CONFERENCE: New Thinking in Aftersales - How to boost profitability

Aftersales Conference

NEW THINKING IN AFTERSALES: How to boost profitability
An Auto Retail Network Conference in association with Total and RTS

Date: Thursday 21st September 2017, 9.30am to 4.00pm
Venue: The Hilton Hotel, Coventry CV2 2ST

To book your place call Ros on 01572 724 687 or click here to book online.

This conference from ARN will challenge all you thought you knew about running a successful aftersales business. In one inspirational day we will help you to rethink every aspect of your operation. From booking-in jobs to managing workflow, from IT to customer retention, every detail of the aftersales operation will be examined from a new viewpoint, encouraging you to challenge traditional ways of working to become more profitable.

This conference is presented against a backdrop of rising car registrations and matching service plan sales, yet declining profitability in the aftersales arena. It is designed to address this imbalance between sales and profit by exploring the latest thinking in re-engineering the aftersales workflow to maximise efficiency, and in turn profitability.

Our impressive line-up of speakers includes experts in technology, workflow-planning, lean processes, and customer recruitment and retention. Their innovative approach to the provision of aftersales services represents the pinnacle of the industry.

Do not miss this opportunity to revolutionise your aftersales operation to grow profits.

Conference Key Topics

• Opportunities and ideas for future planning – the appliance of science • Recruit, retain, develop – it’s a people thing • Raising the bar on aftersales communications • Let’s look outside the UK • Customer delight

Confirmed Speakers

• Malcolm Miller FIMI, managing director, RTS Group • Paul Dillamore, managing director, Urban Science • Gavin Ruddick, aftersales director, Lookers plc • Richard Price, aftersales director, BMW UK • Paul Smith, commercial director, RLA

 


Agenda

  • 9:30am: Welcome, Rupert Saunders, managing director, Auto Retail Network
  • 9:40am: Session introduction, Mike Jones, chairman, ASE
  • 9:55am: Opportunities and ideas for future planning – the appliance of science, Paul Dillamore, managing director, Urban Science
    Do you know precisely how efficient your working processes are, and could you work your assets harder? The answer is almost always ‘yes’. If you’ve got your efficiency nailed, or if you need to generate more business, are you making the most of the opportunities within your local vehicle parc? The market is likely to change in the coming years, but what’s likely to differ in future? And how can you best position yourself now to take advantage of the opportunities these changes will create?
  • 10:30am: Process, speaker to be confirmed
    Everyone wants a more efficient workshop, but do you know how efficient you are now? Are you recording the right information? Once you know exactly what’s going on, are there other models you could be using? Is you operation as lean as possible and how far can you down this route? Looking ahead, is your workshop really fully booked for the next month? Or could you be bringing in more business?
  • 11:05am: Refreshment break
  • 11:30am: Recruit, retain, develop – it’s a people thing, Malcolm Miller FIMI, managing director, RTS Group
  • 12:05pm: Q&A / round table discussion session: tools/people/process – what steps are they taking to address these issues? Gavin Ruddick, aftersales director, Lookers plc, session speakers & Richard Price, aftersales director, BMW UK
    How often have you heard the phrase ‘people are our greatest asset’? In providing aftersales service this line is never more true, but do we really live up to it? The quality of customer service our advisors, managers and contact staff deliver is down to three things; recruiting the right people, delivering excellent learning and development and supporting staff as they grow with your business. But the landscape is changing with increasing customer demands, employee expectations – particularly from generation Y - and a rapidly changing retail environment.
  • 12:30pm: Lunch
  • 1:30pm: Session introduction, David Hawkins, director, Loyalty Logistix
  • 1:45pm: Customer delight, Piers Alington, managing director, Feedback Ferret
    CSI scores – are they still relevant or just another manufacturer whipping post? Online reviews – do you really understand them? What can we learn from other retail markets?
  • 2:20pm: Raising the bar on aftersales communications, Paul Smith, commercial director, RLA
    For customers, dealers and marketers alike, mobile has forced a complete rewriting of the rules we are used to. The expectations for relevant, personalized and assistive experiences continue to skyrocket and your ability to embrace this opportunity will be the difference between growing your business and not over the coming years.
  • 2:55pm: Q&A / round table discussion session: customer delight & retention – what steps are they taking to address these issues? Gavin Ruddick, aftersales director, Lookers plc, session speakers & Richard Price, aftersales director, BMW UK
  • 3:20pm: Let’s look outside the UK, speaker to be confirmed
    A personal presentation from the aftersales director of a major overseas aftersales operation.
  • 3:50pm: Closing remarks and departure

Conference Rates & Booking

ARN publication subscriber rate - £265 + VAT

Non-ARN publication subscriber rate - £399 + VAT

To book your place call Ros on 01572 724 687 or click here to book online.

For terms & conditions, click here.

 


About the Speakers

 

Malcolm Miller

Malcolm Miller FIMI, managing director, RTS Group. RTS work with many of the leading automotive brands and their Dealer partners in the UK and around the world, with a China office recently added. Malcolm has a wealth of experience in developing people with many manufacturers and founded the Mazda Academy.  As a father of three ‘generation Y’ adults he has insight into the changing expectation of employment.

 

Richard PriceRichard Price, aftersales director, BMW UK Ltd. Richard has worked within BMW UK for the last 29 years performing a number of roles within BMW’s Sales and Aftersales Departments. In January 2013 Richard moved to the role of Aftersales Director, assuming responsibility for BMW’s commercial operations in addition to vehicle and parts distribution.  This includes responsibility for Customer Service, Warranty and Technical support allowing him to continue to drive increased levels of customer satisfaction.

 

Paul DillamorePaul Dillamore, managing director, Urban Science. Paul was appointed managing director of Urban Science’s Reading office in early 2011. Prior to that Paul successfully established the Urban Science solutions in the Russian Automotive sector. He has also held leadership positions on assignments with Skoda and Saab. Extremely detail-oriented, Paul loves searching through the data to find insights. It’s this passion that feeds his desire to help clients do the things they can’t do themselves.

 

David HawkinsDavid Hawkins, director, Loyalty Logistix Ltd. David is founder of Loyalty Logistix Ltd who for the past 14 years delivering the Loyalty Logistix customer experience, retention and renewal solution to a global set of clients. His experience comes from 30 long years in the Automotive Industry. This history gives him a unique insight and experience to our industry and which benefits his Global Clients.

 

Paul SmithPaul Smith, commercial director, RLA. Paul is the Commercial Director at RLA: an automotive specialist creative and technology agency based in Bournemouth and London, and a wholly owned business of the Mission Marketing Group plc – the 9th largest UK-based marketing communications group, with 25 offices across the UK, Asia and the USA. In the last 12 months, Paul has hosted a brand evolution conference for Scania Africa in Johannesburg, presented a digital future technology conference in Singapore and Shanghai and is currently rolling-out a new global customer reward programme for 27 markets for BMW and MINI in Munich.

 

Piers Alington

Piers Alington, managing director, Feedback Ferret Ltd. Piers is Managing Director and Co-founder of Feedback Ferret Ltd based in Marlow, Buckinghamshire. Established in 1998 by Piers Alington and Mark Spicer, the company started by developing innovative technical solutions and associated consulting services for marketing data. In 2002 they launched their Feedback Ferret technology for analysing customer feedback comments, so that organisations could begin to understand the words that customers used to express their expectations and experience, in a way that had never before been possible. In 2009, they renamed the company ‘Feedback Ferret Ltd’ to reflect their total focus on feedback analysis and reporting services.

 

Mike Jones

Mike Jones BSc FCA, chairman, ASE. Mike has over 15 years’ experience in the Automotive Industry, having worked for ASE and its’ sister company, Trevor Jones Chartered Accountants. Being initially responsible for the audit practice he built strong relationships with his portfolio of clients and grew the business substantially more than doubling turnover in 3 years. Mike then took over responsibility for the overall Trevor Jones practice, working increasingly closely with banks brands and retailers to improve retailer profitability and reduce risk of business failure.

 

 


 An Auto Retail Network Conference in association with:

Total RTS Logos

 

 

 

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Price: £399.00

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