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CASE STUDY – MSXI SALES EXCELLENCE

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SALES EXCELLENCE ACROSS MULTIPLE MARKETS.

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BRINGING YOUR SALES PROCESSES UP TO SPEED.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.

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.

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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.

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MSX INTERNATIONAL – SALES STRATEGIES THAT PAY HIGH DIVIDENDS.

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.

RESHAPING FUTURE CONNECTED RETAIL

STRATEGIES BASED ON CLEAR OBJECTIVES

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.

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Peer Group

Group ofParticipants

20%

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Objective:

Technical Platform:

Service Programs:

Dealer Solutions

Improve Dealership Profitability

MSXI Dealer

Aligned Customer Framework (ACF)

Customer Satisfaction

Dealer Training

Lead Management

Retail Compliance

Sales Excellence

Service Excellence

Technical Solutions

Provide Technical Expertise

MSXI Connect

Technical Publications

Technical Training

Technical Helpdesks

Technical Pre-approval

Technical Field Forces

04 / 2

014

Warranty Solutions

Reduce Warranty Costs

MSXI Wire

Warranty Audit

Warranty Assessment

Warranty Process Improvement

Warranty Pre-Approval

Warranty Analysis

Warranty Training

Managed Service Provider

Optimize utilization of contract labor

b2b buyer

Supply Management

Program Management

Comprehensive Reporting

Timesheets & Invoicing

Risk Mitigation

Diversity Development

Technical Staffing & Recruitment Process Outsourcing

On demand talent delivery

Contract Labor

Permanent Placement

Recruitment

Employee Retention Strategies

Sourcing Technology

On-boarding/ Off-boarding

CONTACT: CORPMARKETING@MSXI.COMWWW.MSXI.COM

THE SOLUTIONS EXPERT FOR THE AUTOMOTIVE INDUSTRY.

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,

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.

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