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The Dealers’ Guide
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Introduction Why & Why Not Dealer-as-a-Buyer Dealer-as-a-Seller ◦ Dealer Parts Websites ◦ Wholesale Portals ◦ Retail Portals ◦ Mass Marketplaces ◦ Locators 2 Summary & Actions System Integration Special Cases Challenges What’s Next? Wrap-Up Parts E-Commerce – Online Parts Trade No one right solution (unlike main dealer websites) Some dealers need multiple solutions Solutions depend on dealer’s franchises and off-line parts business
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Why listen to me? ◦ Since 1985 – Automaker/Dealer Parts Systems ◦ North America, Europe, Japan & China ◦ 1st Electronic Parts Catalog (1986) ◦ 1st Parts E-Commerce – Automaker Portal (1999) ◦ 1st Wholesale Parts Portal (2000) ◦ 1st web parts locator, order referral (2002 -2009) ◦ No Horse in the Race ◦ Structured / Actionable 3
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Why Listen to Parts E-Commerce Presentation? ◦ Your Customers ◦ Your Competitors ◦ Your Costs ◦ Results Sell More Parts Lower Costs Related to Sales (processing, returns, …) Lower Purchase Cost of Some Parts Without Adding Staff or Increasing Capital Invested ◦ Not Obvious: > 20 Suppliers; 6 Types (with distinct benefits, costs, buyer segments); 50 Solutions 4
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5 AM crushing OE; Volumes Substantial DST reports transaction volumes same order of magnitude as IAP & WHI Approaching $1B/mo. >10% annual growth
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6 Dealer-as-a-Buyer (DaaB) Overview ◦ D2D – Idle & Urgent ◦ AM Dealer-as-a-Seller (Daas) Overview ◦ B2B, B2C, D2D ◦ Portals, Dealer Websites, Locators, Mass Marketplaces ◦ Parts, Accessories, Tires, Merchandise Buyer/Seller Chaos
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7 Mechanical Repair (All & Fleet only) Collision Repair DaaS - Segmentation Solution Clusters
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Consumers & Semi-Pro Buyers ◦ Natural, convenient and faster – particularly for younger and “digital” customers ◦ Searching the web is what digital buyers do Price shopping 24 x 7 to research, search and order ◦ Web educating more DIYers to do more ◦ Economy – financial pressure to DIY ◦ Wider range of OE (ex: VPI, Performance) & AM Parts 8
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Mechanical Repair Professionals ◦ Already switched to parts e-commerce for AM parts due to discounts (most orders) ◦ 24 x 7 & Never on hold ◦ Integration to Shop’s Systems ◦ Online Access to order info/status – current/archived Collision Repair Professionals ◦ Same as for Mechanical Repair Plus: ◦ Automakers’ Parts Program (discounted parts) ◦ Access to automaker technical info ◦ Future: Compliance w/ Insurance Company programs 9
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How Selling Via E-Commerce Benefits Dealers ◦ Some parts buyers require parts e-commerce and more are shifting to e-commerce ◦ More ordered (related parts, conquest/conversion) ◦ Faster & easier to process digital than phone or fax orders (plus save the inbound toll-free charges) ◦ Potential for fewer returns (180° change) 10
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Costs ◦ E-Commerce is not free for sellers ◦ Pricing – in a few cases – tricky as old cell plans ◦ Returns can be higher (though recent industry experiences are the reverse) Culture ◦ Digital buyers’ expectations are higher and heading higher – immediate accurate responses ◦ Digital Orientation required Customers ◦ Some customers not ready; others inconsistent Failure is an option 11
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AM ◦ Advantages of selective purchases via e-commerce: Discounts for purchasing via e-commerce Single source: makes not covered by dealer’s franchises Speed and accuracy of ordering Availability and delivery timing ◦ Scenarios Parts for vehicles in dealer workshop (franchise/not) Used car prep (maintenance, repair and restoration) Good/Better/Best service parts ◦ Platforms: WHI, IAP, DST OE: Idle / Urgent 12 WORLDPACNAPA CARQUESTAutoZone
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Website dedicated to selling parts ◦ Cousin Larry Can’t Build – Catalogs & Billing ◦ Parts – Plus Accessories & Merchandise ◦ > 90% FedEx, UPS or USPS shipment ◦ B2C now, B2B extensions emerging Benefits ◦ Increased sales (most incremental for dealer) ◦ Low Returns (if done right) ◦ National [International] reach – different market Easy & Quick Set-up /Maintenance TradeMotion, Parts Website, RevolutionParts, SkyParts, Reynolds & Reynolds, WHI, Others 15 Issues: 1.Brand vs. New Brand 2.Domain Name: OE IP; Dealer IP/Subdirectory
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ROI ◦ A >> Z / (X ∗ Y) A = Website Sales / Month Z = Fees for Website / Month X = % Gross Margin on Retail Parts Y = % Sales that are Incremental ◦ Set S&H to cover actual costs ◦ Charge restocking fee that covers returns ◦ Upsides Retained customers that might have left w/out website Productivity gains from streamlined order processing 16.1
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Segments: IRF, Fleet, Collision & Dealer (D2D) Wholesale Buyers ◦ Pricing specific to each wholesale account ◦ Buyer needs to know quickly if/when deliver parts ◦ Primarily Local Delivery or Pick-Up; Dealer Invoice ◦ Potential for Incentive Programs ◦ Buyer system integration Benefits ◦ Customer satisfaction & retention [pre-existing trading partners] ◦ Moresales (related parts, conversion); new customers ◦ Greater order processing productivity Mechanical: OEC, WHI, DST, Infomedia, Lexcom Collision: OEC, Infomedia & WHI 17 Issues: 1.Very different from Retail 2.All-Makes vs Franchise 3.Where $$$ is; Effort
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ROI ◦ (Y ∗ X) >> Z Z = Portal Fees / Month X = % Gross Margin on Wholesale Parts Y = $ Sales that are Retained + New/Incremental ◦ Upsides Productivity gains from streamlined order processing Lower parts returns ◦ Upfront Costs / Efforts 18
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After catalog search, Buyer picks (local) Dealer Parts, Accessories, Merchandise & Special Parts Often an automaker program/solution Benefits ◦ Marketing muscle [top 10 search results] ◦ New sales (related parts, conversion); new customers ◦ Greater order processing productivity Risk: Non-Participation in OE-sponsored Tool Ford (FordParts.com – OEC); Honda (eStore); Chrysler (Mopar eStore – Chrome Data), Nissan (eStore – TradeMotion), … 19
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ROI ◦ A >> Z / (X ∗ Y) A = Portal Parts Sales / Month Z = Portal Fees / Month X = % Gross Margin on Retail Parts/Accessory sales Y = % Sales that are New/Incremental + ‘Saved’ ◦ Upsides Productivity gains from streamlined order processing Lower returns 20
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Primarily B2C – AM, OE, Used Parts, Accessories, Merchandise & Special Parts Many Buyers Price Sensitive: Idle/Overstock Benefits ◦ Marketplace brand recognition & traffic HUGE - WW ◦ Marketing and advertising muscle ◦ New sales (related parts, conversion); new customers ◦ Greater order processing productivity Segments: Set Prices; Auctions; Classified Ads eBay; Craigslist; Amazon 21
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ROI ◦ Transaction Fees Primary Determine which parts you can afford to sell For idle, if all else fails, part of a loaf is better than none Work with Marketplace Partner Non-transactional fees waived Listing & Shipping Automation tools available ◦ Upsides Productivity gains from streamlined order processing Idle reduction ◦ Upfront & Fixed Costs 22
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Two Types ◦ OE-Sponsored ◦ Independent Use: ◦ Buyer searches for parts available (in stock) ◦ Locator provides list (by distance) of matches ◦ Buyer selects seller(s) from list of matches ROI ◦ OE-Sponsored: More compliance than profit motiive ◦ Independent: Same as for Retail Portal 23
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24 Summary Legend s = secondary / minor or emerging Comp = component / joint marketing
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Action Plan ◦ Buying Parts If in wholesale, participate in automaker D2D programs If service other-than-franchised: online buying discounts Investigate policy to buy idle parts (>$X if non-urgent) ◦ Selling Parts Consider and Re-Consider Automaker Programs Look for Automaker Funding of Other Programs If Idle is more than minor pursue online sales If not in wholesale, try Retail Portal or Parts Website If in wholesale, study/consider Wholesale Portals 25
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DMS ◦ Basic parts e-commerce is DMS independent – not so for many advanced features/capabilities ◦ DMS Integration value highest for: B2B, high volume ◦ Dealer-as-a-Seller Availability from DMS MSRP from DMS Customer’s Matrix Price from DMS Order Parts / Quantity to DMS Status from DMS 26 Considerations: 1.DMS Integration Certification 2.Capabilities Vary by DMS
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DMS [Cont.] ◦ Dealer-as-a-Buyer P.O. Populated / Integrated across DMS applications Improved parts receipting Shipping ◦ FedEx & UPS ◦ GPS / Routing – Your Delivery Fleet [Elite EXTRA] Wholesale Buyer System ◦ Mechanical Repair Shop Systems ◦ Collision Repair Shop Systems E-Commerce to E-Commerce [Example: Portal to Marketplace] 27
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Accessories Merchandise Niche: Vintage, Performance Tires Idle Dealer Groups ◦ Dealer Websites Branding, Referral ◦ Trade between stores 28
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Responding to Customers (to their satisfaction) ◦ Availability ◦ Delivery day/time ◦ Accurate price (B2B and D2D – not B2C issue) Dealer Systems Integration Returns Part Numbers Customer adoption uneven 29
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Continuing shift to e-commerce: ◦ Locators ◦ Idle solutions (including bulk) Parts & Service sites Parts & Accessories: In-a-Box & Installed Prices Blurring of lines ◦ Portals will add dealer parts “micro sites” ◦ Locators will add parts catalogs and/or “micro sites” ◦ Catalog Improvements: Automaker web EPCs become more useable by non-experts while All-makes OE catalogs become more accurate, complete 30
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Thank-You For more: www.fellowesresearch.com 31
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