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    EV Boost case study

    Boosting EV sales confidence

    MSX  EV Dealer coaching sparks capability growth

    Challenge: Overcoming EV adoption barriers in Europe

    A major multinational automotive manufacturer, who is considered one of the most advanced OEMs in this space in terms of their product platforms and technology, were facing a number of barriers to their wide-scale adoption of EVs and needed a program that would build the confidence and competence amongst the dealer network to achieve the brand’s EV sales and growth ambitions.

    With the industry’s move towards electric vehicles (EVs), dealer networks across Europe need to strengthen their conviction, confidence and competence to sell EVs to prospective customers.

    These challenges included dealer staff commitment to EV sales, and the limited capability of dealer staff to offer the information, guidance and reassurance sought by customers in the consideration and purchase process.

    Amid mounting pressure, global OEMs are investing significantly in their transition to EV production worldwide. The success of this particular OEM in Europe hinged heavily on securing a dominant market position within the EV segment, despite fierce competition from established OEMs, Chinese manufacturers, and traditional automakers.

    Solution: Strategies for accelerating EV sales

    MSX, with its rich history of partnering with the OEM on various important initiatives across Europe, developed the EV Dealer Coaching initiative, which is centrally created at European HQ level, customized for individual markets, and delivered locally across key European markets.

    The initiative aims to optimize EV sales for the OEM through their dealer network and encompasses various strategic activities to assess the confidence and competence of dealer staff to sell EVs, and to enhance the readiness of dealerships to embrace EVs and effectively communicate with customers. The primary objectives include ensuring the dealer management mindset is aligned with EV sales goals, establishing EV expertise within the organization, refining the test drive process, improving product presentation and service, and ensuring a memorable handover experience.

    On-site analysis and coaching form the initial phase, focusing on quick wins such as setting KPIs and establishing key actions for dealers. Regional managers play a crucial role in overseeing further activities post-coaching. Follow-up and remote sessions are conducted to validate progress, prepare for coaching sessions, and adjust strategies as needed. Remote coaching sessions involve reviewing previous tasks, assessing KPIs, and setting new tasks, with outcomes shared among stakeholders.

    On-site reviews serve to maintain relationships, assess progress, identify roadblocks, and agree on actions to overcome challenges. The final phase involves reviewing achievements, ensuring sustainability of changes, and agreeing on further tasks. Throughout each phase, agendas are shared in advance, and outcomes are communicated via email with dealers, regional managers, and the market, ensuring transparency and accountability in the optimization process.

    Outcome: Accelerating competence, confidence, and compliance

    This comprehensive coaching program has demonstrated remarkable success and resulted in significant improvements in dealer confidence and compliance. Our strategic approach focused on uplifting underperformers and aligning new dealers with industry standards, providing access to a pan-European network of local market experts. This level of expertise ensured a tailored and effective approach that not only strengthened dealership performance but also addressed market needs.

    The program’s success was driven by the implementation of individual dealer coaching, facilitated by a dealer self-rating mechanism that enabled self-reflection and acceptance of potential gaps in knowledge. Compliance checks against EV standards and sales processes reinforced coaching objectives, ensuring a targeted and impactful intervention. In addition, local marketing campaigns generated leads, particularly leveraging the growing interest in sustainable energy solutions such as solar panels. Real-time analysis and improvement of test drive data, coupled with customer feedback mechanisms, further enhanced the program’s effectiveness.

    The results speak volumes, with dealer confidence in selling EVs increasing by a remarkable 16.5%. Similarly, confidence in being EV ready surged by 16.3%. Dealer compliance along the EV customer pipeline experienced a substantial 32% increase. And compliance in customer engagement saw an impressive 62% rise. These outcomes demonstrate the transformative impact of MSX’s EV Sales Coaching Program, not only in enhancing dealer capabilities but also in driving customer-centric practices across the dealership network

    Fast facts

    Customer: Leading automotive manufacturer

    Business Challenge: Consultancy and coaching help dealer employees gain financial and operational knowledge to improve network performance.

    Geographical coverage: Asia Pacific

    Solutions implemented: MSX Performance Consulting Program, supported by Insight BM

    To find out more about how MSX Performance Consulting Programs can help your business, visit:

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    Empowering Employees

    Success Story

    Empowering Employees

    Playing a proactive role

    MSX is helping a leading OEM reinforce and strengthen the performance of its Asia Pacific-based dealer network with a comprehensive, face-to-face dealership consulting program.

    It includes dealer coaching to equip employees with a better understanding of the business, and dealer performance improvement programs (DPIPs) which involve deep-dive discussions.

    MSX helps dealer staff to take a more proactive role in business management and performance, helping them to understand issues and opportunities, develop action plans, and set priorities. MSX technology, Insight BM, generates financial reports that help the team identify which dealers need the most support and in what areas of business.

    Creating informed decisions

    The OEM wanted to educate dealer employees on how to use business management data to drive performance.

    Employees understand their roles, but don’t always know how to prioritize the often-overwhelming numbers of tasks they undertake. The organization understood that by making information such as financial data and key performance indicators (KPIs) easier to access and more transparent, employees would better understand how their decisions and actions can influence different areas of the business.

    The OEM turned to MSX to help employees understand operational, financial, and management information, and to teach them how to interpret the numbers that support the business. The team identifies dealerships that need the most support, and then empowers employees with information, helping them make more informed decisions that drive performance.

    Giving dealers direction

    MSX deployed its Performance Consulting Program within the organization in 2021.

    It includes an educational component, in which the MSX team offers face-to-face consulting to educate dealers and middle managers on the foundations of KPIs and how they affect performance. In addition, MSX dealer performance improvement programs (DPIPs) offer employees an additional four meetings a year. During these sessions, the team performs an in-depth examination of the dealership’s performance and KPIs – from financial KPIs to process, satisfaction, and people-related KPIs – and identifies issues and opportunities. The program’s competence enhancement element helps the team create highly targeted action plans and set objectives, which are measured for effectiveness and adapted later if needed. The team also trains staff in managing expenses and operational assets with greater efficiency.

    The MSX Insight BM platform supports the program by generating performance reports that enable the team to identify the dealers they need to focus on, track KPIs, and monitor the outcomes of dealers’ activities.

    Key Components of the Consulting Program

    Through Performance Analysis

    How to Make Happy Your Baby Boy With Best Products

    Actionable insights

    How to Make Happy Your Baby Boy With Best Products

    Competence Enhancement

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    Disipline and Focus

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    Expense management

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    Asset optimization

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    Supporting stronger dealerships

    The OEM has seen a considerable improvement in performance across its networks.

    Better financial insight has enabled the delivery of targeted, customized strategies for improvement precisely where they’re needed. Stronger business understanding and common goals have helped improve relationships between the OEM and dealers, and upon experiencing the benefits to their teams, many dealers have become advocates of the program, bringing it to a wider audience within the network.

    With the layers of education now in place, the OEM and its dealers are fully prepared for peaks and troughs in performance, and the OEM has already been able to mitigate losses throughout the unfavorable economic periods of the last few years. In fact, enrolled dealers have achieved some significant improvements, and while those not taking part in the MSX program have seen a decline in some areas, the organization has still managed to protect and increase its overall return on sales (ROS).

     
     
     

    Impact on Dearlership Network Health

    • Program vs. Non-Program Dealers: Non-program dealers had a 0.5% ROS increase in 2022 but faced a 0.8% decline in 2023. Program-enrolled dealers helped the OEM maintain and slightly increase overall ROS.
    • Fixed Operation Absorption (FOA): Inflation led to higher overhead costs, outpacing fixed operation gross profit growth in 2023, causing FOA erosion. Dealers in the program improved FOA by 2.8 points in 2022 but faced a 9.8-point drop in 2023. However, their FOA was more resilient compared to non-program dealers.
    • Stronger ROS Growth: Dealers in the MSX Performance consulting program showed robust ROS growth, even in the challenging 2023 inflationary environment.
    • Consistent Improvement: Program-enrolled dealers improved their ROS by 1% in both 2022 and 2023.
    • Enhanced Resilience: Program dealers showed better expense control and after-sales operations, resulting in increased FOA despite overall network declines.

    Fast facts

    Customer: Leading automotive manufacturer

    Business Challenge: Consultancy and coaching help dealer employees gain financial and operational knowledge to improve network performance.

    Geographical coverage: Asia Pacific

    Solutions implemented: MSX Performance Consulting Program, supported by Insight BM

    To find out more about how MSX Performance Consulting Programs can help your business, visit:

    Findout More

    Navigating the Future of Mobility?

    Homologation without borders:

    Building a cohesive complience strategy

    By Nicola Zorz 

    Global Solutions Leader, Repair Optimization and Compliance

    At first glance, homologation in the automotive sector appears to be a tightly controlled, highly standardized process, particularly in Europe where type approval legislation provides a common framework. But as anyone who works in the field knows, the closer you get to the ground, the more fragmented the reality becomes. National authorities interpret and apply regulations differently, and even within the same OEM network, processes such as Certificate of Conformity (CoC) issuance can vary dramatically from one country to another.

    This inconsistency creates operational headaches. It delays vehicle registration, frustrates customers, and introduces hidden costs that can escalate quickly. For OEMs and mobility players navigating an increasingly complex regulatory landscape, the need for a smarter, more cohesive approach to homologation has never been more urgent.

    The challenges of fragmentation

    Homologation is no longer a back-office function. In a market shaped by electrification, digital ecosystems, and evolving emissions standards, it plays a critical role in how quickly and confidently vehicles reach customers. Yet many OEMs still manage homologation through siloed teams spread across sales, aftersales, warranty, and engineering departments. This decentralized model leads to inefficiencies, communication breakdowns, and a lack of accountability.

    Moreover, the homologation process is often managed locally by national sales companies (NSCs), each with its own tools, workflows, and interpretations of compliance. The result is a patchwork of processes that are difficult to scale, monitor, or improve.

    Cross-market expertise is essential for success

    Thriving as a mobility player in this environment requires more than just compliance. It requires strategic foresight, cross-border coordination, and operational excellence.

    Expertise across markets

    Local knowledge is essential, but so is the ability to apply it consistently across borders

    Agility in compliance

    Regulations are constantly evolving. Staying ahead requires dedicated resources to track, interpret, and implement changes.

    Operational efficency

    Operational efficiency Delays in CoC issuance or national approvals can stall vehicle deliveries and impact revenue.

    Cost Control

    Homologation must be scalable and transparent, with clear KPIs and centralized reporting.

    Cross-market expertise is essential for success

    What’s needed is a hybrid delivery model that combines local expertise with centralized coordination. One such model already in use by leading OEMs involves:

    Regional experts

    who manage high-touch interactions with authorities and customers.

    A centralized support team

     that handles documentation, CoC processing, and workflow coordination.

    Modular services

    that can be tailored to the needs of each market, from type approval for new entrants to ongoing homologation support for established brands.

    This approach delivers measurable benefits: reduced costs, extended service hours, improved compliance, and faster time-to-market. It also provides a single point of accountability – something that’s sorely lacking in many current setups.

    Standardizing without sacrificing flexibility

    For one European vehicle manufacturer, this model has already transformed homologation across 12 brands. By outsourcing key tasks and standardizing processes, they have cleared backlogs, improved customer satisfaction, and gained better control over compliance costs. The solution adapted to local needs without sacrificing consistency, which is a critical balance in today’s regulatory environment.

    MSX Homologation Services

    MSX offers a fully integrated, comprehensive solution designed to help OEMs navigate the complexities of global compliance with confidence and efficiency. Our offering brings together two core service pillars:

    • Type Approval

      We specialize in helping OEMs bring vehicles designed and manufactured in one region into compliance with the regulatory requirements of another. This includes managing the technical documentation, regulatory interpretation, and authority engagement needed to secure approval for market entry.

    • Modular Homologation Support

      Beyond type approval, we offer a suite of scalable services that support ongoing homologation needs. Whether it’s Certificate of Conformity (CoC) management, documentation handling, or workflow coordination, our modular approach allows OEMs to tailor support to each market’s specific demands without sacrificing consistency or control.

    By combining local expertise with centralized coordination, MSX delivers faster time-to-market, reduced compliance costs, and a single point of accountability across your homologation lifecycle.

    Ready to simplify your compliance journey?

    Let MSX help you turn homologation into a strategic advantage.

    Contact us