CarWale & Shiva Auto Group

Process Review, Jan 1 to August 31

Internet

NEW GROWTH DRIVE

Changing face of internet

2011
China United States Japan India

2014
China India United States Japan

150 Mn mobile internet

80%+ car buyers research online

20 Mn mobile internet 50% car buyers research online

121 Mn internet users

300 Mn internet users

Few online facts

-

walking into a dealership

-

50% researched online before 54% changed consideration set after

Segment wise search

online research -

purchase process -

96% used Google throughout their

- 61%, 0 to 6 lacs - 28%, 6 to 10 lacs - 11%, over 10 lacs

volumes on Google -

70% YOY growth in Auto Query 125% YOY growth in Auto Query

volumes on Mobile

How we work

LEAD TO SALES

CarWale process
For the Prospect
Request for Test drive Car Dealer Expert CarWale Consultant Booking & Delivery Test Drive Verified Leads

Coordinator

Research Price Quote Request Car Buyer

CarWale Process
Internal process
1 Call Daily Car Dealer Expert Dealer Co-ord CarWale Consultant Trained by OEM 7 Languages Needs + Preferences Short-listed Brands PQ / TD Request Non-Verified Leads Discarded

Test Drive
Booking & Delivery

Coordinator
Field Visits Team

CRM

Lead Scoring Engine Customer Analytics 100% Call Recording Automated Emails + SMS

Research Price Quote Request Car Buyer

Escalations PQ not delivered in 1 day TD not scheduled in 3 days Monthly Visits for project review Management Reviews

PERFORMANCE SUMMARY

Quick view
Task
Leads Assigned To Dealers Closed Leads Bought Mahindra Cars Scorpio Xylo Verito Bolero Bought Other Brands Did Not Bought Any Car Active Leads / Status Not Known Mahindra Cars Booked Of Leads Assigned, % Cars Lost Out Of Leads Assigned, % Total Car Bought Out Of Assigned Leads, %

Jan'12 Feb'12 Mar'12 Apr12 May12 Jun12 Jul'12 Aug'12

58 60 6 1 5 0 0 27 27 0 37 37 4 4 0 0 0 17 16 1 35 34 2 1 1 0 0 13 19 1 45 40 3 2 1 0 0 12 25 3 54 53 6 4 1 0 1 16 31 4 48 44 9 8 1 0 0 14 21 10 40 24 4 3 0 0 1 9 11 16 48 14 4 3 1 0 0 4 6 34

Total
365 306 38 26 10 0 2 112 156 69

10.34% 10.81%

5.71%

6.67%

11.11%

18.75% 10.00%
29.17% 22.50%

8.33%
8.33%

10.41%
30.68%

46.55% 45.95% 37.14% 26.67% 29.63%

56.90% 56.76% 42.86% 33.33% 40.74% 47.92% 32.50% 16.67% 41.10%

Quick view
Task
Leads Assigned To Dealers Closed Leads Bought Mahindra Cars Scorpio Xylo Verito Bolero Bought Other Brands Did Not Bought Any Car Active Leads / Status Not Known Mahindra Cars Booked Of Leads Assigned, % Cars Lost Out Of Leads Assigned, % Total Car Bought Out Of Assigned Leads, %

Jan'12 Feb'12 Mar'12 Apr12 May12 Jun12 Jul'12 Aug'12

58 60 6 1 5 0 0 27 27 0 37 37 4 4 0 0 0 17 16 1 35 34 2 1 1 0 0 13 19 1 45 40 3 2 1 0 0 12 25 3 54 53 6 4 1 0 1 16 31 4 48 44 9 8 1 0 0 14 21 10 40 24 4 3 0 0 1 9 11 16 48 14 4 3 1 0 0 4 6 34

Total
365 306 38 26 10 0 2 112 156 69

10.34% 10.81%

5.71%

6.67%

11.11%

4 out 10.00% 8.33% 10.41% 18.75% of 10 buy A Car

29.17% 22.50% 8.33% 30.68%

46.55% 45.95% 37.14% 26.67% 29.63%

56.90% 56.76% 42.86% 33.33% 40.74% 47.92% 32.50% 16.67% 41.10%

Quick view Shiva Delhi

Task
Leads Assigned To Dealers Closed Leads Bought Mahindra Cars Scorpio Xylo Verito Bolero Bought Other Brands Did Not Bought Any Car Active Leads / Status Not Known Mahindra Cars Booked Of Leads Assigned, % Cars Lost Out Of Leads Assigned, % Total Car Bought Out Of Assigned Leads, %

Jan'12 Feb'12 Mar'12 Apr12 May12 Jun12 Jul'12 Aug'12

36 37 4 1 3 0 0 20 13 0 22 21 3 3 0 0 0 10 8 1 21 21 1 0 1 0 0 8 12 0 29 26 3 2 1 0 0 8 15 1 20 20 2 1 1 0 0 7 11 2 24 25 7 6 1 0 0 10 8 4 16 11 1 0 0 0 1 5 5 5 24 9 2 1 1 0 0 2 5 15

Total
192 170 23 14 8 0 1 70 77 28

11.11% 13.64%

4.76%

10.34% 10.00%

29.17%

6.25%

8.33%
8.33%

11.98%
36.46%

55.56% 45.45% 38.10% 27.59% 35.00%

41.67% 31.25%

66.67% 59.09% 42.86% 37.93% 45.00% 70.83% 37.50% 16.67% 48.44%

Quick view Shiva Gaziabad

Task
Leads Assigned To Dealers Closed Leads Bought Mahindra Cars Scorpio Xylo Verito Bolero Bought Other Brands Did Not Bought Any Car Active Leads / Status Not Known Mahindra Cars Booked Of Leads Assigned, % Cars Lost Out Of Leads Assigned, % Total Car Bought Out Of Assigned Leads, %

Jan'12 Feb'12 Mar'12 Apr12 May12 Jun12 Jul'12 Aug'12

22 23 2 0 2 0 0 7 14 0 15 16 1 1 0 0 0 7 8 0 14 13 1 1 0 0 0 5 7 1 16 14 0 0 0 0 0 4 10 2 34 33 4 3 0 0 1 9 20 2 24 19 2 2 0 0 0 4 13 6 24 13 3 3 0 0 0 4 6 11 24 5 2 2 0 0 0 2 1 19

Total
173 136 15 12 2 0 1 42 79 41

9.09%

6.67%

7.14%

0.00%

11.76%

8.33%

12.50%

8.33%
8.33%

8.67%
24.28%

31.82% 46.67% 35.71% 25.00% 26.47%

16.67% 16.67%

40.91% 53.33% 42.86% 25.00% 38.24% 25.00% 29.17% 16.67% 32.95%

Price quote snapshot

PQ requested
53 1 53

PQ Delivered
56 55

PQ Delay Days

PQ Requested 348 PQ Delivered 342 PQ Completed % - 98%

1
44 44 46 44 40 40 44 43

33 33

32

30

Jan'12

Feb'12

Mar'12

Apr'12

May'12

Jun'12

Jul'12

Aug'12

Test drive snapshot

TD requested
8 7

TD Delivered

TD Delay Days

TD Requested 41 TD Delivered 8 TD Completed % - 20%

2
6 5

4 3 2

1 0

0 Feb'12 Mar'12

0 May'12 Jun'12 Jul'12

Jan'12

Apr'12

Aug'12

Conversion snapshot
Leads Assigned Cars Booked Conversion%
18.75%

Leads Assigned 365 Booked 38 Conversion % - 10.41%

58 54 48 45
10.34% 10.81% 37 11.11%

48 40
10.00% 8.33%

35

6.67% 5.71%

9 6 4 6 2 3 4 4

Jan'12

Feb'12

Mar'12

Apr'12

May'12

Jun'12

Jul'12

Aug'12

Conversion snapshot Shiva Delhi

Leads Assigned
36
29.17%

Cars Booked

Conversion%

Leads Assigned 192 Booked 23 Conversion % - 11.98%

29 24 22 21 20 16
10.34% 10.00% 8.33% 4.76%

24

13.64% 11.11%

6.25%

3
1

Jan'12

Feb'12

Mar'12

Apr'12

May'12

Jun'12

Jul'12

Aug'12

Conversion snapshot Shiva Gaziabad

Leads Assigned Cars Booked Conversion% Leads Assigned 173 Booked 15 Conversion % - 8.67%
12.50%

34 11.76%

9.09% 8.33% 24

24

8.33% 24

22
6.67%

7.14%

15

16 14

4 2 1 1 2
0.00% 0

Jan'12

Feb'12

Mar'12

Apr'12

May'12

Jun'12

Jul'12

Aug'12

Bifurcation of closed cases

9.84 Cr Revenue loss
38, 12%

365
123, 41% 145, 47% 112, 37%

Leads Assigned

19%

Leads Active in system

11, 4%

34%
Booked

Lost Cases

Lost to Other Brand

Lost to Co Dealer

Not Interested

LOST CASE ANALYSIS

Overall lost case analysis

Sunny, 1, 1% Others, 38, 34% Verna, 1, 1% Winger, 1, 1% Etios, 2, 2% Dzire, 2, 2% XUV500, 2, 2%

Duster, 4, 3%Fortuner, 6, 5% Ertiga, 8, 7%

Safari, 8, 7%

Innova, 9, 8%

Same Price Bracket, 17, 15% Overall (112)

Used Car, 13, 12%

Lost reasons
Product features Reaso not known Out of Budget Dealer Dissatisfaction 11% 32% 31%

6%
4% 3% 3% 3% 3% 2%

Family/Friend Reference
Stock Non-availability Product quality Ownership Concern Good Deal Re-sale value Maintenance Cost

1%
1% 1% Overall (112)

Finance rejected
After Sales Service

MAXIMIZE SALE. HOW?

4 Points To Success 1 2
Dedicated contact point
We accept the challenge to deliver higher sales volume from same person!

Quick first call

Internet buyer is different. He is information hungry and needs quick response! Dealership should reach buyers in < 10 minutes.

3
4

Miss no follow-up
You commit time, better maintain it. We will help you with technical solution to manage efficient follow-up.

Weekly review by You

Your involvement will bring sea change. Ask dedicated contact point to report in to you every week. Discuss lost case and open cases. 2 weeks and you witness higher numbers.

Thank you
We exist to make car buying simple. You are key to our mission accomplishment.
We commit to your success and will walk extra mile to ensure you get maximum benefit. Thank you for your time and for giving us the opportunity to share our thoughts on how to remain competitive in fast changing market. Sujoy Bose Sujoy.bose@carwale.com +91 99 58 23 80 80

Thank you