Reynolds and Reynolds
                      Reynolds Customer Management Solutions Management
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Reynolds and Reynolds
                                                           Contact Management
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Reynolds and Reynolds
                                                           Contact Management
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Reynolds and Reynolds
                                                           Contact Management
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Reynolds and Reynolds
                                                           Contact Management
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Reynolds and Reynolds
                                                           Contact Management
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Reynolds and Reynolds
                                                         Contact Management
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Reynolds and Reynolds
                                                         Contact Management
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Reynolds and Reynolds




                                                  CRM Process Assessment & Strategy Day - Dealer...
Reynolds and Reynolds




                                            CRM Process Development - Dealer Visit Timeline
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Reynolds and Reynolds




                                                               CRM Integrated Process+Technology...
Reynolds and Reynolds




                               Continuous Improvement Process for Customer Relationship Manageme...
Reynolds and Reynolds




                                                               CRM Process Introduction & Skills...
Reynolds and Reynolds




                Contact Management Schedules, Process, Activity & Template Customization
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Reynolds and Reynolds




                                        Technology Utilization Management and Process Integratio...
Reynolds and Reynolds
                                             Contact Management
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Reynolds and Reynolds
                                                  Contact Management
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Process Growth
       Dealer Visit Timeline - Day Six
       Internet Solution
                Click Here to Return to the...
Reynolds and Reynolds
                                              Contact Management
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Reynolds and Reynolds
                                            Contact Management
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Reynolds and Reynolds
                                              Contact Management
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Reynolds and Reynolds
                                              Contact Management
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Reynolds and Reynolds
                                              Contact Management
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Process Growth
        Dealer Visit Timeline - Day Seven
        Telephone Solution
               Click Here to Return to...
Reynolds and Reynolds
                                             Contact Management
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Process Growth
        Dealer Visit Timeline - Day Seven
        Unsold Follow-Up
               Click Here to Return to t...
Process Growth
        Dealer Visit Timeline - Day Seven
        Sold Follow-Up
               Click Here to Return to the...
Process Growth
        Dealer Visit Timeline - Day Seven
        Service Follow - Up
               Click Here to Return t...
Process Growth
        Dealer Visit Timeline - Day Seven
        Prospecting
               Click Here to Return to the CR...
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Automotive crm dp-lsi-fs solutions features grid

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Transcript of "Automotive crm dp-lsi-fs solutions features grid"

  1. 1. Reynolds and Reynolds Reynolds Customer Management Solutions Management Contact Solutions by Profit Leak Capabilities & Features and Training Bundles Consulting Contact By Business Development Area Management Dealerpoint LSI Footsteps Application Features Support the Profit Leak Indicated to the degree of Optimization shown on a 1 - 10 Index, with 10 being maximum optimization and focused features Incoming Showroom Traffic Management: 10 5 4 5 Incoming Telephone Opportunities: 10 5 4 5 Incoming Internet Lead Management: 7 9 1 10 S/T/I Unsold Follow-Up Processes: 10 6 8 7 Sold Customer Follow-Up Processes: 9 5 9 5 Service & Maintenance Follow-Up Process: 10 1 2 1 Non-Customer List Prospecting: 5 1 9 1 Process Engineering Requirement Index: 10 4 8 6 Sales Staff Utilization Index: 9 7 5 8 Management Utilization Index: 8 6 7 6 BDC or Specialist Utilization Index: 10 8 9 7 *Total CRM Process Support Index: 98 57 66 61 Solution Characteristics ASP, Server-Based LAN or PC based: ASP ASP LAN or PC ASP DMS "Push" Integration: NO DMS "Pull" Integration: NO Real-Time DMS Integration: NO Receive Email Capabilities: YES Send Email Capabilities: YES Email Templates: YES Telephone Scripts: NO Timeline Process Automation: NO Results Based Process Flow: NO Telephone Tracking System Integration: NO Requires Consulting Services: NO Seminar Training Available: YES REPORTS YES Customer Online Activity Tracking NO NO NO YES Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  2. 2. Reynolds and Reynolds Contact Management Consulting and Training Bundle: Inbound Showroom Opportunities CRM Showroom Solution: RCS Delivery Components Click on any of the RCS Categories below to see a Average Monthly New/Used Sales Volume of Dealer detailed Daily Agenda Outline Up to 150 151 to 300 301 to 450 451 and Up 8.1: Customer Contact Process Assessment & Management Team Strategy Meeting: 1 1 1 Custom Quote 8.2: Showroom Process Development Meetings & CM Skills Requirement Definition by Position: 1 3 5 Custom Quote 8.3: CRM Integrated Process+Technology "Live" Implementation & Launch Coaching/Training: 2 4 6 Custom Quote 8.4: Continuous Improvement Process with Management Metrics Review and Analysis: 0 0 0 Custom Quote CRM Showroom Solution: 4 8 12 Custom Quote Click Here to Return to the CRM Solutions Worksheet CM Showroom CRM Package* Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  3. 3. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Inbound Telephone Opportunities CRM Telephone Solution: RCS Delivery Components Click on any of the RCS Categories below to see a Average Monthly New/Used Sales Volume of Dealer detailed Daily Agenda Outline Up to 150 151 to 300 301 to 450 451 and Up 8.1: Customer Contact Process Assessment & Management Team Strategy Meeting: 1 1 1 Custom Quote 8.2: Phone Process Development Meetings & CM Skills Requirement Definition by Position: 1 1 1 Custom Quote 8.5: Telephone Process Introduction Meetings & Execution Skills Development Workshops: 1 2 3 Custom Quote 8.3: CRM Integrated Process+Technology "Live" Implementation & Launch Coaching/Training: 1 2 3 Custom Quote 8.4: Continuous Improvement Process with Management Metrics Review and Analysis: 0 0 0 Custom Quote CRM Telephone Solution: 4 6 8 Custom Quote Click Here to Return to the CRM Solutions Worksheet CM Telephone CRM Package* Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  4. 4. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Inbound Internet Opportunities CRM Internet Solution: RCS Delivery Components Click on any of the RCS Categories below to see a Average Monthly New/Used Sales Volume of Dealer detailed Daily Agenda Outline Up to 150 151 to 300 301 to 450 451 and Up 8.1: Customer Contact Process Assessment & Management Team Strategy Meeting: 1 1 1 Custom Quote 8.2: Internet Process Development Meetings & CM Skills Requirement Definition by Position: 1 1 1 Custom Quote 8.6: Internet Process Development: Map, Document, Templates & Scripts Customization: 0 1 1 Custom Quote 8.5: Internet Process Introduction Meetings & Execution Skills Development Workshops: 1 1 2 Custom Quote 8.7: CM Technology Utilization, Skills Management and Process Integration: 0 1 1 Custom Quote 8.3: CRM Integrated Process+Technology "Live" Implementation & Launch Coaching/Training: 1 1 2 Custom Quote 8.4: Continuous Improvement Process with Management Metrics Review and Analysis: 0 0 0 Custom Quote CRM Internet Solution: 4 6 8 Custom Quote Click Here to Return to the CRM Solutions Worksheet CM Internet CRM Package* Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  5. 5. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Outbound Unsold Opportunities CRM Unsold Follow-Up Solution: RCS Delivery Components Click on any of the RCS Categories below to see a Average Monthly New/Used Sales Volume of Dealer detailed Daily Agenda Outline Up to 150 151 to 300 301 to 450 451 and Up 8.1: Customer Contact Process Assessment & Management Team Strategy Meeting: 1 1 1 Custom Quote 8.2: Unsold Follow-up Process Development & CM Skills Requirement Definition by Position: 1 1 1 Custom Quote 8.6: Unsold Follow-up Process Mapping, Document, Templates & Scripts Customization: 0 1 1 Custom Quote 8.5: Unsold Follow-up Process Introduction & Execution Skills Development Workshops: 0 1 2 Custom Quote 8.7: CM Technology Utilization, Skills Management and Process Integration: 1 1 2 Custom Quote 8.3: CRM Integrated Process+Technology "Live" Implementation & Launch Coaching/Training: 1 1 1 Custom Quote 8.4: Continuous Improvement Process with Management Metrics Review and Analysis: 0 0 0 Custom Quote CRM Unsold Follow-Up Solution: 4 6 8 Custom Quote Click Here to Return to the CRM Solutions Worksheet CM Unsold Follow-Up CRM Package* Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  6. 6. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Outbound Sold Opportunities CRM Sold Follow-Up Solution: RCS Delivery Components Click on any of the RCS Categories below to see a Average Monthly New/Used Sales Volume of Dealer detailed Daily Agenda Outline Up to 150 151 to 300 301 to 450 451 and Up 8.1: Customer Contact Process Assessment & Management Team Strategy Meeting: 1 1 1 Custom Quote 8.2: Sold Follow-up Process Development & CM Skills Requirement Definition by Position: 1 1 1 Custom Quote 8.6: Sold Follow-up Process Mapping, Document, Templates & Scripts Customization: 0 0 1 Custom Quote 8.5: Sold Follow-up Process Introduction & Execution Skills Development Workshops: 0 1 1 Custom Quote 8.7: CM Technology Utilization, Skills Management and Process Integration: 1 1 1 Custom Quote 8.3: CRM Integrated Process+Technology "Live" Implementation & Launch Coaching/Training: 1 1 1 Custom Quote 8.4: Continuous Improvement Process with Management Metrics Review and Analysis: 0 0 0 Custom Quote CRM Sold Follow-Up Solution: 4 5 6 Custom Quote Click Here to Return to the CRM Solutions Worksheet CM Sold Follow-Up CRM Package* Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  7. 7. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Outbound Service Follow-up Opportunities CRM Service Follow-up Solution: RCS Delivery Components Click on any of the RCS Categories below to see a Average Monthly New/Used Sales Volume of Dealer detailed Daily Agenda Outline Up to 150 151 to 300 301 to 450 451 and Up 8.1: Customer Contact Process Assessment & Management Team Strategy Meeting: 1 1 1 Custom Quote 8.2: Service Follow-up Process Development & CM Skills Requirement Definition by Position: 1 1 1 Custom Quote 8.6: Service Follow-up Process Mapping, Document, Templates & Scripts Customization: 0 0 1 Custom Quote 8.5: Service Follow-up Process Execution & Execution Skills Development Workshops: 0 1 1 Custom Quote 8.7: CM Technology Utilization, Skills Management and Process Integration: 1 1 1 Custom Quote 8.3: CRM Integrated Process+Technology "Live" Implementation & Launch Coaching/Training: 1 1 1 Custom Quote 8.4: Continuous Improvement Process with Management Metrics Review and Analysis: 0 0 0 Custom Quote CRM Service Follow-up Solution: 4 5 6 Custom Quote Click Here to Return to the CRM Solutions Worksheet CM Service Follow-up CRM Package* Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  8. 8. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Outbound Prospecting Opportunities CRM Prospecting Solution: RCS Delivery Components Click on any of the RCS Categories below to see a Average Monthly New/Used Sales Volume of Dealer detailed Daily Agenda Outline Up to 150 151 to 300 301 to 450 451 and Up 8.1: Customer Contact Process Assessment & Management Team Strategy Meeting: 1 1 1 Custom Quote 8.2: Prospecting Processes Development & CM Skills Requirement Definition by Position: 1 1 1 Custom Quote 8.6: Prospecting Processes Mapping, Document, Templates & Scripts Customization: 0 0 1 Custom Quote 8.5: Prospecting Processes Introduction & Execution Skills Development Workshops: 0 1 1 Custom Quote 8.7: CM Technology Utilization, Skills Management and Process Integration: 1 1 1 Custom Quote 8.3: CRM Integrated Process+Technology "Live" Implementation & Launch Coaching/Training: 1 1 1 Custom Quote 8.4: Continuous Improvement Process with Management Metrics Review and Analysis: 0 0 0 Custom Quote CRM Prospecting Solution: 4 5 6 Custom Quote Click Here to Return to the CRM Solutions Worksheet CM Prospecting CRM Package* Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  9. 9. Reynolds and Reynolds CRM Process Assessment & Strategy Day - Dealer Visit Timeline Contact Management Process Assessment & Strategy Development Each dealership must have their Pre-Visit Assessment and Data Collection forms completed prior to day of visit Click Here to Return to the CRM Solutions Worksheet Click on the Profit Leak Number to Go to that Solution Worksheet: 1 2 3 4 5 6 7 Start Finish Time Time Dealership Drive-Through "Kodak" location & site assessment 8:00AM 8:15AM Meeting and Interview with Dealer Principal or General Manager 8:15AM 9:00 AM Clarify essential building blocks for CRM & Outline Program Objectives Create an understanding of the unique value proposition offered to the dealer from CRM process assessment Re-Confirm Information collected prior to visit and note any changes Interview Dealer/GM using CRM Process Assessment Kit format & complete "Process Owner" questionnaire Management Team Meeting 9:00 AM 9:30 AM Clarify understanding of value received by the Management Team from the CRM Process Assessment Re-Confirm Interview Agenda and time slots for each Manager Interview Review the outline and agenda for CRM Process Assessment - Key Objectives Meeting and Interview with General Sales Manager 9:30 AM 10:15 AM Interview using CRM Process Assessment Kit format & complete relevant "Process Owner" questionnaire Meeting and Interview with New Vehicle Sales Manager 10:15 AM 11:00AM Interview using CRM Process Assessment Kit format & complete relevant "Process Owner" questionnaire Meeting and Interview with Used Vehicle Sales Manager 11:00AM 11:45 AM Interview using CRM Process Assessment Kit format & complete relevant "Process Owner" questionnaire Lunch 11:45 AM 12:30 PM Meeting and Interview with Fixed Operations Manager 12:30 PM 1:15 PM Interview using CRM Process Assessment Kit format & complete relevant "Process Owner" questionnaire Interview with Manager who has "Ownership" of the CRM Business Development Process 1:15 PM 2:00 PM Interview using CRM Process Assessment Kit format & complete relevant "Process Owner" questionnaire Interview Relevant Dealer Staff that execute the CRM Business Development processes 2:00 PM 2:45 PM Interview using CRM Process Assessment Kit format & complete relevant "Process Owner" questionnaire Meeting and Interview with Dealership Finance & Insurance Manager 2:45 PM 3:30 PM Interview using CRM Process Assessment Kit format & complete relevant "Process Owner" questionnaire Management Team Meeting to Review Findings and Establish initail CRM Strategy 3:30 PM 5:00PM Facilitate development of Dealer's CRM Strategy with Management Team, by Profit Leak, and establsih sequence for Process Development and Installation Document Strategic Action Plan for CRM Process Development as agreed by Management Team Dealer/General Manager Exit Meeting with Questions & Answers session 5:00PM 6:00 PM Review of Day's Meetings, Interviews and CRM Strategic Action Plan Review of Data and Information gathered during visit Obtain signature from dealer acknowledging visit and accuracy of information gathered Copyright 2002 - Reynolds and Reynolds - All rights reserved
  10. 10. Reynolds and Reynolds CRM Process Development - Dealer Visit Timeline CRM Process Mapping by Profit Leak using Contact Management as Supporting Technology Dealership must have had their Process Assessment by Profit Leak and Management Strategy Meeting completed prior to day of visit Click Here to Return to the CRM Solutions Worksheet Click on the Profit Leak Number to Go to that Solution Worksheet: 1 2 3 4 5 6 7 Start Finish Time Time Meeting and Interview with Dealer Principal or General Manager 8:30 AM 9:00 AM Clarify process directives established during Strategy Day by Profit Leak Clarify Dealer's understanding of unique value proposition offered from CRM process development supported by CM Confirm identity of who will "own" each Profit Leak's supporting process definition & be responsible for execution Outline what will and will not be accomplished during Process Development within the time included in the CM contract Meetings with Process Stakeholder(s) 9:00 AM 12:00 Noon Create Process Maps. Using preprinted sample Flowcharts to clarify avenues of implementation for Process Stakeholder to define Clarify understanding of value received by the Management Team from CRM Process Development Identify training needs for owners of each specific process Lunch 12:00 Noon 1:00 PM Meetings with Process Stakeholder(s) 1:00 PM 4:00 PM Create or select template and scripts to be customized. Email Templates: Sequence, Content, Triggers Telephone scripts: Word tracks, Determine Use Create training document for each employee that will be fulfilled by CEP Meeting with Dealer Principal and/or General Manager 4:00 PM 5:00 PM Inform GM what was achieved today and where you stand for launch Explain Process Maps form and function Clarify CM Training Needs by Job Category - Set stage for CEP training visits Explain ownership of CEP's time efficiency and how to use Process Maps as a management tool Discuss Continous Improvement Process Maintenance and "Plant Seed" for enrollment Review of Day's Meetings and status of CRM Strategic Action Plan Review of Data and Information gathered during visit Obtain signature from dealer acknowledging visit and accuracy of information gathered Copyright 2002 - Reynolds and Reynolds - All rights reserved
  11. 11. Reynolds and Reynolds CRM Integrated Process+Technology Launch Contact Management Supported CRM Implementation Within Daily Business Processes Each dealership must have received their Customer Education Professional in-dealership CM training prior to day of visit Click Here to Return to the CRM Solutions Worksheet Click on the Profit Leak Number to Go to that Solution Worksheet: 1 2 3 4 5 6 7 Start Finish Daily Agenda for Catalyst visit to dealership with timeline and Catalyst process steps outlined Time Time Process Launch Meeting with Dealer Principal and/or General Manager: 8:30 AM 9:30 AM Clarify essential business processes that must be executed by dealer's staff to enable processes to work Map out sequence of who will be coached on process execution and in what sequence based on dealer guidance Identify unique challenges that have arisen since CM application launch tha may effect process implementation Establish dealer exit meeting day and time to review Catalyst CIP and next steps to be taken to assure success Process+Technology Launch Management Team Meeting: 9:30 AM 10:30 AM Clarify Management's understanding of value received rom the CRM Process & Technology implementation Re-Confirm training/coaching sequence & time slots for each staff/group session with Catalyst Review the processes being implemented, how technology is utilized and outline Key points of execution Group Sesson with Tier 1 Contact Management Users: 10:30 AM 12:00 Noon Review log-in procedures, Data Entry, Client look-ups and handle questions that have arisen since the CEP visit Transfer Knowledge: New Client creation vs. Adding new prospects to existing clients in ERA Transfer Knowledge: Within the dealership's defined processes, when to push deals to ERA F&I and known issues Lunch Break 12:00 Noon 1:00 PM Individual One-On-One Sessions with Tier 2 Contact Management users: 1:00 PM 2:30 PM Review Daily Activity Completion procedures, Determining results & questions that have arisen since the CEP visit Transfer Knowledge: Client account maintenance strategies and how they tie in with Daily Activity Schedules Transfer Knowledge: Sales posted in ERA and associating with correct prospects in Contact Management Transfer Knowledge: Within the dealership's defined processes, when to push deals to ERA F&I and known issues Work with Manager #1 who has "Ownership" of a CRM Business Development Process 2:30 PM 3:30 PM Review all aspects of CRM Process+Technology Launch & address issues & concerns using a solutions approach Work shoulder-to-shoulder with manager to ensure they understand relevant CM utilization within processes Knowledge Transfer: Ensure that manager is comfortable enough with CM to supervise daily task completion Work with Manager #2 who has "Ownership" of a CRM Business Development Process 3:30 PM 4:30 PM Review all aspects of CRM Process+Technology Launch & address issues & concerns using a solutions approach Work shoulder-to-shoulder with manager to ensure they understand relevant CM utilization within processes Knowledge Transfer: Ensure that manager is comfortable enough with CM to supervise daily task completion Dealer/General Manager Exit Meeting with CIP Report Review & Sign-off: 4:30 PM 5:30 PM Review of Day's consulting & training results; identify most significant accomplishments Establish progress to date assessment relative to original implementation planning & strategy Review Catalyst recommendations for next steps to be taken & establish agreement on who will do what, by when Signatures acknowledging visit results and understanding of Continuous Improvement Process recommendations Copyright 2002 - Reynolds and Reynolds - All rights reserved
  12. 12. Reynolds and Reynolds Continuous Improvement Process for Customer Relationship Management Contact Management Utilization Within CRM Process Execution Assessment & Improvement This category of visit occurs after initial CRM program launch Click Here to Return to the CRM Solutions Worksheet Click on the Profit Leak Number to Go to that Solution Worksheet: 1 2 3 4 5 6 7 Start Finish Daily Agenda for Catalyst visit to dealership with timeline and Catalyst process steps outlined Time Time Results Review Meeting with Dealer Principal and/or General Manager: 8:30 AM 9:00 AM Review reports & metrics on daily execution of essential business processes that utilize CM by dealer's staff Establish current issues of importance to Dealer/GM and outline their priority Identify process & technology challenges that have effected dealership's results Establish dealer exit meeting day and time to review Catalyst CIP and next steps to be taken to assure success Management Team Meeting to Review Process+Tachnology Results: 9:00 AM 10:00 AM Identify Management's perception of key points of failure/success for the CRM Process+Technology initiative Establish agreement on training & coaching needs, or process adjustments that must be implemented Re-Confirm training/coaching sequence & time slots for each staff/group session with Catalyst Review processes evolution, how technology is utilized and outline improvements needed in Key areas of execution Review performance metrics and reports that outline process execution of tasks within CM Small Group Sessons with Tier 1 Contact Management Users: 10:00 AM 12:00 Noon Review all challenges to effective execution of Data Entry, Client look-ups and entering prospect records Work through solutions to issues and challenges regarding process execution Coach Users on solutions to known process execution issues… develop understanding of task requirements Lunch Break 12:00 Noon 1:00 PM Individual One-On-One Sessions with Tier 2 Contact Management users: 1:00 PM 3:00 PM Review all challenges to effective execution of Daily Tasks in CM, identify areas that need solutions Work Shoulder-to-Shoulder w/users on Review of historical Daily Activity Completion and results entries Managing accounts, using Client Groups, assigning different schedules and how to enter contact exceptions Work with users to develop customized templates for Phone, Email and Letters Develop and refine schedules and processes to better suit dealership's operations and strategies Work with Managers who have "Ownership" of CRM Business Development Processes 3:00 PM 5:00 PM Review all aspects of CRM Process+Technology day-to-day execution Address individual manager's issues & concerns using a solutions development approach Work shoulder-to-shoulder with manager to develop improved CM utilization within CRM processes Develop approaches and solutions to ensure that manager can better supervise daily CM utilization task completion Dealer/General Manager Exit Meeting with CIP Report Review & Sign-off: 5:00 PM 5:30 PM Review of Day's consulting & training results; identify most significant accomplishments Establish "progress to date" assessment relative to original implementation planning & strategy Review Catalyst recommendations for next steps to be taken & establish agreement on who will do what, by when Signatures acknowledging visit results and understanding of Continuous Improvement Process recommendations Copyright 2002 - Reynolds and Reynolds - All rights reserved
  13. 13. Reynolds and Reynolds CRM Process Introduction & Skills Development Orientation for Staff on Details of New Daily Processes that Utilize Contact Management Each dealership must have had CRM strategy defined by Profit leak & detailed process development prior to day of visit Click Here to Return to the CRM Solutions Worksheet Click on the Profit Leak Number to Go to that Solution Worksheet: 1 2 3 4 5 6 7 Start Finish Daily Agenda for Catalyst visit to dealership with timeline and Catalyst process steps outlined Time Time Planning Meeting with Dealer Principal and/or General Manager: 8:30 AM 9:30 AM Clarify essential staff that must buy into CRM business processes that rely on CM for tactical execution Map out sequence of who will be trained on process execution and what performance metrics will be used to assess Have dealer identify what issues should be anticipated that may effect process execution capabilities Establish dealer exit meeting day and time to review Catalyst CIP and next steps to be taken to assure success Dealership Management Team Meeting: 9:30 AM 10:30 AM Clarify understanding of which Profit leaks that the Catalyst will be working with them & their people on improving Detailed Review of process work flows that will be implemented & how technology will be utilized Identify Key points of process execution by Profit Leak & Department processes that will be effected Re-Confirm training/coaching sequence & time slots for each staff/group session with Catalyst Facilitate discussion by managers that will produce list of key people, process adjustments & contingency plans Group Sessons with Dealer Staff: 10:30 AM 12:00 Noon Clarify which Profit leaks that the Staff will be responsible for implementing new processs Detailed Review of step-by-stepprocess work flows that will be implemented & how technology will be utilized Identify Key points of process execution by Profit Leak & Department processes that will be effected Specific roles and responsibilities by each staff & how they will be measured in regards to job performance evaluation Lunch Break 12:00 Noon 1:00 PM Group Sessons with Dealer Staff: 1:00 PM 2:30 PM Clarify which Profit leaks that the Staff will be responsible for implementing new procedures Detailed Review of process work flows that will be implemented & how technology will be utilized Identify Key points of process execution by Profit Leak & Department processes that will be effected Specific roles and responsibilities by each staff & how they will be measured in regards to job performance evaluation Individual One-On-One Sessions with Dealer Staff: 2:30 PM 5:00 PM Clarify which Profit leaks that the individual has responsibilities for tactical execution of new processes Detailed Review of process work flows that the emloyee must implement, how technology will be utilized Establish clear understanding of when the new processes will go into effect that the employee is responsible for Identify Key process execution steps that the employee will be responsible for using the Profit Leak reference points Specific exact roles and responsibilities how the employee will be measured in regards to job performance evaluation Dealer/General Manager Exit Meeting with CIP Report Review & Sign-off: 5:00 PM 5:30 PM Review of Day's consulting & training results; identify most significant accomplishments Establish progress to date assessment relative to original implementation planning & strategy Review Catalyst recommendations for next steps to be taken & establish agreement on who will do what, by when Signatures acknowledging visit results and understanding of Continuous Improvement Process recommendations Copyright 2002 - Reynolds and Reynolds - All rights reserved
  14. 14. Reynolds and Reynolds Contact Management Schedules, Process, Activity & Template Customization Create Email, Letter & Telephone Word Track Documents that Support Process Maps Each dealership must have had CRM Processes clearly defined by Profit Leak prior to day of visit Click Here to Return to the CRM Solutions Worksheet Click on the Profit Leak Number to Go to that Solution Worksheet: 1 2 3 4 5 6 7 Start Finish Daily Agenda for Catalyst visit to dealership with timeline and Catalyst process steps outlined Time Time Planning Meeting with Dealer Principal and/or General Manager: 8:30 AM 9:30 AM Discuss and establish which processes, by Profit Leak, are to be mapped out and documented Identify the message content that best reflects the dealer's CRM communication strategy Have dealer identify which communication issues should be built into CM's process execution capabilities Establish dealer exit meeting day and time to review Catalyst CIP and next steps to be taken to assure success Manager Meetings: 9:30 AM 10:30 AM Review recommended processes by Profit Leak and map out which communication points are to be templated Detailed Review of recommended template examples that will be implemented within process maps & input gathered Get manager edits, notes & comments in preparation of completing the template installation in CM Establish which users will be trained on using what templates for specific process execution Facilitate discussion by managers that will produce list of key people, template adjustments & alternative uses Individual One-On-One Sessions with Dealer Staff: 10:30 AM 12:00 Noon Install/Customize templates that user is responsible for and show how they are organized, retrieved & best utilized Detailed Review of step-by-step process execution along with use of specific customized templates Identify points within daily processes that may require individual customized approach using modified templates Establish clear understanding of the messages within, and the communication objective for each template Lunch Break 12:00 Noon 1:00 PM Individual One-On-One Sessions with Dealer Staff: 1:00 PM 5:00 PM Install/Customize templates that user is responsible for and show how they are organized, retrieved & best utilized Detailed Review of step-by-step process execution along with use of specific customized templates Identify points within daily processes that may require individual customized approach using modified templates Establish clear understanding of the messages within, and the communication objective for each template Dealer/General Manager Exit Meeting with CIP Report Review & Sign-off: 5:00 PM 5:30 PM Review of Day's consulting & training results; identify most significant accomplishments Establish progress to date assessment relative to original implementation planning & strategy Review Catalyst recommendations for next steps to be taken & establish agreement on who will do what, by when Signatures acknowledging visit results and understanding of Continuous Improvement Process recommendations Copyright 2002 - Reynolds and Reynolds - All rights reserved
  15. 15. Reynolds and Reynolds Technology Utilization Management and Process Integration Managing the variable skill sets of staff members and process requirements Each dealership must have had CRM Processes clearly defined by Profit Leak prior to day of visit Click Here to Return to the CRM Solutions Worksheet Click on the Profit Leak Number to Go to that Solution Worksheet: 1 2 3 4 5 6 7 Start Finish Daily Agenda for Catalyst visit to dealership with timeline and Catalyst process steps outlined Time Time Dealer Principal and/or General Manager Meeting: 8:30 AM 9:30 AM Discuss which staff have taken ownership of CRM business processes that rely on CM for tactical execution Using performance metrics & feedback, Identify departments that need increased tactical execution skills Have dealer comment on any known issues that may be effecting process execution skills Establish dealer exit meeting day and time to review Catalyst CIP and next steps to be taken to assure success Manager Meetings: 9:30 AM 10:30 AM Clarify & document process execution performance motivators that manager can provide to staff Detailed Review of process work flows and the specific skill sets needed by category of each department employee Identify weak points within daily business processes that are the result of inadequate execution skill sets Re-Confirm training/coaching sequence & time slots for each staff/group session with Catalyst Let managers discuss key people, any process adjustments needed & timelines to implementation Individual One-On-One Sessions with Dealer Staff: 10:30 AM 12:00 Noon Clarify tactical process execution challenges and issues for each individual Have CM users map out process work flows and identify what process points are working well & which are not Re-establish which process steps that the employee is responsible for & how performance is measured Review Process Execution motivators and the impact they have, or could have, on employee satisfaction Work with users on a shoulder-to-shoulder basis & develop greater comfort with CM utilization for process execution Lunch Break 12:00 Noon 1:00 PM Individual One-On-One Sessions with Dealer Staff: 1:00 PM 5:00 PM Clarify tactical process execution challenges and issues for each individual Have CM users map out process work flows and identify what process points are working well & which are not Re-establish which process steps that the employee is responsible for & how performance is measured Review Process Execution motivators and the impact they have, or could have, on employee satisfaction Work with users on a shoulder-to-shoulder basis & develop greater comfort with CM utilization for process execution Dealer/General Manager Exit Meeting with CIP Report Review & Sign-off: 5:00 PM 5:30 PM Review of Day's consulting & training results; identify most significant accomplishments Establish progress to date assessment relative to original implementation planning & strategy Review Catalyst recommendations for next steps to be taken & establish agreement on who will do what, by when Signatures acknowledging visit results and understanding of Continuous Improvement Process recommendations Copyright 2002 - Reynolds and Reynolds - All rights reserved
  16. 16. Reynolds and Reynolds Contact Management Consulting and Training Bundles By Business Development Area Process Growth Dealer Visit Timeline - Day Six Inbound Showroom Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Meeting with Dealer and General Manager 8:00AM 9:00AM Discuss Experience with CEP Enumerate training objectives met and targets for day Elicit discussion of future profit leak "repairs" Meet with Process Stakeholder(s) 9:00AM 9:30AM Discuss experiences with CEP Clarify questions Discuss layout of people invovled in day's facilitation-led workshops Process Growth 9:30AM 12:00 PM Observe how staff is utlizing technology and clarify any misconceptions Lead training by example Technology "Live" Implementation on the Showroom Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 5:00PM Integrated Process Technology "Live" Implementation on the Showroom Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  17. 17. Reynolds and Reynolds Contact Management Consulting and Training Bundle: Inbound Showroom Opportunities Process Growth Dealer Visit Timeline - Day Six Telephone Solution Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Meeting with Dealer and General Manager 8:00AM 9:00AM Discuss Experience with CEP Enumerate training objectives met and targets for day Elicit discussion of future profit leak "repairs" Meet with Process Stakeholder(s) 9:00AM 9:30AM Discuss experiences with CEP Clarify questions Discuss layout of people invovled in day's facilitation-led workshops Process Growth 9:30AM 12:00 PM Telephone Process Presentation Skills Lead training by example Technology "Live" Implementation of Phone Process Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 5:00PM Integrated Process Technology "Live" Implementation of Phone Process Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  18. 18. Process Growth Dealer Visit Timeline - Day Six Internet Solution Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Meeting with Dealer and General Manager 8:00AM 9:00AM Discuss Experience with CEP Enumerate training objectives met and targets for day Elicit discussion of future profit leak "repairs" Meet with Process Stakeholder(s) 9:00AM 9:30AM Discuss experiences with CEP Clarify questions Discuss layout of people invovled in day's facilitation-led workshops Process Growth 9:30AM 12:00 PM Telephone Process Presentation skills Lead training by example Technology "Live" Implementation of phone process Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 5:00PM Integrated Process Technology "Live" Implementation of phone process
  19. 19. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Inbound Telephone Opportunities Process Growth Dealer Visit Timeline - Day Six Unsold Follow-Up Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Meeting with Dealer and General Manager 8:00AM 9:00AM Discuss Experience with CEP Enumerate training objectives met and targets for day Elicit discussion of future profit leak "repairs" Meet with Process Stakeholder(s) 9:00AM 9:30AM Discuss experiences with CEP Clarify questions Discuss layout of people invovled in day's facilitation-led workshops Process Growth 9:30AM 12:00 PM Unsold Process Meetings Skills Development Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 5:00PM CM Technology Management Utilization skills Process Execution Integration Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  20. 20. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Outbound Service Follow-up Opportunities Process Growth Dealer Visit Timeline - Day Six Sold Follow-Up Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Meeting with Dealer and General Manager 8:00AM 9:00AM Discuss Experience with CEP Enumerate training objectives met and targets for day Elicit discussion of future profit leak "repairs" Meet with Process Stakeholder(s) 9:00AM 9:30AM Discuss experiences with CEP Clarify questions Discuss layout of people invovled in day's facilitation-led workshops Process Growth 9:30AM 12:00 PM Sold Process Meetings Skills Development Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 5:00PM CM Technology Management Utilization skills Process Execution Integration Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  21. 21. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Inbound Internet Opportunities Process Growth Dealer Visit Timeline - Day Six Service Follow-up Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Meeting with Dealer and General Manager 8:00AM 9:00AM Discuss Experience with CEP Enumerate training objectives met and targets for day Elicit discussion of future profit leak "repairs" Meet with Process Stakeholder(s) 9:00AM 9:30AM Discuss experiences with CEP Clarify questions Discuss layout of people invovled in day's facilitation-led workshops Process Growth 9:30AM 12:00 PM Fixed Operations Process Meetings Skills Development Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 5:00PM CM Technology Management Utilization skills Process Execution Integration Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  22. 22. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Outbound Unsold Opportunities Process Growth Dealer Visit Timeline - Day Six Prospecting Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Meeting with Dealer and General Manager 8:00AM 9:00AM Discuss Experience with CEP Enumerate training objectives met and targets for day Elicit discussion of future profit leak "repairs" Meet with Process Stakeholder(s) 9:00AM 9:30AM Discuss experiences with CEP Clarify questions Discuss layout of people invovled in day's facilitation-led workshops Process Growth 9:30AM 12:00 PM Prospecting Process Meetings Skills Development Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 5:00PM CM Technology Management Utilization skills Process Execution Integration Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  23. 23. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Outbound Sold Opportunities Process Growth Dealer Visit Timeline - Day Seven Inbound Showroom Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Continue Process Growth 8:00AM 12:00 PM Integrated Process Implementation Technology Live Implementation Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 3:00PM Live workshops with staff on Process and Technology Implementation Meeting with Dealer and General Manager 3:00PM 5:00PM Continuous Improvement Process with Management Metrics Review and Analysis Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  24. 24. Process Growth Dealer Visit Timeline - Day Seven Telephone Solution Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Continue Process Growth 8:00AM 12:00 PM Integrated Process Implementation Technology Live Implementation Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 3:00PM Live workshops with staff on Process and Technology Implementation Meeting with Dealer and General Manager 3:00PM 5:00PM Continuous Improvement Process with Management Metrics Review and Analysis
  25. 25. Reynolds and Reynolds Contact Management Consulting and Training Bundles: Outbound Prospecting Opportunities Process Growth Dealer Visit Timeline - Day Seven Internet Solution Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Continue Process Growth 8:00AM 12:00 PM Integrated Process Implementation Live Lead Response Execution Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 3:00PM Live workshops with staff on Process Implementation Live Lead Response Execution Meeting with Dealer and General Manager 3:00PM 5:00PM Continuous Improvement Process with Management Metrics Review and Analysis Copyright 2002 - Reynolds and Reynolds - All Rights Reserved
  26. 26. Process Growth Dealer Visit Timeline - Day Seven Unsold Follow-Up Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Continue Process Growth 8:00AM 12:00 PM Integrated CRM Process Implementation Live Unsold Follow-Up Execution Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 3:00PM Integrated CRM Process Implementation Live Unsold Follow-Up Execution Meeting with Dealer and General Manager 3:00PM 5:00PM Continuous Improvement Process with Management Metrics Review and Analysis
  27. 27. Process Growth Dealer Visit Timeline - Day Seven Sold Follow-Up Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Continue Process Growth 8:00AM 12:00 PM Integrated Process Implementation Live Sold Follow-Up Execution Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 3:00PM Integrated Process Implementation Live Sold Follow-Up Execution Meeting with Dealer and General Manager 3:00PM 5:00PM Continuous Improvement Process with Management Metrics Review and Analysis
  28. 28. Process Growth Dealer Visit Timeline - Day Seven Service Follow - Up Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Continue Process Growth 8:00AM 12:00 PM Integrated Process Implementation Live Fixed Operations Process Execution Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 3:00PM Integrated Process Implementation Live Fixed Operations Process Execution Meeting with Dealer and General Manager 3:00PM 5:00PM Continuous Improvement Process with Management Metrics Review and Analysis
  29. 29. Process Growth Dealer Visit Timeline - Day Seven Prospecting Click Here to Return to the CRM Solutions Worksheet Start Finish Time Time Continue Process Growth 8:00AM 12:00 PM Integrated Technology Implementation Live Prospecting Process Execution Lunch 12:00PM 1:00PM Continue Process Growth 1:00PM 3:00PM Integrated Technology Implementation Live Prospecting Process Execution Meeting with Dealer and General Manager 3:00PM 5:00PM Continuous Improvement Process with Management Metrics Review and Analysis
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