Newsletter - Denso-am.eu

Mr. Yoshikazu Makino
www.denso-am.eu
Newsletter
| Your update on what’s new from DENSO Aftermarket Sales
Issue number 03 | July 2011
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> Follow the links below!
Inside this issue…
> New rear wiper blade programme
> Full speed ahead for DENSO!
> Events across Europe
> Success of UK stock
incentive tour
> Insight into Customer Services
> New staff appointments
New President and CEO
for European Region
DENSO is pleased to
announce the appointment
of Mr. Yoshikazu Makino to
President and CEO of DENSO
International Europe B.V.
Makino-san is Executive Director of
DENSO Corporation and replaces Mr.
Shigehiro Nishimura, who moves to a
new role in charge of DENSO’s Asia/
Pacific region.
Prior to being appointed in his new
position, Makino-san oversaw the
Global Business Planning Division at
DENSO Corporation, Kariya, Japan.
In this role, Makino-san contributed
to the strengthening of DENSO’s
regional management capabilities in
growing markets such as China, India
and Brazil.
For more information, go to
www.globaldenso.com, or visit
our media website at www.
densomediacenter.com.

2 DENSO Newsletter: Your update on what’s new from DENSO Aftermarket Sales Issue number 03 | July 2011 3
DENSO announces
new Rear Wiper
Blade programme
DENSO aftermarket customers will soon be able to benefit
from the outstanding wiping performance and high quality
of DENSO Rear Wiper Blades.
DENSO Europe’s Aftermarket Business
Unit is soon to introduce a brand new Rear
Wiper Blade programme including six part
numbers covering 20 applications. The
new range will be available from September
2011.
At the cutting edge of wiper blade
technology, DENSO’s OEM specification
rear wiper blades add a further technology
to DENSO’s comprehensive Wiper Blade
programme. Applications covered include the
Chevrolet Matiz from 2005, Hyundai i20 from
2008, Kia Picanto (BA), Opel AstraH GTC from
2005, Opel AstraJ from 2009 and Toyota Auris
from 2007.
Varying in length from 305mm (12 inch)
and 350mm (14 inch) to 400mm (16 inch)
the blades are manufactured using durable,
non corrosive materials, including a natural,
high compression rubber which delivers
an exceptional wiping edge. Two types of
connectors will be made available for each
part number.
DENSO blades deliver clearer visibility and
safer driving. Their quality and durability also
gives them an extended lifetime; and they are
easy to install.
For more information please contact your
DENSO Aftermarket Sales Representative.
> Two types of connectors are available
Events across Europe
The KOSSER Expo 2011
Organised by DENSO distributor KOSSER,
the KOSSER Expo took place on 14 May,
in Gabrovo, Bulgaria. Around 1,500 visitors
attended the show including distributors,
wholesalers and garages.
Andre Huisstede, DENSO Sales
Executive, was onstand to showcase
the full DENSO product range – and
specifically to promote TT Spark plugs to
visiting customers.
“The show was a great success for us,
with many visitors to our stand interested
in DENSO’s Diesel systems and the
newly launched Engine Management
System programme,” commented Andre
Huisstede.
InterCars
Around 2,000 visitors attended the
InterCars event in Zagreb, Croatia in
June which was organised by DENSO
distributor IC-Croatia.
> InterCars show, Zagrab
Distributors and wholesalers were
amongst the visitors to the DENSO stand;
many of whom were interested in DENSO’s
continually expanding Thermal Systems
programme. DENSO Sales Executive
Andre Huisstede attended, taking along
the full DENSO product ranges.
ProfiAuto
Profi Auto, organised by DENSO
distributor MotoProfil, took place on 11th
and 12th June in Spodek, Katowice,
Poland.
> ProfiAuto: L-R Zbigniew Ruba, Elizaveta Kuznetsova, Richard
Rybacek, Adam Barski, and a representative from MotoProfil.
Elizaveta Kuznetsova, Zbigniew Ruba,
Richard Rybacek and Adam Barski
attended from DENSO Aftermarket
Sales. During the two days they took the
> KOSSER Expo 2011
opportunity to speak to representatives
from more than 100 companies from across
the automotive industry. The DENSO team
was able to present the advantages of the
Iridium Power Spark Plug on a JP tester.
Interest was also high in TT Spark Plugs,
with many visitors taking a set away with
them.
“Visitors were also particularly interested
in hearing about our Hybrid Wiper Blade
range, Compressors, Starter & Alternators
and the key technologies of Lambda
Sensors. Many customers visited the
stand specifically to get our new DENSO
catalogues,” commented DENSO Sales
Agent Adam Barski.
Around 30,000 visitors attended the show
including wholesalers, retailers, garage
owners, mechanics and end customers.

4
DENSO Newsletter: Your update on what’s new from DENSO Aftermarket Sales
Success of UK stock incentive tour
A special DENSO stock incentive tour taken to aftermarket customers across the
UK has been a great success during the first half of 2011.
Introduced to arm motor factors with
DENSO’s fastest moving stock, the stock
incentive tour has been running for the
past three months across the UK. DENSO
Sales Support Executive, Alan Povey,
accompanied by a DENSO promotional
girl, have visited 14 motor factors so far this
year to share the latest ranges, technical
and promotional expertise available from
DENSO. They also visited nearly 20 garage
customers to communicate ‘the DENSO
difference’; encouraging installers to take
advantage of the increased availability
of DENSO’s fast-moving, OE quality part
programmes.
Full speed
ahead for
DENSO
To mark the launch of DENSO’s
new Engine Management
System (EMS) ranges for
the aftermarket, DENSO
Aftermarket in the UK took 20 of
its UK motor factor customers
to Monaco to enjoy the Grand
Prix in May.
The group enjoyed watching the
qualifying stages and the race
itself in some of Monaco’s most
stunning locations, enjoying top
quality hospitality and the hot
French Riviera weather.
Not only was it an enjoyable way
to spend some leisure time with
customers; it was also an ideal
opportunity to introduce them to
the new EMS programme, as well
as discussing the benefits of TT
Spark Plug technology.
Paul Payne, Manager at DENSO
Aftermarket in the UK, comments: “This
new promotion has enabled our team
to talk directly to customers, hear about
any issues and help both installers and
distributors to build their businesses in the
most time efficient, cost effective way.”
To find out more about DENSO
Aftermarket’s UK stock incentive tour
or to find a stockist near you, please call
the UK Aftermarket team on +44 (0)2476
843 416 or email info.amsales@densosales.co.uk
> DENSO promotional girl Portia Young visits
Abergavenny Brake and Clutch

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DENSO Newsletter: Your update on what’s new from DENSO Aftermarket Sales Issue number 03 | July 2011 6
INTERVIEW
We talk to Linda Huisman, Team Leader Customer Service IAM, about the vital
job done by the DENSO Europe Aftermarket customer services team, based in
Weesp, Netherlands.
> How is the department
organised, and what are your
main responsibilities?
The Customer Service IAM team is
part of DENSO Europe’s sales unit for
the independent aftermarket. We are
responsible for both aftersales and order
handling across all 50 of our European
countries of operation. Within my team
each Customer Service Representative is
responsible for a specific area or country,
and forms a team together with the Sales
Executive.
> What is your main goal?
My main aim, and that of my team, is to
attain excellent customer satisfaction. This
means we work as efficiently as possible
to achieve the goals and objectives of our
company, whilst maintaining our customer
focus.
One of the ways we engage with
customers is through TecCom (www.
teccom.eu). The use of this online system,
available in 10 languages, has many
benefits for both customers and DENSO
Europe. With TecCom it is possible for our
customers to place online orders (24 hours
a day, 7 days a week), check the stock
availability in our warehouse and prices.
The orders can be placed manually, by
uploading an Excel document, or TecCom
can be fully integrated with the customer’s
ERP system.
Besides this DENSO Europe is aiming
to introduce reverse messaging through
TecCom in the near future. This will
enable our customers to receive online
order confirmations and updates, packing
lists and invoices through their TecCom
account.
This type of communication is vital
in helping my team build a trusting,
comfortable long term working relationship
with customers; and it is currently an
important objective within our team.
> How long have you worked at
DENSO, and what do you enjoy
about the job?
This June I celebrated my 7th anniversary
with DENSO. I really enjoy my job because it
is very diverse - every day brings something
different!
> How many people are in your
team and what languages are
spoken?
There are currently six people in my team
based at the head office in Weesp, and one
person in the Coventry office for the UK
aftermarket.
Between us we speak several languages
fluently including Dutch, English and
Russian. We recognise the importance of
addressing customers in their own language
but this is not always possible – I wish we
could speak all the languages of all our
customers! We do however ensure that we
can say “Good Morning” or “Thank you” in
Hebrew, Polish and another 15 languages.
Bokjer Tof! Dzien Dobry!
From the Weesp office we cover 50
countries so our objective is always to
continue to improve communication with
all our customers. The team will continue
to grow I am sure. For example we are
currently looking at expanding our team
to include a German speaking Customer
Service Representative.
> What volume and type of
customer enquiries do you
receive?
We handle around 6,200 calls each year,
plus more than double that number in emails
and faxes – so around 20,000 enquiries a
year in total! The most common questions
received from customers are enquiries on
price and availability of products, as well as
tracking shipments.
> What is a typical day
for a customer service
representative?
First thing in the morning we start with
checking our emails, fax messages and
orders placed through TecCom. Our
deadline for express orders is 11:00 am, so
we have to check if all parts are available
and send out confirmations for the express
orders as a priority in the morning.
Other typical activities, besides daily
calls and emails, might include uploading
stock orders, issuing order confirmations,
organising specific documents for customs
clearance and instructing our warehouse to
start picking and packing.
We also function as a hub of information
for internal departments such as logistics,
product management and technical
services.
> Why do you think customers
choose DENSO?
In my experience customers choose
DENSO because we are considered to
offer high quality products. Even more
importantly for me we also are known for
the excellent long term relationships we
build with customers.
As a company we strive to go above and
beyond the call of duty. For example, once
a customer was in urgent need of racing
plugs for a race - so we actually delivered
the plugs to the race track itself!
> Linda Huisman: Building a long term relationship with customers

7
DENSO Newsletter: Your update on what’s new from DENSO Aftermarket Sales
May we introduce…
A warm welcome to the latest new
faces to be added to DENSO Europe’s
Aftermarket Business Unit team. They
look forward to working with you!
Berry Luigjes has joined DENSO
Aftermarket Sales in Weesp, Netherlands
as the Product Manager for Wiper Blades
and Cabin Air Filters. Bringing over 15
years of experience in the automotive
industry, Berry has previously worked
as a Product Manager for accessory
development & marketing.
Berry’s main focus will be on the
positioning of DENSO’s Cabin Air Filters
and Wiper Blade programmes in the
market.
Zbigniew Ruba joined DENSO as
Sales Representative in Poland on 1 st
Regional sales expansion
DENSO Aftermarket Sales is
delighted to be expanding its
local presence in a number of
European regions.
The aftermarket sales teams in
Ukraine, Siberia (Russia), and
the UK will all be welcoming an
extra area sales representative
in the coming months; whilst the
DENSO Aftermarket Sales team
in Germany will be expanded by
two more sales representatives.
DENSO is also taking the first
steps towards establishing
a localised aftermarket sales
presence in Scandinavia;
planning to take on its first local
representative in the near future.
DENSO EUROPE B.V.
Hogeweyselaan 165 | 1382 JL Weesp | The Netherlands
Tel. +31 (0)294 - 493 493 | Fax. +31 (0)294 - 417 122
www.denso-am.eu
June. Zbigniew will focus on developing
demand from buying group branches and
customers. He brings a vast aftermarket
experience with him having managed a
branch of a key parts distributor in Poland.
Pavel Kalinov and Sergey Eltishchev
have both joined the DENSO Aftermarket
sales team in Russia.
Pavel was appointed as a sales
representative in Russia earlier this year
and brings with him six years’ experience in
selling to Russian aftermarket distributors.
Sergey joined DENSO at the beginning
of June from his previous position with a
IAM distributor. He will be working from
Moscow and focussing on second level
customer development.
> Zbigniew Ruba > Pavel Kalinov
˘
> Sergey Eltishchev > Berry Luigjes
Wiper Blade update on TecDoc
A recent DENSO Wiper Blade range update to TecDoc has
given customers online access to extra part numbers suitable
for an extra 30 million cars. This update, which applies to the
Standard Wiper Blade range, brings TecDoc up to date with
the current DENSO Wiper Blades catalogue and existing range.
For more information please contact your DENSO
Aftermarket Sales Representative.