CHIEF EXECUTIVE'S REVIEW

Our diversified business model has continued to deliver growth, underpinned by our progress with the Ignite strategy, our foundation for the future.

Stefan Bomhard

Group Chief Executive

Operating and financial review

Another year of earnings growth and strong cash generation.

Richard Howes

Chief Financial Officer

Driving forward

Our Business
Model

Our unique business model is the foundation which unifies our core strengths, creating a strong platform for growth.

Driving forward

Our Ignite
Strategy

Our results for 2017 reflect the progress we continue to make with our strategy for growth, Ignite.

Ignite strategy illustration

Driving forward

Our value chain

We operate across every link of the post-factory automotive value chain for our OEM brand partners, providing a highly effective customer-focused route to market.

Manufacturer

Design, development and manufacturing

OEM (Original equipment manufacturers)

Distributor

Distribution services include product specification, import and logistics, dealer network management, sales and marketing

OEM (Original equipment manufacturers)
Inchcape

Retailer

Vehicle sales, customer engagement and retention, after sales servicing and parts

Inchcape

Driving forward

“With Inchcape, I know I will get great quality service, no matter the brand, both in the centre and online”
Our people

Our Customers

“With Inchcape, I know I will get great quality service, no matter the brand, both in the centre and online”

The automotive industry is at an exciting and dynamic stage of evolution. Technology is enabling a pace of change and progress that puts the customer in the driver’s seat.

Developments in technology give us the opportunity to build an experience around every customer that delivers what they want, how and when they want it. Bringing this alive in a way that enhances our relationship with customers, and delivers the flexibility that digitisation offers, is a real opportunity for growth.

150

Customer Experience initiatives underway across the Group

Data-driven focus on digitally ‘connected’ automotive experience through Salesforce

Making every customer interaction with Inchcape easy, effective and enjoyable

Enhanced website visibility through content optimisation and design improvement, through Brightedge SEO tool

“2017 marked the 50th anniversary of the Inchcape Toyota partnership. The relationship began in 1967 through Inchcape’s business in Singapore, Borneo Motors. Today, Inchcape represents the Toyota Group in 19 countries around the world.”
Our people

Our Partners

“2017 marked the 50th anniversary of the Inchcape Toyota partnership. The relationship began in 1967 through Inchcape’s business in Singapore, Borneo Motors. Today, Inchcape represents the Toyota Group in 19 countries around the world.”

Our long-term partnerships with many of the world’s leading vehicle manufacturers (Original Equipment Manufacturers or ‘OEM’s) are the beating heart of our business. Our criteria are demanding and rigorously applied: we want to work with OEM partners who are strategically positioned in growing markets, who are leading the rapid evolution of the automotive industry, and who hold customer service, trust and quality in the same regard as Inchcape.

When we find the right partner brands, we nurture the relationships to last and to deliver value far into the future. This is how we have successfully sustained OEM partnerships, some lasting more than 50 years.

Key achievements

Guam BMW contract won

Estonia BMW acquired

Australia Peugeot and Citroën contract won

Toyota & Inchcape 50 years of partnership

Hino in Chile enters 1,000 club

Expanded in four new markets with Subaru

Record market share for Subaru in Australia

Jaguar Land Rover Thailand win award and growth

Mercedes UK win service and parts award for second consecutive year

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“I haven’t seen this kind of investment in people in other companies. It’s so refreshing and I know it will drive our competitive advantage. I’m excited for the future”
Our people

Our People

“I haven’t seen this kind of investment in people in other companies. It’s so refreshing and I know it will drive our competitive advantage. I’m excited for the future”

At Inchcape, the talent and dedication of our people are central to our success and we recognise the importance of nurturing this vital resource.

Throughout our business and across our global locations, we have the ambition to be the best and most trusted employer in our industry, continuously seeking to lead the way in attracting, recruiting and developing the best talent. With a diverse workforce of over 17,000 employees in 29 countries, we understand that our people have different needs and aspirations, and seek to provide them with the best support and development opportunities to enable them to drive their development and reach their full potential.

Inspiring a Growth Culture at Inchcape

Employees

17,000

DRIVE5 performance framework rolled out in

29 countries

Digital learning and collaboration platform available

24/7

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Our Shareholders

In everything we do, we continually aim to make a positive difference to the lives we touch. So we create engaging, memorable experiences for our customers.

We build winning relationships with our OEM brand partners. We empower our people to enjoy fulfilling and rewarding careers. And we work hard to ensure we operate in a responsible and sustainable way.

Amid all this, we never forget that it is our shareholders who provide the capital that drives our operations forward. We are committed to building value for shareholders through the most efficient allocation of capital, be it through returns, or through value accretive M&A. This is why we have consistently grown our returns to shareholders every year since 2011.

Download Shareholder Centre Investment Proposition

Cumulative Cash Returns (£m)

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