. many organisations do not acknowledge or BITC’s report calls for companies to take deal with the impact work has on three actions to support improvements in employees’ mental health. employees’ mental health: Create good BITC’s Time To Take Ownership report work that enhances mental health for PEOPLE WHO found that more than a third (36%) of everyone; acknowledge and support poor workers said having to work overtime or mental health whatever the cause; and COME TO WORK rarely taking annual leave because of their publicly report on their staff wellbeing DON’T EXPECT workload had contributed to their symp- performance. toms of poor mental health, while 35% It suggests business leaders constantly TO BE PHYSICALLY said feeling unsupported in their role had role model behaviours that promote good INJURED AND THEY affected this area of wellbeing. mental health, make senior managers Managers were asked about how they accountable for staff wellbeing, and ensure SHOULD ALSO NOT supported the mental health of those all managers reward and recognise EXPECT TO BE reporting to them: seven out of 10 said empathy and compassion. PSYCHOLOGICALLY they encountered barriers to providing A separate study by the health provider mental health support, while 48% said Cigna has found that workers are still HARMED they were not assessed on how well they largely snubbing medical or professional LOUISE ASTON, BITC managed staff wellbeing. Six out of 10 advice when dealing with stress. TIM ROSE
HSE MIND BEN The Health and Safety Executive The mental health charity can Focused on the publishes management standards provide information and training for motor industry, that represent a set of conditions businesses on how to promote mental the charity Ben which, if present in a company, wellbeing in their organisation. operates helplines demonstrate good practice of https://www.mind.org.uk/workplace/ and support for stress management. training-consultancy/ current and past https://www.hse.gov.uk/stress/ automotive sector employees standards/index.htm across all areas of wellbeing.
RESOURCES https://ben.org.uk/our-services/
90 NOVEMBER 2019 am-online.com TALENT moverS TALenT on THe move ADVERTISING FEATURE Every brand has a with effect from December board on October 1. 31, adding another item to The AM100 group told AM Reputation Score – the list of required recruit- that it would not provide ments at the group, which “ongoing commentary” is also seeking a new chief about its progress in what’s yours? executive and chairman. appointing a new chief In a statement, Pendragon executive to replace Mark By Anthony Gaskell, managing director, EMEA, said Laxer had confirmed to Herbert, who left his role in Reputation.com its board that he “remains June after just three fully committed to the months in post. We operate in a consumer-driven company”, adding that he Whoever joins era, where the voice of the customer will “continue to fulfil his Pendragon’s leadership is amplified like never before through roles of senior independent team in the coming months omni-channel feedback. We call this richard laxer, director and audit will be at the heart of an ‘the feedback economy’. committee chairman for the effort to transform the non-executive The feedback economy is crowded, remainder of the year”. former AM100 number director, The group will recruit an one’s ailing fortunes. complicated, and dynamic. Pendragon additional non-executive In its H1 results state- Prospective customers read reviews, check social director with relevant expe- ment, the group said it media and talk to their friends and family to rience, to join the board in plans to close 22 of its Car evaluate whether they should choose your brand for Richard Laxer has stepped January 2020. Store used car supermar- their big-ticket car purchase, or when they are in down from his position as Bill Berman is holding the kets and one vehicle prepa- need of repairs. According to the National non-executive director at position of interim executive ration centre after detailing Franchised Dealer Association, “reputation is the Pendragon, after 10 months chairman following the a £32.2m underlying most important factor when researching repairs, and on the car retail group’s announcement in pre-tax loss during the tyres are the most cost-sensitive purchase”. board. Pendragon’s H1 financial period to June 30, 2019. He will cease to be a non- results that non-executive Shares in the group fell to This makes the ability to monitor and manage executive director and chairman Chris Chambers 9p after it reported the your online reputation a critical business function. senior independent director would step down from the “significant losses”. But also, you need to be able to see what your online reputation and customer experience looks like in real time. That’s why we created the Reputation Jason Cranswick, the commercial director of Jardine Motors Score, a sophisticated measure that evolves with this Group, has been named as the first chairman of the National constantly changing landscape to help you Franchised Dealers Association’s dedicated EV Group. understand your dealerships’ online reputation. Cranswick will support the NFDA’s lobbying efforts and provide insights on where the EV industry needs assistance The Reputation Score is calculated using a brand’s from the Government. Cranswick said: “Adoption of EVs up performance across a variety of online areas, such until now has been quite slow, but with an influx of new as: review count, spread, visibility, star ratings, etc. JaSon cranSwicK, models and the issues around battery life and access to You can then benchmark your dealerships and see chairman, nfda charging points now starting to be addressed, we anticipate dedicated ev grouP how you stack up against the competition. demand to ramp up.” Every brand has a Reputation Score, and each sector has its own industry average, best-in-class and underperformers to keep track of. You can Dealerweb has appointed Steve Thomas, EnquiryMax’s identify what areas you can improve to become the former national account manager, as its new sales director. best-in-class example for the automotive sector. He will be responsible for the sales performance of While you may not have direct control over what Dealerweb’s Showroom, React and Acceler8 products customers say or do online, by using the insights and will lead a national sales team from the company’s from your Reputation Score, you can proactively get offices in Exeter and Leeds. ahead of the chatter to mitigate customer issues, Steve thomaS, Sales director Mark Bennett will become product and SaleS director, bolster your reputation and turn satisfied customers dealerweb customer services director, assuming responsibility for into loyal brand advocates. product development and customer service. n Learn more about Reputation.com and the proprietary Reputation Score, which is used by Kevin Nugent, Manheim’s former head of IT, has joined thousands of automotive locations across the Adesa UK, to roll out its own “intense digital roadmap”. globe, by visiting reputation.com or email Nugent will lead the information technology team at [email protected]. Adesa – a business unit of KAR Auction Services – after leading the IT operations at Cox Automotive’s physical auction business, which he joined in 2015. Jonathan Holland, the managing director of Adesa Kevin nugent, UK, said Nugent’s “rich industry background and head of it, adeSa uK breadth of experience” will make a “substantial, positive impact” on the business.
am-online.com november 2019 91 COMMERCIAL in association with DEALER MASTERCLASS PARTNER SHOWCASE The faster cars are listed online, the faster they sell Dealers need suppliers who can help them get digital assets online quickly and efficiently, improving sales, stock turn and satisfaction, says CitNOW CEO Alistair Horsburgh
How is the car How should dealerships react What are the biggest challenges Qbuyer changing? Qto these changes? Qfor dealerships moving from manual It’s been just over a decade since As the best matched car (rather than to digital processes? A CitNOW first provided retailers with A the cheapest) will be seen by the The digitalisation of the dealership the technology to bring the showroom customer, the retailer will need to closely A has been going on for a couple of digitally to the customer. Video is now review its digital asset strategy. decades, but has massively accelerated in being used at many touch points in the Dealerships should ensure their ads the past few years. In particular, we are customer journey, both in the showroom include clean, professional imagery and now seeing a dramatic increase in and workshop, to communicate a host of vehicle-focused video walkarounds to integrations with digital suppliers, as well messages – something that was help improve ad quality and engage as consumer confidence in managing the unimaginable just a few years ago. prospective buyers. With the potential buying process and transacting online. Car buyers of today are knowledgeable, increase in the quantity of digital assets Most retailers have embraced the digital highly informed and comfortable starting captured for a vehicle, a slick and simple sphere, but the challenge is – and for some, even completing – their process will help to provide a significant understanding and adopting new purchase online. With this significant advantage in this arena. technologies that digitally connected shift, online assets for new and used CitNOW Web enables retailers to upload generations expect. Dealers need to vehicles have become an integral part of a vehicle’s digital assets as soon as the car strengthen the connection between the customer buying journey. has been prepped for sale. Doing away online and offline touchpoints in the with the expense and time delay of customer journey. How do you see this traditional photography, our app allows Qaffecting dealerships? dealerships to capture professional, high- Do you have any tips for a With the rise of online retailing, quality, brand-compliant images, Qsuccessful digital transformation? A uploads of digital content 360-degree images and video using a Dealerships should review their showcasing dealer stock will surge. single tool. CitNOW Web facilitates used A current processes for producing Retailers will be looking for time and vehicle asset uploads to dealer, vehicle listings, noting the number of resource-savers to help them upload their manufacturer and classified websites in manual steps required to capture and stock across all online platforms as minutes rather than days – thanks to a publish their online vehicle assets. The quickly as possible. The faster cars are wide range of integrations, including Auto average ‘time to web’, or the time it takes listed online, the faster they sell – Trader. for a retail-ready vehicle to be published improving all-important stock turn. online, should also be evaluated. Having proven, easy-to-use tools, There have been some recent COMPANY PROFILE designed with the automotive digital Qchanges to Auto Trader’s search upload process in mind, is crucial in a algorithm. Can you tell us more? Key products: Sales, Workshop, highly competitive market where Using insights from consumer Bodyshop and Web apps consumers are driving the rules of A searches, Auto Trader has created Key staff: Alistair Horsburgh, CEO; engagement. Retailers who step out of the an algorithm to measure quality and Colin Tinto, CTO traditional comfort zone to improve relevance of adverts to help connect the Founded: 2008 efficiency, convenience, and customer right vehicles to the right customer. The Based: Wokingham and Stirling satisfaction will reap the rewards. website now displays the most relevant Visit: www.citnow.com Dealerships should seek out industry matches first rather than being price-led, Email: [email protected] suppliers who can help transform current so consumers will be served a list of Telephone: 01189 977 740 processes, while also understanding the vehicles that best reflects their search consumer, and who grasp the nuances of terms. Ad quality will also come into the automotive retail sector. Partners who play, with Auto Trader highlighting the listen and develop bespoke solutions – importance of specification details, good with extensive support, backed up with imagery and video walkarounds to relevant training – lead to the strongest ensure the highest ranking. working relationships that deliver the best
92 NOVEMBER 2019 am-online.com Advertising feature
HAVING PROVEN, EASY-TO-USE TOOLS, DESIGNED WITH THE AUTOMOTIVE DIGITAL UPLOAD PROCESS IN MIND, IS CRUCIAL IN A HIGHLY COMPETITIVE MARKET
results. What’s more, in a fast- exceeding 60,000 hours of moving and dynamic industry, video footage – in August. it’s imperative to appoint At the end of August, CitNOW suppliers who are agile in their was responsible for an response to changing market incredible 8 million video and customer behaviour. uploads this year, averaging 1 million a month. The volume What’s new of video footage has far Qat CitNOW? outperformed CitNOW’s Continual product expectations, and reflects the A developments and feature powerful role of video in the enhancements – often in modern dealership. response and in partnership with automotive retail clients – ■ We’d love to set up a review are at the heart of CitNOW’s of your current processes to philosophy. The most recent find a bespoke, easier, more additions include automated automated solution to save number plate recognition, you time and money. service collection scheduler, Contact us today for and further Android app your complimentary features. We’re planning audit and substantial developments to consultation at CitNOW Web, recognising the marketing@ big impact the application will citnow.com, or have on the industry in coming call us on years. The first enhancement, 01189 977 automated background 749. replacement, will allow dealerships to automatically replace image backgrounds with a clean, consistent backdrop in seconds. We are passionate about helping dealerships to demystify digitalisation, and there are safe, simple steps they can take to start them on the journey. Video is now being utilised in every area of the dealership, which is testament to its success. So far in 2019, the platform has already passed the total upload hours of 2018, with the highest ever number of monthly upload hours –
Alistair Horsburgh, chief executive, CitNOW am-online.com TALENT INTERVIEW AM, Media House, Lynch Wood, Peterborough PE2 6EA Email: [email protected] THIS MONTH’S QUESTION TO THE AM TEAM: What is the farthest you have been EIGHT QUESTIONS TO A... from your current location? EDITORIAL Editor Tim Rose 01733 468266 [email protected] Meeru Island in the Maldives News and features editor Tom Sharpe 01733 468343 [email protected] Seoul, South Korea DEALERDEALER Web producer Kenneth Brown 01733 468655 [email protected] Cleveland, Ohio
PRODUCTION RRECRUITMENTECRUITMENT Head of publishing Luke Neal 01733 468262 Kittila, Lapland Production editor Finbarr O’Reilly 01733 468267 Christchurch, New Zealand Senior designer Chris Stringer 01733 468312 AND Cancun, Mexico CONTRIBUTORS Matt De Prez, David Francis, Ian Halstead, Debbie Kirlew, Andrew Ryan, Tom Seymour, DDEVELOPMENTEVELOPMENT Craig Thomas, Matt Usher, Alex Wright PROJECT MANAGEMENT Head of project management Leanne Patterson 01733 468332 MMANAGERANAGER Project managers Kerry Unwin 01733 468578 Chelsie Tate 01733 468338 Niamh Walker 01733 468327 DaveDave RRose,ose, SSsangYongsangYong ADVERTISING Acting commercial director MMotorotor UUK,K, oonn ddealingealing Sheryl Graham 01733 366467 Account managers withwith rapidrapid ggrowthrowth Kate Atkinson 01733 366473 (maternity leave) Kelly Crown 01733 366364 Sara Donald 01733 366474 Zaher Khan 01733 366404 What are the main responsibilities of your role? What attracted you to this area of expertise? Recruitment enquiries 01733 366473 ROSE: I am responsible for dealer recruitment and ROSE: I joined the industry as a sales executive with Reg EVENTS network development. SsangYong is growing its dealer Vardy – they were an expanding group and I was swept Event director Chris Lester network, and I am looking to find partners in the open along with the excitement. I became a dealer principal Event manager Sandra Evitt 01733 468123 Head of exhibitions Katie Gordon-Hill points across the UK and Northern Ireland. In terms of after seven years and stayed for 14 years. My first move 01733 468289 network development, this covers the training and devel- across to the manufacturer side was as a dealer develop- Senior event planner Kate Howard 01733 468146 opment of customer-facing sales staff in terms of new ment manager at Mitsubishi Motors, this focused on product and skills. I also manage the dealer financial working to improve the dealers’ profitability. Eventually I PUBLISHING Editor-in-chief Stephen Briers composite; this report is published each month and is the became involved in dealer recruitment and I thoroughly Head of digital/associate editor Jeremy Bennett end result of our network reporting its financial perfor- enjoy the challenge, there is so much variety. CRM & marketing manager Joanna Smith mance. The report allows our network to compare its Managing director Tim Lucas Office manager Jane Hill 01733 468319 performance against all aspects of the business, and What’s the most important thing you have learned MD Automotive group Niall Clarkson dealers can benchmark themselves against other in your career, and how have you made use of it at CEO of Bauer Publishing UK Rob Munro-Hall SsangYong franchises. your company? Subscribe to AM www.am-online.co.uk/subscribe ROSE: The most important thing I have learned is to treat +44 (0)1635 588494 What have been the most significant challenges in people how I would like to be treated. I know it’s a cliché, [email protected] your line of work? but its important to be yourself, and listen. We have a small UK: annual £99 / two years £168 / three years £238 Overseas: annual £149 / two years £253 / three years £358 ROSE: The challenges of expansion apply to most team at SsangYong, and we all wear a few hats, and work AM is published 12 times a year by Bauer Consumer Media Ltd, registered address Media House, Peterborough Business Park, Lynch Wood, Peterbor- franchises – SsangYong has had a very successful recruit- closely together. I interact with new dealers to make the ough, PE2 6EA. Registered no.: 01176085. No part of the magazine may be reproduced in any form in whole or in part, ment drive this year. We added 10 new sites in the first half transition into SsangYong an easy one, as it’s a long-term without prior permission of the publisher. All material published remains the copyright of Bauer Consumer Media Ltd. of the year and more continue to join. We currently have partnership we are entering in, and our dealers can grow We reserve the right to edit letters, copy or images submitted to the magazine without further consent. The submission of material to Bauer 67 sites and expect to have 90 by the end of next year. organically with the brand. MATT DE PREZ Media whether unsolicited or requested, is taken as permission to publish in the magazine, including any licensed editions throughout the world. Any fees My challenge is spreading the word, so that every prospect paid in the UK include remuneration for any use in any other licensed editions. We cannot accept any responsibility for unsolicited manuscripts, in every available open point is aware of us. images or materials lost or damaged in the post. Whilst every reasonable care is taken to ensure accuracy, the publisher is not responsible for any QUICK-FIRE QUESTIONS errors or omissions nor do we accept any liability for any loss or damage, How might these challenges be overcome? howsoever caused, resulting from the use of the magazine. Printing: PCP Complaints: Bauer Consumer Media Limited is a member of the Independent ROSE: We have overcome the challenges by strategic Press Standards Organisation (www.ipso.co.uk) and endeavours to respond to and resolve your concerns quickly. Our Editorial Complaints Policy (including marketing, and attending trade shows. Our profile as a What drives you? full details of how to contact us about editorial complaints and IPSO’s contact details) can be found at www.bauermediacomplaints.co.uk. Our email brand has put us in front of many potential Maximising the opportunity, and the end result. address for editorial complaints covered by the Editorial Complaints Policy is partners, and this should work well for us. We have intro- [email protected]. duced some excellent new models to the range over the What’s your favourite app? past 18 months, and have just launched the all-new Spotify. Korando into the C-segment. I have also had great success using various data platforms and researching How do you relax? particular open points, before visiting the dealership and Flying light aircraft. offering to discuss the brand in detail.
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Advertising feature Control your margin with Autoclenz
With 50 years of valeting and cosmetic repair, alloy wheel refurbishment to progressing and completed through the repair experience servicing the motor premises cleaning. valet bay. industry, Autoclenz excels in making your We even have the facility to install a Our PVMS allows you to control systems more efficient – and your life dedicated SMART repair centre on your duplicate valets and configure sign-off easier. By joining many of our services premises for the full one-stop shop. by managers for “exceptional” valets, together, we have made doing business which can make valuable savings on with us simpler, smoother and more Enjoy greater savings with cost control your annual valet spend. cost-effective. using management information Effective cost control is vital to maintain Join our blue-chip client list Fully outsourced end-to-end solution dealer margins in these challenging Rather than managing multiple services Autoclenz is best known for its valeting times. The Autoclenz PVMS (Paperless from different suppliers, isn’t it time to services, but there’s a whole lot more to Vehicle Management System) is the review your vehicle preparation needs Autoclenz than cleaning cars. ultimate tool in controlling the movement before the next big registration month? The fully outsourced solution meets all of your stock through the valet, prepara- your vehicle preparation needs, offering tion and imaging process while services ranging from ‘meet and greet’, controlling the spend. delivery and collection, imaging, cosmetic PVMS is live, showing jobs awaiting,
Contact Martin Peters, sales director of Autoclenz, on 01283 554 682, email: [email protected] or visit: www.autoclenz.co.uk ENTER NOW AT AM-AWARDS.CO.UK
THE 2020 CATEGORIES (*= audited by BDO)
Best Marketing Strategy and/or used car or van sales Franchise Partner of the Year Best Dealer Group Marketing should help you to build department in the past 12 months. Selected by a combination of (more than 10 sites)* your brand as well as to find new readers’ and judges’ votes. Here we recognise great large customers and help you to grow The Community Hero award groups. Entrants should be high- sales in the short term. We want to recognise dealerships Most Improved Dealership* quality businesses, with strong Sponsor: Motors.co.uk that are deeply rooted in their Driving a business from being sales and aftersales results, a communities, support local good to becoming great, or culture of success and the Best Online causes and organisations, and turning around a poor operation, financial rewards to show for it. Consumer Experience have a culture of giving deserves recognition, so share Open to franchised and Dealers entering this new award something back. your story with our judges. independent groups. category should provide an Sponsor: BNP Paribas Sponsor: MFG Group excellent, comprehensive, Best Used Car Dealer customer-focused digital (independent non-franchised)* Best Dealership* Best Used Car Dealer Group* experience for consumers who Retailing second-hand cars This category is open to single-site Open to franchised and are searching online for their next demands a host of skills and owner-operators and to best- independent dealer groups, this car, whether new or used. processes, from stock acquisition performing dealerships within a new award seeks to recognise Sponsor: Cargurus and preparation to marketing and larger group network, to reward high levels of best practice in used protecting profit margins. We seek strong performance across sales, car sales at the group level. Stock Best in Customer Service entries from independents and marketing, aftersales and management, marketing and Entrants should have a customer- car supermarkets that show administration. financial performance are among centric culture and take pride in strength in all these aspects. the criteria to be examined. strong satisfaction scores, but Sponsor: Santander Consumer Finance Best New Dealership* Sponsor: Autoclenz never allow complacency and Open to outlets opened or brands react robustly to fix the situation Best Used Car Dealer added since January 2017, this The Bright Spark Award whenever things go wrong. (franchised)* award aims to celebrate the early New for 2020, this category invites Sponsor: LTK Consultants Pre-owned cars should not be the wins of young businesses and entries about ideas and poor relations for the franchised recognise the effort and talent innovations, no matter how simple Best Aftersales Team* dealership keen to win this award. required to make a success of or complex, that have come from Open to franchised workshops Entrants should evidence strength start-ups. a dealer’s member of staff to and independent repairers, in stock acquisition and Sponsor: Rapid RTC make a work process simpler, entrants will have high- preparation, marketing, sales save time or money, or solve a performing teams of service and profits. Best Dealer Group problem in some way. reception, workshop control and Sponsor: 1link Disposal Network (up to 10 sites)* Sponsor: CDK Global technical staff who deliver great Brand specialists or regional returns for the dealership. Used Car of the Year heroes apply here. Entrants Best New Product and Service Sponsor: Gtechniq Selected by a combination of should be high-quality businesses, Open to industry suppliers that readers’ and judges’ votes. with strong sales and aftersales are helping to change dealers’ Best Sales Team Sponsor: Car Care Plan results, a culture of success and fortunes. We expect to see (new and/or used)* the financial rewards to show for innovation and measurable This award acknowledges the New Car of the Year it. Open to franchised and results, including examples of power of multiple individuals Selected by a combination of independent groups. beneficial use by your customers. working together towards an readers’ and judges’ votes. Sponsor: Jewelultra acknowledged goal in a new Sponsor: Supagard
HEADLINE AWARDS
Supplier of the Year The AM People Investor Award Dealer Principal/General and voted upon by the Open to entries from Companies that regard the Manager of the Year judging panel. industry suppliers making a development of their workforce as The judges will be looking for a Sponsor: Premia Solutions significant difference to dealers’ an investment, not a cost, should dealer principal or general fortunes. Entries will be reviewed enter this category. The judges manager who has done amazing AM Hall of Fame and voted upon by readers and will want to see your training and things with difficult brands or We recognise someone who has the judging panel. development strategy, understand marketplaces. In doing so, they made an outstanding contribution how skills are developed and see will have demonstrated excellent to the automotive industry during Manufacturer of the Year evidence of the resulting benefits leadership skills, drive and their career. The recipient is This award recognises vehicle to the business. innovative thinking that has helped chosen by AM’s editor, Tim Rose, manufacturers that are developing the dealership to achieve business and editor-in-chief Stephen Briers. and delivering the best products Dealer Group of the Year objectives in the face of adversity. Sponsor: Shell UK and technology consumers could The ultimate accolade for the want, both now and in the near best business performance and Business Leader of the Year future. Nominated and voted upon culture. Selected by the To recognise strong leadership, by the judging panel. judging panel. vision, visibility and accountability Sponsor: Carwow Sponsor: Black Horse at the highest level. Nominated
ENTRY DEADLINE FRIDAY, NOVEMBER 1 AUTOMOTIVE MANAGEMENT www.am-online.com November 2019 £8.00
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