Motor Finance Online editor Alejandro Gonzalez speaks with Szymon Włochowicz, COO and Head of Delivery at Hicron about how the company is helping dealers, brands, and financiers stay connected in a changing market.

Alejandro Gonzalez (AG): When did Hicron start supporting the development of an Agency Model platform for the automotive industry, and how do you contribute?

Szymon Włochowicz (SW): At Hicron, we’ve been working with the automotive industry for years, helping companies integrate IT systems that streamline vehicle distribution and sales. Our core expertise lies in SAP solutions, which we tailor to meet the needs of National Sales Companies (NSCs) and distributors.

The shift towards the Agency Model—where dealers act more as agents rather than independent retailers—has been a key focus for many of our clients. Our role in these projects is to develop and implement the IT infrastructure that makes this transition possible. This means integrating systems that support direct sales channels, ensuring smooth collaboration between manufacturers, NSCs, and dealers.

Our experience across multiple projects allows us to deliver solutions that align with each client’s unique business model, whether they’re moving towards an agency setup or refining their existing sales strategies.

AG: What key features or functionalities do you recommend to improve collaboration between dealers, NSCs, captive financiers, and customer engagement platforms?

SW: For seamless collaboration, the backbone of the system must be robust and well-integrated. Most of our clients rely on SAP Vehicle Management System (VMS) to manage their operations, and we help them optimise it to fit their specific sales model.

One of the most important steps is defining key business processes and data flows early in the project. A clear structure ensures that information moves efficiently between all stakeholders—dealers, NSCs, and financiers—without causing bottlenecks.

Another crucial factor is ensuring that data is properly managed across interconnected systems. Misalignment can lead to errors, delays, and inefficiencies. By following best practices and industry standards, we help our clients implement IT architectures that facilitate smooth communication and integration. A well-documented and structured approach means fewer disruptions and a system that supports business objectives effectively.

AG: How does Hicron’s IT advisory and support enhance the customer journey from initial contact to post-sale support while maintaining brand consistency for OEMs?

SW: A seamless customer experience depends on well-connected systems and processes. Our role is to make sure that, from the customer’s perspective, the entire journey feels smooth and consistent—whether they’re researching a vehicle, completing a purchase, or accessing after-sales support.

To achieve this, we take a three-step approach:

• First, we work with clients to define the exact processes needed to create a unified customer experience.
• Next, we ensure that data is correctly structured within the IT systems so it flows seamlessly across platforms.
• Finally, we integrate the systems using either a fully connected solution or advanced integration platforms, making sure the internal complexity remains invisible to the customer.

The result? A well-orchestrated experience that not only improves customer satisfaction but also helps OEMs maintain full control over branding, pricing, and customer interactions.

AG: How do you ensure data security and privacy, particularly for sensitive financial information handled by captive financiers?

SW: Data security is a major priority, especially when dealing with financial transactions and customer information. While software providers like SAP and cloud platforms such as AWS offer built-in security measures, a more comprehensive approach is needed to ensure full protection.

We follow industry best practices, including ISO security standards, which provide a framework for securing data flows across different systems. Compliance with local regulations—such as GDPR in Europe—is also essential, as financial data is often subject to strict legal requirements.

By combining software security protocols, international standards, and local regulatory compliance, we create a security strategy that safeguards sensitive financial data while ensuring smooth system operation.

AG: Can you share an example where Hicron’s IT advisory services have improved efficiency and stakeholder satisfaction in the Agency Model framework?

SW: Due to confidentiality agreements, we can’t disclose specific client names, but we’ve worked with several automotive companies to optimise their IT infrastructure for the Agency Model.

Our approach typically involves:

• Refining workflows to eliminate inefficiencies.
• Enhancing collaboration between dealers, NSCs, and financiers.
• Integrating systems to improve data visibility and decision-making.

The results have been significant — clients have seen improved operational efficiency, reduced errors, and better overall stakeholder satisfaction.

AG: How does Hicron stay ahead of industry trends and continue innovating its IT advisory approach?

SW: The automotive sector is evolving rapidly, and IT plays a crucial role in supporting these changes. To stay ahead, we focus on digital transformation strategies that align IT systems with shifting business models.

We rely on established industry standards to guide digital transformation projects, ensuring smooth integration with evolving business processes. Enterprise Architecture methodologies help us plan and manage IT system changes effectively, addressing factors like system integration, data transfer, and application deployment.

By continuously refining our approach and leveraging the latest tools, we help clients navigate industry changes with confidence, ensuring their IT infrastructure is ready to support future growth.

Szymon Włochowicz is Head of Delivery and COO at Hicron Sp. z o.o., a provider of IT and software services based in Wrocław, Poland, serving clients globally.

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