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23 rd October 2008. Knowledge is Power. Matthew Saunders Global Market Development Manager – Fleet, Leasing & Finance. Agenda. Introductions The Challenges Positive Action Avoid the Pitfalls Let the customer choose? It’s more than just the payment! Summary. Introduction.
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23rd October 2008 Knowledge is Power Matthew Saunders Global Market Development Manager – Fleet, Leasing & Finance
Agenda • Introductions • The Challenges • Positive Action • Avoid the Pitfalls • Let the customer choose? • It’s more than just the payment! • Summary
Introduction • 19 years in rental and leasing • Rental Manager- Ryder Truck Rental • Sales Manager – HSBC Commercial Vehicles • Consultant – ALD Automotive • Sales Manager – POLK Roadtodata
About JATO: Our knowledge is your power • The leading global supplier of automotive intelligence • Founded in 1984 • Over 400 people in 45 locations worldwide • Information and pioneering solutions that create transparency in the market • Our customers have the power to make informed decisions • ‘Quality of product and quality of service’
What do we do? • We research information for passenger cars and commercial vehicles including: • Detailed vehicle specifications published in real-time • Vehicle prices, option prices and option build rules • Comprehensive vehicle sales and registration information allowing detailed market analysis • Real-time market news service, aggregating 30,000 articles a year • Manufacturer sales incentives • Total cost of ownership information • Option take rate and fitment rate
Argentina Australia Austria Belgium Brazil Canada Canary Islands Chile China Czech Republic Denmark Finland France Germany Great Britain Greece Hungary India Ireland Israel ItalyJapan Korea Mexico NetherlandsNew Zealand Norway Poland Portugal Puerto Rico Romania Russia Slovenia Slovakia South Africa Spain Sweden Switzerland Taiwan Thailand Turkey USA Venezuela JATO’s operations worldwide….42 countries and still growing!
The Numbers! • Who are the lessee's? • Company car drivers • Private individuals • How many are there? • Fleet size of 1,677,206 for just 6 companies • Replaced every 3 years = 559,068 per annum • Average of 10 quotations per order = 5,590,680 quotations • Cars are emotive – they bring out the passion! • Drivers will scrutinise every detail. • They’re taxed on price, Co2 emissions, fuel economy. • Options that change these have big impact – financially. That means we have over 5.5 million QA experts helping us!!!
The Challenges! • Who are the customers? • Decision Makers • Owner/General Managers • Directors • Procurement Officers • VIP’s • What do they expect? • professionalism, a one stop-shop, satisfaction • Attracting and retaining customers • Achieving profits • Minimising costly errors • Accurate data!
Where does the data come from? • Dealers? • What are the risks associated with this? • Delayed response • Accuracy of information • Are there campaigns running? • Is the dealer offering old stock? • Does the vehicle have the correct options / specification? • Yourselves? • What are the risks associated with this? • Magazines, adverts, web………. may be inaccurate. • Can you be sure it’s the latest information? • Dealer requests for information rely on the dealer (see above) • Data provider?
Positive Action • Shift awareness • You lease cars & services, not just money • Be knowledgeable about the products • Be proactive • Constantly be aware of market changes • Negotiate & re-negotiate deals with Manufacturers/Dealers • Differentiate from the competition • Talk to & understand the customer’s needs • Offer advice & choices • Give customer the opportunity to define their ideal choice • Beat competition on timely responses • Show you are modern and have a vision for the future • Do NOT compete simply on price • Relation Management & Customer Satisfaction count in the long run • Lease cars today that are ‘sellable’ tomorrow, improving your residual values • Minimize exposure & risk • Actively promote favorable models
Avoid the Pitfalls • Automate market data source • No need for resource to collect and input data • No need to rely on the importer / dealer for information • Link from database to your IT system via interface / ftp site / web services • Incremental, daily, weekly, monthly updates = updated accurate information • Ever specification, 1,000 items (average) • Check with customer to ensure acceptance of equipment to be ordered. Remember: • Build rules and option logic • Change in wheel size affects tyre size • Automatics change CO2, weight, MPG, fuel economy……… • Configure ‘real’ vehicles only • Confirm with dealer/importer expected content • Ensure delivered car is as per the order
Let the customer choose? • On-line car configurator & comparator suitable for: • Internet sites (internal use) • Extranet sites (Access to selected clients) • Internet sites (public offering) • Customised site, matching ‘look & feel’
It’s more than just the payment! Move the sales focus away from just price, offer more, offer Total Cost of Ownership (TCO): Depreciation – affected by brand and model desirability, perceived quality, reliability and used demand vs. availability Fuel – cost and consumption Insurance – reparability, desirability and replacement cost SMR – frequency, labour time, parts cost, complexity, reliability Acquisition & finance – purchase price, interest Taxation – Vehicle price, Emissions, environmental tax Tyres – individual tyre cost (affected by tyre size) and expected wear rates Support – overheads, organisation
Summary • The Challenges • The customers, exceeding expectations, data supply. • Positive Action • Proactive, market changes, negotiate, timely, good advice. • Avoid the Pitfalls • Timely, accurate, complete data. • Let the customer choose? • On-line tools • It’s more than just the payment! • Depreciation, fuel, insurance, maintenance, taxation Never under estimate the importance of getting it right first time!
