SALES EXCELLENCE ACROSS MULTIPLE MARKETS.

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1 1 CASE STUDY MSXI SALES EXCELLENCE SALES EXCELLENCE ACROSS MULTIPLE MARKETS. fueled by challenge. powering success.sm

2 2 BRINGING YOUR SALES PROCESSES UP TO SPEED. MSXI was asked by a premium manufacturer to implement a Sales Excellence Solution, based on an existing international program, in it s home market Germany. The resulting comprehensive and flexible sales coaching program perfectly meets local dealer and customer needs, and has since been rolled out in major markets worldwide. MSXI SALES EXCELLENCE SOLUTION MODULES ADDRESS THE COMPLETE RETAIL SALES AND AFTER SALES PROCESS, OFFERING DEALERS FOCUSED SUPPORT AND TOOLS TO BUILD CUSTOMER LOYALTY AND INCREASE SALES REVENUE AND BUSINESS GROWTH. Automotive customers essentially want the same things they always have: the right car, in the right place, at the right time, for the right price. Yet, the adoption of new technologies such as smart phones and social networks, have dramatically changed customer expectations, and in turn, the salesperson s role. Today s salespeople do more than just price negotiating. They also are problem-solvers, project managers and consultants who help customers navigate and personalize the many options offered in today s technologically advanced vehicles. After sales has also taken on a more significant role in the sales value chain and requires special diligence and targeted strategies in order to help differentiate dealerships in this highly lucrative, but competitive market. Although most OEMs already have sales and after sales strategies in place, they often lack a comprehensive, centrally managed program specifically tailored to their brand as well as all local market needs. In 2011, a premium global manufacturer engaged MSXI to optimize, implement and manage an existing international sales excellence program in Germany. The OEM was looking to overcome three key challenges: 1. A critical number of dealers who were repeatedly not meeting their sales goals. 2. A lack of a unified sales development approach capable of providing individualized coaching support to dealers. 3. Existing programs were not synergized and did not target the entire sales value chain. On the background of its extensive experience in both the German and international markets, MSXI worked closely with the OEM to individualize and optimize the existing program content to suit the local market. Since then, MSXI has also played a key role in rolling the program out in other global markets. In its role as exclusive coach for sales and after sales, MSXI was ideally positioned to individualize content during the set-up phase based on their practical industry experience. They have also further optimized the various modules during all implementation stages over the course of two years. The resulting sales excellence program is unique in that it was jointly developed with the different OEM departments in order to effectively target the complete sales and after sales processes and requirements throughout the organization. It also features an agile and modular structure, which is fully flexible and therefore able to react quickly to internal and external changes. What s more, the content is centrally managed by a dedicated MSXI team, which makes it possible to create synergies between coaching modules. Finally, all coaches involved in the program are jointly trained, resulting in an OEM-specific certification.

3 3 PROCESS ALIGNMENT IS AT THE CORE OF HIGH SALES PERFORMANCE. As customer spending becomes tighter, process alignment across all departments and organizational levels have become critical for offering a more consistent customer service as well as saving costs. MSXI developed a customer contact tool as part of their sales excellence solution which tracks the sales process per customer and per salesperson, thereby increasing efficiency and strengthening sales performance. In addition it ensures that new sales staff can get on board quickly without losing the valuable momentum established by their predecessor. MSXI also created an intuitive lead conversion and campaign tracking tool with an easy-to-use, branded interface in order to close any further gaps in the client s business processes and data analysis systems. It can also be used to measure the success of promotion campaigns. Tools such as these can only be developed from a deep understanding of internal business processes, external market factors and interdepartmental issues. CASHING IN ON AN INNOVATIVE SALES EXCELLENCE STRATEGY. After working together with participating dealerships to complete a detailed and individualized needs assessment, MSXI offered each dealer, including own retail, the support and tools they need in order to ensure they reached their long-term sales goals and those set by the OEM. This resulted in measurable collective benefits, including: Increased revenues: By optimizing sales processes, MSXI opened up new retail opportunities, which resulted in significant sales revenue throughout the life cycle of a vehicle. Higher ROI: Relying on one provider for all sales coaching initiatives is more cost and time-effective than coordinating multiple coaching vendors. Centralized steering also means a single point of contact for the OEM. Improved loyalty: By ensuring a consistent sales and after sales customer experience with improved customer care, dealers increased dealership visits, conversion rates and customer satisfaction and loyalty. Shared knowledge: Regional managers were trained in all aspects of the program, allowing them to further foster sales excellence among non-participating dealerships. More effective sales strategies: By structuring sales excellence strategies according to clearly defined KPIs and the systematic marketing of all sales channels, MSXI helped dealers provide customers with sustainable and more personalized offers, services and interactions. Uniform reporting: Consolidating of all reporting functions using one program tool resulted in uniform reporting as well as functioning as a long term information resource for coaches and OEM management. The sales excellence solution developed by MSXI in 2011 targeted both new and used cars sales. In the meantime, the dedicated small fleet solution, managed by MSXI since 2009, has also been integrated into the overall solution. A project management office staffed by a dedicated MSXI team coordinates all existing and new parts of the sales excellence solution.

4 4 MSX INTERNATIONAL SALES STRATEGIES THAT PAY HIGH DIVIDENDS. RESHAPING FUTURE CONNECTED RETAIL STRATEGIES BASED ON CLEAR OBJECTIVES Several numbers underline MSXI s competence in strategically developing a comprehensive sales excellence solution that is implementable and successful as well as being cost efficient and tailored to OEM, NSC and dealer needs: 28 dealer groups and own retail have successfully integrated the solution, resulting in more than 700 individualized coaching days over a one-year period. Participating dealerships can choose from 22 new car and 18 used car coaching modules. In contrast to the depreciation of 10 percentage points experienced by the peer group during the roll-out period, the group of participants enrolled in the program experienced an increase of 20 percentage points. The retail target achievement increased by nearly 11%, clearly exceeding the agreed upon KPI. The MSXI Sales Excellence Solution has now been in place for over two years with continued success. Although MSXI was initially contracted to implement an existing coaching program on a national level, it has since been integrated into the decision making process together with the OEM. This not only involves the planning of future content within Germany, but also involves the development of specialized tools for managing customer and sales data, thereby offering new steering and growth opportunities for the OEM. MSXI s broad sales excellence experience is also being leveraged in rolling out the program worldwide. % Peer Group -10% 20% Group of Participants MSXI Effect

5 5 THE SOLUTIONS EXPERT FOR THE AUTOMOTIVE INDUSTRY. MSXI provides a broad range of solutions for all aspects of the automotive retail industry. Individual solutions can be adapted and / or combined to create the best possible answer to your business challenges. Objective: Dealer Solutions Improve Dealership Profitability Technical Solutions Provide Technical Expertise Warranty Solutions Reduce Warranty Costs Managed Service Provider Optimize utilization of contract labor Technical Staffing & Recruitment Process Outsourcing On demand talent delivery Technical Platform: MSXI Dealer MSXI Connect MSXI Wire b2b buyer 04 / 2014 Service Programs: Aligned Customer Framework (ACF) Customer Satisfaction Dealer Training Lead Management Retail Compliance Sales Excellence Service Excellence Technical Publications Technical Training Technical Helpdesks Technical Pre-approval Technical Field Forces Warranty Audit Warranty Assessment Warranty Process Improvement Warranty Pre-Approval Warranty Analysis Warranty Training Supply Management Program Management Comprehensive Reporting Timesheets & Invoicing Risk Mitigation Diversity Development Contract Labor Permanent Placement Recruitment Employee Retention Strategies Sourcing Technology On-boarding/ Off-boarding MSX International is a dedicated supplier of services to the automotive industry. With more than 70 years of experience and over 5,000 industry experts in 52 countries, we have a thorough understanding of local, national and international markets. We use our experience and expertise to provide business solutions that make your business more efficient. From consulting to outsourcing, regardless of whether you are an automotive / truck / motorcycle OEM, dealer, supplier or aftermarket service organization if it s automotive, we can help you make it better. fueled by challenge. powering success. sm CONTACT: CORPMARKETING@MSXI.COM