Agent Evolution Conference

London 2nd October 2017

Irina Patterson

2

Europcar 2020https://www.youtube.com/watch?v=YbYMxF6-DnY

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BECOME A GLOBAL MOBILITY

SOLUTIONS LEADER[ ]

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BIGGER STRONGER FASTER

DEFEND AND EXPAND - #1 POSITION IN EUROPE

Increase customer centricity to improve value proposition

Reinforce market coverage with Low Cost and Vans & Trucks

Pursue Operational Excellence

Further develop our footprint

THROUGH ORGANIC INITIATIVES, PARTNERSHIPS, MINORITY INVESTMENTS, M&A ….

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EUROPCAR GROUP ORGANIZATION[ ]

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END CUSTOMER

NETWORK

LOW

COST

To become

#1 in Europe

INTL’ COVERAGE

To expand

globally

Europcar

services

NEW

MOBILITY

To address

new usages

VANS &

TRUCKS

To become

#1 in Europe

CARS

To reinforce

our #1

position in

Europe

GROUP FUNCTIONS

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Reinforce our #1 position in Europe and deploy strongly worldwide

Customer journey as the core of our development

Grow top line while maintaining RPD

Improve profitability

CARS

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IMPROVE WHAT WE HAVE

GROW THE MARKET

PILOT WITH NEW BUSINESS MODELS

1

2

3

Vans & Trucks

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Rapidly grow

volume

Fundamentally

reduce costs

Grow customer

base

Acquisitions

Low-Cost

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• Trends/Market

• Ideas

• Customer surveys

• Pain points

• Market research

• Benefits

• Paper Prototypes

• Proof of concept

• Real situation test

• Business model check

• Go-to-market definition

• Scaling

• Activation

Launch

Concept

Prototype

Pilot

Launch

Go/No-go

Go/No-go

Go/No-go

New Mobility

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4 MAIN BUSINESS MODELS TO FOCUS ON

VEHICLE SHARING

CAR POOLING

Market Buy

RIDE SHARING

MOBILITY PLATFORM

Build

Ground

Transportation

Platform

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Corporate countries

Partnerships

International franchise

General Sales Agents

Chil

e

Paraguay

Urugua

y

Argentina

Brazi

l

Boliv i

a

Peru

Ecuador

United States

Mexic

o

Canada

Greenland

Colombi

a

Beliz

eGuatemala Hondura

sNicaragu

aEl Salv ador

Costa

RicaPanama

Bahama

s

Jamaic

a

Cub

a

Dominican

Republic

Haiti

Guy ana

VenezuelaSuriname

French Guiana

Trinidad And Tobago

Lesotho

South Af rica

Swazilan

d

Angola

Botswan

a

Zimbabw

e

Zambia

Malaw

i

Mozambiqu

e

Namibi

aMadagasca

r

Tanzania,

United

Republic ofBurundi

Rwand

a

Congo,

The

Democratic

Republic of the

Djibouti

Ethiopia

Uganda

Somali

aKeny

a

Eritrea

CongoGabon

Equatorial Guinea

CameroonGhana

Nigeria

Togo

Benin

Mal

i

Central Af rican

Republic

Nige

r Cha

d

Burkina Faso

Cote D'Iv oireLiberia

Guinea

Sierra Leone

Guinea-

Bissau

Gambia

SenegalCape Verde

Western

Sahara

Mauritania

Egy p

t

Liby an Arab Jamahiriy aAlgeria

Sudan

Morocc

o

Gibraltar

Portugal

SpainAndorra

France

Ireland

United Kingdom

Luxembourg

Belgiu

m

Netherlands

German

y

Denmar

k

Poland

Czech

Republi

c

Lithuania

Latv ia

Estonia

AustriaSwitzerlan

d

Liechtenstein

Italy

Slov aki

aHungar

yRomani

a

Ukrain

eMoldov a,

Republic of

Bulgaria

Slov eni

a

Croatia

Bosnia and

Herzegov in

a

Tunisi

a

Greece

Cy pru

s

Turke

y

SerbiaGeorgia

Belaru

s

Finland

Swede

n

Norwa

y

Saudi Arabia

United Arab Emirates

Qatar

BahrainKuwai

t

Iran

Pakista

n

Af ghanistan

Tajikista

n

India

Ky rgy zsta

n

Uzbekista

n

Turkmenista

n

Kazakhsta

n

Sri Lanka

Yeme

n

Oma

n

Nepa

l

Chin

a

Bhutan

Bangladesh

Mongolia

Democratic People's

Republic of Korea

Republic of

Korea

Taiwan, Prov ince of China

Philippine

s

Lao

s

My anma

r

Cambodi

a

Thailand

Viet

Nam

Singapore

Japan

Malay si

a

Indonesia

Brunei

Darussalam

Papua

New Guinea

Australia

Timor-Leste

New Zealand

Russian Federation

Heard Island and Mcdonald Islands

French Southern Territories

Iceland

ArmeniaAzerbaijan

AlbaniaMacedonia

Montenegro Sy ria

n

IraqJordan

LebanonPalestinian

Israel

Solomon Islands

New Caledonia

Vanuatu

Fiji

Falk Islands (Malv inas)

Abu DhabiDubai Hong Kong

Intl’ Coverage

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The Market

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Technology is moving fast

★ 50% of millennials only use social

media to interact with a brand

★ 2bn daily users on messaging Apps.

500 million Chinese use Messaging

Apps for payments

★ In 2020, 50% of searches online will be

voice search.

★ Tesla drivers cumulate more than 100

million kms driven with autopilot mode

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Mobility players are moving fast

• 100% digital customer journey, paperless,

no waiting time, no selling at the counter

• 100% mobile experience : geolocalized,

contextualized & personalized

• I get exactly what I booked : no surprises,

no extras, fully transparent.

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Competition intensifies: OEM, lease and tech companies

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Will you still own a car in 10 years?

Source: Uber research in ten large cities

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Legacy

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Paperwork, signatures...

Why all the

paperwork ?

Customer ID checks

I already paid online, why

should I have to give my

credit card again during

the check in again

Long queues

It always the same: the

plane lands and half of

the passengers find

themselves at the same

car rental desk

Lack of price

transparency

I don’t

understand the

insurance

excess

Limitations

I cannot check-in

online nor extend

my rental

Car usage &

service

How do I start the car?

I don’t know how

to install the baby

seat

I want to know which

car I will get

I have already

paid for

insurance

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Moving Forward

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Fully digitalised customer journey for B2B and B2C customers,

making renting easier, simpler and faster

Leverage digital & technology to deliver a great Customer

Experience

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Airforce One Customer 1st Car Connectivity

Key Airport location

program to reduce

queues & Incubator

for new CX initiatives

Customer-centric logic

and CRM capability

for end-to-end brand

experience

Data synchronisation

(distance, fuel etc) &

key enabler for new

CX

Online Check-in Keyless Access Connected Cars Mobile Car Return E-invoicing

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AND WHAT IS UNCERTAIN?

No ownershipFull

ownership

Ownership of the final customer / driver (digital players dominating mobility services / OEM’s needing fleet management / our ability to connect)

Move only

locally in

ecosystem

Move

Globally

Distance and frequency of traveling (Crime / border controls / fear / terrorism / Virtual reality

/ schengen exit / brexit / local vs global)

Government is

driving changes

aggressively

No influence,

all left to the

market

Government and regulation influence on ‘fleet’ in cities

(congestion / traffic jams / parking scarcity / smart cities / competition between cities / push autonomous

cars / data privacy / need to influence)

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https://www.youtube.com/watch?v=YbYMxF6-DnY