AUTOFUTURA

DELIVERING A POWERFUL & SECURE

RENEWALS PROGRAMME
The Company
Headquartered in Southampton, Autofutura was founded in 2002
as an automotive data and software company to provide critical
insight to the automotive finance industry. The company represents a
wealthof combined experience in the creation and supply of business
critical data services. Especially in the areas of vehicle lease
management,
risk control, data management, residual value forecasting, systems
development, integration and implementation.

Additionally, Autofutura's Portfolio 3Sixty market leading sales

acceleration and customer retention solutions support OEM’s
their NSC’s and automotive financiers secure enhanced market share
across a number of diverse teritoriesglobally.

The Inflexion difference

Inflexion Private Equity acquired Autofutura in April 2019.
“ We’re extremely proud of Autofutura’s
development to date and we are delighted to
with the Inflexion acquisition to ensure our
next phase of exponential growth.
This new ownership allows us the opportunity to better
serve our UK, European and internationalclients. Their proven ability to support high growth
businesses, combined with their experience
We are well positioned for future growth in a nascent, global market expanding businesses internationally, make
and expansion is well under way. Inflexion has introduced sector them an excellent fit for us. We look forward
specialist David Riemenschneider as Chairman, who will work to drawing on their experience to help us
alongside founder and CEO Kim Sandom and the companies senior grow globally, acquire new customers and

”
management team to develop new and existing relationships in the expand our product suite.
automotive industry. David said “Inflexion are supporting the
business to swiftly expand across Europe as well as several other Kim Sandom, CEO,
key global markets . We have established a continental Europe HQ in Autofutura
Germany, simultaneously with which we are investing heavily in the
companies technology, back office and product offering.”
Our Company

Established

2002
Employees 55+
Global HQ EU HQ
S outhampton Munich
UK Germany

Affliliate offices

Singapore China USA

Italy Spain
Clients & Markets

54
Data services supporting
UK & EU car parc >

Direct accounts
covering 14.5 m
19
International
vehicles

markets
Some of the companies we work with internationally

Data & System Partners

Finance & Leasing

Daily Rental
 Autofutura works with partnership to develop a programme that:

• Achieves a step change in AF’s Portfolio 3Sixty (P360) Customer

customer retention in relation to Retention Software will allow for the
renewals for all vehicle and astute application of tactical offers
motorcycle finance contracts types enabling compelling change plans to
for both new and used assets that be engineered and offered to
make up your portfolio customers in a consistent manner.
Simple management disciplines coupled
• Improves retailer lead
with an enhanced approach toward
customer engagement and interaction
management and CRM
will be achieved in part by leveraging
practices
our Customer 3Sixty (C360)
Smartphone Communications Platform.
• In line with customers business
rules, AF will look to delight AF feels certain that this approach will
customers by promoting shorter be welcomed by an overwhelming
change cycles with, whenever majority of customers, resulting in a
possible the lowest cost of significant and sustainable uplift in
motoring. Ultimately culminating in customer engagement and therefore
increased underwriting for renewals performance across all
Customers and improved sales brands within your portfolio.
volumes for the products you
represent. The benefits of achieving Our proposal aims to deliver the very
and maintaining renewals best performance increase for
performance cannot be overstated. Customers that is not simply
Finance customer renewals sustainable, but acts as the
represent the most efficient route to springboard for our collaborative
achieving sustainable sales growth approach in respect of designing and
and market share for all delivering exciting programme
stakeholders. Moreover, below the developments.
line finance promotions can be
deployed without negatively
impacting above the line activities.
Background and Objectives
We understand implicitly the pressures that
Customers and your retailer networks are
under to continually perform. This, coupled
with competition in the marketplace from
alternative financiers continually raises the bar.

AF is confident that we are best placed to

serve your requirements, those of your
retailers and most importantly delight your
mutual end-user customers. Our integrated
approach will leverage four core solutions

o P 360 in-dealer retention platform Republic

of Ireland Poland
Southampton Netherlands
o C 360 Smartphone engagementtools Germany

Belgium
o P 360 Companion salespersonApp
Austria
o Pro-Mark ITincentive allocator tool France
Switzerland

Adopting the above strategy blended with Romania

our ability to integrate via API with the
C u s t o m e r s central customer database as Serbia
well as industry specific vendors. For
example, CDK Global, Sales- Master and Spain Italy

FICO to name but three will provide notable

differentiation when compared to other
vendors. Portugal

In conclusion AF will be able to provide

Customers and your networks with a clear
competitive advantage in what is an
increasingly an ever more difficult and
complex business environment.
P360 Portfolio 3Sixty
Isthe collective name for a suite of
ingenious B2B, B2C and C2B digital
automotive services that act as catalysts
In-dealer to Inform, Educate & Empower all user
groups, be they OEM’s, financiers,
dealers or owner-drivers to make sound
sale/purchase decisions.
Head Office ‘First and foremost we look to delight
customers’ by ensuring everything we

Field Manager do is considered from a customer’s

perspective. We start and end every
journey with all points in-between by
‘thinking like a customer’.

Our technology led solutions fuel what is

an exceptional ‘pre-sale and sale’
experience, eliminating the long
established negative feelings as often
held by customers when faced with the
task of choosing, trying and buying a
car.

By adopting this wholly customer

centric approach, we look to deliver a
Win-Win for all parties across the supply
chain, OEM, financier, dealer and most
importantly of all, THE CUSTOMER.
 images & values for illustration purposes only

• Our web interface has been • We have designed a highly visual • Our statistics to date illustrates
designed in collaboration with customer-facing screen that we refer that most regularly users want to
existing clients retailer networks as to as ‘Carousel.’ This single customer- access our P360 software via
well as external focus panels to facing screen allows for all your desktop, laptop and or iPad.
ensure ease of use and a first class requirements to be easily met.
UX.
• Marketing campaigns can be built • Predicting and mitigating risk together • Sophisticated SMS/Email customer
for broadcast at national, regional with building future value predictions communications tools are available.
or local level as well as by individual underpins the core data services AF Messaging can if desired be controlled
retailers. Moreover, AF create fully provide to the fleet and leasing sector and actioned directly by Customers,
matched consumer offers using a and is central to our companies DNA. providing Customers with the
number of parameters taking into Consequently we feel certain that we opportunity to better control the
account your rulebook as well as will be in a position to meet any quality and continuity of message
those of your brand partners, our requests that you may have in respect delivery
automated processes will cross of retail renewals.
match and link your marketing
campaigns to vehicle models, with • Mobile smartphone optimisation a
drill down to engine size, fuel type variation of C360 for internal use is
as well as trim levels. This fully currently in production
automated process that we refer to
internally as OOP has been • We incorporate a hierarchical login
perfected over a number of years convention that allows for various
and provides fully optimised and views of the data held within the
compelling customer repurchase system
propositions at considerable speed.
Thereafter, these ‘opportunities to do
business’ can be fully flexed as per • We provide a suite meaningful near
individual customer needs and real time business centric reports
retailer requirement to bespoke each
offer. This can be achieved at batch
level or single contract view.
P360 'The Speed of the Response = The Speed of the Relationship'

Companion P360 Companion has been specifically designed to

bridge the gap between the in-dealer P360 application,
the user interface and inbound customer
communications.

In this always on world the weakest link of the chain is

often meeting and or exceeding customer expectations.
Experience tells us that 'the speed of the response = the
speed of the relationship.'

P360 Companion is a Smartphone enabled service that is

fully integrated with the in-dealer application and allows
the salesperson to receive push updates, as well as
inbound communications from customers so that he or
she can respond via the customers chosen method
immediately the the chatter begins. In so doing exceed
the customers expectations with a timely rand informed
response.
C360
Smartphone
customer
engagement
Autofutura will provide Customer Retention that:

•We have a robust process in place that supports •We have a number of protocols in place that •We can accommodate dealerships both small
our existing financier relationships. Furthermore, allows us to receive and import data and have and large
Autofutura is registered with The Information Data Supplier Agreements in place with CAP-HPI,
Commissioners Office on their Register of IDS, Autovista and JATO for the UK and Europe •All retail and fleet finance products can be
Data Controllers with the following reference together with regional and local vendors in other accommodated within our solution
Z9730174. In addition, we are in the process of global markets.
working toward securing ISO27001 certification. •All data types can be ingested into our
In addition, AF has successfully passed programme to identify and segment
comprehensive audits as conducted by Lloyds customers predicated on their position of
Banking Group, Vauxhall Finance as well as FCA parity
Bank.

•AF has procedures in place to receive marketing

data at a frequency that best suits Customers.
Furthermore, we have developed a bespoke web
application that acts as a marketing campaign
data capture tool, which we refer to as PRO-
MARK IT.

A unified channel for all customer communications

be they from brand or financial services
Upgrade Upgrade my car places our C2B users in
the driving seat. By demystifying what is
often considered to be a complex and
o We look to reduce exposure to long
term debt

my car therefore fearful process, consumers

who use our C2B smartphone/tablet
services become knowledgeable and as
By using data intelligently and delivering a
compelling business case for a customer to
consider via a dealer using our B2B service. Or,
a result empowered. directly to the customer via our B2C servicemakes
for a transparent and unparalleled purchase
o On-demand access 24/7 via
experience.
Smartphone or Tablet

Fully connected and interactive

automotive databases that supply the
end user with comprehensive, accurate
and relevant information that impartially
delivers Trust, Choice & Value, enabling
the user to take well-informed and
actionable next steps.

o Tell us what you’re looking for and

we’ll do the hard work..

Bespoke push notifications will be sent

directly via smartphone or tablet at a
frequency that suits a user. These push
notifications will be tailored to specific
vehicle requirements and meet the
range of affordability that a customer
has told us he/she is comfortable with.
In turn this allows for a more meaningful
engagement with dealers as the
consumer takes the next steps in the
process.
Pro-Mark IT Pro-Mark -IT allows users to genrerate future marketing campaigns by projecting the vehicles future equity and
rental parity positions combined with additional tactical marketing support from brand and or financier

cost effective
personalised
below the line
campaign builder
Sales Intelligence Outbound Call Monitoring / Recording
Analyse outbound phone conversations and learn what your staff are saying (or not saying)to
improve conversions and outcomes...

•Automatically qualify and score calls •Score calls based on emotion and sentiment.
based on specific keywords and phrases As standard we will determine whether the
that are spoken during the conversation. call is Positive, Improving, Worsening or
•Visualise call recordings to help Negative and create rules to alert
identify trends for sales training. management.
•Identify top spoken keywords and phrases •Only send conversions into reporting
to discover what products or models your platforms when specific criteria is matched
customers are looking for – as well as
competitor products.
These are our recommendations and We look to foster a wholly collaborative continuity and quality of usage, together with when compared to alternative solutions in
approach including but not limited to: and consultative approach toward outbound customer communications cansuffer. the market which we look forward to
delivery, maintenance and onward developing with you should we be
a) Detailed delivery options and where we can
development. Additionally, the amount of energy expended successful in this tender.
offer key differentiators
Kindly see below a brief summary of our by all parties in the fire fighting required to get
b) Detailed options for support and a first hand experiences that are common to back on track, is both frustrating as well as
Whist we look to technology to take care
consultative approach as a true all clients: an imprudent use of collective resource.
of 80% of the heavy lifting, we cannot
collaborative partner
Experience gathered over many years informs overlook the considerable importance of
With the above in mind, AF has over the
c) An understanding of how our solution will us beyond all doubt that the Achilles heel of expert human interaction and the
past two years invested and continues
overcome typical challenges from the a project such as a Renewals Programme relationships that flow from it. Sound
to
retailer network and Customers’s internal rests heavily on execution. It must be relationships encourage
invest significantly in both time and money to
sales team in their ability to focus on and remembered that the calculation engine transparency, which builds trust, which in
collaborate with specialist suppliers to
prioritise renewals deployed, be it P360 or something similar turn serves to fuel transactions.
design and build innovative digital
from an alternative vendor is merely an communication plug-ins to help solve the
In respect of these observations, AF are enabler, and must never be considered as issues surrounding weak and or sporadic
confident that we are best placed to support the panacea. customer contact / message execution.
Customers and your retailer network Often, it can be a difficult task to ensure that
throughout the entire breadth and term of all stakeholders are fully aligned, and indeed As a result, it is our belief that AF is able to
the engagement. that all retailer participants are following the provide a number of key differentiators, USP’s
process as recommended. As a consequence,

Portfolio 3Sixty Push SMS/

email
Communication Customer Offer Customer
Offer Manager Manager Finance
Portal
AF Customer Personalised Page Filtered
P360 Onboarding Portal Customers API Leads
Contact Call Centre to handle apps
AF Customer
Email, Chat & Phone Call InteractionsAnalytics
Customer Sync
Customers Apps Personalised Customers
AutoFutura
page
P360 Leads CRM
Contact
Future development Call
Centre
CRM Integration
Dealer Sales Tool Integration P360
Customer Finance Portal Dealership Sales Tools Onboarding
Training & Support - an illustration
AF is flexible in how we approach the issue of Champions, Business Managers, Sales Furthermore, in years 2 and 3 of the Experience tells us that the
on-going training /field and back office Managers and other personnel as deemed programme as the renewals processes and conversion ratios to sale from
support. Broadly speaking there are two necessary. We envisage that the final format to mindset become established, we anticipate
schools of thought, of which neither one is be agreed between Customers and AF. that the team could be reduced in size. In customers who keep showroom
right or wrong. this scenario the smaller team would act appointments as generated by a
We propose that the P360 launch together more as a SWOT resource to provide intensive well calculated customer offer are
with continued coaching and development
One option is that full responsibility for support for underperforming retailers. very high, typically by a retailer
of retailer staff is primarily delivered via off
retailer coaching and continuous
site regional workshops and or centrally by with good process in place circa
development resides entirely with Santander Ideally we would review progress and
and your regional managers. utilising retailer group headquarters
strategy with Customers as these milestones 80%. The weaknesses however
facilities.
approach, and determine optimal resource are in the steps leading up to the
An alternative approach would be that AF
Once a new login has been created AF will
needs and allocation of the same together. showroom appointment. Namely:
provides a support group of P360 Renewal
Managers. In respect of the latter send retailers a series of emails that directs Effective acceptance of P360 by stakeholders
them to a suite of instructional “how to” a)the ability for the retailer to secure an
approach please see proposal and set out both internal and external will be vital to the
training videos hosted on our retailer-training appointment when contacting their
below. programmes success. As such, it will require
platform. This platform will also contain links customer
AF and Santander to clearly articulate the b)retailers having a process in place to ensure
Initially we would propose deploying a team to a comprehensive range of learning and enhancements that the P360 programme
support resources such as, a lexicon of that the showroom appointment is kept
of P360 Field Based Renewal Managers each provides and how these attributes will make
with responsibility for a specific zone (to be FAQ’s, user manuals, retailer webinars, a valuable step change in digital customer
online chat, email and telephone support. If we know that the majority of customers
decided), supporting a carefully targeted and engagement. who attend showroom appointments buy,
agreed Santander rollout and continuous
then we know that we need to improve on
improvement strategy. This regional team of We believe that a blend of virtual training In turn this will ensure superior levels of how retailers communicate, their ability to
P360 Renewal Managers will work closely with services, supported by a flexible field force communication, qualitative and communicate and what methods are used to
Santander and Regional Managers to provide team of P360 Renewal Mangers willprovide quantitative, resulting in increased communicate.
network coverage and the optimum level the optimum blend of resource to drive showroom footfall of well-informed ready to
of engagement with retailer personnel, to performance as well as to make certain buy customers.
include Retail Centre Principals, P360 Retailer that we derive the very best value from
the Customers investment.
The 80:20 Pareto Rule
Technical Support
The 80 : 20 Pareto Rule suggests Analysing these two factors will
that a large proportion of the enable us to segment the network AF will provide technical support to satisfy the
renewals uplift will be delivered into four categories according to requirements to deliver the project.
through a relatively small proportion their potential for growth and focus
of dealers. Applying this principle we the efforts of the P360 Renewal In addittion we consider it would be wise to
propose carrying out an analysis that Managers accordingly. Retailers will provide a shared C u s t o m e r s back office
takes into account two key receive varying levels of support resource comprising of human capital and
allocated development days.
variables: depending on their category.

1.Current Renewals 50 development man days p/a utilising

Opportunity/Finance Book several AF back office staff and disciplines

2.Current Renewals Performance % Help desk andgeneral support agents -

2 full time personnel

Professional services campaign

Network Segmentation and targeting Strategy
management staff - 2 part time staff,
combined 60 days p/a
+ Higher
Category 2 Dealers
Category 3 Dealers
Uplift Opportunity
Low Opportunity Target
Secondary Target
Renewals Performance

Level 3 Support
Level 2 Support
Measurement/Sustainment
Sustainment/Improvement

Category 1 Dealers
Category 4 Dealers
High Opportunity
Lowest Opportunity Target
Principal Target
Level 3 Support
Level 1 Support
Measurement/Sustainment
Improvement
- Lower

- Lower + Higher
Renewals Opportunity/Current Finance Book
Future Enhancement
Development:
We love the future as much as the here and This will facilitate direct engagement with
now. As a consequence we greatly welcome consumers on their terms with the brand(s)
the opportunity to collaborate with of their choice. When I say brand, I include
Customers together with your brand the captive in this statement. After all, the
partners, as you may deem appropriate to customer has a single vision and thinks only
work closely together to create a bespoke of the make of his/her car/motorcycle and
development roadmap. doesn’t separate brand from financial services.
In recent times we have seen the advent of
We propose that product development
Subscription Motoring, Ride Sharing as well as
will best be achieved via a series of
on demand car rental by the hour, for example
3 month design sprints. Zip Car.
This approach is both agile and focused,
the combination of which promotesexcellent
The change that will be witnessed in the
design and importantly completion of tasks in
retail space over the coming 5 years will be
a timely manner.
considerable and over the coming 10 years
seismic. AF believes that we will shortly
Powered by technology, mobile technology in
reach a tipping point where consumers will
particular, we have seen and continue to see a
expect to access mobility through multiple
rapid shift in how consumers consume. We
sales channels and environments just as we
firmly believe that the retail automotive
do for other purchases. Rockar would be a
industry will increasingly move to an
good example of what the changing face of
environment of greater ‘Customer Self Serve.’
motor retail looks like, soon to be followed
and doubtless enhanced by Lynk & Co from
We see OEM’s and their captive financiers as the Geely stable of automotive brands, and
fuelling this change by providing new whist in its infancy, Amazon Auto will be
and exciting channels to reach consumers seriously invested as disruptors in the
directly. These channels will ultimately put automotive space before too long.
the showroom and all associated showroom
services directly into the hand of the
consumer by way of the smartphone.

Consumers will expect

to access mobility
through multiple
sales channels and
environments just as we
do for other purchases.
Enhanced Account Management
Support Services AF will appoint a dedicated AF’s Account Director will attend a
Customers Account Director who will monthly review meeting to:
act as your Single Point of Contact
(SPOC). In turn, AF’s back office
• Discuss overall service provision
and any issues requiring action.
personnel and infrastructure as
required will support your account • Review progress on any actions
director internally. The individual we agreed in previous meetings
appoint will be of sufficiently high • Assess any savings initiatives
caliber and posses all the necessary planned or in progress
skills, knowledge, ability and
professionalism to conduct him or • Review KPIs and delivery of
herself at all times in accordance with SLAs Review of invoices
the requirements as required by and budgets
Customers. In addition, AF proposes that
your Account Director will be
• Discuss any potential future
developments
embedded at your Bracknell office one
day per week. This will ensure total • Discuss any current internal or
immersion with the Customers external challenges and/or
Renewals Programme, as well as opportunities
fostering a spirit of oneness and unity
within the wider Customers team.

Your dedicated Account Director shall

be available during [normal business
hours, 9.00am and 5.30pm, Monday to
Friday (excluding Bank Holidays and
allocated annual leave). Country
specific.
 •System setup Dealer
Communications:
In order to start the rollout AF will
need to register all retailers
The dealer communications will need to
/users to set them up on P360, as encompass three key areas, system setup,
well as capture information to training and engagement, without these
allow AF to send communications elements there is a risk that momentum
(with relevant permissions). could be lost.
Embedded within the P360
onboarding process there is
a registration form where retailers
can request system access, once
approved by Customers this is
setup internally by the AF back
office team.

•Management Information •Service Transition •Timings

AF will provide Management AF recognises that an orderly In order to ensure a trouble free
Information at no additional cost to transition of service is an transition AF recommends that the
Customers. Customers and AF to agree essential requirement when period between appointment and
upon the format of the reports from considering the appointment of go live be used to create a phased
our standard report module. a new supplier. AF believes that rollout synchronised with the
our broad experience ensures Customers dealer engagement
that we will be able to programme. We propose that AF
The issue of retailers not updating
understand rapidly the needs and Customers work together to
customer statuses is a well-known
and requirements of Customers as design and deploy the most
problem that exists to the very best
well as to understand the appropriate role out program.
of our knowledge with providers of
all Customer Retention Software retailer relationships.
Solutions.
Moreover, our comprehensive and
Whilst the primary responsibility established onboarding process will
does sit with the retailer to update allow for a smooth transition that
statuses in P360, the only way it will serve to re- energise retailers
can be satisfactorily resolved would across your networks.
be via a read-write API integration
with the retailers “other systems.”
We would propose
therefore, that we investigate the
opportunities to integrate via API with
the retailers DMS/ Lead Management
solutions and or the Customers
central customer database.
Autofutura locations

Autofutura Head Office Autofutura Asia*

The Rectory 114 Lavender Street
Stoneham Place CT Hub 2, #07-86
Eastleigh Singapore
Hampshire 338729
SO50 9NW E: singapore@autofutura.com
United Kingdom
E:uk@autofutura.com
Autofutura China*
Tianfu Main Street
Autofutura GMBH Mei Nian Complex - block B967
Trogerstr 23 Chengdu
81675 Munich PRC
Germany E: china@autofutura.com
E:germany@autofutura.com

Autofutura USA*
Autofutura Spain*
4 Lejeune Court
Vía Complutense, 135, 28805 Alcalá
Old Greenwich
de Henares, Madrid,
Connecticut - 06870
Spain
USA
E:spain@autofutura.com
E:usa@autofutura.com

Autofutura Italy*
Via delle Industrie 19/c - 30175
Marghera (Venezia)
Italy
E:italy@autofutura.com

*Associate office