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
This new ownership allows us the opportunity to better
serve our UK, European and internationalclients.
We are well positioned for future growth in a nascent, global market
and expansion is well under way. Inflexion has introduced sector
specialist David Riemenschneider as Chairman, who will work
alongside founder and CEO Kim Sandom and the companies senior
development to date and we are delighted to
with the Inflexion acquisition to ensure our
next phase of exponential growth.
Their proven ability to support high growth
businesses, combined with their experience
expanding businesses internationally, make
them an excellent fit for us. We look forward
to drawing on their experience to help us
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
customer retention in relation to
renewals for all vehicle and
motorcycle finance contracts types
for both new and used assets that
make up your portfolio
• Improves retailer lead
management and CRM
practices
• In line with customers business
rules, AF will look to delight
customers by promoting shorter
change cycles with, whenever
possible the lowest cost of
motoring. Ultimately culminating in
increased underwriting for
Customers and improved sales
volumes for the products you
represent. The benefits of achieving
and maintaining renewals
performance cannot be overstated.
Finance customer renewals
represent the most efficient route to
achieving sustainable sales growth
and market share for all
stakeholders. Moreover, below the
line finance promotions can be
deployed without negatively
impacting above the line activities.
AF’s Portfolio 3Sixty (P360) Customer
Retention Software will allow for the
astute application of tactical offers
enabling compelling change plans to
be engineered and offered to
customers in a consistent manner.
Simple management disciplines coupled
with an enhanced approach toward
customer engagement and interaction
will be achieved in part by leveraging
our Customer 3Sixty (C360)
Smartphone Communications Platform.
AF feels certain that this approach will
be welcomed by an overwhelming
majority of customers, resulting in a
significant and sustainable uplift in
customer engagement and therefore
renewals performance across all
brands within your portfolio.
Our proposal aims to deliver the very
best performance increase for
Customers that is not simply
sustainable, but acts as the
springboard for our collaborative
approach in respect of designing and
delivering exciting programme
developments.
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.

• Our web interface has been
designed in collaboration with
existing clients retailer networks as
well as external focus panels to
ensure ease of use and a first class
UX.
• Marketing campaigns can be built
for broadcast at national, regional
or local level as well as by individual
retailers. Moreover, AF create fully
matched consumer offers using a
number of parameters taking into
account your rulebook as well as
those of your brand partners, our
automated processes will cross
match and link your marketing
campaigns to vehicle models, with
drill down to engine size, fuel type
as well as trim levels. This fully
automated process that we refer to
internally as OOP has been
perfected over a number of years
and provides fully optimised and
compelling customer repurchase
propositions at considerable speed.
Thereafter, these ‘opportunities to do
business’ can be fully flexed as per
individual customer needs and
retailer requirement to bespoke each
offer. This can be achieved at batch
level or single contract view.
• We have designed a highly visual
customer-facing screen that we refer
to as ‘Carousel.’ This single customer-
facing screen allows for all your
requirements to be easily met.
• Predicting and mitigating risk together
with building future value predictions
underpins the core data services AF
provide to the fleet and leasing sector
and is central to our companies DNA.
Consequently we feel certain that we
will be in a position to meet any
requests that you may have in respect
of retail renewals.
images & values for illustration purposes only
• Our statistics to date illustrates
that most regularly users want to
access our P360 software via
desktop, laptop and or iPad.
• Sophisticated SMS/Email customer
communications tools are available.
Messaging can if desired be controlled
and actioned directly by Customers,
providing Customers with the
opportunity to better control the
quality and continuity of message
delivery
• Mobile smartphone optimisation a
variation of C360 for internal use is
currently in production
• We incorporate a hierarchical login
convention that allows for various
views of the data held within the
system
• We provide a suite meaningful near
real time business centric reports
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
our existing financier relationships. Furthermore,
Autofutura is registered with The Information
Commissioners Office on their Register of
Data Controllers with the following reference
Z9730174. In addition, we are in the process of
working toward securing ISO27001 certification.
In addition, AF has successfully passed
comprehensive audits as conducted by Lloyds
Banking Group, Vauxhall Finance as well as FCA
Bank.
•We have a number of protocols in place that
allows us to receive and import data and have
Data Supplier Agreements in place with CAP-HPI,
IDS, Autovista and JATO for the UK and Europe
together with regional and local vendors in other
global markets.
•We can accommodate dealerships both small
and large
•All retail and fleet finance products can be
accommodated within our solution
•All data types can be ingested into our
programme to identify and segment
customers predicated on their position of
parity

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

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

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

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
now. As a consequence we greatly welcome
the opportunity to collaborate with
Customers together with your brand
partners, as you may deem appropriate to
work closely together to create a bespoke
development roadmap.
We propose that product development
will best be achieved via a series of
3 month design sprints.
This approach is both agile and focused,
the combination of which promotesexcellent
design and importantly completion of tasks in
a timely manner.
Powered by technology, mobile technology in
particular, we have seen and continue to see a
rapid shift in how consumers consume. We
firmly believe that the retail automotive
industry will increasingly move to an
environment of greater ‘Customer Self Serve.’
We see OEM’s and their captive financiers as
fuelling this change by providing new
and exciting channels to reach consumers
directly. These channels will ultimately put
the showroom and all associated showroom
services directly into the hand of the
consumer by way of the smartphone.
This will facilitate direct engagement with
consumers on their terms with the brand(s)
of their choice. When I say brand, I include
the captive in this statement. After all, the
customer has a single vision and thinks only
of the make of his/her car/motorcycle and
doesn’t separate brand from financial services.
In recent times we have seen the advent of
Subscription Motoring, Ride Sharing as well as
on demand car rental by the hour, for example
Zip Car.
The change that will be witnessed in the
retail space over the coming 5 years will be
considerable and over the coming 10 years
seismic. AF believes that we will shortly
reach a tipping point where consumers will
expect to access mobility through multiple
sales channels and environments just as we
do for other purchases. Rockar would be a
good example of what the changing face of
motor retail looks like, soon to be followed
and doubtless enhanced by Lynk & Co from
the Geely stable of automotive brands, and
whist in its infancy, Amazon Auto will be
seriously invested as disruptors in the
automotive space before too long.
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
Customers Account Director who will
act as your Single Point of Contact
(SPOC). In turn, AF’s back office
personnel and infrastructure as
required will support your account
director internally. The individual we
appoint will be of sufficiently high
caliber and posses all the necessary
skills, knowledge, ability and
professionalism to conduct him or
herself at all times in accordance with
the requirements as required by
Customers. In addition, AF proposes that
your Account Director will be
embedded at your Bracknell office one
day per week. This will ensure total
immersion with the Customers
Renewals Programme, as well as
fostering a spirit of oneness and unity
within the wider Customers team.
AF’s Account Director will attend a
monthly review meeting to:
• Discuss overall service provision
and any issues requiring action.
• Review progress on any actions
agreed in previous meetings
• Assess any savings initiatives
planned or in progress
• Review KPIs and delivery of
SLAs Review of invoices
and budgets
• Discuss any potential future
developments
• Discuss any current internal or
external challenges and/or
opportunities

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