Presentation to China Automotive Aftermarket Conference Ronan Gould Senior Manager Automotive. 20 th May 2008

Transcription

1 Presentation to China Automotive Aftermarket Conference Ronan Gould Senior Manager Automotive 0 th May 008

2 Our values In everything we do Caring Genuine concern and empathy is at the core of everything we do Connected Always available to support you wherever you happen to be TRUST Proactive We are always thinking of better ways to satisfy your customers future needs Professional Business methods, ethics and expert staff: we are professional from beginning to end Providing help, anytime and anywhere, to make life safer, simpler and more financially secure.

3 Mondial Assistance who are we? The world s largest and most respected assistance services company We are THE global reference in providing assistance services and travel insurance We are a people business caring for our clients and their customers is our chief concern Our services add value to our clients products and help them build stronger relationships with their customers We are the world s # Assistance Services company

4 Our Shareholders Mondial Assistance is a holding of the Allianz Insurance Group (HQ in Munich, Germany) Mondial Assistance China is a 00% wholly-owned subsidiary of Mondial Assistance (HQ in Paris, France) > 50% > 50% 50% 50%

5 Mondial Group International Presence Mondial Assistance employs more than 9,500 people in 8 countries across 6 continents ASIA/PACIFIC Australia China India Japan Singapore Thailand AMERICAS USA Mexico Canada Brazil AFRICA Morocco Reunion Island

6 European presence Business units Austria Belgium Czech Republic France Germany Greece Ireland Italy The Netherlands Portugal Poland Russia Spain Switzerland Turkey United Kingdom Commercial presence Baltic countries Bosnia / Herzegovina Bulgaria Croatia Denmark Finland Hungary Moldova Norway Romania Serbia / Montenegro Slovakia Slovenia Sweden Ukraine Uzbekistan

7 Global leader Mondial Assistance generates 0% more revenue than its closest competitor Turnover of Assistance Companies (in million Euros) Mondial Assistance Europ Assistance AXA Assistance International SOS MAPFRE Asistencia

8 Global reach Continued development across the globe 7 m +5,0% 08 m +7,6% 5 m +6,% * Operating entities only/split by 00%, holding companies not included, before consolidation

9 Group lines of business Percentage of Group gross revenue 0% 7% Automotive Services Health Assistance 8% 5% Travel Insurance Personal Assistance

10 Global car manufacturer references

11 Product & service offering Automotive assistance Healthcare & Lifecare Travel Insurance Property & Other Vehicle assistance Telematics Warranty administration Services around health insurance Services around hospitalisation Tele-assistance Expatriates Employment assistance Death & disability Medical expenses Medical assistance Third party liability Travel delay Luggage Trip curtailment Loss of money & travel documents Medical assistance and medical expenses abroad Disaster helpdesk CRM Marketing support Information services Property assistance Tele-surveillance

12 Client focussed solutions Business to business: 95% of Revenue Relationships: Long-term partnerships & transparency client Tailor-made service packages integrated or combined with main product/service +0-year partnership with car manufacturers Win - win transparency: profit sharing strategy Main client sectors: insurance companies, tour operators / agents, airlines, OTA, automotive manufacturers, banks, financial institutions Market knowledge and expertise Cross-selling strategy One intervention every seconds - hour operation

13 Key facts & figures International leader in assistance & travel insurance Operation centres in 9 countries on 5 continents 0.5 million cases handled every year by employees Wide range of tailor made service packages Worldwide network of service providers and 80 Correspondents 5 million «assisted customers» Global presence & local support

14 International clients International Automotive contracts with over 5 years experience serving more than 5 countries globally Tailor-made service packages achieving specific business objectives for each international client Centralised negotiation for different countries: single point of support International implementation team Dedicated account management and follow-up Regular management information reports identifying individual country results & consolidated results

15 Asia-Pacific Presence Business Units. Australia. China (mainland). Japan. Singapore 5. Thailand 6. India (Nov 007) Commercial Presence. Brunei. Hong Kong SAR. Indonesia. Malaysia 5. New Zealand 6. Philippines 7. South Korea 8. Taiwan

16 China Business Background Has provided assistance services in China for many years through various Chinese business partners Opened China business unit in 00 following attainment of WFOE approval, and with the successful take-over of an existing experienced local partner The first foreign-owned company to be approved to provide assistance services in China

17 Resources & Company Structure Current Staffing in Beijing, in other offices (95% of our employees are Chinese) Number of languages spoken languages/dialects Operations Team 55% of total staff Head Office & Call Centre is in Beijing Branch Offices. Shanghai. Guangzhou. Chongqing Rep Offices. Tianjin. Dalian. Suzhou. Nanjing, Shenzhen, Chengdu (May 08)

18 Mondial Operational Excellence Automotive clients TRUST Mondial China Mondial cover a cark park of 00,000 vehicles In 007 Mondial handled a total of 67,00 technical cases In 007 Mondial handled a total number of 86,65 calls Average service level of the call centre (% of calls answered within 0 seconds): 90.%

19 Service Offering for Car Manufacturers Turning Prospects into Clients => Acquisition Making Client service & repair in the Network => Retention Increasing Customer Value => Development Data cleansing Prospect lead management Acquisition campaigns Outbound campaigns Information hotlines Brochure fulfilment Test Drive organization Pre delivery programs Lost Sales Tracking Roadside assistance Mobility services (SARA) Accident management Vehicle service check-up Dealer care programs Customer Care Lines Complaint Management CSI programs Loyalty programs Renewals programs Telematics Extended Warranty Integrated Database Management Extensive Customer knowledge

20 Current Auto Clients in China

21 Service Provider Network Development of Mondial s automotive network commenced over years ago Established national network of contracted service providers continues to expand in line with the expansion of our clients dealer networks All providers are identified, assessed, selected, trained and managed by a specialized team Provider activity is monitored to ensure quality service provision

22 IT/Telephone support capabilities Customized Assistance Application: NACS.Mondial Assistance group-wide Application.Languages and processes customized for China E-Mapping.Fully integrated with our assistance application NACS.More than 00 cities with street/building level detail.regularly updated Network Management System.Locally designed & developed by Mondial China.Network department MIS for managing/monitoring network.assistance application integrated with e-mapping tool

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24 Dealer Dealer Dealer

25 Auto Network Status April, 69 towing providers in 56 cities

26 On-Going Providers Training Network Newsletters every quarter DVD training Fact sheets for every vehicle models Provider Handbook Mondial Network Manager revisit Newsletter Fact Sheet DVD

27 Service Audit and Retrain We recruit, we train but we want to make sure that we provide a quality service! Mondial runs service audits on the spot! Spot Evaluate Retrain

28 MAC Key Competitive Advantages True BB philosophy (its your product, not ours) Flexible, tailor-made programs Total beginning-to-end case management Global expertise, Local experience Quality staff, state of the art IT & telephony systems National coverage capability Dedicated network management team for service provider development & dealer liaison We are the world s # Assistance Services company

29 Benefits to OEM s Increased customer satisfaction & loyalty to brand Enhanced service quality throughout dealer network Additional revenue opportunities for manufacturers & the dealers Monthly reports provide a mechanism for monitoring performance of the dealer network Provide building blocks for a first class CRM tool to allow a complete overview of your customers

30 谢谢! Your contact: 0 Ronan Gould Senior Manager - Automotive Tel: Fax: Ronan.gould@mondial-assistance.com.cn MONDIAL ASSISTANCE F Air China Plaza 6 Xiaoyun Road, Chaoyang District Beijing 0007, P.R.China