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1 Speed up service To boost retention. fueled by challenge. powering success. sm

2 Express results you can measure. Up to 70% of customers don t return to their dealership for service after their warranty expires, with defection already starting in the first year of ownership. 70 % Service Customer Defection Without Express Service Units in Operation New vehicles sold at retailer Used and competitive makes New Used Aftermarket express service operations installed worldwide Warranty Expires Service Department Why customers choose one provider over another: On average, a customer has between 10 to 25 aftermarket providers on their way to a dealership, all of whom are likely to offer quick service with no appointment. Dealers unable to compete on both convenience and value are very likely to lose those customers to these aggressive after-market providers. According to JD Power, when choosing a quick service provider it s: Convenience 36% 69% Convenient Location 54% Quick Service Convenient Hours Trust 49% 61% Good Past Experience Honest/Trustworthy Personnel Price 45% Competitive Price Quality 23% 49% Quality of Parts Used Qualified Mechanics

3 While authorized dealers have the advantage of being trusted to provide original parts and quality service by specially trained technicians, they are not often seen as the repair facility with a track record of convenient quick service at a competitive price. How can OEM dealers fight back? Express Service offers Customers all the convenience and flexibility they seek in the after-market while combining it with the traditional strengths of the dealership brand: original parts and specially trained technicians. By offering an exceptional customer experience in service, dealers retain their customers in service and strongly increase re-purchase loyalty. Express Service dealers also benefit from increasing parts and labor sales with a very significant improvement in profitability. Customers visit express service vendors The Express Service Solution Units in Operation New vehicles sold at retailer Used and competitive makes New Used Customers: Retains, Recaptures and Conquests Aftermarket 8 % higher repair order counts Service Department For more than two decades, MSXI has been the partner of choice of dealers and manufacturers looking to roll out dealership express service improvement programs. With more than 1500 express service operations installed, MSXI has the experience and the capability to address the challenges associated with the specific needs and objectives of dealers around the globe.

4 Through our proprietary processes, dealers will learn how to reduce maintenance cycle times, increase gross profits and create an engaging customer experience. Service Teams learn how to meet the customer s two primary expectations of trust and convenience by implementing five common elements of MSXI s Express Service programs: Service Selling, Customer Handling and Multi Point Vehicle Inspection (RGA) Two Man Technician Teams Dedicated Visible Express Service Bays Dedicated Express Service Advisor Easy Parts Access in Bays A traditional maintenance visit can take more than an hour under usual circumstances sending customers straight to the after-market for while-you-wait service promises. Our innovative method can compresses the timeline to 30 minutes and builds trust by offering a complete vehicle inspection within the same 30 minute window. Service Advisors will use the multi-point inspection tool to identify additional maintenance items and review with the customer early in the repair process. This creates an opportunity to increase gross profits on each repair order. GETTING YOUR SERVICE STRUCTURE UP TO SPEED. MSXI has the capability to design an Express Service program that reflects your brand and deploy it on a large scale through its teams of industry veterans. We have a track record of not only helping OEMs retain customers but also acquire new customers and recapture lost business. Our proprietary processes are quickly integrated into existing systems. Real-time and flexible reporting through MSXI analytics, complements our deployment teams by offering you a secure platform to analyze your performance according to your business KPIs. Results show increases in labor and parts sales well over 10%.

5 OUR 360 APPROACH TO CREATING A ROBUST EXPRESS SERVICE STRATEGY. Brand Experience More amenities and high level treatment Convenience Faster, more efficient service 360º Trust Dedicated Service Advisor Value Better parts, qualified Technicians We would like the opportunity to tell you more about our end-to-end approach to Express Service. With a detailed assessment in hand, as well as a clear roadmap, it is possible to overcome any obstacles standing in the way to implement a successful express service solution. If you would like to know more about how we work and the results experienced by our existing customers, please contact Andrea Sorrenti at asorrenti@msxi.com. TEAM UP WITH THE AUTOMOTIVE EXPERTS. MSXI Retail Network Solutions provide you with an individualized, scalable Connected Retail Strategy that integrates the sales and service experience, thereby securing optimal connectivity between the car, the customer and the retail experience. Andrea Sorrenti Vice President, RNS NA asorrenti@msxi.com

6 Team up with the Automotive Experts. MSXI Retail Network Solutions provide you with an individualized, scalable Connected Retail Strategy that integrates the sales and service experience, thereby securing optimal connectivity between the car, the customer and the retail experience. in over 80 countries over 6,000 employees $ 500 million revenue 75 years of experience If you want to benefit from our competent and innovative solutions, please contact

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