NIBS Spectrum 2 - Introduction Day

Yew Lodge Hotel, KegworthNovember 18th 2010

House Keeping

Agenda

• NIBS Spectrum update 10.00am• Distributor presentation 10.30am• NIBS Spectrum2 10.50am

New Initiatives, MBUK/Porsche Portal, Sales ToolsSystem demonstration

• Break 11.30am• NIBS Spectrum2 11.45am• Lunch 12.45pm

Agenda

• NIBS Communic8 1.45pm• NIBS Protect 2.40pm• NIBS Vehicle Solutions 3.50pm• NIBS Spectrum2 5.00pm• Steve Chittim 6.15pm• Finish 6.30pm

Purpose of today

To review the first 12 months progress of the NIBS Spectrum programme

To share experiences and learn from the successes and challenges each one of us has faced over the last 12 moths

To give opportunities to the Spectrum suppliers to meet you all and to show our commitment

To develop your personal knowledge of the Spectrum programme and move you through the learning stage process.....

Four Stages of Learning

UNCONSCIOUSCOMPETENCE

CONSCIOUSCOMPETENCE

CONSCIOUSINCOMPETENCE

UNCONSCIOUSINCOMPETENCE

NIBS Spectrum Update

NIBS Spectrum Update

103 approved members / 8 pending• 61 MBUK CRF’s• 17 PCABR’s 50%• 67 VW Paint & Body Repairers 35%

NIBS Group strategy is to penetrate the 3 networks with 80% membership into the Spectrum in order to create a significant hook

75% of members have now taken one or more services within the programme

Recent Successes

Saved of over c.23% (+ 10k) on their commercial insurance through NIBS Optimise

Saved c.£10,000 on their waste management through the NIBS Enviro

Saved 50% on their Health & Safety management programme

Received their first 5 jobs through NIBS protect

Saved 42% on passing their PAS125 accreditation

Recent Successes Saved 36% on their mobile telephone calls with the same service provider and secured 10 I-Phone’s instead of standard Nokia handsets

Saved 64% on their employment law programme (£3120) through NIBS HR

Launched the “Mastermind Mentoring Programme” with 22 high level prestige bodyshop owners

Launched the “NIBS Business Club” with 30 delegates

Nominated for Bodyshop Magazine “product of the year”

(MD) Prestige Repairer....

Good morning Paul & Craig, hope you are both well.

How many ways can I articulate the massive, positive impact that the Mastermind Programme has had on my business life and personal, it has been truly life changing...

It has truly exceeded my expectation and my only fear is that “I don not want it to end” It has created a focus, a reality and energy that I thought was not in my tank. My frustration is that I want to put everything I have been taught into practice now! However I know patience is a virtue. My thinking process has changed beyond belief when I walk into my business. Paul has created an energy that I cannot describe. Paul is without doubt the most influential & inspiring individual I have ever come across. Craig, I am not sure how you created this, but may I say what a privilege dealing with NIBS is because not only are you light years of any other distributor group in the industry, you are a true business partner...... Thank you, thank you, and thank you!

(BM) Large Franchise Group....

Hi Craig,

I must say, yesterday’s Business Club meeting was amazing, especially to look at business from a new and dynamic angle with such a high level coach. I expected the day to be heavy going and thought I might be overwhelmed by it all, but the pace and content was superb. It is very clear that we are moving into a dramatically changing marketplace and the timing of the Business Club is ideal, credit to NIBS for identifying this. We are going through huge changes in our company at present and this initiative will benefit me and our company immensely, thanks again and cant wait until the next session.....

Recent Member Comment

“The best programme I have seen in the industry, absolutely blows anything I have seen from my current suppliers out of the water...The concept, content and packages available are mind-blowing”

Top 5 – Independent Bodyshop Group

Distributor Presentation

Robert SnookWaregrain

Everyone has the same initial concerns.

We all want to do a good job...

We all want to be secure when we are doing it...

And we have the same questions too...• Its extra work

• I don’t have the time

• It’s not a main driver for my business

• I don’t understand the value to the customer

• I don’t understand the value to my business

• I don’t understand the value to me personally

• So.............Why should I bother ?

Bother because...

• Either we decide the terms of supply to our customers or they decide for us

• 68% of customers change supplier because the think their supplier doesn’t care

• Our customers want help and new ideas now more than ever before

• A business has but two functions – marketing and innovation - Peter Drucker.

• You must think bigger than your audience or........

• It’s the Account Manager’s responsibility !

Then decide how fast you want to go ?

Or put another way....

How fast do our customers want to go ?

Ensure that it’s a daily culture

• On every internal meeting agenda

• On every customer review meeting agenda

• On all suitable target account agendas

• On your own To-Do list

• Set up a structure to monitor it

Thank You

Questions?

If Spectrum is so good, why do we sill have...

NIBS Group VM bodyshops who are still not registeredNIBS Spectrum members who still don’t understand the programmeNIBS Spectrum members who are still not sure about basic functions (how to login)

NIBS Spectrum members who don’t have confidence in their NIBS distributor todiscuss the programmeDistributors who never speak about the programme to their Spectrum customers

How do we know this?...

October 2010 87 Members (84%) were contacted & asked 4 key questions

1. How often do you access the NIBS Spectrum System?2. What is your primary resource when wanting to find out about initiatives

within the system?3. How would you rate the knowledge of your NIBS distributor in reference to

the content of the programme? 4. How would you rate your overall experience so far of the initiatives/events

with the NIBS Spectrum programme?

NIBS Spectrum Member CSI

Spectrum CSI....the next stage

Ben Tiffin from ARM will now be assisting NIBS Spectrum on an adhoc basis due to his knowledge and systems within the industry

Ben will initially follow up the CSI analysis with each Spectrum member to establish at what position each member is and if any online training or site visits are required

Future online training or site visits can be arranged and charged to distribution

The next chapter...not a new beginning

To continue to Innovative the NIBS Spectrum programmeTo continue to identify & develop new initiatives To upgrade the marketing section to make it industry leadingTo develop backend access for distributorsTo update the design & site functionalityTo create a brand new interactive section

Why Spectrum 2?

Why Spectrum 2?

To launch the interactive client portalsTo develop innovative concepts for potential new clients To enable site changes to be done in-house via CMS backendTo create branding opportunities for approved suppliersTo keep the programme fresh & exciting

New Initiatives for 2010

Video is now the number one marketing tactic due to social media sites such as YouTube

YouTube is now a top five global search engine (5 yrs)

200 films downloaded per minute 2 billion hits per day15 minutes per person per day70% of traffic outside of US

NIBS Media is a video production initiative creating professionally made films to help members engage their customers in ways that photos and text just can’t do.

The service provides everything from script writing, filming, editing, animation and broadcasting.

Prices start from around £1800

Includes:1 day shoot inc interviews & testimonials Creation of company YouTube channelTraining on how to shoot great footage withcurrent hardware such as I-Phone and uploadto YouTube/face book etc

NIBS IN3 is a personal development tool which gives members An insight into themselves and their team

NIBS IN3 can help in areas such as: Employing the right individualUnderstanding of the strengths & weakness of employeesPositioning employees in the right positions

NIBS IN3 is 25 question online evaluator (taking approx 20mins)This then creates a personalised 20 page detailed profile:Personal styleKey strengths & weaknessesValue to the teamCommunicationOpposite typeSuggestions for development

NIBS IN3 costs £125

A series of high quality, powerful online sales training videos which offer members the opportunity to learn and then share the learning’s with your team. These unique training films can be used as part of your company's overall training plan at very low cost and without losing valuable productive time sending people on courses off-site.

NIBS LocatorFleet Locator has now been re-named NIBS Locator

Additional modules added: Fleet Locator, Broker Locator, CV Locator (more to follow)

Fleet Locator will be completely refreshed in January with a 5% go-away promise• This initiative will remain FOC

Additional modules will request postcodes required to get specific count of dataavailable (approx £500 per 1000)

NIBS Locator

NIBS PRWhether it be website content, B2B letter writing or a direct mail campaign

NIBS PR is a low cost, results based public relations strategy that meets the needs and suits members budgets

Examples of projects suited for NIBS PR Guide Price Website full copy write (6 pages) £695Website editing / rewrite (6 pages) £420Press release (inc distribution to media) £250Direct mail (2 sides A5) £250

Fleet PR

NIBS SearchNIBS Search is a strategic website marketing initiative by the partner who delivers the SEO strategy for Motorola

Extensive research has been carried out for the bodyshop industry costing over £5000, looking at industry keywords & phrases, link building trends and suitable website content

The strategy behind this initiative is to help a NIBS Spectrum members gain a high position on search engines such as Google through legal means in their local area

NIBS Search

NIBS SearchFree Spotlight Report – a detailed review which will identify your regional onlinecompetitors – and what they did in order to dominate. This report gives an instant snapshot of your competitive marketplace, and suggests what you need to do in order to come top of the search engines on any NIBS Spectrum members website

3 heavily discounted packages (bronze, silver, gold) starting at just £50 per month

NIBS Search

NIBS RecoverDebt recovery programme

Free of charge member advice service

Unique bronze package (2 letters & two phone calls, followed by a copy claim form" to flush out any

disputes) - £55.00

Specially negotiated commission structure for future debt recovery of 5%

NIBS Recover

“Rewards” A range of special negotiated offers with recognised UK brands.

Current deals with A-Plan insurance, Q-Hotels (dialogue with many more inc Halfords, Interflora)

An unique area which is aimed at to get members to “n-gage” with fellow members and their customers, this section includes a members only forum, up to the minute industry updates, plus....

Sales Tools

Distributor Sales Tool Package

Personalised DL sales Leaflet

Personalised e-marketing campaigns

Personalised Spectrum Promotional Video

Personalised Spectrum e-brochure

Distributor “champion” site login (linked to IP address)

Cost..? £100.00 per month

Porsche Cars GB Approved Body Repairer Portal

Mercedes-Benz CRF Portal

LUNCHBack at in 1.30pm

Jon Pedley

The ONLY way to communic8 effectively

• 70 million mobile phones ‘live’ in the UK• The only communications device that is always on – and always with us• The only communications device that spans all demographics• The only communications device that is an extension of the customer’s self!• The only way to Communic8 effectively, efficiently, intimately and every time

What do bodyshops want to achieve?

• Faster customer contact• More quote conversions• Fewer missed appointments/empty bays• Less frustrations for the customer• Better communication throughout the engagement• A more professional image • Extra sales to satisfied customers• An ONGOING relationship

HOW CAN NIBS COMMUNIC8 HELP?

One system, many applications – four key modules

The Communic8 system offers Spectrum members access to all things mobile and smart - and as standard offers four modules

• INSTANT CONTACT• INSTANT REMINDER• CONSTANT CONTACT• ONGOING CONTACT

INSTANT CONTACT• Send a bespoke SMS in seconds to new prospects – ‘Mrs Jones, sorry to hear

about the accident. We’ve been instructed to contact you. Are you free to talk? Just reply ‘yes’ and we will call you straight away. ABC Bodyworks’

• Allows bodyshops to fulfil contractual obligations by always contacting the client within minutes

• Customer replies ‘yes’ – you’re alerted within seconds by email that they’re free to talk: and they expect your call

• Slicker, quicker, higher contact rate, higher conversions

INSTANT REMINDER

• Automated SMS appointment reminders – end missed bookings, reduce wastage• Automated SMS information reminders – ‘Mrs. Jones, your courtesy car will be

available for collection at 9am – don’t forget your driving licence and cover note.’• Automated annual reminders for MOT, Insurance, Birthday, Christmas etc

All sent as bespoke messages

CONSTANT CONTACT• Instant and accurate updates as the repair progresses: exported directly from the

bodyshop management system• Bespoke SMS messages for the personal touch – ‘Mr Jones, your Audi A4 has now

left the paint shop and will be ready for collection at 10m on Friday’• The system is configurable to send as many or as few SMS updates as you want on

a per client basis – your choice at all times

ONGOING CONTACT• Send 1,000’s of targeted SMS messages at low cost – in seconds. Enjoy a 3% response rate• Market ‘smart’ repairs, wheel-refurbishment – any value added service• Create Bluetooth marketing campaigns • Add a text response option to your advertising, marketing material, premises and vehicles – ‘More info – just text ‘repair’ to 88 886.’

What does it cost?• All four modules are provided as standard in NIBS Communic8 users• Installation – FREE• Training – FREE• Integration to your bodyshop software – FREE• Rental and support of the system – just £125.00 + VAT per month• Outgoing text messages – just 2.9 pence each (bulk purchase options)

• Inbound text messages - FREE

What will it do for the bodyshop?• Faster customer contact• Fewer missed appointments• Improved customer communication • A more professional image • Extra sales to satisfied customers• An ONGOING relationship – more repeat business• A return on investment – one extra job a month, one additional sale of ancillary

product or one less missed appointment and Communic8 becomes a profit-centre

Will it do for you the distributor? .....Yes

• Innovative solution to improve customer contact • Great way to confirm delivery time expectations• Excellent way to distribute special offers at low cost• An ONGOING relationship – more repeat business• Plus many more options, contact NIBS to discuss

System Demonstration

Thank You

Questions?

BREAKBack in 10 mins

Nick MohanHelen Keenan

Customer Loyalty/Customer Retention Programme

Introduction

NIBS Protect is administered and managed by Virtual Insurance Products Limited (VIP).

VIP is authorised and regulated by The Financial Services Authority firm reference number 307038.

This presentation details how NIBS Protect can provide unique customer loyalty / retention programmes designed to drive business back in to NIBS

member body shops.

What do we mean by Customer Loyalty / Retention?

Products and services that :-• Enhance the customers value of the body shops business;• Have high value and low cost;• Are easy to use;• Work;• Deliver work back in to the body shop.

What are the options ?

Web enabled Platform

Giveaway Excess Protection

Key Locator

Web enabled platform

What does this offer the body shop?

The ability to deliver insurance products to customers via a link from the body shops corporate website;

The link can be branded to the body shops identity;VIP provides each body shop with an Introducer Appointed Representative

status under the current FSA regulation (Subject to application terms);The web link enables customers to purchase products via a secure compliant

system;

Web enabled platform (Continued)….

What does this offer the body shop?

The following products are available: – Excess Protection, GAP Insurance, Temporary Motor Insurance;

Commissions on product sales;Opportunity for additional repair work.

LeafletsBranded leaflets are an essential part of the success of NIBS Protect

Other marketing initiatives also available: Posters, E-marketing, Pop up banners

Excess Giveaway

Excess Protection was developed as a solution to help customers who have ever increasing costs to pay to have their vehicle

repaired;Through the platform Excess Protection is available as an optional

purchase;Excess Giveaway has been developed as a customer loyalty /

reward programme.

‘Give Away’ Product – How it works?

The product is issued free of charge to all customers on a mandatory basis.

The agent will load on to VIP’s system a spread sheet detailing the basic underwriting detail (Excel format).

VIP will invoice the agent for the number of units processed monthly.

As there is no sale of insurance this process is not a regulated sale and there is not a requirement to be FSA authorised.

‘Give Away’ Product – How it works?

The customer must return to the agent where the policy was issued to benefit from the cover.

This form of policy is offered for the first year thereafter a standard policy will be offered as a renewal to the customer.

The agent will receive a commission on each policy renewed for as long as the customer renews their insurance.

‘Give Away’ Product – How it works?

Giveaway Excess is available for either a £300 or £500 limit;Giveaway Excess includes Key Locator - Key repatriation service;

Premiums:-Level of Excess Premium Payable per

policy by Agent

£300.00 £21.95£500.00 £28.45

Key Locator

Key Locator is a unique service that offers a benefit to the customer and a marketing opportunity for the body shop;

Key Locator is a key repatriation service, utilising a key fob;The key fob can be branded to the body shops own identity and include their

repair centre / help desk telephone number;

Key Locator sample

Key Locator sample

Key LocatorKey Locator is given away to all customers by the body shop;

The cost of Key Locator is:-£2.79 per Key Fob plus VAT.

This includes product fulfilment;The message in the fulfilment can be used to direct the customer back to the

body shop website to purchase Excess Protection;Key Locator makes use of subconscious marketing;

Key Locator

Key Locator is a simple but powerful marketing tool that adds value to the body shop business and provides a tangible benefit

to the customer.

System Demonstration

Thank You

Questions?

BREAKBack in 10 mins

NIBS Vehicle Solutions

Gary Beynon

NIBS Vehicle Solutions

• Introduction• The Market• Manufacturers• The Strategy• The Process• The Platform• NVS – Evolution (2011)• Q&A

INTRODUCTION – Gary Benyon• 20 years in the motor industry

• Ex sales director of KIA & senior retail experience with Sytner and Marshall Motor • Group

• Group Managing Director of Euro funding limited since 2005 • (asset finance and vehicle procurement operation)

• Currently supply fleet operators with 2000 cars & LCV per annum along with multiple funding options

UK MARKET - 2010

• Total new car registrations to end of October stands at 1,767,154

• Total new van registrations to end of October stands at 187,701

• Total market of 1,954,855 UNITS

• Fleet/small business share of this market is 1,071,278 UNITS

Source of figures – SMMT – 1.1.10 to 31.10.10

UK MARKET - 2010• 2010 market volume over 2009 is up by 4.8%

• Total volume has been supported in period by government “scrappage scheme” by 330,000 units

• Without this, the market would be down considerably

• SMMT forecast next two months will reveal market is in decline but will still total 2.2M for 2010

• Forecast for growth in 2011 is 1.5%, this will come from the fleet sector

UK MARKET - 2010

• Forecast for 2011 is one of steady, economic growth with challenging periods

• Manufacturer growth targeted as coming from fleet/small business

• New routes to market are accepted and supported by manufacturers as long as they are not viewed as “retail substitution”

Market Leaders

• FORD are market leaders with 272,530 units with Vauxhall in 2nd place with 207,256 units

• Best selling car is Ford Fiesta, but Mini – small car segment is falling fast as there are a lack of retail customers in the market

• Van market goes from strength to strength – YTD growth (18.8%), Diesel market shows growth - 4.4%

• Best performing makes are Land Rover (32%); Renault (67%); Volvo (19%); KIA (24%) and Hyundai (15%)

Manufacturer Strategy• Given the sector potential, most manufacturers deal with or want to fleet / small business

market share with exceptions such as high performance and luxury brands

• Manufacturers offer enhanced support terms to the fleet company that manage the supply chain

• All vehicles are supplied via nominated dealerships

• Enhanced support must be used via finance package to produce competitive monthly payments for end user, not to sell vehicles for cash as supplying dealers cannot compete with their standard dealer terms

MAKE MODEL DEALER % ENHANCED % TOTAL %FORD FIESTA 2% 13% 15%FORD FOCUS 2% 24% 26%FORD TRANSIT 15% 22% 37%HYUNDAI i30 9% 17% 26%HYUNDAI SANTE FE 9% 10% 19%PEUGEOT 207 3% 15% 18%NISSAN QASHQAI 4% 9% 13%VAUXHALL CORSA 4% 24% 28%VAUXHALL ASTRA 4% 28% 32%

Corporate Support Levels

NVS – The Opportunity• Manufacturers are looking to maintain & grow market share in a declining

market

• Manufacturers will fully support a corporate strategy which will give them access to quality business and end user databases via a structured route to market and a recognised brand

• NVS Is both a route to market and a brand

NVS – The Objective

“To create a new vehicle supply chain via a IT web platform, supported by an experienced customer focussed fleet team that can offer NIBS Spectrum members the opportunity to supply new vehicles funded, so they can retain the customer during the life of their first purchase and supply them their second and so on”

NVS – The Strategy

• Password Protected Web Platform

• New vehicle pricing with enhanced discounts

• Multiple funded packages to include, hire purchase, contract hire, personal contract purchase and finance lease

• Full customer service process

NVS – The Strategy

• Complete E-marketing module

• Professional supply chain to deliver vehicle from dealer to NVS partner

• Pricing to include benefits to both NVS partner and the client

• In essence, a full fleet management process from initial supply, to lifetime customer management

NVS – Supply

• NVS will only offer into web platform supply which benefits from manufacturer enhanced support

• This programme is not designed to supply all makes for all people

• It is also not designed (at this stage), to provide courtesy cars, but rather aimed at NVS partners clients and their vehicle & finance requirements

NVS – Supply

MANUFACTURERS IN THE SUPPLY CHAIN

FORD VAUXHALL NISSANHYUNDAI KIA MAZDAJAGUAR LANDROVER VOLVOCHEVROLET PEUGEOT CITROENRENAULT HONDA FIAT

NVS – Funders

FUNDERS SUPPORTING THE PROGRAMME

LEX NETWORK / LEASEPLANOGILVIE SG FLEETALD CLOSE ASSET FINANCEING ARVAL

NVS - PROCESS

• Member uses the NVS system to confirm the purchase price to client

• If client is happy to proceed, client & vehicle details are referred via the system to the EF team

• EF team contact client directly to re-confirm vehicle choice, quote finance and close deal

• Order is taken once finance is agreed and order is placed with supplying dealer

• EF team confirm back to NIBS Spectrum member that the order has been placed with ETA

NVS - PROCESS

• EF team handle financial aspect of transaction

• Once vehicle is physical, EF liaise with client & NVS partner to ensure professional handover of vehicle at NVS partner premises

• NVS partner secures client into fleet management cycle to ensure they take advantage of FOC inclusive offering

NVS – “USP”• NVS partner can offer their clients a full fleet management solution which every vehicle

includes:

Annual inspection for the contract life of the vehicle 1 x SMART Repair 1 x Valet per year Insurance excess cover End of life fleet inspection

The monthly payments include the provision of the above and delivery of the vehicle

NIBS Vehicle Solutions Platform

Question & Answers

Thank You

Questions?

BREAKBack in 10 mins

System Demonstration

Summary....

NIBS have given you a great opportunity to give your customers something unique

Take time to understand how this programme can help you align your business to your customers needs...

Get involved, otherwise your customers will hear about this from someone else...

That 1 extra degree of effort can make all the difference.....

Steve Chittim

Thank You

Have a safe journey