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The Extra Mile Awards are back! Recognising the people and businesses who deliver excellence at every touchpoint, we’re celebrating the best in the industry. Whether it’s innovation, service, or social impact, each award category celebrates the dedication, passion, and commitment that set our dealers apart.

Customers are at the heart of what we do, and that's true for our dealer partners too. Since they were founded in 2010, Stratus Cars’ mission has been clear from day one: to put customers first and deliver outstanding value at every stage of the car buying journey. This strong ethos led them to winning the 2025 Customer Journey Award. We speak to Director, Frank Bridgman, to bring you top tips on delivering an excellent customer journey from enquiry through to aftercare.

What does winning the Customer Journey Award mean to you?

“Winning the Customer Journey Award in 2025 was a fantastic achievement for the team and something we’re extremely proud of. The driving force behind our win was our commitment to delivering a customer experience that is transparent, straightforward, and tailored to each individual customer.

We understand that buying a vehicle is a significant purchase, so we focus on making every stage of the journey as smooth and stress free as possible. From the first enquiry through to handover and aftersales support, we take the time to communicate clearly, manage expectations, and ensure customers feel valued throughout the process.”

How do you tailor the car buying journey to customers’ needs?

“We support our customers by taking the time to understand their individual needs, circumstances, and budget before recommending a vehicle or finance product. We discuss factors such as intended vehicle usage, annual mileage, family requirements, budget, and preferred monthly payment.

Once a suitable vehicle has been identified, we explain the finance options available in a clear and transparent manner, ensuring the customer understands the key features, benefits, and costs associated with each product. We provide customers with all relevant information, allowing them to make an informed decision.”

How do you embody Consumer Duty principles through every customer interaction?

“Consumer Duty is at the heart of how we operate our business. Our aim is to deliver good customer outcomes by matching customers with a vehicle and finance package that meets their needs, represents good value, and remains affordable throughout the agreement.

We provide clear and straightforward information, ensuring customers understand the vehicle, finance agreement, and any additional products they may be considering. We never use high-pressure sales techniques and encourage customers to take the time they need to make an informed decision.

By focusing on transparency, affordability, customer understanding, and ongoing support, we strive to achieve positive outcomes for every customer throughout their journey with us.”

What MotoNovo tool has made the biggest impact on your dealership?

“We use Quote & Propose on a daily basis and have found it to be an excellent tool for both our sales team and our customers. The system is straightforward to use, allows us to present finance options clearly and professionally, and helps customers understand the different finance packages available to them. It’s made the finance process much more efficient, reducing administration time and allowing us to focus more on the customer experience.

We also find that the digital journey is smooth and easy for customers to follow, helping them make informed decisions with confidence. Quote & Propose has become an integral part of our sales process and is a key reason why working with MotoNovo continues to be such a positive experience for our business.”

How critical is regular support from your Business Development Manager to your success?

“Our Account Manager is a huge asset to our business and plays a key role in maintaining the strong relationship we have with MotoNovo. We speak on a weekly basis, which means we always have support available when we need it. Catia is incredibly knowledgeable, professional, and proactive, keeping us up to date with industry changes and helping to ensure we remain compliant at all times.

What really sets her apart is that her support extends far beyond the finance side of the business. She takes a genuine interest in our overall success, regularly bringing fresh ideas, insights, and recommendations that help us improve our processes, increase efficiencies, and identify new opportunities. Her ability to understand our business and provide valuable input from a wider commercial perspective has made a real difference.

The regular communication and support have helped strengthen the relationship between our two businesses, and it's reassuring to know we have someone who is genuinely invested in our success. She consistently goes above and beyond, and we see her as a trusted business partner rather than simply an account manager.”

What’s the secret to providing excellent customer service, every time?

"Take the time to understand what the customer is looking for, their budget, and any specific requirements they may have. By asking the right questions and actively listening, we can provide tailored recommendations rather than a one-size-fits-all solution.

We believe in being transparent and honest at every stage and aim to create a welcoming, pressure-free environment where customers feel comfortable asking questions and taking the time they need to make a decision.

Excellent customer service doesn’t end when the vehicle is handed over. We provide ongoing support after the sale and remain available to assist with any questions or concerns, helping to ensure a positive ownership experience. By consistently following these principles, we build long-term relationships with our customers and generate repeat business and referrals.”


Why a one-size fits all approach doesn’t work

Every customer journey begins with a conversation and Stratus Cars defines the importance of tailoring the buying journey to the individual:

Customer-first at every stage from initial enquiry to aftercare

Clear, transparent communication builds trust and confidence

Tailored recommendations based on individual needs, budget, and lifestyle

Pressure-free experience that empowers informed decision-making

Create long lasting relationships that go beyond the sale

Interested in becoming a MotoNovo dealer? Sign up today.

Take a look at the first of our views from the forecourt series, diving into the people behind our dealer partners. In this edition, discover how award-winning dealer, Stratus Cars, creates exceptional customer journeys. 

Views from the forecourt: Stratus Cars

For many dealers, the challenge isn’t generating interest in vehicles, it’s making the numbers work when deals become larger or more complex.

Business customers in particular often arrive with specific requirements. They may be upgrading multiple vehicles, investing in higher-value stock, or balancing vehicle purchases alongside wider business costs. The appetite to buy is there, but the structure of the deal needs to align with how their business manages cash flow.

That’s where having the right finance options, and the right support, can make a meaningful difference.

Products like HP Balloon allow dealers to structure deals differently, creating lower monthly repayments while still enabling businesses to invest in the vehicles they need. For dealerships working with corporate customers, this can help unlock opportunities that might otherwise stall at the finance stage.

Around 80% of businesses rely on vehicles in some way to operate. From tradespeople and delivery firms to growing SMEs, vehicles are often essential tools rather than discretionary purchases.

But business buyers typically approach finance differently from retail customers. Instead of focusing purely on monthly affordability, they often prioritise:

The ability to expand or upgrade their fleet efficiently

For dealers, this shifts the finance conversation into something more strategic. Rather than simply finding the lowest possible monthly payment, the focus becomes structuring a deal that fits the way the customer’s business operates.

Finance solutions that reflect those priorities can help dealerships secure deals that might otherwise be delayed, or lost entirely.

A Hire Purchase Balloon agreement is a type of HP agreement for businesses. The final balloon payment at the end of the agreement means that monthly repayments are lower compared to a regular HP agreement. By deferring a portion of the vehicle’s value until the end of the agreement, the customer’s monthly repayments can be reduced across the term.

For limited companies, this can be particularly attractive.

Lower monthly payments can ease pressure on operating budgets while still allowing businesses to invest in vehicles that support their growth. This can make higher-value vehicles more accessible, or enable companies to fund multiple vehicles while keeping monthly outgoings manageable.

Once all repayments, the balloon payment and the option to purchase fee have been paid, the business gains ownership of the vehicle, allowing it to become part of the company’s assets. Businesses also have the option to replace the vehicle at the end of the agreement, as long as the final balloon payment is paid.

Unlocking deals that might otherwise stall

In practice, HP Balloon can help dealers move deals forward when affordability becomes the sticking point.

Imagine a growing electrical contractor looking to replace two ageing vans. The newer models offer improved reliability and efficiency, but standard monthly finance payments push the deal beyond what the business is comfortable committing to.

By structuring the agreement with a balloon payment, the monthly repayments can reduce, bringing the deal back within reach.

Instead of opting for older stock or delaying the purchase, the customer can move forward with vehicles that better support their business. For the dealer, that means securing the sale and potentially increasing the overall value of the transaction.

HP Balloon can also support customers looking to expand their fleet or invest in higher-spec vehicles.

Lower monthly repayments can allow businesses to:

Replace vehicles sooner as their business grows

From a dealership perspective, this can help increase the size of transactions while improving stock mix. It also creates opportunities to build longer-term relationships with business customers who may return as their needs evolve.

In a competitive market, offering a range of finance options is increasingly important. Dealers who can present multiple solutions are better equipped to respond to the varying needs of business customers.

HP Balloon is available for cars, bikes and light commercial vehicles and is designed specifically for limited companies. This makes it a useful option for dealers looking to grow their commercial customer base or strengthen relationships with local businesses.

By broadening the finance conversation, dealerships can offer more tailored solutions, and position themselves as partners in their customers’ business growth.

Finance solutions are most effective when they’re backed by the right expertise.

Working with a finance partner that understands more complex business cases can help reduce friction in the process. Our Corporate and Specialist Lending team supports dealers by helping structure solutions that align with both customer needs and deal viability.

For dealers handling larger or more complex transactions, that additional support can help simplify the process, reduce administrative burden, and keep deals progressing.

Business customers represent a significant opportunity for dealerships. They often purchase higher-value vehicles, buy multiple units, and return regularly as their businesses grow.

Capturing that opportunity, however, requires finance solutions that reflect how businesses actually operate.

HP Balloon gives dealers another way to structure deals that support business cash flow while still delivering ownership at the end of the agreement. Combined with the right support, it can help turn more complex opportunities into successful outcomes, and support longer-term growth for both dealers and their customers.



Finance is subject to affordability checks and is only available to UK residents aged 18 and over. If customers don't keep up with repayments, the vehicle may be repossessed. 


Discover how HP Balloon finance helps dealers support larger and more complex business vehicle deals with lower monthly repayments and improved cash flow flexibility.

News - August 2026

Views from the forecourt: Stratus Cars

How HP Balloon can support larger, more complex deals

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