Connected Service for the Connected Customer: The case of PSA Group

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1 Connected for the Connected Customer: The case of PSA Group incadea.dms: An Internationally Endorsed Dealer Management System for the PSA Group Dealer Network

2 PSA Group: Innovation is the cornerstone of value creation The PSA Group s success is based on more than two centuries of industrial experience, fueled by passion for innovation and the everyday pursuit of excellence. In the years to follow the introduction of one of the first automobiles in the world in the late 19th century, PSA continued to leverage its technology expertise and became one of the leading innovators in the automotive industry. Strengthening and expanding the international business in recent years, today the Group comprises of the renowned European brands Peugeot, Citroën, DS Automobiles, Opel and Vauxhall. PSA Group Facts & Figures Founded in bn revenue in Production centres & 1 Powertrain sites dealerships & approved repairers More than mio vehicles sold worldwide in employees worldwide in 2016 Delivering a personalized customer experience in the showroom and beyond The PSA Group is committed to delivering a customized and optimized experience throughout the whole customer journey. Following a personalized service approach and focusing on the customer, PSA listens carefully, addresses the customers needs, and provides qualified guidance. An essential prerequisite to delivering a Customercentric experience is ensuring that the dealerships have the capability to manage customer and vehicle data efficiently and easily. To achieve this, PSA launched a number of initiatives spanning the whole business, including a DMS strategy program called IC@N for its subsidiaries and importers. The key objective of the strategy is reducing the diversity of dealer management systems in use throughout the markets. This allows the reduction of the needed number of interfaces to the OEM systems, simplifying the IT landscape of the Group. By utilizing this approach, the company facilitates smooth roll-outs of business programs in the future. 2 Global Customer Overview PSA Group

3 incadea: Authorized, global DMS partner for the PSA Group A dealer management system customized for the PSA Group incadea Footprint in the PSA world In 2014, the PSA Group selected incadea as a global DMS software vendor to cover Peugeot and Citroën Automobiles networks. Under this agreement, incadea developed a full integration layer based on 200+ Dealers "We needed a system for the long-term and incadea was considered the most adequate solution. incadea offers us a comprehensive, integrated, but flexible solution suitable to our needs" Users Federico Cubaiu Internal Control and Customer Satisfaction Automagenta, Italy 19 Countries its dealer management system (DMS), incadea.dms. incadea.dms is a powerful, comprehensive dealer management software solution covering the needs of automotive retail. Based on the world class ERP platform Microsoft Dynamics NAV, incadea.dms The PSA International Make Layer (IML) includes interfaces between the DMS and the PSA Group s standard systems for service, parts, finance and vehicle management. These integrations streamline data exchange and improve data quality, reducing manual workload and allowing employees to have more time for meaningful customer interactions. CS/SB v1 Pad Labor Master NETEQC Warranty Payment (SAGAI) APM v1. supports the management and optimization of all key processes in a dealership. With the Role-Tailored Client (RTC), dealership PSA IML employees receive a unique user experience, Customization and development in: optimized for their specific tasks and supporting 4 areas 1 systems them in their daily work. The system provides innovative collaboration and productivity tools, Parts Speeder v4.1.1 Parts Master v2.2. Logistic Spare Parts v Finance Vehicles DIALOG OPV 2.10 Vehicle Master Refeco enabling seamless cooperation and complete transparency among dealership areas and functions. Manager Advisor Assistant Workshop Controller Small Business Aftersales Parts Finance Accounting Manager AP Coordinator AR Coordinator Bookkeeper Cashier 4 Vehicles Parts Manager Parts Purch. & Inv. Mgr. Parts Sales Person Parts Picker Parts Warehouse Clerk Vehicle Sales Manager Vehicle Sales Assistant Vehicle Sales Person Retail CRM Shared Marketing & Contact Mgr. 1 International endorsement for incadea.dms and incadea.bi HR Manager IT Manager IMM Associated Dealer Global Customer Overview PSA Group

4 Synergies from incadea s established cooperations in the automotive industry Business Benefits >Seamless exchange of business data due to integration of related IT systems, e.g. customer and vehicle information >Simplified processes by connecting various third-party applications to the DMS through incadea s open integration platform >More time for the customer due to less time spent on manual data entry and maintenance 6 An integrated dealer management system meeting the PSA Group s needs "One of the other reasons why we chose incadea.dms is that it's Microsoft-based and therefore is fully integrated and easy to use so that everybody's needs are met and we manage the company in the right way. I should stress in particular that it is a really integrated system, it eliminates all the Excel files which means that we are more efficient and we can manage our company in a perfectly streamlined way" Business Benefits >Less implementation effort: standard processes and system components can be used without major adjustment to meet functional and technical local requirements >Time and cost savings due to the Henk Visscher Owner / Director Visscher Autogroep, the Netherlands standard rollout procedure across different markets and customer interactions Global Customer Overview PSA Group "We recently went live with incadea.dms and are very happy with the solution. incadea.dms is a modern solution with a userfriendly interface and aligns with the Automotions Peugeot vision" Peter Baan Director Aftersales Automotions Peugeot, the Netherlands 7

5 incadea GmbH St.-Martin-Str. 61, Munich, Germany ,