Australian International Systems Providers

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1 Researched, compiled and published by Woods & Seaton International Automotive Retailing & Distribution, Internet & Business Processes Appendix 1 Australian International Systems Providers September 2013 ESTABLISHED 1973

2 For the sole use of Manheim Retail Services - Contact: LeEtta Pearce page 53 International Automotive Retailing & Distribution, Internet & Business Processes Contents 1 40 Appendix 1 Australia s contribution to International Systems September 2013 Section Heading Page 1. Overview An adventurous country Geography, language, culture and automotive market characteristics Topics covered 2 Figure 1.1. Countries in which Australian DSPs operate or systems are used A high level introduction to the 5 DSPs Impact on international markets DMS Specialist DSPs - CRM and Parts & Service 5 Figure 1.2. Australian DSPs which also operate in other Countries Specialist DSPs - Integration From overview to specific 6 2. Pentana Solutions - A high level introduction The Company History 8 Figure 2.1. Pentana s History including acquisitions Objectives Ownership Revenues and profits International coverage Customer base Products DMS 13 Figure 2.2. Pentana s Product-Line in outline ERAnet PRO AutoLedgers NOVA Sipad.X (PRO V10) IMS - Distributor/Importer Management Systems DistributorPRO IDS Enterprise 18 Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

3 For the sole use of Manheim Retail Services - Contact: LeEtta Pearce 40 page 54 Contents 2 Section Heading Page Parts Systems CLERA... B2B Partsales.com.au... B2B Auto eshop... B2C SmashLink... B2B PareX... B2B Other Specialist systems... including Partners Showroom and CRM related Service related EDM DocuSmart, Business Intelligence Integration related: Link, Integration Gold, 5* Hub, Netbox Infrastructure Specialist services: Data Services, Franchise Services and Consultancy Others not covered Comments and Conclusions Auto- - A high level introduction The Company History 28 Figure 3.1. Auto- s History Objectives Ownership Revenues and profits International coverage Customer base Products and Services 32 Figure 3.2. Overview of Auto- s Product-Line DMS Open ECOSystem DMS platform migration 33 Figure 3.3. UNS/EQUIP Platform migration in outline Mobile Applications Business Intelligence - ECOBI Comments and conclusions Titan DMS - A high level introduction The Company The Product 37 Figure 4.1. Titan DMS - Product overview 37 Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

4 For the sole use of Manheim Retail Services - Contact: LeEtta Pearce 40 page 55 Contents 3 Section Heading Page OEM Integrations Other Integrations Other developments Comments and conclusions Infomedia (IFM) - A high level introduction Infomedia s view of the Service Business in the basis of its Strategy 41 Figure 5.1. and Data for supporting the 2020 Service business The Company Offices and staff Customer base Product Strategy 43 Figure 5.2. Infomedia s products in the Service environment Parts Microcat LIVE Microcat V Microcat market Auto PartsBridge Service Superservice menus triage insight register connect Data Management - Microcat network Comments and Conclusions Vital Software - A high level introduction - CRM and quite a lot more The Company 49 Figure 6.1. Overview of Vital Software s Product-Line History and current status Product development International coverage Customer base Products - CRM Corporate CRM Head Office CRM Products - Integration Services Integration separate from ContactTracker Comments and conclusions 52 Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

5 Woods & Seaton Automotive Systems & Communications Service Reference Library onwards Note: At Subscriber request, from 2011, we have concentrated on Briefings and Reviews with 30 or more delivered each year. A list of topics is available on request. As shown below, two Analyses have also been delivered during Analyses since 2006 which include coverage of North American Systems April 2012 to September International Automotive Retailing & Distribution -, Internet & Business Processes - May Australian International Systems Providers - September 2013 March 2010 to March International Systems - Overview plus UK Smaller DSPs - April European Groups and their System Providers (1) Pendragon (UK) and Pinewood - April International Systems Providers -DSPs operating in more than one Major Market/Region - July European Systems -Sweden - September International Systems Providers - SAP - Third Review - December International Automotive Retailing Systems and Processes - April European Automotive Retailing - Systems Developments & Trends - June North American Developments & Trends - Systems in Automotive Retailing (including the Internet jungle) - January 2012 March 2009 to March International Automotive Systems - Customer Relationships Marketing - May International Automotive Systems - Digital Marketing - July International Automotive Systems - Preliminary view of Brazil - August North American Developments & Trends - OEM systems for s - January North American Developments & Trends - s and DSPs - March International Systems - Preliminary Overview - April 2010 March 2008 to February International Systems Providers - SAP - Second Review - June GM s Global Systems Strategy - July Porsche Informatik - Importer, and Web systems - August International Sales Systems - November Mercedes-Benz - Global Systems - February North American Developments & Trends - Smaller DMS Providers - February 2008 Initial two reviews of DSPs and their major customers... Track-Arkona and Asbury Automotive Group Inc. Built-Lightyear and Don Wood Group March 2007 to February European Developments & Trends - Italy - June European Developments & Trends - OEM Integration with s - June North American Developments & Trends - Arkona - a subsidiary of Track - July International Systems Providers - The new Incadea - September International Systems Providers - SAP - Initial Review - October International Systems Providers - Reynolds & Reynolds - European Operations - November International Service Systems - January North American Developments & Trends - Systems Interconnections - A changed situation - March 2008 March 2006 to February European Developments & Trends - Volume 2 - s & Groups - April European Developments & Trends - Volume 1 - The Market - June The growing array of European Specialist System Providers - July 2006 North American Developments & Trends - November Volume 1 - The Market, OEMs and Systems Providers 5. Volume 2 - OEM- Projects, s & Groups 6. International Systems Providers - February 2007 March 2005 to February European s & Groups - and Organisation - April European Developments & Trends - Costs - April European Developments & Trends - Standards for - June European System providers in Car & Truck Networks - July 2005 Developments & Trends in Automotive Retailing - North America - September 2005 (Total 267 Pages) 5. Volume 1 - The Market, Automakers, DMS & Specialist DSPs, Finance Acceptance Networks, Standards. 6. Volume 2 - s, Groups, Stimulating Projects. 7. European Developments & Trends - On-line Parts Systems - January 2006 March 2004 to February Importer Systems - April Automotive CRM, Internet & e-commerce - Europe - July 2004 Developments & Trends in Automotive Retailing - North America - September Volume 1 - Market Overview, Automakers, Vendors, ASP, Leasing & Desking, Finance Acceptance Networks, Standards. 4. Volume 2 - s, Groups, Stimulating Projects, Independents 5. Automotive Systems & Services in the UK - Market Overview - January & Business Processes in the European Independent Automotive Aftermarket - February 2005 Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

6 For the sole use of Manheim Retail Services - Contact: LeEtta Pearce 40 page 1 International Automotive Retailing & Distribution - Appendix 1, Internet & Business Processes - September 2013 Australia s contribution to International Systems 1. Overview 1.1. An adventurous country Our International update in May 2013 stated that, relative to its population of about 23 million, Australia has produced a large number of DSPs which operate internationally, particularly... Auto- - providing DMS for Car, Truck, Agricultural and Heavy Equipment s. It operates in Australia, New Zealand, Malaysia, Brunei, Singapore, Fiji, Burma, South Africa and Mexico. Its DMS has been adopted as its own system by John Deere in the USA and Canada. Infomedia - a Specialist providing a widening range of Parts and Service systems globally. Because it supports multiple OEMs, its products are used in over 185 countries. It has offices in Australia, China, Europe and the USA. Pentana Solutions - providing IMS, DMS and a wide range of other systems and services. It operates in Australia, New Zealand, other parts of Asia-Pacific, Europe and a large number of other countries with its ancillary Parts and Archiving systems. Titan - providing a DMS for Car, Truck and Heavy Equipment s. It operates in Australia, via a Partner in South Africa, and it has recently opened in the UK. Vital Software - a Specialist providing CRM, data integration and analysis services. It operates in Australia, New Zealand, the UK and the Netherlands, with more to come. Individually these DSPs have different strategies for their operations outside Australia. In total, they do not yet equal the impact of the international operations of American DSPs, but they are ahead of other countries, including the UK which, in the 1990s, had extensive international operations via DCS Automotive, Kalamazoo, Kerridge and Lynx, which were all acquired by the two largest American DSPs, ADP and Reynolds and Reynolds Geography, language, culture and automotive market characteristics Australia is often perceived as most closely related to the UK and the USA, with English as its national language. However... Outside hotels in central Sydney and Melbourne, Chinese, Korean and other Asian languages were prominent, with local shops and restaurants similarly international. Darwin in Northern Australia is nearer to parts of Indonesia (about 500 miles away) than it is to Melbourne in the south of Australia (about 2,000 miles away). It is also closer to Japan than it is to New Zealand. When the weather forecast is shown on TV with the Australian map in the background, it is the equivalent of a forecaster in New York standing in front of a map covering the USA and southern Canada, or a forecaster in the UK also covering Egypt, Libya, Continental Europe, Scandinavia and a large part of Russia, which have widely differing climates. Australia is a vast and increasingly multi-cultural continent, with 90% of its population living in a few major cities around the coast. (See also our 2010 Preliminary Review of Australia.) It has low unemployment (5% to 6%) and - at least for some of the DSPs - productivity has been stimulated by the arrival of people from Asia. One of the indications of its open character is the wide range of car and truck Brands available - about 80, including 4 from China. Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

7 For the sole use of Manheim Retail Services - Contact: LeEtta Pearce 40 page 2 Some automotive market statistics are... Franchised s - Estimates vary dependent on which categories of are included - Car, Truck, Equipment, Motorcycle - and whether Owners or Franchise points are counted. The Australian Automobile s Association states that it supports over 2,600 s. Franchise points may be as many as 3,500 but the number of owners is less than 50% of that - one source suggests about 1,300 Car s and 300 Truck and Equipment s, with each having 2 or 3 Franchises - plus a few large Groups each with 100 or more. Annual New Vehicle Sales - about 1 million... >50% Cars, 25% SUVs, <20% Commercial Vehicles and 3% Heavy Trucks. OEMs active in the market - over 50 Car Brands plus Heavy Trucks and Equipment. Top 3 Car Brands - Toyota 18-19%%, GM-Holden (12% - 13%), Ford (8% - 9%). Vehicles on the road - about 16 million. Superficially the Australian market may appear to be similar to that in Canada. However, there are significant differences, including... Canada s population is close to 35 million, so it has about 50% more potential vehicle buyers. Canada has a border with the USA of about 4,000 miles - not including Alaska, so there is major cross-border influence and, for example, ADP and R&R have been able to enter Canada from the USA without getting their feet wet. Australia has no border with any other country, the closest being Papua New Guinea (about 100 miles north), with Indonesia not much further. New Zealand is over 1,000 miles away. The distance from Sydney to West Coast USA is about 7,500 miles. The distance from Sydney to Hong Kong/China is about 4,500 miles. Although both ADP and R&R have had activities there, ADP now operates via a Partner and R&R has withdrawn - although it still has a small shareholding in Pentana Solutions. Except for a few Internet software providers, American DSPs currently have little involvement. In comparison, Canada s home-based DSPs can cross the border by car to enter a market 10 times larger than their own and which mainly speaks the same language. The closest markets for Australians are in Asia where English is not always acceptable. It could be added that... Australia drives on the correct side of the road (as do Japan and the UK). Canada drives on the same side as the USA, thus making border crossing to/from the USA less hazardous. The modern Australian automotive market, which has many similarities to the USA and UK, has created DSPs with strong products, but limited local growth potential... less than 10% of the home market size of DSPs in the USA, and about 40% of those in the UK. Australians have recognised that growth will mainly come from overseas markets. Note: It is not the only country in which DSPs have this opinion Topics covered The primary focus of this update is on the operations of Australian DSPs in international markets. However, views of their home market operations - their launching pads - are also provided. Mostly when they have ventured into international markets, they have used the same systems as in Australia, although Pentana s recent acquisition of Esseitalia in Italy is an exception. Not all of their ventures have been successful - China in particular has proved difficult for two of the DMS providers. However, as indicated in Figure 1.1., they are now active in many countries. Note: The map does not show every location in which Infomedia and Pentana products are sold. Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

8 For the sole use of Manheim Retail Services - Contact: LeEtta Pearce 40 page 3 Figure 1.1. Countries in which Australian DSPs are operating or their systems are used Pacific Islands Fiji Auto- Infomedia countries Pentana countries Titan Vital Note: The map cannot show all of the 100+ countries in which Infomedia and Pentana products are sold The broad headings under which they are reviewed are The Company - structure, market sectors covered and main statistics. 2. Partnerships - with other DSPs and wider. 3. Products - overview and main statistics. 4. Countries in which the Company operates with... A view of its Home base. Its positions in other countries. 5. Direction of development - Company and products. 6. Comments. Because the 5 DSPs reviewed are very different, the headings vary from one to the other A high level introduction to the 5 DSPs There are no co-operations between these DSPs to help each other to penetrate overseas markets. The 3 DMS providers have no logical basis for co-operation at present. They are competitors. The 3 DMS providers co-operate with the 2 Specialist DSPs to varying extents in Australia, but their situations in overseas markets are different. These are 5 very individual, self-motivated DSPs Impact on international markets... A question to be answered is... To what extent do the activities of the 5 DSPs usefully widen the range of choices and increase the competition in the business outside Australia, and in which Regions and application categories? In overall terms, it is reasonable to state that... Collectively, their global impact so far is relatively small when compared with that of ADP. Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

9 For the sole use of Manheim Retail Services - Contact: LeEtta Pearce 40 page 4 However... Infomedia has become one of the few major global providers of Parts & Service systems and has a clear view of its future strategy. (Its main competitors are LexCom and Snap-on.) It is the most successful of the Australian DSPs in its international penetration so far. The situations in other application categories vary widely. Three are particularly interesting... DMS - 3 DSPs are in this category - Auto-, Pentana Solutions and Titan. See below. CRM - One of the 5 DSPs - Vital Software - is a Specialist, but the DMS providers include some CRM functions in their products. See below. Integration - One of the DSPs - Vital Software - is a Specialist, and Pentana has a department specialising in Integration. See below. Another aspect is whether any of the DSPs plans to become a Global One-Stop-Shop. At present, only one is close to achieving that status - Pentana Solutions - see Figure 1.2. An overview of how they fit into international markets follows below. Note: When reference is made to OEM global standardisation of, North America almost always needs to be considered as a separate case, with global referring to the rest of the world. North America is a separate world. Even China accepts some imported systems DMS OEMs aiming for global standardisation of have become accustomed to a very limited range of choices when looking for a global or extensively multi-national Partner for DMS. Only two are actively selling DMS directly to s with the objective of providing global coverage - ADP and incadea. However, both of them prefer to have strong OEM recommendations to help them to enter a new country. A third possibility is SAP. However, our recent Review of SAP s Systems noted that although its DBM has global potential, there are no known plans to compete directly with ADP and incadea - or any other traditional DSP. Other DSPs with multi-national operations, e.g. DATAFIRST and Reynolds and Reynolds, have stated that their objectives do not extend as far as global coverage. DATAFIRST (10 countries) is very selective when it does expand into a new market. R&R (6 countries) has a recent history of withdrawing from countries which do not offer strong profitable growth - notably Spain and Switzerland, and has not added any countries. It also sold incadea, which the original R&R, before its acquisition by UCS, had seen as its basis for global competition with ADP. A few others operate in several countries, e.g. Audev, T-Systems, Wegos and Vector, but with no global objectives or serious potential to become global. So it is of interest that one of the Australians, Pentana, has long-term international expansion plans and it is willing - at least initially - to invest without any OEM recommendations to help it to enter new countries - e.g. the UK. Clearly it recognises that expansion will be a step-by-step process and that only a few steps, mainly in Asia-Pacific and Europe, have been taken so far. The other two DMS providers, Auto- and Titan, are much smaller than Pentana. Auto- has made significant international progress with its two DMS, UNS (Cars) and EQUIP (Heavy Trucks and Equipment), primarily in Asia-Pacific on its own, and in the USA and Canada via John Deere which purchased the EQUIP software to use as its own product for its s. It also works with Partners in a few markets, e.g. Mexico and South Africa. Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

10 Application Categories IMS - Importers, National Sales Companies DMS - Car s DMS - Heavy Truck & Equipment s Sales CRM, ILM, BDC Business Intelligence (BI) Archiving/Business Process Management Call Centres for Sales-Service Vehicle Data & Comparisons for Sales Showroom Mg t., Quotations & Desking incl. Finance Accessory Sales Mobile Sales Aids Call Management Inventory Mgmt & Valuations/Analytics Data Mining for Leads - Sales/Service Service CRM & Marketing Parts & Service Catalogues Mobile Service Aids, on-line Appointments Vehicle Inspections Vehicle advertising Sites / Lead Supply Web sites/video Marketing SEO/SEM On-line Vehicle Sales Automated Responses/Quotations Automated on-line Finance Quotes Parts & Accessories on-line Sales Digital Marketing & Advertising Reputation/Review Management/Chat Services Mobile Apps. for Sales / Service Vehicle Titles & History Data Extract Enhance & Publish System Integration Data Cleansing Data Aggregation Services Cloud Services Australian International Systems Providers For the sole use of Manheim Retail Services - Contact: LeEtta Pearce 40 page 5 However, Auto- has not indicated that it plans to invest in achieving global coverage. Titan is still in the very early stages; it has so far entered South Africa via a Partner and recently announced a new office in the UK... apparently as a step towards wider European coverage. Comment: The supply of global DSPs is not, therefore, immediately increased by the activities of these three Australians, but locally they increase the competition in countries which they enter. The results will be particularly interesting in the UK which has been dominated by ADP and R&R - and to a lesser extent by Pinewood - for many years. They will resist the entry of Pentana and Titan strongly. There is some interest among s in having an alternative, but that has to be translated into enough courage to leave the establishment and try a newcomer to the market Specialist DSPs - CRM and Parts & Service Again, OEMs aiming for global standardisation of have had a limited range of choices of DSPs providing systems which operate around the DMS. For CRM at the corporate OEM level, the primary competitors have not been DSPs, but major software companies. e.g... Microsoft, Oracle (Siebel), SAP and Salesforce.com. However, at the National Sales Company or Importer level, some local Specialist DSPs have had successes, e.g. Manheim Retail Services with Toyota and Volkswagen in the UK. For CRM at the level, a wide variety of Specialist DSPs - and in some cases the DMS providers with their integral CRM - have been successful However, to-date, we are not aware of any OEM adopting a single type of -level Lead- Manager/CRM system globally. (Although Volvo Car is heading in that direction.) A wide variety of systems are in use, including those of one Australian Specialist DSP... Figure 1.2. Australian DSPs which also operate in other Countries The content of DSP applications varies widely, so only indicates that the DSP has some type of product in the category. Some are deeply Specialised, others are basic. It is necessary to ask DSPs for precise details. DSPs also operating outside Australia Auto- P P P P P P P P P Infomedia Pentana P P P P P P P Titan Vital Software Key: = Provides one or more systems in this category. Note: There can be wide variations between DSPs. P = Co-operates with a Partner for this category. Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

11 For the sole use of Manheim Retail Services - Contact: LeEtta Pearce 40 page 6 Vital Software - has gained some successes in Australia and Europe, and also had a foothold in the USA with Suzuki - until the OEM withdrew from that market. The application areas which have come closest to globally standard coverage - even including North America - are Parts & Service, mainly at the data level, but also Locators. Not all OEMs have yet achieved global standardisation of their Parts & Service data, but several are moving in that direction. Their choices of provider have been relatively limited. Some have developed their own, notably Fiat, Honda, Nissan, PSA and Renault - although not always with a global standard. Others have worked with Specialists, particularly Infomedia (Australia), LexCom (Germany) and Snap-on (USA) - all of them operating internationally. It is in this area that Australia has its most widely international Specialist - Infomedia - which has also developed a wider, integrated product-range than its two main competitors Specialist DSPs - Integration Integration is a problem (or a challenge) for all OEMs internationally, primarily because they need their central systems to be integrated with the wide variety of DMS, CRM and other systems used by their s. This can mean working with several hundred different DSPs internationally because, for the near future at least, they have no real possibility of reducing the number of different systems used by their s to a few... e.g. less than 10. This is an opportunity for Specialists who can reduce the complexity, time and cost for OEMs of managing the multiple integrations. Some major systems houses - notably CAP Gemini and Infosys - have been involved in OEM integration projects, although obtaining clear details of the tools and services they can offer has proved to be very difficult. Integration of systems tends to be a very small part of their vast operations, often with small teams of people being assigned to specific OEM projects and then dispersing. A few other Specialists are known, including Oxlo in the USA which provides its own Hub with its own integration standards. Its proprietary process has gained limited acceptance in the USA, and has not been exported. Also, ADP in the USA provides its own iserver Hub which can be used for integrating the Systems of other DSPs, as has been implemented for Jaguar Land-Rover in the USA. However, it is so far country-specific, and being provided by the largest global DSP causes some concerns for other DSPs. Other small Specialists have emerged, including Motive Retail (USA) which is DSP-neutral and offers a set of tools and consulting services to facilitate OEM- integrations. Motive Retail manages the direct OEM- integrations, and does not offer a Hub. For projects which are international, it has so far operated from the USA, co-operating with local OEM staff to co-ordinate local DSP integrations. Two Australian DSPs - Pentana and Vital Software - also offer integration services which are not only related to their own systems. These are covered in the later Sections on individual DSPs From overview to specific Section 1. has aimed to place the 5 very different Australian DSPs in context internationally. Sections 2. to 6. deal with each of them individually, starting with the largest - Pentana, continuing with the two other DMS providers, Auto- and Titan, and then Infomedia and Vital. Woods & Seaton 2013 Tel. 44 (0) mikeseaton@woods-seaton.com

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