Auto Retail Aftersales & Parts Conference 2019
Aftersales and Parts Conference:
New Thinking and Best Practice for your Aftersales and Parts operations
Wednesday 15th May 2019. Jaguar Experience, Castle Bromwich. 09.00 – 16.00
This one-day conference will explore the latest thinking, threats, opportunities and the necessary ‘re-engineering in the franchise retailer’s aftersales processes, to deliver the required profitability to meet – maintain and grow profitability – now, and in the years ahead.
It will also delve into the ‘hidden world’ of the parts operation, what does ‘excellent’ look like? Who are the best operators? Has the game been won by the independent factors? What opportunities remain for franchised retailers, and how do you successfully understand and manage your parts operation?
We will explore new practice, dispel myths and old thinking, to challenge what you are doing, and inspire you to new thinking across your aftersales and parts operations.
The impressive line-up of speakers and panelists includes the industry’s leading experts in technology, best practice, and customer recruitment and retention. They include:
Michael Hunt, Aftersales Director, Marshall Motor Group; Carlos Ovilo, Customer Services Director, Ford GB and Mike Jones, Chairman, ASE.
In one inspirational day we will help you to rethink every aspect of your aftersales and parts operations for increased profitability, now, and in the years ahead.
Conference Key Topics
- The future outlook for aftersales and parts
- How to grow profitability
- Winning & retaining customers
- Opportunities and threats in the parts market
- Managing and motivating your teams
- Understanding the latest technology and marketing tools
Do not miss this opportunity to revolutionise your aftersales and parts operations – to increase your profits.
09.00: Welcome. Auto Retail Network
09.05: Conference Address
Speaker: Chris Wall, Sales Manager, TOTAL UK
09.15: Conference overview: My Vision for aftersales and parts: today, tomorrow and the future
Speaker: Carlos Ovilo, Customer Services Director, Ford GB
09.30: What does the next 3 years hold for the automotive aftermarket?
New car registrations have decreased two years in a row – with a return to the record levels seen in 2016 not guaranteed anytime soon – and rapid advancements in automotive technology which have presented new challenges to repairers. Are franchised dealers and the independent aftermarket geared to face these changes in the market? What are the opportunities, and the threats, brought on by these market changes for vehicle manufacturers and franchised retailers?
Speaker: Quentin Le Hetet, director, GiPA
09.55: Risks and Opportunities in aftersales – what the cold hard facts say
In times of increasing uncertainty over the future distribution and ownership model for new cars profitability from aftersales becomes even more important. And yet, even this profit stream is going to come under pressure through the demise of the ICE. Mike will share current levels of performance, key performance indicators and key performance drivers to highlight risks and opportunities based on current retailer data rather than conjecture and pontification.
Speaker: Speaker: Mike Jones, chairman, ASE
10.20: The opportunities to increase Aftersales profitability
Falling vehicle sales and potential for reduced parts content over the coming years will continue to depress levels of absorption. Compensating by increasing labour charges and parts prices is not sustainable and will continue to drive attrition of the retailer’s customer base. The need for the retailer to secure every opportunity to grow aftersales revenue is greater now than ever before. Often this comes down to doing the basics consistently well, however there are always opportunities to introduce new initiatives and develop existing practices. David will explore these opportunities within Service, Vehicle Sales, Accessories and Used Cars. He will draw upon examples of programmes delivered around the world and share both the challenges and results of developing a retailer offer to grow aftersales revenues.
Speaker: David Gorvett, UK Commercial Director, MSXi
10.45: Panel Q&A
11.05: Refreshment break
11.30: Start with the end in mind. The Digital Transformation
Retailers are bombarded with new, better, faster, technology – all claiming to drive improved results. Their manufacturer partners are trying to take some control, or at least visibility of dealer to customer communications. Has this led to customers being over communicated with offer after offer?
Digital transformation does not always equal new behavior or processes for better results, however, it CAN create a real single view of customer, their behavior and propensity to do business.
Speaker: David Hawkins, Director, Loyalty Logistix.
11.55: Tyres – The first point of customer defection
Are you inadvertently driving captive customers to Fast Fit retailers by not effectively communicating or offering your services? If your customers are not aware you sell tyres, then you most certainly are. This is the first point at which your customer defects to an alternative repairer. Tyres are the primary retention tool to fight back by utilising integrated After Sales solutions and developing an on line presence, as consumers move ever towards digital applications.
Speaker: Dave Lea, Dealership Sales Director, Stapleton’s Tyre Services Ltd
12.20: Round table morning discussion session
Speaker: Michael Hunt, Aftersales Director, Marshall Motor Group and Carlos Ovilo, Customer Services Director Ford GB
13.45: People – your most important asset
We are living through a revolution in automotive retailing with new technologies and ever rising customer expectations. Your people are in the front-line of this change – are they the best people for the job? How well are they supported and motivated? How do you continue to succeed through developing your people? RTS Group bring a wide experience in developing performing retailer teams and share case studies of how to achieve lasting change and performance improvement.
Speaker: Malcolm Miller, Group Managing Director, RTS Group
14.10: Dealership Parts Departments – Are they supporting customer satisfaction?
With the improvements in manufacturer parts logistics and policies to support the first time fix of the customers car, have retailers’ parts operations fully embraced the opportunities to support this key element of customer satisfaction whilst at the same time banishing obsolescence to history?
Speaker: Ken Cumming, ASE
14.35: Should franchised dealers get involved in selling to trade customers?
Peter will identify the true viability of dealers looking to sell to trade customers. What are the considerations? When does it start to make sense? What are the scenarios where it becomes a viable option? When should vehicle manufacturer “incentives” be resisted?
Speaker: Peter Woodward, director, Aftermarket Solutions
15.00: Managing your Parts Manager
David will set out the key high level and realistic targets needed for a successful Parts operation in a franchised dealership – what rather than how. He will explain how to support the Parts Manager and address the “fear factor” that many Dealer Principals experience when getting involved in what might seem to be a complex (and perhaps unexciting) area.
Speaker: David Lansdowne director, Lansdowne Associates
15.20: New strategies for online parts success
Joe will explore options for dealers and manufacturers in how to participate in the acceleration of online parts sales. Using data and case studies from eBay and Glovebox, and insights from customer surveys, the session will focus on how and why to best sell online, and how to integrate it into a multi-channel digital strategy.
Speaker:Joe Tarragano CEO, Glovebox Direct
15.40: Panel Q&A
16.00: Conference summary and close.
Carlos Ovilo, Customer Service Director, Ford of Britain: Carlos joined Ford Motor Company 30 years ago after finalizing his Engineering Masters degree in Madrid. He has also complemented his education with a MBA (Anglia Polytechnic University) and the IESE Business School.
During his career at Ford he has performed different jobs within Marketing, Sales and Service in different locations including Madrid, Valencia, Cologne, Detroit and London. Most relevant positions are General Sales Director for Ford of Spain, Ford Europe Advanced Product Marketing Manager and different positions in Aftersales including Director for EU markets (excluding UK and Germany) and European Aftersales Marketing Director. Carlos now leads the Aftersales Business in the UK market.
Michael Hunt, Aftersales Director, Marshall Motor Group: Michael joined the Marshall Motor Group in 2014 and has overall responsibility for the Aftersales, Parts and Bodyshop operations. He is a true aftersales professional who is completely focused on developing and delivering customer retention and operational efficiency strategies for the group. He has many years of aftersales experience in the industry, and prior positions have included leading the aftersales operations for Evans Halshaw and Dixon Motor Group.
Joe Tarragano CEO, Glovebox Direct: In his 6 years at eBay, Joe created the division at eBay that brought BMW, Ford, Euro Car Parts, Mister Auto and others onto the marketplace. Subsequently he led digital transformation projects at retailers such as Argos, Halfords and Homebase. Thereafter he was Group MD for We Are Pentagon group, which manages over £100m in annual sales for retailers and manufacturers (including Toyota, the Parts Alliance, Suzuki). In 2017 he founded Glovebox Direct, a specialist OEM only vehicle parts and accessories marketplace.
Mike has over 15 years’ experience in the Automotive Industry, having worked for ASE and its sister company, Trevor Jones Chartered Accountants. Gaining his accountancy experience at PWC both in the UK and in Canada, Mike joined ASE in 2001 and specifically focuses on dealer profitability, transactional management, mergers and acquisitions and providing commentary on key industry issues, as well as being a member of the president’s committee of the Automotive Fellowship International.
Quentin Le Hetet, General Manager of GiPA UK: Quentin joined GiPA Group in 2013 after having spent two years with KPMG Consulting working within the management consulting and strategy practice.
Quentin successfully dedicated his first years within GiPA Group in developing operations and commercial activities in Algeria, Morocco, South Africa, Turkey and Ukraine. He was appointed General Manager of GiPA UK in 2017. Quentin, who has a management accounting masters degree, is passionate about giving sense to data and following automotive industry transformation.
David Gorvett, Managing Director International, Impetus Automotive: Entering the industry as an engineer, David quickly moved to Sales and Marketing and over a 21-year period has held a variety of UK and Global positions for Rover Group, BMW and Volvo Cars. Leaving the world of vehicle manufacturers in 2005, David joined a small consultancy called Impetus Automotive with the brief to grow the business. After leading an MBO in 2012, the business grew significantly to employ over 400 consultants in the UK and Asia and was acquired in 2018 by MSX International. David continues as a Director of MSXi with both a Global and UK brief to continue the growth of the broader business.
David Hawkins, Director, Loyalty Logistix: David is the founder of Loyalty Logistix which, for the past 15 years, has been delivering customer experience, retention and renewal solutions to a global set of clients.
His experience comes from 30 years in the automotive industry. This history and global view give him a unique insight and experience into our industry.
Malcolm Miller, FIMI, Group Managing Director RTS Group: Malcolm has led RTS Group for the last 6 years through a period of growth and change – working with manufacturers and their retailer partners to develop and support their front-line teams. Before this he founded the Mazda Academy and has worked with many automotive brands globally. Malcolm has worked at the ‘sharp end’ of retailers developing sales and aftersales people and their management teams for many years and has a passion for developing teams as digital opportunities are changing our landscape.
David Lansdowne, Director, Lansdowne Associates Limited: David spent more than 20 years with Rover Group. During that time, he held a number of senior management roles in the United Kingdom, Canada and mainland Europe. From 1985 until 1991, as Parts Director for Rover Cars, he directed the largest subcontracted parts operation in the world. He was Sales and Marketing Director of Land Rover Parts and a non-executive Director of British Motor Heritage.
David’s emphasis is on Parts but within the context of understanding the whole aftersales process and how service generates parts profits. His interests are: sales and profit development, strategic planning, the effective use of working capital (especially stock), benchmarking and staff development.
He is also Executive Director of Automotive Fellowship International, a highly respected international forum.
Peter Woodward, Director, Aftermarket Solutions Limited: Peter spent 19 years working with Unipart and Rover Group. Since becoming an independent consultant to the industry, Peter has changed the strategic direction of businesses; managed major projects; developed dealer profitability at dealer and group level and been heavily involved in planning projects for vehicle manufacturers.
Peter’s emphasis in on aftersales but with a full understanding of all aspects of the industry. His interest is in contributing to the parts industry recognising and then adapting to the challenges of the future.
Al Clarke, Conference Chairman, Auto Retail Network
Al has held senior executive roles with Ferrari, Maserati and the SMMT. Al started his career as a journalist and presenter with a decade working for the BBC and in commercial radio. He has an interest in the application of digital technology and connected car services in the automotive industry and regularly speaks at, and chairs events on, these issues.
Dave Lea, Dealership Sales, Director, Stapleton’s Tyre Services: Dave Lea has worked with all sectors of the tyre industry from manufacturing, fast fit, retail and wholesale distribution. Responsible for developing the franchise dealer tyre framework in the early 90’s with Ford Rapid Fit – one of the early innovators – and expanding similar concepts to other leading VM Programmes. His customer client base consists of 26 vehicle manufacturer partnerships and circa 3,300 franchise dealers. Dave and his team have been instrumental in assisting over 100 franchised dealer group tyre programmes in terms of customer retention, revenue growth and always exceeding the results of their previous supply partners.