2016 Year-in-Review

The Canadian automotive industry made history this year, with new vehicle sales surpassing 1.9 million for the first time ever. It was also a remarkable year at LGM. Scroll down for a full recap of our 2016 highlights.

LGM in Numbers

A RECORD YEAR

Annual sales growth.

0

increase in
operational revenue

0

total policies
written

0

increase in
policy count

0

in assets under
investment management

OUR PARTNERS DRIVE OUR SUCCESS

We are proud to work with these distinguished automotive brands:

OEM-01

OEM-09

OEM-04

OEM-06

OEM-02

OEM-05

OEM-05

OEM-10

OEM-09

Our Partners sold 442,500 Vehicles in 2016,
representing 23% of the market

LGM provided service to more than
1,300 dealer partners across Canada

IMPROVING THE SALES EXPERIENCE

We introduced the HUB, a simplified and streamlined selling software for the Financial Services Office.

SUPPORTING OUR STRATEGIC OBJECTIVES

We measure our corporate health by four key pillars:

Our Timeline

ENGAGED EMPLOYEES

Our employees embrace the values, vision and culture of the organization and are motivated to move the business forward.

PROFITABLE GROWTH

We take calculated measures to ensure our growth is logical and sustainable, with a positive impact on the bottom line.

SERVICE EXCELLENCE

We continuously improve and innovate to anticipate the needs of our customers and provide exceptional outcomes.

INDUSTRY LEADERSHIP

In 2016, we were recognized for growth, culture and exceptional levels of customer satisfaction:

2014-profit-500-logo

SCP-logo

GPTW-2014-Logo

8 consecutive years

2nd year

2nd year

PARTNERSHIPS & INNOVATION

New initiatives continue to drive us forward:
  • innovation-hyundai

    Signed with our newest partner, Volvo Car Canada Ltd., to provide an expanded suite of branded protection products, launched to market January 2017.

    Author
    Volvo Cars Canada
  • innovation-jdpower

    Customized e-learning modules for Hyundai’s Certified Pre-Owned Program, with content tailored to a dealer’s used car department.

    Author
    Hyundai CPO Training
  • innovation-distracted-driving

    Introduced Job Loss Protection as a standalone unemployment insurance product designed for retail markets with economic uncertainty.

    Author
    Job Loss Protection
  • innovation-bmw-training

    Customers enjoy a new level of confidence and quality assurance when looking for a pre-owned vehicle with the launch of the Mitsubishi Motors’ Certified Pre-Owned (CPO) Program.

    Author
    Mitsubishi CPO
  • innovation-bmw-training

    A- (Excellent) rated Trisura Guarantee Insurance Company joined as an additional underwriter, offering the same high level of protection and competitive advantage for our portfolio of OEM-branded warranty products.

    Author
    Trisura
  • innovation-bmw-training

    National roll-out of the WEX virtual payment solution, providing dealership repair facilities with a highly simplified and more convenient payment process for processing claims online.

    Author
    WEX Program
  • innovation-bmw-training

    New, one-day Elite Performance Follow-Up Course introducing advanced techniques for maximizing Financial Services Office performance.

    Author
    LGM Training

WE TAKE PRIDE IN OUR COMMITMENT TO SERVICE EXCELLENCE

Nation-wide bilingual claims, dealer support and sales network.
LGM-YRW-IconsStats-Calls
LGM-YRW-IconsStats-CSat
162,085 Total Customer Service calls received
48,512 Total Claims processed
98% calls answered within 60 seconds or less

99% Dealers say we meet or exceed their claims service expectations*

97% Dealers say we meet or exceed their sales service expectations*

*Dealer Satisfaction Index (DSI) - 2016 survey score; J.D. Power 3-point scale

NATIONAL SALES TEAM
THAT SPANS THE COUNTRY

Our Dealer Development Managers are CSP-Certified and cover every province, with the sales expertise and product knowledge to provide personalized support for our entire dealer network.
Vancouver, BC
Head Office
Oakville, ON
Oakville Office
Montréal, QC
Québec Office

LGM IN THE SPOTLIGHT

We made headlines in 2016 as a trusted industry voice and progressive thought leader:
"Office design that encourages interaction"
– August 2016, Vancouver Sun
"Service excellence focus at OEM Forum"
– November 2016, Canadian Auto Dealer
"The Future of F&I"
– November 2016, Canadian AutoWorld
"Clarity Demystifies the F&I Process"
– October 2016, AutoJournal
"Leasing changes the F&I game, but not forever"
– December 2016, Automotive News Canada
LGM was also hand-selected to speak at the 2016 J.D. Power TalkAUTO Canada Conference.

OUR DIRECTION

Our Vision

What we aspire to achieve.

As Canada’s best automotive partner, we will revolutionize the consumer ownership experience.

Our Mission

How we get things done.

Our service and innovation builds trust and loyalty.

Our Core Values

Who we are.

INTEGRITY

Our actions and commitments demonstrate responsibility and accountability

 

RESPECT

We value your time, diversity, candor and perspective

 

CONTINUOUS LEARNING

Education and experiences are springboards for new possibilities

SERVICE EXCELLENCE

We are passionate about exceptional service experiences

 

GIVING BACK

We care about our communities for the betterment of our world

 

WE ARE PASSIONATE ABOUT GIVING BACK

Together, our employees donate thousands of hours every year to deserving charities and organizations in every province.

96%

employees used volunteer time to give back

4,463

hours of employee volunteer time

givingback-distractedlogo-image-e

In March, the auto industry united their communities around a critical cause in a big way. Thanks to the efforts of participating dealers, sponsors and media, our second-annual giving back Distracted Driving initiative far exceeded our expectations following our inaugural 2015 campaign:

705

participating dealerships across the country

4,000+

pledges against distracted driving from dealership customers, staff and supporters

150

employee volunteer hours dedicated

40+

media mentions across industry publications, websites and social media

Our 2016 Campaign was generously supported by Sovereign General Insurance Company and The Co-operators.

 

Learn more and join us in 2017 DistractionFree.ca

MESSAGE FROM ADAM HILL, CEO

Adam Hill profile pictureI think we can all agree that 2016 was a year to remember. For one, we were witness to some of the most significant global events in recent memory and were reminded of the unpredictability of politics. In the automotive sector, we watched the industry continue to diversify: autonomous and alternative energy advanced and dominated headlines, sales processes digitized, and in-car technology catered to new levels of consumer expectation.

For us at LGM, the past year was especially significant because we introduced the biggest project in our history: the HUB. Designed, developed and tested by our in-house team of F&I experts, this foundational software was created to streamline the point-of-sale experience and improve process productivity for our valued partners across Canada. We’re pleased with its implementation over the last few months and are even more excited about our plans to begin enhancing the HUB in 2017.

Another exceptional year in Canadian new vehicle sales was reflected in our numbers, with 85 monthly records set across 33 products. We also saw more than 1,600 participants in our training sessions, hosted 100 in-class training events, and experienced a 65% increase in seat sales from the previous year.

We are now proud to partner with nine automotive brands and continue to strengthen these connections through innovative products and industry-leading service excellence. Of course, our dedicated employees are the true drivers of our success. They are the brains behind our product designs, the knowledgeable voices in our call centres, and the stewards of our valued relationships.

Thank you to all of our people, partners and suppliers for another great year. Together, I know we’ll make 2017 the best yet.

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