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Adp Dealer servicessocial media / reputation managementSOLUTIONS overview<br />
About ADP<br />Automatic Data Processing, Inc. [NASDAQ: ADP]<br />Outsourced Human Resources, payroll, tax and benefits <b...
Over 585,000 clients
Fortune 300 company
One of Fortune’s “Most Admired”
1 of only 4 U.S. companies with AAA-ratings from both Moody’s and Standard & Poor’s</li></ul>ADP Dealer Services Division<...
Over 30 years of experience
6,500 associates worldwide
2,000+ dedicated to client services and support</li></ul>ADP Dealer Services <br />Corporate Headquarters<br />Hoffman Est...
ADP Dealer Services –  Global Footprint<br />Largest Global DMS Provider with nearly 27,000 clients in <br />over 90 count...
Auto and Light Truck<br />Truck (buses, semi’s)<br />Agriculture and Heavy Equipment<br />Marine, RV (mobile/trailer), Mot...
Other Companies/Brands ADP-DS Markets<br />Improve Marketing Effectiveness<br />Improve Marketing Effectiveness<br />Deale...
Guiding Principles<br />Bring our clients and their customers together for life, wherever they are,by delivering an except...
Expertise
Unrelenting commitment to          client service excellence
Innovations that make a difference
Each person counts
Results-oriented
Social responsibility
Each person counts
Results-oriented
Social responsibility
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A D P Social Media Reputation Management

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A D P Social Media Reputation Management

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  • Critical to the success of your Social Marketing strategy is the concept of a Community Site with a Hub &amp; Spoke deployment. The key is to create a place where you can aggregate and consolidate UGC and then push and pull it across the web to…Social media sites like Facebook and,Video sites like YouTube and,News and Information sites like Forbes and,Survey sites like Survey Gizmo and,Reputation/Consumer advocate sites like DealeRater, andThe list goes on and on and on.The winning strategy here is to be everywhere at once with so much positive (and probably some negative) content, that you flood the digital world with your story.In this world, being Viral is a good thing!
  • Employee and supplier customer interaction is the Secret Sauce to improved CSI, public appreciation, attitude, processes, productivity, profitability for every department, external and internal communications. Your community site easily makes you the center hub for civic activities, local interests, vehicle discussions and dealership happens. While automatically creating and distributing User Generated Content throughout your massive Social Network.
  • Transcript of "A D P Social Media Reputation Management"

    1. 1. Adp Dealer servicessocial media / reputation managementSOLUTIONS overview<br />
    2. 2. About ADP<br />Automatic Data Processing, Inc. [NASDAQ: ADP]<br />Outsourced Human Resources, payroll, tax and benefits <br />administration <br /><ul><li>$9 billion in revenue
    3. 3. Over 585,000 clients
    4. 4. Fortune 300 company
    5. 5. One of Fortune’s “Most Admired”
    6. 6. 1 of only 4 U.S. companies with AAA-ratings from both Moody’s and Standard & Poor’s</li></ul>ADP Dealer Services Division<br />Dealer management systems and layered applications <br />such as Digital Marketing, CRM, and IP Telephony<br /><ul><li>$1.25 billion (F*) in revenue
    7. 7. Over 30 years of experience
    8. 8. 6,500 associates worldwide
    9. 9. 2,000+ dedicated to client services and support</li></ul>ADP Dealer Services <br />Corporate Headquarters<br />Hoffman Estates, IL<br />*FY’10 Forecast<br />
    10. 10. ADP Dealer Services – Global Footprint<br />Largest Global DMS Provider with nearly 27,000 clients in <br />over 90 countries<br />North America | Latin America | Europe | Asia | Africa | Australia / Oceania<br />ADP Presence<br />
    11. 11. Auto and Light Truck<br />Truck (buses, semi’s)<br />Agriculture and Heavy Equipment<br />Marine, RV (mobile/trailer), Motorcycle<br />North American Dealer Segments<br />Branded: <br />Branded: <br />Currently Branded:<br />Construction Equipment, Farming/<br />Ag. Caterpillar, John Deere etc.<br />Currently Branded:<br />
    12. 12. Other Companies/Brands ADP-DS Markets<br />Improve Marketing Effectiveness<br />Improve Marketing Effectiveness<br />Dealer Office Xpress:Joint Venture with ADP and Standard Register.<br />(Laser, forms, tags etc.)<br />Branded: DOX<br />Digital MotorWorks:<br />Provides data and solutions to OEMs and Third Parties.<br />Branded: DMi<br />Computer Vehicle Registration:Joint Venture with our main DMS competitor, Reynolds: <br />Branded: CVR<br />Open Dealer Exchange:<br />Joint Venture with our main DMS competitor, Reynolds: <br />Branded: ODE<br />Front end Consultants<br />20 Groups, Stats<br />
    13. 13. Guiding Principles<br />Bring our clients and their customers together for life, wherever they are,by delivering an exceptional experience with a local touch.<br />Bring our clients and their customers together for life, wherever they are,by delivering an exceptional experience with a local touch.<br />Bring our clients and their customers together for life, wherever they are,by delivering an exceptional experience with a local touch.<br />Help our clients sell vehicles, parts and service profitably.<br />Help our clients sell vehicles, parts and service profitably.<br />Help our clients sell vehicles, parts and service profitably.<br />Help our clients sell vehicles, parts and service profitably.<br /><ul><li>Integrity in everything
    14. 14. Expertise
    15. 15. Unrelenting commitment to client service excellence
    16. 16. Innovations that make a difference
    17. 17. Each person counts
    18. 18. Results-oriented
    19. 19. Social responsibility
    20. 20. Each person counts
    21. 21. Results-oriented
    22. 22. Social responsibility
    23. 23. Integrity in everything
    24. 24. Expertise
    25. 25. Unrelenting commitment to client service excellence
    26. 26. Innovations that make a difference</li></ul>Bring our clients and their customers together for life, wherever they are,by delivering an exceptional experience with a local touch.<br />Help our clients sell vehicles, parts and service profitably.<br />Innovative product, sales and service leadership that allows us to deliver reliable, easy-to-use, scalable solutions that transform the way vehicles are marketed, sold and serviced.<br />Innovative product, sales and service leadership that allows us to deliver reliable, easy-to-use, scalable solutions that transform the way vehicles are marketed, sold and serviced.<br />Innovative product, sales and service leadership that allows us to deliver reliable, easy-to-use, scalable solutions that transform the way vehicles are marketed, sold and serviced.<br />
    27. 27. Top Dealer Groups in North America<br />ADP Dealer Services is contracted with 8 out of 10 of the top dealer groups in the U.S. and is the sole source DMS provider for 7 of the top 10.<br />AutoNation, Inc.<br />Penske<br />CarMax<br />Sonic Automotive<br />Group 1 Automotive, Inc.<br />Van Tuyl<br />Hendrick<br />Asbury<br />Holman Enterprises<br />Larry H. Miller Group<br />Source: Ward’s Dealer Business<br />
    28. 28. ADP Dealer Services – Breadth of Solutions<br />Focused on helping dealers and manufacturers use technology to increase efficiency and driving results throughout every area of the dealership<br />Key Solutions<br />Dealer Mgmt Systems<br />Digital Marketing incl Social Media<br />Mobile<br />IP Telephony<br />Networking<br />Business Intelligence<br />Business Process Outsourcing<br />Segments<br />Heavy Equip<br />Agriculture<br />PowerSports<br />Marine<br />RV<br />Auto<br />Heavy Truck<br />
    29. 29. Desking<br />Credit<br />Menu<br />F&I<br />Digital Contracting<br />Vehicle Mgmt<br />Websites<br />Business Online<br />CRM<br />Campaigns<br />BDC<br />Lead Mgmt<br />Digital Marketing<br />Websites<br />Marketing<br />Lead Mgmt<br />DataFresh<br />Dir Mail<br />Finance Online<br />Service Online<br />Vehicle Online<br />Quotes Online<br />Trade Online<br />Hosted Phone<br />Social Media / Rep Mgt<br />YOU DO IT<br />WE HELP<br />WE DO IT<br />Managed Campaigns<br />Loyalty Solutions<br />Digital Advertising<br />CallTracking<br />eNewsletter<br />Live Chat<br />VirtualMktgRep<br />Sell Cars, Parts and Service Profitably – Front-End Solutions<br />GENERATE TRAFFIC<br />MANAGE CUSTOMERS<br />TRANSACT BUSINESS<br />
    30. 30. Total Digital Solution <br />Sales Campaigns<br />Service Campaigns<br />Finance Campaigns<br />SEM, SEO<br />Social Media<br />Attract<br />Digital Advertising<br />Display, Behavioral,<br />SEM, SEO<br />Websites<br />Convert<br />Website Solutions<br />Websites, Mobile Sites, Call Tracking, Chat<br />Mobile Site<br />Transact<br />Business Online<br />Vehicle, Quotes, Trade, Finance, Service<br />Quotes<br />Online<br />Finance<br />Online<br />Trade<br />Online<br />Vehicle<br />Online<br />Service<br />Online<br />Retain<br />Customer Loyalty<br />BuzzTrack, BuzzMail, eNewsletter<br />
    31. 31. Social Media / Reputation Management<br />Your brand is already out there<br />IT’S HUGE>> Over 400 million users on Facebook…using it every day<br />INCREASINGLY DIVERSE >> Mothers & English-speaking Hispanic populations are fast growing user segments<br />IT’S RELEVANT >> Google indexes social content Complements eMail & Search Marketing<br />IT’S WHERE BUYERS ARE >> #1 site visited by auto buyers in July ‘09? …was Facebook<br />…whether or not you choose to participate<br />SO… WHAT’S YOUR STRATEGY?<br />
    32. 32. 1) Lots of Sites  Keeping up with all the Social Sites<br />Knowledge: New sites always pop up. How many should I use? Which ones?<br />Productivity: How do I effectively participate without affecting productivity?<br />2) Lots of Content  Producing enough quality content in all of the Social Sites<br />Quality: Stale or irrelevant content turns off users. How do I get good content and control quality?<br />Productivity: How do I create good content regularly without an impact on employee productivity?<br />3) Two-Edged Sword  Awareness and managing of negative commentary<br />Awareness: How will I know when negative content is posted?<br />Skill Set: What should I do when negative content appears?<br />The Challenges<br />Companies cite “Lack of Knowledgeable Staff” as #1 impediment to using Social Media more effectively as part of their advertising mixMarketing Sherpa, Dec 2008<br />
    33. 33. Social is Different…<br /><ul><li>Social users turn away from a site in droves if they perceive their just being marketed to
    34. 34. Social users are looking for relevant information and engagement
    35. 35. Simply putting inventory listings on your social site page does little to truly engage social users …and it may turn them off entirely
    36. 36. There’s a whole universe of social sites and more emerging all the time…a single page is hardly enough</li></ul>Comprehensive Social Media Strategy<br />
    37. 37. Social Media / Reputation ManagementComplete Social Marketing Team<br />Social Marketing Representative (SoMAR)<br /><ul><li>ADP Social Marketing Professional
    38. 38. Dedicated to your account</li></ul>SoMAR’srole:<br />Execute<br />Report<br />Adjust<br />Plan<br />SoMAR<br />
    39. 39. Social Marketing / Reputation ManagementComplete Social Marketing Team<br />Complete Social Marketing Team<br /><ul><li>Professional Execution
    40. 40. Social Marketing skill set</li></ul>Execute<br />Report<br />Adjust<br />Plan<br />SoMAR<br />Design<br />Configuration<br />Sales<br />Training<br />
    41. 41. DealershipSocialNetwork Site<br />Dealership Community Strategy<br />The hub of a Hub-&-Spoke SM/RM Strategy<br />
    42. 42. Social Network Management<br />Services Managed For You<br /><ul><li>Brand registration services
    43. 43. Managing social profiles
    44. 44. Brand monitoring
    45. 45. Social relevancy monitoring
    46. 46. Reporting and alerts multiple times per day
    47. 47. 100s of social networks</li></li></ul><li>Employee Participation<br />Dealer Message – Dealer Control<br />Civic activities<br />Local interests<br />Vehicle discussions<br />Dealership happenings<br />RSS Feeds <br />Managed by ADP<br />OEMs<br />Enthusiast sites<br />Video / photo feeds<br />Positive UGC<br />Systemic process <br />Lots of positive UGC<br />Content analysis & syndication<br />Brand Monitoring<br />Over 200 Ancira Employees participate in community<br />
    48. 48. Amplify The Positive – Consumer Feedback<br /><ul><li>DealerRater Certification
    49. 49. Encourage / solicit consumer feedback at time of delivery
    50. 50. Post positive reviews to Dealer’s Community Site
    51. 51. Amplify the message by publishing to all social sites
    52. 52. Any negative reviews send alert to dealer and your social media pro
    53. 53. 10-day hold on posting enabling dealer to engage and rectify
    54. 54. BZ Social Media Pro provides Brand Monitoring service of dealer brand on all social sites to raise dealer awareness</li></ul>19<br />
    55. 55. Case Study: Ancira Auto Group<br />Birth of a Community<br />ADP Builds Ancira Auto Community Site<br />Dealer personnel set-up profilesGet engaged<br />Dealer Information<br />Ancira Crafts Their Message<br />Syndicated Content<br />Relevant Info From Other Sources<br />User Content<br />Fun Stuff For Customers<br />Local Interest<br />Highlight Ancira’s Civic Leadership<br />Registration / Publication<br />Site Registered in 120 Social Venues<br />Will you be my Facebook friend?<br />3<br />4<br />5<br />6<br />1<br />2<br />
    56. 56. Case Study: Ancira Auto Group – Stellar Results<br />Positive customer feedback<br />“I am absolutely blown away that you not only responded… but that you use social media”<br />“I will be happy to explain to everyone the fantastic service I received…”<br />Returns10 pages of Ancira content<br />ancira dodge san antonio<br />Brand Name Search<br />Search Engine Results<br />Consumer response<br />
    57. 57. Thank You<br />
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