Fleet Management Contact us Johannesburg: 12 Corobrik Road, Meadowdale Johannesburg, South Africa 0861 EQSTRA (377872) www.efm.co.za Cape Town: 25B Junction Street, Tygerberg Business Park, Parow Industria, Cape Town, South Africa PO Box 43360, Salt River, 7924, Cape Town, South Africa Offi ce +27 (0) 21 959 8800 Offi ce Fax +27 (0) 21 959 8920 Durban: Suite 9, The Ridge, Derby Downs Offi ce Park, 1 Derby Place, Westville, 3630 Driving down your fleet costs through our Quest for Excellence PO Box 65, Umgeni Park, 4098, Durban, South Africa Offi ce +27 (0) 31 267 6500 Offi ce Fax +27 (0) 31 267 6510 Port Elizabeth: 134 Paterson Road, North End, Port Elizabeth Offi ce +27 (0) 41 484 7722
About Eqstra Fleet Management History Eqstra Fleet Management (EFM), originally Imperial Fleet Services, has been operating within the South African market for over 27 years. From humble beginnings as a part of the Hertz group, to a joint venture between Imperial and Nedbank and fi nally as an integral part of the newly listed Eqstra, EFM has been a key player in the Southern African fl eet market. With an owned and managed fl eet in excess of 35,000 vehicles and an asset base of over R1.8 billion, EFM delivers a wide range of solutions to a diverse customer base. Operating vehicle leasing was the original focus for the business but EFM, over time, has expanded and grown a total range of fl eet solutions, around this core offering, to support a wide variety of unique fl eet requirements, in line with our customer expectations. Vision and Mission The Vision and Mission for EFM is relatively simple: To be the leading fl eet management provider in Southern Africa proving a full range of fl eet and related solutions all made possible through our Quest for Excellence and continuous investment in both our systems and our staff. A further key element of our vision is to exceed ALL our stakeholders expectations including: our staff, our customers, our suppliers and our shareholders. In order to achieve this fi ne balance EFM drives a process of continuous improvement supported by an ongoing search to add additional value to our customers and deliver quantifi able benefi ts. 1 About Eqstra Fleet Management 1 a History 1 b Vision and Mission 1 c Our philosophy 2 d Why choose us? 3 2 Sustainability 4 a BEE 5 b Carbon footprint 5 c CSI 5 d ISO 5 3 Word from our MD 6 QUEST FOR EXCELLENCE 4 Fleet Solutions 8 a Operating leases (OPL) 9 b Full maintenance leases (FML) 9 c Maintenance plans 10 d Managed maintenance (MM) 10 e License administration 10 f E-Tolling 11 g Fines administration 11 h Fuel Management 11 5 Risk Solutions 12 a Accident Management 13 b Insurance 13 c Driver Training 14 d Driver Management 14 e MyAuto 14 6 Tracking Solutions 16 a GPS Tracking Solutions 16 b GPS recover 17 7 Allowance Solutions 18 8 Retail Solutions 19 a HyperCar 19 b HyperFinance 19 c SafeDrive 19 9 Support Solutions 20 a Financial services 20 b New business sales 20 c Marketing 21 d Human Capital 21 QUEST FOR EXCELLENCE 1
Why choose us? Choosing a fl eet management partner is a serious decision for any business, with fl eet and related costs normally being the second highest expense for a business after staff cost. By selecting EFM as a partner our customers realise a number of direct and indirect benefi ts: Over 27 years of fl eet management experience Access to the EFM online portal, the leading fl eet portal in SA Access to the ONLY SA driver management program to reduce fl eet operating costs A FULL range of fl eet management services and solutions Service delivery from the most advanced IT solutions in the fl eet industry A partnership approach to fl eet solutions A culture of adding more value to our customers Customisable solutions for unique requirements At EFM we would love to say nothing goes wrong but it would seem that life does not work that way. What we can guarantee our customers though is that when things do go wrong we WILL be responsive and offer a sense of urgency to minimise the potential impact. Our philosophy EFM offers a range of solutions to potential customers, based on measurable benefi ts and the delivery of a signifi cant return on investment for anyone deciding to work with us. With a genuine focus on fi nding a win-win solution EFM looks to make a reasonable return, whilst at the same time delivering cost saving benefi ts to the customer, through investment in technology and an eye to reducing duplication of effort within the value chain. Our byline Quest for Excellence highlights our drive to add further value to our customers, whilst at the same time reducing cost. The achievement of these objectives is supported by our total focus on leveraging technology and the EFM supply chain, as effectively as possible, with automation, integration and visibility of processes being central to our methodology. EFM has recognised an obvious but often overlooked fact, that is, that the real driver of cost within any fl eet is the driver of the vehicle. How the vehicle is operated will impact all cost elements, apart from that of initial procurement and fi nance costs. With this in mind EFM has developed and is executing an extensive driver management program, designed to change driver behaviour and in so doing, reduce signifi cant related costs such as: fuel, maintenance and accident repair. 2 QUEST FOR EXCELLENCE
Sustainability EFM remains ever mindful of the direct impact our business has on the environment and the effect of this on the sustainability of our fl eet solution model. Our sustainability committee is tasked to design and drive sustainability within the business, covering a wide range of different elements. BEE EFM is extremely proud of our level 3 BEE status and remains committed to achieving a level 2 rating within the next two reviews. We view BEE as a business imperative and as a key element of addressing the inequalities of the past. Our objective, to improve our rating, is supported by a well-developed and executed employment equity plan, our focus on effective supply chain management and a group review of our BEE shareholding. Carbon footprint (lift club, food and trees, solar geysers) Eqstra is a member of the Carbon Protocol South Africa and boast a comprehensive carbon footprint report. EFM has undertaken a number of initiatives to reduce our overall impact on the environment: The full offset of our internal fl eet through Food and Trees for Africa and the planting of 12,000 trees in disadvantaged areas The installation of solar geysers in underprivileged areas The current focus on establishing a free car pool service to take cars off the roads and reduce congestion (may be used to offer leased vehicles with an offset already in place) CSI The EFM CSI objective is an Eqstra Group initiative and has been given the name Eqstralution. Through this centralised and coordinated program, Eqstra as a Group is committed to supporting education in South Africa with a focus on technical schooling and their supporting feeder schools. Our intention is to support young disadvantaged learners right through their school evolution and up to their achieving gainful employment in our or similar types of businesses. Technical skills are at an alarmingly low level with demand set to outstrip supply in the near future and Eqstra views our participation in this key area not only as a business imperative but also as a critical element to support the South African economy growth objectives. ISO Our Quest for Excellence is supported by a formal quality program, with EFM being fully ISO accredited and compliant. Our culture as a business, however, demands we go far further than mere compliance and we continuously review and update operational procedure to improve effi ciency and performance whilst delivering cost reduction for the benefi t of both parties. QUEST FOR EXCELLENCE 5
Word from our MD At Eqstra we have a passion for fl eet management and for delivering sustainable and quantifi able value to our wide base of customers. Does this mean we know everything or never make mistakes? Unfortunately not and as with any business we also employ people who, whilst being our greatest asset, can at times be unpredictable or have bad days. That being said, what we can guarantee is that if we do get it wrong, we have a culture to get it sorted there and then, no matter what it takes. So if you choose EFM as your fl eet partner what can you expect? You can expect to work with a business that is prepared to admit it does not know everything, a business that will engage with you to both learn about your unique requirements and that is prepared to make changes to the way we do things to accommodate your requirements, where we can. You can expect to work with a business that invests continually in its staff and technology platform to stay ahead of the everchanging fl eet environment. Last but not least you can expect to be given a solution that delivers a quantifi able return on investment for your business and to be treated as a real person by a group of people who fi rmly believe in working hard BUT also in having an enormous amount of fun at the same time. I hope that you decide to spend some time with us so we may learn from each other and possibly lead you to becoming a member of the ever growing EFM customer family, Murray Price 6 QUEST FOR EXCELLENCE
Fleet Solutions EFM continues to offer a comprehensive fl eet solution package to cater to a wide variety of customer specifi c needs and requirements. With over 27 years of experience in the industry, EFM has been at the leading edge of fl eet product development for a considerable time and we like to view our ability to continuously innovate with, and enhance our wide range of fl eet solutions as one of our key success factors and differentiators. In a market which is ever changing both from an operational and legislative point of view, staying current and being fl exible are key to our overall strategy. Operating leases (OPL) An operating lease is an off balance sheet transaction, in which EFM takes full risk in terms of the residual value of the vehicle at the end of the lease period. Essentially the customer is paying for usage and not ownership and as such ownership of the asset throughout the period remains with EFM. At the offset the customer would elect both the term (period) of the lease and the expected utilisation (kilometres to be travelled). Based on this selection EFM would provide a binding quote for the parameters agreed. Included as standard in the quotation would be the cost of roadside assistance, a monthly administration fee to recover overheads, a fee for the licensing of the vehicle annually, which remains the responsibility of EFM, and a cost for the fi nes administration involved with EFM remaining the owner of the vehicle. In a standard operating lease, maintenance would be excluded and would be for the account of the customer, who would be responsible for routine services and maintenance and tyre replacement. Annually EFM is responsible to provide and be accountable for the re-direction of fi nes and licence disks, in line with AARTO requirements, to the driver of the vehicle. If during the period requirements change the customer can elect at any time to restructure the contract and change the agreed parameters in terms of period or utilisation or both. Should the customer elect to terminate the contract prematurely an early termination penalty may apply due to the fact that EFM could be exposed to the residual value of the vehicle versus the depreciation. If however the customer returns the vehicle in line with the contract EFM carries the difference between residual and actual resale value. It should be noted that EFM would expect the vehicle to be returned in line with the South African Vehicle Rental and Leasing Association (SAVRALA) fair wear and tear guide. Full maintenance leases (FML) A full maintenance lease is identical to the operating lease but with the risk on the maintenance portion being included and providing the customer with further protection from unexpected costs. The maintenance portion can also be selected to include or exclude tyres at the customer s election and in line with their risk appetite. On an FML all maintenance costs are for the account of EFM, except in the case of obvious driver abuse of the vehicle in question i.e. not stopping the vehicle when the warning light is illuminated. QUEST FOR EXCELLENCE 9
E-Tolling EFM appreciates this new development for all Gauteng road users and the subsequent fl eet administration additions associated with it and as such we will assist and advise our customers as best we can. We will undertake the registration and administration for our clients' e-tolling on their fl eet vehicles and provide accurate reporting on monthly transactions. Fines administration Maintenance plans Customers may also elect to own the vehicle but transfer the maintenance risk onto EFM to manage. In this instance the maintenance plan would be standalone but would operate exactly the same as the maintenance element on a FML. Managed maintenance (MM) Alternatively some customers elect to retain the maintenance risk but would then choose to employ the services of the EFM dedicated maintenance department to ensure costs are effectively controlled during the period. With AARTO becoming a reality, effective fi nes management is a growing requirement for a wide range of customers. Obviously should a customer elect to take the vehicle on a lease, fi nes management is included as standard with EFM being the owner of the vehicle. If the customer however elects to retain ownership, EFM can provide fi nes management as a standalone service to reduce time and effort. The proxy address for the customer would be changed to EFM s and all fi nes would come directly to our offi ces for processing. EFM has invested in Optical Character Recognition (OCR) software, which enables us to capture traffi c violation fee details automatically and carry out the entire fi nes redirection process based on customer specifi c rules. EFM would charge a small monthly fee per vehicle for this service and a cost per fi ne redirected. Existing customers of this service experience real and quantifi able savings through leveraging the EFM investment in technology to provide this unique solution. MM offers a customer the same level of cost control protection EFM employs to manage our signifi cant maintenance risk in return for a small monthly administration fee per vehicle. EFM preauthorises ALL cost of repairs and provides the customer with a monthly summary invoice, supported by our online and comprehensive business intelligence (BI) reporting tool. License administration As an enhancement to our traditional offering EFM can provide customers, who elect to retain ownership of the vehicle, with a comprehensive and automated license administration service for their company vehicles. Fuel Management The provision of fuel for your company vehicles is a necessary cost factor in your monthly fl eet expenses, over and above the cost; fuel is a diffi cult commodity to manage. Our fuel product addresses accessibility and exceptions. EFM facilitates the fuel transactions correlating the costs into your monthly invoice, exception reports and monthly fuel reports. EFM is able to provide customers with access to fuel and fuel management on an actual cost incurred basis. Your employee will be issued with an Eqstra Fuel Card, an established fuel card system that allows for the payment and capture of fuel, oil and toll related purchases. Customers will have access to our Fleet Management BI tool. This tool should be used for the management of exceptions and you will have the functionality to set up automated, specifi c reports. EFM will create the fuel invoices for the actual monthly fuel costs incurred. The benefi t, to both you and EFM, in utilizing our fuel management product, is accurate updated odometer readings. This information is used to update the EFM system and as a result we are able to generate accurate monthly variance reports, services due reports and other such reports. EFM handles the full annual licensing function on behalf of the customer, who for a small administration fee and the actual cost of the license, has the peace of mind that the EFM system will fl ag, order and deliver the new disk through a seamless and largely automated process. With over 35,000 vehicles under management EFM have both the access to and the relationship with license authorities across South Africa to deliver a solution that will signifi cantly reduce administration time and cost for the customer. 10 QUEST FOR EXCELLENCE
Risk Solutions Fleet management and risk management are in many ways synonymous. As such EFM has pioneered and developed a wide range of risk solutions to both manage and mitigate the risks our customers face through their fl eet operations. Accident Management Accident Management is a global fl eet offering and was introduced to the SA market by Eqstra in 1996. Over the past fourteen years EFM has invested a signifi cant amount of time and effort in order to develop a turnkey solution designed to: Reduce the cost of repairs Ensure top quality repairs to protect residual values Reduce downtime and associated costs Provide real-time and accurate reporting Using a dedicated repair network EFM ensures transparency in the quoting process and best possible repair costs. Having started out with the best possible quote Eqstra then leverages our assessing network and internal technical skills to negotiate best price whilst ensuring top quality repairs. The entire Eqstra accident management system is fully automated and status and event driven, ensuring no delays in repairs and minimising associated costs. In addition the system is totally web-enabled allowing customers online access to all sophisticated BI reporting with drill down functionality, right down to electronic back up documentation. Insurance Eqstra uses our dedicated accident management front-end to provide a wide range of insurance solutions to various markets within our diverse customer base. From comprehensive motor insurance, through to aggregate fund management Eqstra Risk Solutions is able to customise a solution to fi t your unique needs and provide a fl eet management approach to risk not found elsewhere in the market. Through our unique approach, high-level of customer support and our extensive fl eet experience Eqstra Risk Solutions provides our customers with a risk management solution that is totally customised and supported by our full suite of risk mitigation tools designed to reduce both the frequency and severity of accident claims. QUEST FOR EXCELLENCE 13
Driver Training Eqstra Risk Solutions has partnered with a global leader in the provision of online driver training, designed specifi cally to change driver behaviour, the main determinant of accident claims and related costs. The assumption is that most people are capable of driving but poor driver behaviour is the real cause of accidents. Drivers, through the sophisticated software, are put through simulated situations and their exact responses and timing are measured to determine their unique training needs. Based on this assessment the software allocates training modules, out of a possible twelve, for the driver to complete to reduce future accident claims. Driver Management In support of both the accident management and insurance offerings Eqstra Risk Solutions has developed a comprehensive driver management program, the only one of its kind in the SA market. All customers need to provide Eqstra with is a list of drivers with e-mail and cell phone numbers, which are then loaded into the driver management system. All drivers are then placed on a driver management program with regular communications designed to increase road safety awareness and assists in a permanent change in driver behaviour over time. Content for the program includes statistics, facts and key safety messages designed to provide insight to the driver around improved road safety and better driving habits. The program has been employed successfully in a number of large customers and has reduced both the frequency and severity of claims. MyAuto In response to a growing need for a small and focused roadside assistance solution Eqstra launched MyAuto in 2008 and take up from a wide range of customers has been overwhelming. Leveraging off the accident management methodology MyAuto has contracted a wide range of suppliers ensuring best possible response times to customers needing vehicle and roadside assistance. Once again our fl eet experience allows MyAuto to deliver a range of solutions in a unique and innovative way, giving a superior customer experience. In support of the core offering MyAuto additionally offers members access to a wide range of added value services, customisable to each of our customers' specifi c budget and requirements. 14 QUEST FOR EXCELLENCE
Tracking Solutions GPS recover The recovery market has been identifi ed as an opportunity for GPS to provide a scaled down solution designed predominantly for vehicle recovery but at the same time providing access to the customer to elements not available in other recovery products such as an electronic logbook. Pricing is in line with other recovery products but with additional benefi ts supporting market trends. Eqstra views telematics as a key element for the future delivery of effective and market leading fl eet solutions. For this reason and after a great deal of research, Eqstra has bought a majority share in GPS Tracking Solutions. GPS is a niche player in the fl eet tracking market with a sophisticated solution designed to drive down fl eet operating costs. GPS Tracking Solutions The GPS offering is truly unique and offers its customers access to a range of features not available through other fl eet tracking products such as: Real time speed capping per speed zone (Patented/15-25% saving on fuel) Biometric driver identifi cation (AARTO compliant) Live fuel gauge and consumption per driver, even on pool vehicles SMS driver alerts to change behaviour Driver scorecard Electronic logbook Route planning Core to the GPS philosophy is the offer of customisation of the standard platform in line with our customers unique requirements. Working with the market in this way ensures the GPS solution remains relevant and delivers solutions not available from other providers standardised offerings. 16 QUEST FOR EXCELLENCE QUEST FOR EXCELLENCE 17
Allowance Solutions Retail Solutions As a leading fl eet solutions provider to the SA market Eqstra has developed a number of retail solutions driven mainly by our requirements to effectively remarket our leasing assets at end of contract. As with all our other fl eet offerings Eqstra can allow customers access to this unique solution for the remarketing of their own assets, increasing returns and leveraging our existing platforms. HyperCar The HyperCar promise to our wide base of customers is a "safe buying experience" for the buyer of the vehicle with a number of unique offerings: 101 point check on all vehicles Fourteen day return policy for all vehicles In-house extended warranties through Eqstra Risk Solutions Dedicated fi nance application support Online search engine P2P offering and fi nancing options Eqstra Allowance Solutions offers allowance users access to a full range of new and used vehicles and motor related products and services through our AllowanceOptimiser portal. The AllowanceOptimiser will be available to staff on the customer intranet or on the internet meaning that the staff member can do the purchasing and arrange services online from the comfort of the offi ce therefore minimizing downtime to the employer. HyperCar offer a number of large corporate customers access to this channel to market through our twelve nationwide branches, providing best possible residual returns. Many customers opt for this type of solution due to the improved returns when compared with other remarketing strategies. The portal will give allowance users access to a total cost of ownership model that takes into account vehicle-related costs from the initial purchase of the vehicle through to the disposal of the vehicle. This allows users to compare vehicles against each other based on actual total cost of ownership. The portal offers the following products and services: Vehicle Procurement - Best prices and availability through our large supplier network Vehicle Financing - We arrange fi nancing through all major banks Insurance - Multiple insurance quotes online Vehicle Tracking Fuel Management Fines Management Managed Maintenance Roadside Assistance HyperFinance HyperFinance offers all Hyper customers access to the widest range of fi nance and value added solutions making Eqstra and customer-owned vehicles even more attractive, and once again ensuring the best possible return on the assets is achieved. SafeDrive SafeDrive as a business unit is focused on: Finally the portal will serve as a personal fl eet manager offering: Transaction history Service scheduling notifi cations Buying and selling tips Specials Loyalty programme with cashback rewards Tax calculator Condition reporting Vehicle collection Vehicle transfers Using the best possible technology, vehicles are inspected with condition reports being made available to both Eqstra and customers in real time through the HyperCar internet portal. In addition SafeDrive leverages the GPS technology to enable customers to track the progress for vehicle transfers on a national basis. 18 QUEST FOR EXCELLENCE QUEST FOR EXCELLENCE 19
Support Solutions Marketing Marketing within EFM is not just a department but also a business philosophy. We see everything we do as forming an integral part of our marketing initiative. We believe that running a great business is not about doing one or two things right but rather doing thousands of little things right, such as: All staff are uniformed Minutes sent after every customer meeting through our CRM Standardised communication program SLA management through our online held desk for customers Penalty methodology for failure to achieve SLAs The leading BI portal for intuitive customer reporting Exception push reporting methodology Voice recorded call centres for quality control Ongoing formal CSI program and feedback mechanism ISO9001 accreditation Level 3 BBEEE score card At EFM we are continuously working on how we are perceived by our customers and how they evaluate our various offerings to allow us to continuously innovate and enhance these in line with our Quest for Excellence. Key to the overall Eqstra value proposition is providing shared services to all business units wherever possible to keep overhead costs to a minimum and so too any on charge to our customers. Financial services Eqstra is arranged around a centralised fi nancial function across all business units and product offerings. Using an integrated back offi ce allows us to minimise effort and offer our customers access to a world class, automated and electronic billing-engine delivering invoices on time and electronically in all cases. Signifi cant investment in technology also allows Eqstra to automate the bulk of our payment processes allowing us to manage a wide range of supply partners cost effectively. New business sales New business sales within the Eqstra Fleet Management Group of companies is centralised allowing us to customise and offer our customers direct access to the full range of solutions seamlessly. Our sales methodology is based on delivering to all customers a quantifi able return on investment for all solutions selected. Human Capital EFM views the RIGHT staff as our greatest resource and differentiator. As such our Human Capital department is tasked with identifying, selecting and growing the best possible human resources in our industry. A further key focus is that of corporate culture and EFM invests in ensuring we are a change fi t business with staff that SEE the opportunities to add more and more value to our customer base. Training remains a key focus area with both management and staff being exposed to a wide range of business and related training initiatives such as: Investment in Excellence Seven Habits Six Thinking Hats Creative thinking skills Lateral thinking Manager as coach training General customer service training EQ training Additionally EFM runs a number of programs to impact on our culture as a business including monthly, quarterly and annual awards programs, staff excellence days, the EFM ideas tree and bright spark award to encourage positive input from all our staff and regular culture and atmosphere surveys. As a key part of the sales process EFM engages with senior members of potential customers and gains permission to carry out a detailed fact fi nding process at no charge. Based on these interactions EFM is then able to design a customised solution to deliver as per each potential customer s unique requirements. The EFM management style is a far as possible, one of coaching and encouraging participation from all levels of our staff in the various business units. Working with staff to allow them to reach their own insights regarding our business improvement programs ensures that all have a chance to grow and realise their full potential within the EFM family. 20 QUEST FOR EXCELLENCE QUEST FOR EXCELLENCE 21