Adp Live Chat & E Newsletters

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Adp Live Chat & E Newsletters

  1. 1. ADP Live Chat & Dealer eNewsletter Services Overview September 23, 2008 Insert Dealership Logo
  2. 2. Paid Search 2:1 Direct Mail 2:1 Third Party Leads 5:1 Live Chat Focus Spend To The Greatest ROI eNewsletters 10:1 10:1
  3. 3. Live Chat
  4. 4. Convert More Browsers into Buyers <ul><li>Dealership Name: Bill Walsh Automotive Group </li></ul><ul><li>Dealer Principal: Bill Walsh Jr. </li></ul><ul><li>Phone: 815.431.3509 </li></ul><ul><li>Location: Ottawa, Illinois </li></ul><ul><li>Highlights: </li></ul><ul><ul><li>“ Live Chat is where we started our climb in internet success.&quot; </li></ul></ul><ul><ul><li>“ Live Chat functionality on billwalsh.com is consistently one of our top 3 drivers of appointments from the internet web experience to the showroom! “ </li></ul></ul><ul><ul><li>“ We have had triple digit increases in our internet business, and Live Chat is where we started our climb in internet success.&quot; </li></ul></ul><ul><ul><li>“ We closed over 30% of gross leads while increasing our gross on unit sales” </li></ul></ul><ul><ul><li>“ Unique visitors to BillWalsh.com increased by 77% and page views by 63%” </li></ul></ul><ul><li>30% Close Rate on Gross Leads! </li></ul>Live Chat
  5. 5. <ul><li>Live Chat Includes: </li></ul><ul><li>Unlimited Sales Chat Leads </li></ul><ul><li>Service Assistance </li></ul><ul><li>Parts Requests </li></ul><ul><li>Guest Sales Support </li></ul><ul><li>Hot Lead Phone Transfer to BDC </li></ul><ul><li>XML ADF feed into Contact Mgmt </li></ul><ul><li>Transcript Routing to BDC Staff </li></ul><ul><li>Reporting </li></ul><ul><li>Mon - Sun 7am to 1am Eastern </li></ul>Interactive Website – Live Chat
  6. 6. Experience The Power of Live Chat Dealer Interactive Website – Live Chat
  7. 7. Live Chat Results: Average Store The Average Dealer ROI For Live Chat is 10:1 + Monthly Live Chat Leads 11 Close Rate on Live Chat Leads 28% Average Monthly Units Sold 3 Units Total Monthly Dealer Gross $4,467
  8. 8. 2008 Q1 Close Rates by Lead Source
  9. 9. Live Chat Benefits <ul><li>Engage more browsers- 90% of customers leave your dealer site without leaving any information </li></ul><ul><li>Serious Buyers- 88% of Live Chat users buy within a month </li></ul><ul><li>Live Chat increases site stickiness- 40% say they would surf away from your site without Live Chat </li></ul><ul><li>Allows you to build trust and rapport prior to visiting your store </li></ul><ul><li>Live Chat leads close at a 1.6 times higher rate on average than dealer website leads </li></ul><ul><li>Second highest closing online lead source behind Black Book Online </li></ul><ul><li>Floor Traffic – 80% of Live Chat users physically visit your dealership </li></ul>
  10. 10. Dealer eNewsletter Service
  11. 11. Dealer Generates 5:1 ROI <ul><li>Dealership Name: Jim Glover Chevrolet </li></ul><ul><li>Location: Tulsa, Oklahoma </li></ul><ul><li>Send Date: June 23 rd , 2008 @ 4:45pm </li></ul><ul><li>eNewsletters Sent: 30,000 </li></ul><ul><li>Dealer Comments 24 hours later: </li></ul><ul><ul><li>“ Our phone has been ringing off the hook” </li></ul></ul><ul><ul><li>“ I Sold 2 units last night from it and grossed over $5,000.” </li></ul></ul><ul><ul><li>“ The Service Department has been taking a bunch of appointments.” </li></ul></ul><ul><ul><li>“ I can’t believe how many credit applications we got [over 50 applications submitted]… we were processing the applications until 10:45 last night.” </li></ul></ul><ul><ul><li>“ I can’t believe how much website traffic it generated.” </li></ul></ul><ul><li>ROI: 5:1 in the first 6 hours! </li></ul>
  12. 12. <ul><li>Monthly eNewsletter Includes: </li></ul><ul><li>Custom Mast Head </li></ul><ul><li>1 Custom “From the Desk Of” Article </li></ul><ul><li>1 Monthly Seasonal Article </li></ul><ul><li>3 Automotive Lifestyle Articles </li></ul><ul><li>Live Chat Enabled </li></ul><ul><li>Specials </li></ul><ul><li>Website Links </li></ul><ul><li>Leverage “News Portal” </li></ul><ul><li>Financing Push </li></ul><ul><li>Inventory Routing </li></ul><ul><li>Web based Real Results Reporting (R3™) </li></ul><ul><li>Proactive Call Campaign List Exporting </li></ul>Dealer Interactive Marketing - eNewsletters
  13. 13. Dealer eNewsletter Metrics <ul><li>Performance Metric Our Average Industry* </li></ul><ul><li>Delivery 99.8% 75.3%-84.9% </li></ul><ul><li>Open 20.9% 10.9%-14.0% </li></ul><ul><li>Click 20.0% 5.2%-13.3% </li></ul><ul><li>Average Dealer List 4,000 </li></ul><ul><li>Monthly Influenced Revenue </li></ul><ul><li>(Average Dealer): </li></ul><ul><li>Service Appointments 16+ </li></ul><ul><li>Vehicle Sales 4+ </li></ul><ul><li>Average Dealer Gross $9,456 </li></ul><ul><li>Repeat Customer Gross +$300 </li></ul><ul><li>Annual Influenced ROI </li></ul><ul><li>Average Dealer Gross $113,472 </li></ul><ul><li>Return 24 :1 </li></ul>* Source: Industry Average from Internet Retailer 2007 Benchmarks Tour
  14. 14. Dealer Live Chat & Interactive Marketing Discussion & Next Steps
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