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We may already be cruising through 2022, but we’re still celebrating the last of our Extra Mile Award 2021 winners! We’re shouting from the rooftops about our dealer partners who go above and beyond for their community, utilise MotoNovo tools to enhance the customer journey and provide a great customer experience from enquiry right through to aftercare. Want to know more about what the Extra Mile Awards are all about? Click here.

Find out top tips for talking customers through their finance options, why our digital tool, Self-Serve, is a hot favourite among our dealer partners and how giving back to the community goes a long way. We catch up with Gold Vehicles, Hypermotive, Global Motor Ltd and Caledonia Vehicle Solutions.

How has your dealership got to where it is today?

Like many businesses, we’ve overcome some challenging conditions over the last 2 years. However, we’ve used this as an opportunity to analyse the current market place and adapt our business to customer led trends and digital innovation. This has resulted in our business growth and have plans to further grow the business and improve our online presence with the use of video technology. This will meet the demands of the customer with digitally led customers set to increase at a faster pace. It’s important to continually adapt to the ever-changing market place.

How do you help customers understand what finance options are available?

We have an excellent enquiry process which ensures that every customer is provided with as much information as possible as well as a finance quotation, provided by Self-Serve, which is based on fairness and transparency. Our stock within the forecourt has finance examples clearly displayed which displays our representative example. This has led to many more of our customers adopting finance over cash purchases.

What MotoNovo products/offerings help enhance the customer experience?

Without question their risk-based pricing model, MotoRate, has yielded excellent results, our finance penetration has increased by 30%. MotoRate allows us to engage in finance conversations led by the customer due to the competitive stance against direct lenders. Being able to offer a full digital enquiry/sales process via our website through Self-Serve and Quote & Propose has also generated excellent customer outcomes, fairness and transparency. Our account manager keeps us up to date on market leading trends and we are about to invest in more video advertising.

What made you want to get involved in supporting charities?

It was my personal friend, James, whose son was born premature and then unfortunately passed away. The hospital who treated Leo was amazing to both him and his family. We wanted to try to give something back for the help they gave.

Tell us a bit more about the charity work you’re involved with?

First Touch is a neo natal unit in St Georges hospital in London who care for around 500 premature babies per year. The experience and support they gave to James and his family are the reason we wanted to get involved. They are an NHS hospital but are self-funded. The hospital had a shopping list of the things they needed to buy, and the money raised paid for not only everything on the list, but also had enough for them to put aside for the future.

Our Managing Director wanted to do something to remember Leo so along with a group, came up with the idea to do a bike ride. The bike ride was called the Lions Ride, as Leo was known as Leo the Lion. 

What do you think was the driving force behind your win?

Our staff are highly experienced and trained to offer our customers a finance package which suits their needs. We work closely with MotoNovo Finance to ensure that we offer the best products available. By guiding the customer through the process, we’re able to be efficient and successful when offering finance solutions. The business is focused on customer satisfaction, and this ties in with MotoNovo's clear and efficient Quote & Proposal system.

How would you describe your relationship with MotoNovo? 

We have a close and friendly relationship with MotoNovo, and work closely with our Account Managers, Daniel and Caroline, who are on hand to assist with any queries. When changes are required, we find the telephone staff friendly and courteous, and always happy to help. MotoNovo is on hand to offer customers (at all of our showrooms) a suitable finance package. Our four locations are Colchester Kawasaki, Motorcycles Direct North London, Clay Cross Kawasaki and Northampton Moto. MotoNovo offers us a finance solution available to every customer at every dealership in our group. MotoNovo is positioned as our 'go to' funder. 

What MotoNovo product/initiative has made a positive impact to your dealership? 

MotoNovo's Self-Serve system has had the most positive impact on our day to day business. The ability to have the customer propose their own finance allows our sales team to focus on incoming enquiries. The customer receives a clear and professional quotation, meaning they feel safe and comfortable proposing their finance directly. Our customers have given good feedback on this system, with many also choosing to pre-sign their agreement when their acceptance comes through.

We’re a long standing MotoNovo dealer and have a good relationship.

How does MotoNovo support your dealership?

We work together to provide a smooth customer journey for all customers.

Keep an eye out on our blog and socials for more stories from the winners!

We’re celebrating the last of our Extra Mile Award 2021 winners! Catch up with Gold Vehicles, Hypermotive, Global Motor Ltd and Caledonia Vehicle Solutions.

Catching up with the Extra Mile Award winners - part 1

A year on from the Financial Conduct Authority (FCA) ban on discretionary finance commission in January 2021, the impact of MotoNovo’s ground-breaking risk-based pricing model, launched well ahead of the FCA’s changes, continues to be evidenced year on year as end of December 2021 data reveals;

59% of MotoRate based proposals were accepted versus 41% for non-MotoRate Terms

Proposals that used MotoRate were 56 % more likely to proceed to pay-out than non-MotoRate proposals

“With both MotoRate and traditional fixed-rate options available to our dealers, the evidence is compelling. With MotoRate, dealers are more likely to gain an acceptance and the smooth, rapid process means approved customers are significantly more likely to proceed than those not using the product” reflects MotoNovo's Managing Director, Karl Werner.

MotoNovo’s data also suggests that more dealers appreciate the impact of MotoNovo. Year on year, the product’s usage has snowballed.

60% of paid out proposals were based upon a MotoRate proposal compared to 43% in the previous year.

“It’s working really well; it makes it a lot easier when a customer asks about rates of interest.

It relaxes them knowing that it depends on their circumstances and it’s not down to us. The negotiation over rate is completely removed. Our Sales staff deal with both new and used car customers, so the conversations and experience can be varied. What MotoRate has done for us is create a really transparent and simple process – which being a bit remote still, of course, has been a great assistance, to be honest.” - Aberdare Ford

Press release issued by MotoNovo Finance, February 2022

A year after the FCA's ban on discretionary commission models, our risk-based pricing model, MotoRate, continues to have a positive impact. 

MotoRate continues to drive dealer success

Following on from a memorable 2021, we’re heading into 2022 with an all new Senior Leadership team, continuing to provide the best service for our customers, dealer partners and teams. Read more from Managing Director, Karl Werner, on what the future holds, here.

With years of experience under their belts and a wealth of knowledge behind them, meet the Senior Leadership Team behind MotoNovo...

Debbie McKay, Commercial Director of Motor Sales

A twenty-year career in motor finance has seen Debbie work hand-in-hand with many of the UK’s most recognisable motor retail groups and major brokers. She has also been an active member of the motor finance committee at the Finance & Leasing Association. Her in-depth market understanding and tenacious approach have seen her play a prominent role in building MotoNovo’s capabilities, scale and reputation for innovation. 

Similarly, her energy for positive change has seen her collaborate closely with clients championing business innovation, digitisation and regulatory compliance excellence. Strategies that have helped them to transform their businesses. 

Central to Debbie’s ethos are teamwork, fun, social value and extreme curiosity for the future and the opportunities for development that may emerge. Caring deeply & authentically is vital to Debbie and supports her purpose to help people & businesses grow. She is passionate about the personal development of others and equality, supporting various Diversity & Inclusion initiatives that have included the MotoNovo Sales Women’s Network in 2020.

Chris Rowthorn, Director of Motor Sales Operations

A 25 year career in financial services, nineteen of which have been at MotoNovo Finance, has seen Chris work in a wide variety of senior leadership roles, with responsibilities spanning Sales, Operations, Credit Risk and Collections. His enthusiasm remains undimmed, as does his reputation as an inclusive, visible and authentic leader, with an innovative, enquiring mindset and an impressive eye for detail.

A firm believer that allyship is critical for business and society to achieve sustainable D&I objectives, Chris is involved actively in the One Aldermore LGBTQ+ group and is proud of his role as a Mentor in the 30% Club. His commitment to social inclusion is well recognised, evidenced by his participation in the government’s Kickstart programme and successful full-time employment of one of the early participants in his team. 

Underpinning Chris’s work is a total commitment to developing the people around him, doing the right thing for every customer and enhancing the business’ reputation. The combination of personal attributes and team-building skills has seen a long succession of successfully executed strategic initiatives.

Mark Coles, Head of Marketing Motor Finance 

Mark has worked in financial services for over 15 years having spent 13 years at Lloyds Banking Group before joining the Aldermore Group in October 2019. In his early career, he held a number of marketing positions working across a variety of industries including time spent with Panasonic and Corus Group. 

Whilst at Lloyds, he led a number of marketing and product related teams driving new and existing customer growth for Credit Cards, Personal Loans and Online Car Finance across the Halifax, Lloyds and Bank of Scotland brands. This growth included performance marketing across numerous channels including Digital, Telephony and the Retail Branch Network.  He was instrumental in delivering an industry first of pre-approved credit cards via a money aggregator platform.

He is excited to be joining the Senior Leadership Team within MotoNovo Finance as they embark on the next stage of evolution within the Aldermore Group.

Donna Slater, Head of Strategy, Research & Proposition Development

Donna has worked in Financial Services for 20 years and has an impressive track record of building and leading teams to design products and services that meets the needs of customers. Starting her career in a call centre for a major bank, talking directly to customers every day instilled in her a deep sense of customer empathy which has guided her career.

After completing the then Lloyds TSB Graduate Programme, followed by managing financial products for New Zealand’s largest life insurer, she has gone on to Head up Marketing and Product teams that focus on driving customer and commercial value. Proud to do things differently, at First Assist Legal Expenses, she led the delivery of an award-winning marketing programme which challenged legal professionals to think differently, and at AXA SunLife she led the design and roll out of market changing Product and Proposition Developments. 

Donna joined the Aldermore Group in October 2019 to set up the Proposition Development team for the Motor Lines business, bringing Insight and Digital Experience under her leadership in the last 18 months. Passionate about putting the customer at the heart of business, she's thrilled to be joining the MotoNovo Finance Senior Leadership Team. She looks forward to driving the business forward by delivering market leading products and services that support the MotoNovo Triple Win approach; a financing philosophy that works for car buyers, dealers and shareholders alike.

Vicci Loosmore, Head of Product & Marketing Governance

Starting her finance career aged 18 splitting and posting carbon copy finance agreements, Victoria went on to work in finance based administrative roles before joining the then Carlyle Finance in October 2010 as a Key Account Manager.  It was in this role that she found her passion for leadership and the desire to make a real and positive difference to people, processes and experience. This passion saw her appointed as the manager of various sales and sales operations teams before she transitioned into Senior Leadership within Product in August 2019. 

Victoria is an advocate for diversity, inclusion and belonging.  She consistently champions the value our differences creates and speaks frankly about the barriers she has overcome in her career in order to inspire others overcome theirs. 

Victoria believes in creating an environment which inspires others to work with her not for her. One of her key metrics of success is supporting people in achieving their career aspirations, with some of her proudest achievements being the progression of so many people she has worked with in to senior roles throughout the business and beyond.

With years of experience under their belts and a wealth of knowledge behind them, meet the Senior Leadership Team behind MotoNovo.

Introducing our Senior Leadership team

Building on a highly successful 2021, MotoNovo has announced an all-new Senior Leadership Team led by Managing Director, Karl Werner, designed to spearhead ambitious plans for further expansion in the year ahead .

Debbie McKay, promoted to a new role as Commercial Director of Motor Sales

Chris Rowthorn, promoted to a new role as Director of Motor Sales Operations

Donna Slater, Head of Strategy, Research and Proposition Development

Vicci Loosmore, Head of Product and Marketing Governance

The business is also delighted to announce that Jon Slater, MotoNovo’s Chief Strategy & Marketing Officer, will be transferring from the Senior Leadership Team into a new Aldermore Group role developing the Group’s broader strategy. 

“Our new leadership team combines diversity, deep insight and experience of the motor finance sector, a rich appreciation of MotoNovo’s heritage and fresh expertise in marketing and strategy. I’m excited by the mix of people whose promotions demonstrate our ongoing commitment to developing our talent and more recent appointees who have joined us and added fresh impetus to developing our thinking and business model. The change also opens up a series of new senior roles across the business that we will announce in the near future, all designed to support our appetite for growth. 

MotoNovo has forged a reputation for championing positive change, and our new leadership team is a perfect example of our long-held belief in the importance of continuous reinvention. It is a team selected to continue to drive our business forward in what is a rapidly evolving operating landscape.”

Building on a highly successful 2021, MotoNovo announces an all-new Senior Leadership Team. Hear more from Managing Director, Karl Werner.

MotoNovo announces all-new Senior Leadership Team

As the customer service experience enjoyed by its customers achieves national market-leading recognition, Managing Director, Karl Werner, calls for the dealer community to explore better ways of working to enhance customers ownership/usership journeys for the long-term benefit of all.

MotoNovo Finance has scored an impressive 86.4% approval rating in the Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI), a figure well ahead of the 78.8% - Banks & Building Societies Average.

It is a performance that should matter to all dealers with recent research reporting that:

74% of businesses see a direct link between customer service and business performance, with 

57% estimating that customer service has a positive impact on business growth

48% of UK consumers say that their customer service expectations have increased over the past year

Maria Parker, Head of Customer Service at MotoNovo, reflects;


“I’m delighted that our obsessive approach to customer care has seen us achieve market-leading recognition by the Institute of Customer Service, the UK’s leading authority on customer service. To shine against the backdrop of the pandemic with the team very largely working from home is a source of huge pride. It speaks volumes for the culture we have created and the broad choice of personal and digital service options we provide to make working with us easy.”

Reflecting upon the success delivered by Maria and her team, MD, Karl Werner, is clear that the accomplishment is not just good for MotoNovo, noting;

“Delivering an outstanding customer experience pre, during and post-purchase is set to be the new battleground for car sales and the increasingly critical matter of lifetime value at a time of accelerating change for motor retailers. While price is an important decision-making factor for consumers, a purely transactional relationship is a risk and underserves the relationship that people are seeking with the ICS noting that the number of customers who prefer to pay more for excellent service has grown.”

The ‘gain’ available from providing customers with an outstanding, long-term ownership journey can also help support dealers’ responsibilities under the Financial Conduct Authority’s (FCA) planned Consumer Duty. It is one where Karl is clear that better ways of working between dealers and lenders can benefit everyone, concluding;

“Customer experience, reputation and trust built over the long-term are currencies which can be leveraged to enhance retention and lifetime value. Finance is a continuous point of customer contact and, therefore, the experience. Selecting finance partners by assessing customer experience, alongside price and products, is an opportunity for all of us to realise better ways of working.  

The traditional turf war over customer ownership must end, replaced by long-term collaboration centred upon the role of service as a differentiator,  customer delighter and lifetime value opportunity, and as the independent evidence provided by the ICS’s demonstrates, MotoNovo is very good at it.”

Achieving market-leading recognition by the Institute of Customer Service, Managing Director, Karl Werner, calls for the dealer community to explore better ways of working to enhance the customer journey. 

News - February 2022

Catching up with the Extra Mile Award winners - part 1

MotoRate continues to drive dealer success

Introducing our Senior Leadership team

MotoNovo announces all-new Senior Leadership Team

The new business rules - great customer outcomes as a differentiator matters

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