Renault dealer Kineholme boosts profits with bespoke Service Plan solution

17 November 2017

EMaC partnership delivers 733% year-on-year increase in Service Plan related revenue.

Family owned franchised Renault dealer, Kineholme Garage Ltd, in Otley, has increased its aftersales revenue by more than £165,000 in the 12 months since partnering with EMaC, a subsidiary of Innovation Group. By working together, Kineholme has created a simplified approach to service plan pricing that has proven to deliver significant bottom line benefits within its first year of implementation.

Historically, Kineholme had utilised a relatively complex Service Plan quotation system that could take up to 10 minutes to complete for each customer.

By working closely with EMaC and simplifying the quotation process, Kineholme now offers its customers a tailored Service Plan solution in a fraction of the time.

In addition, the customer journey is largely driven by email communication and this has contributed significantly to the overall success of the new process. This bespoke solution has seen Service Plan sales rise from just 52 in 2016 to 433 to date in 2017, with a corresponding increase in projected aftersales revenue.

Darren Buckley, Aftersales Director, Kineholme Garage Ltd, comments, The Service Plan solution we’ve created in partnership with EMaC gives us a revenue stream that simply did not exist previously. The simplicity of the pricing structure and the technology behind the process make it a win-win for our customers and for us.

As a result, we’ve also improved wider aftersales upsell opportunities by over 20%, further boosting our profitability; and it’s not just our service advisors who are rewarded financially for their efforts. The increase in labour hours is a boost for our technicians who earn a commission on the hours they work in the workshop. Both customer and staff loyalty have benefitted as a result of our approach to service plans, making it a no-brainer for our business.

Adrian Willard, Sales Director of EMaC, adds, We work closely with customers like Kineholme to ensure we deliver solutions tailored to the specific needs of their business. By listening to dealers we can create streamlined, profitable plans that reflect a business’s ethos, helping them meet the needs of their customers and radically boost revenue across the organisation.

EMaC launches AutoQuote

12 September 2017

EMaC, the UK’s leading provider of service plan and customer retention schemes to the UK automotive industry, announces the launch of its new AutoQuote service, an important step in improving the service delivered to dealerships. The automated process delivers a service plan quotation, alleviating the administration burden dealers can face, whilst helping to boost Service Plan sales and dealer revenue/profitability.

AutoQuote uses data received from a dealership to generate quotes, which are then sent to the retailer ready to be printed for the customer. Dealers use the customer’s unique quote number to finalise the sale. Alternatively, the dealer can email the quote to the customer.

John O’Donnell, Managing Director of EMaC, comments: Dealerships often tell us it’s difficult to create service plan quotes for every customer due to time constraints, especially if they have a queue of customers waiting. So we’ve taken this on board and launched AutoQuote with the specific aim of solving the issue and saving dealers valuable time by producing automated quotations that can be handed to the customer there and then.

AutoQuote also offers dealers an opportunity to follow up a quote with an email or a call to help secure a service plan sale, further increasing their revenue stream. The new streamlined quotation process really is making a difference in a competitive market and marks our commitment to helping dealers maximise opportunities and enhance customer retention.

Martin Purcell appointed Sales Development Manager for Ireland

23nd August 2017

EMaC, the UK’s leading provider of service plan and customer retention schemes to the UK automotive industry, continues to invest in the strength of its Ireland operations. Martin Purcell joins EMaC as Sales Development Manager for Ireland, bringing extensive motor industry experience and a first hand understanding of the challenges and opportunities that dealers face when securing and delivering aftersales and servicing business.

Martin joins EMaC from BMW Ireland, where he was Trade Parts and Bodyshop Business Development Manager. Previously he was after-sales manager and service manager at several dealerships, including HB Dennis Motors and Stuarts Garages, both in Dublin, giving Martin a clear insight into the sales and administration demands dealers face on a day-to-day basis.

John O’Donnell, Managing Director of EMaC, comments:
Martin has over 20 years of valuable expertise in the aftersales and dealership landscape in Ireland, making him the perfect addition to the EMaC team. This appointment underlines our commitment to bringing EMaC’s market leading service solutions to the Irish market.

John O'Donnell appointed MD of Innovation Group's EMaC division

30th January 2017

John O’Donnell has been appointed Managing Director of Innovation Group’s EMaC division, the UK’s leading provider of Service Plan and Customer Retention Schemes to the UK automotive industry. Neil Hodson has resigned his position as interim Managing Director and has been replaced by John.

John has been with Innovation Group for three years, previously serving as Sales Director of the UK Motor business, and he brings a wealth of knowledge and experience to this successful and rapidly growing operation.

Matt Porter, Innovation Group's UK CEO, commented:
"We're pleased that John has agreed to lead one of our most exciting UK businesses. EMaC has enormous potential to expand its service plan capability and to launch new products and services for automotive clients, both in the UK and internationally."


John O'Donnell added:
I'm taking on responsibility for leading EMaC at an exciting time for the business. With an accomplished team of industry experts and a number of innovative new products in the pipeline, EMaC is ideally positioned to continue its growth. I'm looking forward to working with our clients to drive collaborative product development and ensure that EMaC remains the leader of technology-enabled retention solutions.

Neil Hodson joined the business to facilitate the handover from founder, Angela Barrow, and this process is now complete. We thank Neil for his contribution to EMaC and wish him well in his future endeavours.

EMaC once again receive the AM Dealer Recommended accolade for sixth year in a row!



EMaC are proud to have won this stamp of approval once again and we thank all of the dealers who voted for us!

The Automotive Management’s annual Dealer Recommended programme allows their readers to have their say about the companies they believe offer the best service, and the Service Plan sector once again saw EMaC recommended by AM readers for 2017!

EMaC receive Motor Trader Quality Award for Service Plan Provider of the Year 2016!



We are delighted to announce that EMaC have received the Motor Trader Quality Award for 'Service Plan Provider of the Year 2016'!

The inaugural 2016 Motor Trader Quality Awards recognise and reward best practice from dealer product and service providers across 10 categories. The awards were presented at a special networking event at The Church House in Westminster, London, on 1 December 2016.

EMaC becomes part of the Innovation Group

EMaC, the UK’s leading service plan specialist has been acquired by the Innovation Group, a global provider of business process services and software solutions to the insurance, fleet, automotive and property industries. It is a move that both parties believe will enable EMaC to accelerate its growth trajectory.

Angela Barrow, who successfully led the MBO of the business in 2011, will continue to lead the EMaC business as it gears up for further expansion, both in the UK and internationally commented;

This latest chapter in the EMaC story is a very exciting one, which will support our aims to broaden our proposition and move into new markets. The EMaC brand will continue to be an active part of the UK motor retailing landscape and all of our many customers can be assured that they will continue to benefit from our distinctive service led ethos. What is certain is that this change will enable us to accelerate our development plans.

CEO, Angela Barrow

Commenting on the acquisition, Andy Roberts, Chief Executive Officer of Innovation Group, reflected:

We are delighted to welcome Angela and her team to the Innovation Group. Throughout the due diligence process, it became increasingly clear that there is a great fit for both of our businesses, culturally, in our shared growth aspirations and our complementary areas of expertise. Together, we are very optimistic about the future potential for EMaC within our business.

EMaC will continue to operate from its Crewe headquarters and operate as a distinct business with the Innovation Group.

EMaC shortlisted for national customer experience award

  • The only automotive company selected for prestigious UK customer service awards
  • Recognised for the combination of technology and personal experience
  • Competing with established brands including Scottish Water, TripAdvisor and Wowcher for its CRM capabilities

EMaC is delighted to announce that it has been selected as a Finalist in the UK Customer Experience Awards 2014.

Now in their 5th year, the Awards celebrate and reward excellence in customer experience and support organisations and businesses that wish to promote an exceptional customer experience.

The awards feature a wide range of household brand names. However EMaC, which has been shortlisted for the Customer Relationship Management category, is the only business representing the automotive sector. IN the finals, which take place on September 25th at the ExCel in London, EMaC will compete against Scottish Water, TripAdvisor, Wowcher and AmicusHorizon for the CRM award.

We were all delighted to hear that we have been shortlisted for such a prestigious award. Over the last decade, we have consistently shown how we can make CRM come to life at a new level. Combining great technology and great people, we have demonstrably shown the way in which service plans can benefit dealers. It is the combination of people and technology, which is so important and it is this that the judges have singled out in short-listing us for this award.

CEO, Angela Barrow

About Awards International

Awards International is dedicated to running successful awards programmes including: The UK Customer Experience Awards, The UK Digital Experience Awards and the soon to be launched UK Employee Experience Awards in addition to supporting in the delivery of the CIM’s Marketing Excellence Awards and the Patient Experience Network’s National Awards.

Making Servicing Easier to Buy - Customer Direct

Increasingly, today’s consumer manages their lifestyle on-line and does so when and where it suits them. Predominantly, this is likely to be in the mid to late evening on a tablet or smartphone. EMaC has developed an innovative digital application to help them to choose their vehicle servicing from their chosen dealer at that very time.

Customers can find the portal through the dealer’s website. Once on the application, the customer can discover the features and benefits of service plan, select core servicing over an agreed period and opt to add additional services, such as an MOT, including it in their quote. The whole aim is to provide the customer with choice and control as they purchase a plan online.

First to launch an online service plan product in the showroom ten years ago, we are delighted to be offering a customer portal that dealers can use to engage with the growing number of consumers who choose to manage their lifestyles on-line. Customer Direct is an exciting innovation that we believe can help dealers to connect to both existing and new customers. Certainly the feedback from dealers testing the system has been very encouraging

CEO, Angela Barrow

Following a significant investment and dealer testing, Customer Direct, which is designed to work alongside EMaC’s all new E-volve operating platform, will be rolled out to participating dealers from July 2014.

Setup on the dealers website is quick and simple, with complete control over service prices and promotion campaigns given to the dealer, all supported by EMaC’s dedicated support teams.

The One Millionth Service Plan with EMaC

In its 10th year of business, service plan specialist EMaC has achieved a major milestone with the news that, it has now written its one-millionth service plan.

Having established the value of service plans with the first digitised quotation and management process, EMaC has firmly established the value of their innovative approach by measurably helping dealers to enhance levels of both retention and absorption.

CEO Angela Barrow observes;

This is quite a landmark occasion for us. Having started the business in the PDI area of a dealership, we have grown by working with and listening to dealers. Our new digital platform is an example of this listening approach. This is quite a landmark occasion for us. Having started the business in the PDI area of a dealership, we have grown by working with and listening to dealers. Our new digital platform is an example of this listening approach.
This is quite a landmark occasion for us. Having started the business in the PDI area of a dealership, we have grown by working with and listening to dealers. Our new digital platform is an example of this listening approach. If we make it look easy, then I’m delighted because Like a swan calmly moving across the water without apparent effort, beneath the surface the team is paddling hard to support our dealers and looking forward to helping the next million customers to stay loyal to their dealer.

Change Cycles are Shortening

Whilst finance sales have grown over recent years, the propensity of motorists to settle their finance agreement earlier has increased. As customer retention specialist EMaC observes, this has clear implications for dealers.

Motorists decisions to end their finance agreements earlier, as identified by data from Experian, indicates that they are either seeking to rearrange their finances, or are being attracted by an upgrade or the desire to change to something better suited to their current needs. In any of these circumstances, EMaC’s support is helping to either maintain dealer contact, or support the dealer/customer relationship through the change cycle.

On average, used motorists were likely to change vehicle 18 months before the finance agreement was due to end; whilst new car owners change vehicles seven months before the end of the finance agreement. It is worth noting that this trend is an accelerating one. EMaC CEO Angela Barrow notes;

This latest evidence clearly demonstrates the importance of having a retention strategy that guarantees customer contact. Through service plans, we continue to help sustain this contact. If a customer is thinking of cancelling, our approach successfully minimises the risk and we also keep the dealer informed; on the other hand if they opt to extend ownership then we can quickly extend a service plan to suit. We know that this customer led approach works

In finance there was a gradual move to 5 year periods that has been mitigated to a degree by the use of 3 year PCPs. These provide a far more realistic timeframe that keep dealer and customer together. When it comes to service plans, a three-year plan is clearly more appropriate. It also ensures the upfront value of a customer is not over-stated, which is a real risk with longer term plans.

Making the Most of Service Plans

Service plans provide an ideal retention opportunity, making it easier for dealers and their customers to keep working together. However, in spite of growing awareness, a significant number of dealers deliver only modest levels of sales. EMaC, which can provide service plans for virtually any vehicle and has written well in excess of one million service plans is well qualified to provide some best practice thoughts and to help in the showroom with its UK wide business development team.

First and foremost, it is worth noting that when well presented customer like and value the service plan concept.

EMaC CEO Angela Barrow reflects; " The best way to enhance the impact of service plans is to actively ensure customers are aware of them, especially their availability on used cars and to focus on 3 year terms. "

The top 3 keys to releasing the opportunity are:

  • Ensuring a senior leadership member takes responsibility to drive sales
  • Creating a process that every car buyer is offered a tailored service plan
  • Focussing upon overall sales penetration, rather than plan values

Barrow references a 10 year track record that consistently demonstrates the positive value of 3 year plans on retention; " We are advocates of increasing overall sales penetration, rather than building high value plans that are often based upon an extended contract period. At initial set-up, the plan value may be high, but experience suggests that all too often this does not represent money in the bank. "

  • A 3 year plan, like a PCP agreement, enhances the 3 year car change cycle that customers are moving towards

Barrow concludes; " Consumers are invariably happy to buy service plans, but they need to be offered and very often this simply step change will make all the difference. They must be seen as a core part of every sales process. Do this fairly and the benefits quickly accrue.

EMaC Service Plans Making the Difference

In 2014, EMaC will help generate £133 million of aftersales activity.

EMaC service plans will help dealers to generate £133 million of aftersales activity in 2014. It is a staggering number that demonstrates the impact of the EMaC approach honed over the last decade.

More dealers are switching onto service plans and as EMaC celebrated its 10th anniversary, the business announced a 25% growth in turnover over the last year alone. It is growth that successive dealer customers at the EMaC conference held in Crewe on August 14th attributed to the unique combination of service and innovation. EMaC CEO Angela Barrow observed:

On the face of it service plans are a simple concept, but administering the plans and developing point of sale activity to drive up performance does require effort and at EMaC we have just under 100 full-time team members providing that level of expertise.

What is absolutely true is that service plans are well received by customers when presented well, because they are highly customer friendly. For us the transparent promotion of a 3-year service plan (3 years to sit alongside PCPs and to enhance retention) is a winning formula. Certainly with an average of over £364,000 of service activity authorised every single day, some dealers are benefitting!

With major changes on the horizon in the showroom, notably in F & I, the EMaC team is gearing up to help even more dealers to switch onto the benefits of service plans, as a long term way of enhancing the customer experience, retention and aftersales.