SFE Digital Reward
Reporting and Lead Management
     FREQUENTLY ASKED QUESTIONS
           February Update
Table of Contents


Table of Contents
GENERAL PROGRAM RULES .................................................................
General Program Rules


GENERAL PROGRAM RULES

What is the Digital Reward component of the 2010 SFE Process?
Beginning Jan...
General Program Rules


When are the Internet Leads being tracked each quarter?
Leads will be tracked and reported each mo...
Internet Lead Eligibility


INTERNET LEAD ELIGIBILITY
Which Internet Leads count toward the SFE Digital Reward?
Eligible L...
Internet Lead Eligibility


Will duplicate Internet Leads affect my Lead Response performance?
If a duplicate Lead is “not...
Internet Lead Eligibility


How is the Internet Lead-to-Sales ratio calculated?
The Lead-to-Sales ratio is calculated usin...
Metrics


METRICS
What metrics are being tracked and rewarded as part of the Digital Reward?
The metrics being tracked and...
Metrics


What is the 24-hour clock and why does GM use it?
The 24-hour clock means that the Lead is time-stamped with the...
Metrics


How do the activities within a Dealership “stop the clock”?
Lead status response activities fall into 2 categori...
Metrics


What kind of changes in “Disposition” or “Lead” Status will trigger a Response Time Calculation?
  In Progress
 ...
SFE Digital Reports


SFE DIGITAL REPORTS
There are five (5) Dealer-facing reports that reflect the SFE digital metrics:

...
SFE Digital Reports


Dealer BAC Specific Report – New Car Lead Report (formerly DART)
Located: CID Web site link via Glob...
SFE Digital Reports


What will the Digital Summary Report on the SFE Web site show?
The Digital Summary Report will displ...
Digital Internet Lead
                                                                  Performance Reporting

DIGITAL INT...
Digital Internet Lead
                                                                Performance Reporting
What is the im...
SFE Digital Reports vs.
                                                              Your Dealership Reports

SFE DIGITAL...
SFE Digital Reports vs.
                                                              Your Dealership Reports
My store rec...
Support and Reference


SUPPORT AND REFERENCE

Whom can I call if I need details or have questions about the SFE Digital R...
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General Motors Standards For Excellence SFE Digital Rewards Program FAQ

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General Motors Standards For Excellence SFE Digital Rewards Program FAQ... To learn more and see comments and Forum discussions regarding this program, please visit the Automotive Digital Marketing Professional Community at http://www.automotivedigitalmarketing.com/

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Transcript of "General Motors Standards For Excellence SFE Digital Rewards Program FAQ"

  1. 1. SFE Digital Reward Reporting and Lead Management FREQUENTLY ASKED QUESTIONS February Update
  2. 2. Table of Contents Table of Contents GENERAL PROGRAM RULES ............................................................................................................................................................. 3 Minimum Qualifying Requirements Digital Reward payout information Digital Reward Reporting Schedule INTERNET LEAD ELIGIBILITY.............................................................................................................................................................. 5 Eligible Lead Types Duplicate Leads Internet Lead-to-Sales Ratio METRICS ................................................................................................................................................................................................... 8 Digital Metric calculation 24-Hour clock Activities to „stop the clock‟ SFE DIGITAL REPORTS ...................................................................................................................................................................... 12 Dealer-facing reports Printing the reports DIGITAL INTERNET LEAD PERFORMANCE REPORTING ....................................................................................................... 15 Lead reporting between months and quarters SFE DIGITAL REPORTS VS YOUR DEALERSHIP REPORTS ...................................................................................................... 17 Lead discrepancies in reporting Handling inactive Leads Setting up your Certified Lead Management Tool properly SUPPORT AND REFERENCE ............................................................................................................................................................ 19 2010 Digital Reward FAQs 2 Updated February 19, 2010
  3. 3. General Program Rules GENERAL PROGRAM RULES What is the Digital Reward component of the 2010 SFE Process? Beginning January 1, 2010, all enrolled and qualifying Dealers can earn up to $10,000 each quarter based on their average response times and the percentage of Leads responded to within 5 hours. What are the minimum qualifying requirements to participate in the SFE Digital Reward? One Division per BAC must be enrolled in the 2010 SFE Process (Divisional or Multi-Line) Must be a Certified Internet Dealer (OneSource Lead Consolidation Pipeline + Certified Lead Management Tool) Must be iMR (In Market Retail) enrolled Must have an Internet Lead-to-Sales Ratio of >.25 per quarter for the BAC (includes all brands under the BAC, SFE-enrolled and not enrolled) Is there a Sales or CSI requirement to earn the Digital Reward each quarter? No, the Digital Reward is not tied to any Sales or CSI performance. How often will Digital Performance be rewarded? Digital Performance will be rewarded quarterly based on the 3-month rolling average of the Digital metrics. When does the SFE Digital Reward officially begin? Tracking of qualified Internet Leads will begin on January 1, 2010, midnight EST. How and when will the SFE Digital Reward be paid to Dealers? Quarterly SFE Digital Reward payouts will be made after the close of the applicable quarter and are submitted to qualifying Dealers‟ Open Parts Accounts separately from any earned SFE Quarterly Performance Bonuses. Payouts will be paid at a BAC level, regardless of SFE-enrolled brands and will be paid to the Business Management Division on file with General Motors. How many Digital Rewards can a Dealer earn per quarter if two or more brands are enrolled under one BAC? Only one Digital Performance Reward will be paid quarterly per BAC, regardless of the number of brands enrolled in SFE. 2010 Digital Reward FAQs 3 Updated February 19, 2010
  4. 4. General Program Rules When are the Internet Leads being tracked each quarter? Leads will be tracked and reported each month based on the calendar below. 2010 SFE Digital Reward Reporting Schedule QTR/YEAR 2010 ELIGIBLE LEAD RANGE 2010 DIGITAL REWARD SUMMARY REPORT April 2010 Report* – 3-month rolling average score QUARTER 1, 2010 1/1/10 – 3/31/10 (Jan, Feb, Mar) July 2010 Report* - 3-month rolling average score QUARTER 2, 2010 4/1/10 – 6/30/10 (Apr, May, Jun) October 2010 Report* - 3-month rolling average score QUARTER 3, 2010 7/1/10 – 9/30/10 (Jul, Aug, Sep) January 2011 Report* - 3-month rolling average score QUARTER 4, 2010 10/1/10 – 12/31/10 (Oct, Nov, Dec) *As reflected in the CID Web site Lead Performance Report and the GM Lead Response Field Report Do I have to use the GM Lead Management tool to participate in the SFE Process? No. However, you must use a Lead Management Tool Provider that is certified by General Motors. Whom can I call for details on the SFE Process? For questions regarding SFE, enrollment and the Digital Reward rules, please contact Program Headquarters at 877-401-6938 or visit www.GMExcellence.com and view the Digital Reward elements within. 2010 Digital Reward FAQs 4 Updated February 19, 2010
  5. 5. Internet Lead Eligibility INTERNET LEAD ELIGIBILITY Which Internet Leads count toward the SFE Digital Reward? Eligible Leads include: Dealer Web site (New Vehicle Requests only): Leads coming from your GM certified Web site (Cobalt) GM Internet (New Vehicle Requests only): Leads coming from GM brand Web sites (gm.com, chevy.com etc.) GM Third-Party Internet Leads (New Vehicle Requests only): Leads that are purchased directly from the GM Third-Party Lead Program Lead Types Included In SFE Digital Reward Lead Types NOT Included In SFE Digital Reward GM Internet – New Vehicle Leads GM Used and CUV GM Native Sites i.e. Divisions, Family First Dealer Web site GM Third Party Used Survey Lead Dealer Web site – New Vehicle Leads DMA/LMA Landing Page Dealer Loaded Request A Quote Manifest Test Drive Request Incremental Private Offer (IPO) Trade Appraisal Handraiser General Information Service Leads How many Internet Leads do I need to receive per month to participate in the program? There are no minimum Lead volume requirements; however, Dealers are required to meet a minimum Lead-to-Sales ratio of >.25 (Must receive more than one Lead for every four actual Sales) Note: Lead volumes and Sales volumes are measured at a BAC level. Do third-party Internet Leads purchased independently by the Dealer count? No, only those that are purchased directly from the GM Third-Party Lead Purchase Program count toward the Digital Reward. Contact the CID Help Desk at 1-888-462-8976 prompt #4, for more information. Is enrollment in the GM Third-Party Lead Purchase Program a requirement for the SFE Digital Reward? No, it is not a requirement; however, Dealers must meet a minimum Leads-to-sales threshold (more than one Lead for every four actual Sales) and the Third-Party Lead Program can boost Lead volumes significantly. 2010 Digital Reward FAQs 5 Updated February 19, 2010
  6. 6. Internet Lead Eligibility Will duplicate Internet Leads affect my Lead Response performance? If a duplicate Lead is “not responded to” or the status has not been changed to reflect that it is a duplicate Lead, that particular Lead will show as NOT responded to. This will impact the Percent (%) of Leads Responded to within 5 Hours and could impact your ability to earn the Digital Reward. Therefore, it is important that you correctly manage duplicate Leads. When is an Internet Lead considered a “duplicate” Lead? A “duplicate” Lead has the same customer contact information (First Name, Last Name, E-mail Address) as another Lead that has entered the system within a 30-day window. Regardless of the Lead bucket it is received in; for example, the customer Lead is received in the “Dealer Web” bucket and the “GM Internet” bucket with the same First Name, Last Name, and E-mail address, it will be flagged as a “potential duplicate.” Is an Internet Lead considered a duplicate if it comes from the same customer, even if it is on a different brand/model/color? If the Lead‟s First Name, Last Name and E-mail Address is the same but has a different vehicle of choice within the 30-day window of the previous Lead; it will be flagged as a "potential duplicate." How should I manage my duplicate Leads? Duplicate Lead management will depend on what Lead Management Tool you are using: If you are using the GM Lead Management Tool: – Duplicate Leads enter your system “tagged” as duplicates, and the system will automatically “stop the clock” for those Leads If you are using a Certified Lead Management Tool: – The process varies – some Certified Lead Management Providers automatically merge duplicate Leads with the original Lead; this may make it difficult for you to change the status so that a disposition is created (and therefore the clock is stopped). TIP: It is suggested that you contact your Certified Lead Management Provider to clearly understand how duplicate Leads are handled and adjust your processes accordingly. 2010 Digital Reward FAQs 6 Updated February 19, 2010
  7. 7. Internet Lead Eligibility How is the Internet Lead-to-Sales ratio calculated? The Lead-to-Sales ratio is calculated using Total Leads and Total Sales at a BAC level. Total Leads = Sum of all eligible Leads from both SFE-enrolled and non SFE-enrolled brands for the BAC during a specific period of time (both monthly and rolling 3-month average) Total Sales = Sum of all SFE-eligible deliveries for the BAC, including brands not enrolled in SFE during a specific period of time (both monthly and rolling 3-month average)  Lead-to-Sales Ratio = Sum of Total Leads Sum of Total Sales Qualifying Example: Hometown Motors receives 11 Total Leads in February, and posts 40 SFE-eligible sales during that same time period. Sum of Total Leads = 11 Sum of Total Sales = 40 = .28 Lead-to-Sales Ratio Meets Lead-to-Sales ratio of > .25 and qualifies for the Digital Reward. Non-Qualifying Example: Hometown Motors receives 6 Total Leads in February, and posts 40 SFE-eligible sales during that same time period. Sum of Total Leads = 6 Sum of Total Sales = 40 = .15 Lead-to-Sales Ratio Does Not Meet Lead-to-Sales ratio of > .25, and does not qualify for the Digital Reward. Are Fleet sales counted in the Lead-to-Sales ratio? Only SFE-eligible fleet sales will be counted toward your Lead-to-Sales ratio. Please see your SFE Process Manual for a list of SFE-eligible fleet sales. 2010 Digital Reward FAQs 7 Updated February 19, 2010
  8. 8. Metrics METRICS What metrics are being tracked and rewarded as part of the Digital Reward? The metrics being tracked and rewarded for the Digital Reward are the “Percent (%) of Leads responded to within 5 Hours” and “Average Response Time (ART).” These metrics are being tracked on a monthly basis and rewarded on a 3-month rolling average. How are the Digital Metrics defined? Response Time (RT) = Time between when a Lead is received by the Dealership‟s Lead Management Tool and when that Lead is responded to (i.e., Lead status updated)  RT = The difference between Lead Receipt Time and Lead Response Time Example: Hometown Motors receives an Internet Lead on Friday, November 5, at 12:21:45 PM and responds to the Lead at 8:21:45 PM. The RT is 8 hours. Lead dispatched to the Certified Lead Management Tool: November 5, 2009 12:21:45 Lead status updated by a valid response activity: November 5, 2009 20:21:45 8:00:00 Response Time calculated as 8 hours (20:21:45 minus 12:21:45) Average Response Time (ART) = Sum of all actual response times recorded during a specific period divided by the actual number of Leads responded to (including duplicates)  ART = Sum of Response Times Total # of Leads Responded to Percent (%) of Leads Responded to within 5 Hours = Actual number of Leads responded to in five (5) hours or less, divided by the total number of Leads received  Percent (%) within 5 Hours = Sum of Leads Responded ≤ 5 Hours Total # of Leads Received Example: Hometown Motors receives 100 Eligible Leads per month. They respond to each of these 95 Leads within 1 hour. They do not respond to 5 Leads. Average Response Time = 95 hrs = Sum of Response Times = 1:00:00 hr/mins/secs 95 Leads Total # of Leads Responded To Percent (%) within 5 Hours = 95 = Sum of Leads Responded ≤ 5 Hours = 95% within 5 hours 100 Total # of Leads Received 2010 Digital Reward FAQs 8 Updated February 19, 2010
  9. 9. Metrics What is the 24-hour clock and why does GM use it? The 24-hour clock means that the Lead is time-stamped with the actual time of receipt regardless of whether the Lead came in during business hours or not. General Motors measures responses by a 24-hour clock (as opposed to only measuring during Dealership business hours) because online shopping expectations transcend industries, and customers are receiving 24/7 attention in the digital space. Furthermore, research indicates a direct relationship between the speed of response and closing ratios. Therefore, by improving the overall speed of response during the times that a customer might submit a Lead, we can improve close ratios. NOTE: Response times on both weekends and holidays are also included. How does GM know when my Lead Management Tool receives and responds to a Lead? Certified Lead Management Tool Providers (CLMPs) are required to provide daily reports to General Motors detailing response dispositions. NOTE: Auto responders do not count as a qualified response for the Digital Reward. Responses received from CLMPs are audited on a regular basis to ensure that these responses are not included. When does the clock start and stop in terms of measuring Response Times? Response time metrics are based on the difference between the date and time a Lead was updated, through valid Lead activities, and the date and time the Lead was received by the Certified Lead Management Tool in hours and minutes, based on a 24-hour clock. The 24-hour clock starts when a qualified Lead (Dealer Web, GM Internet, and GM Third Party) enters (or is received by) your Certified Lead Management Tool. The 24-hour clock stops when a user at your Dealership formulates and sends a response to the customer. Why does GM consider Response Times an important metric? The overarching goal of the GM OneSource Lead Consolidation and Reporting program is to track and measure Lead responses that constitute “working a Lead”, or in other words, to track those responses that are most likely to result in a vehicle sale. Research shows that response to Leads must be swift, detail-rich and personalized. Response time is a critical, and early-measured component of response quality, and by focusing activity and processes on Response Time, GM can help Dealers increase sales and ultimately, profitability. 2010 Digital Reward FAQs 9 Updated February 19, 2010
  10. 10. Metrics How do the activities within a Dealership “stop the clock”? Lead status response activities fall into 2 categories: Valid: Those that trigger a change in Lead status Invalid: Those that do NOT trigger a change in Lead status The following Lead response activities have been identified as those that trigger a status change; however, this is not a complete list and each Dealer should consult their Certified Lead Management Tool Provider to verify their system‟s configuration capabilities. Valid examples – or activities that trigger a status change: A personalized e-mail or letter sent to the Lead prospect providing detail-rich information (does not include automated response or general e-mail response) A personalized phone call to the Lead prospect Setting up/booking an appointment with a Lead prospect Selling a New vehicle to a Lead prospect Selling a Used vehicle to a Lead prospect Identifying a Lead as a Duplicate and marking it as such within the Certified Lead Management System Identifying that the Lead prospect purchased a vehicle at another Dealership and marking it as such within the Lead management system Providing information to a walk-in or phone-in customer Cancelling the Lead within the Certified Lead Management System (because the Lead is no longer interested or for other reasons) Invalid examples – or activities that do NOT trigger a status change: Any automatic e-mail response that does not provide specific and personalized information to a Lead prospect Any mass e-mail or letter mail that does not provide specific and personalized information to a Lead prospect Assigning the Lead or transferring it to another person Moving the Lead from one folder to another An email sent from a personal account vs. your Dealership‟s Certified Lead Management Tool Any other activity where a Lead prospect is not provided with a detailed and personalized response to their inquiry Please contact your Certified Lead Management Provider to ensure you are aware of their specific processes and knowledgeable of all ways to stop the clock with a Valid Response activity. 2010 Digital Reward FAQs 10 Updated February 19, 2010
  11. 11. Metrics What kind of changes in “Disposition” or “Lead” Status will trigger a Response Time Calculation? In Progress Sold New Sold Used Lost Cancelled Duplicate Service Completed No Service Leads with the status of “Inactive” will not have a Response Time calculated as inactive Leads are those that have not been responded to in over 30 days. 2010 Digital Reward FAQs 11 Updated February 19, 2010
  12. 12. SFE Digital Reports SFE DIGITAL REPORTS There are five (5) Dealer-facing reports that reflect the SFE digital metrics: SFE Digital Performance Report Located: GM Lead Management Tool link behind GlobalConnect Updated: Daily Definition: Provides Dealers with a current view of their Lead response performance for SFE categories. Users are able to select a “quarter-to-date” view, and an at-a-glance summary of 95/5 and Average Response Time metrics. This report will provide the most up-to-date information on the SFE digital response time metrics. SFE Leads Responded To Report Located: GM Lead Management Tool link behind GlobalConnect Updated: Daily Definition: Summarizes Dealership response time performance and provides a detailed breakdown of Leads responded to, including name, source, time of receipt, time of response, actual response time, and vehicle of interest. Dealers will be able to view details of their GM Internet and Dealer Web site Leads (SFE- measured Lead types) and determine when they received the Lead and the date/time they first responded to it. SFE Leads Not Responded To Report Located: GM Lead Management Tool behind GlobalConnect Updated: Daily Definition: Summarizes Dealership response time performance and provides a detailed breakdown of Leads NOT responded to, including name, source, time of receipt, time of response, and vehicle of interest. Dealers will be able to view which GM Internet and Dealer Web site Leads they have not responded to in detail. 2010 Digital Reward FAQs 12 Updated February 19, 2010
  13. 13. SFE Digital Reports Dealer BAC Specific Report – New Car Lead Report (formerly DART) Located: CID Web site link via GlobalConnect (Dealers) or the GM Lead Management Tool via GlobalConnect (SFE Facilitators/GM Field) Updated: Mid-month Definition: Dealers can view their monthly digital metrics, including # of Leads, % responded to within 5 hours, Average Response Time on this report, along with their Dealership‟s sales close rate performance. These SFE response time metrics will match the Dealer Digital Summary Report, available as a link on the Performance Bonus report. Digital Performance Reward Summary Report Located: gmsfelive.com via a link on the Performance Bonus report Updated: Mid-month Definition: Dealers can view their monthly digital summary, in addition to the 3-month rolling averages for the SFE digital metrics, the qualifying Lead-to-Sales ratio and the # of eligible Leads and SFE sales that make up the ratio. Once final at quarter end, this report will be used to reward the SFE digital quarterly payout amounts. The final quarter end update for Q1 will be posted after April 15th. How do I print the new SFE Digital Reports on GlobalConnect? The following steps will assist you in printing the SFE Digital reports: At the top of the report banner, find the drop-down box marked “Select a Format.” Use the drop-down to select “Excel” Click “Export” In the file download box, select to Open or Save the file The report will open in Excel Select “File – Page Setup” or if using Windows 7, select “Page Layout”, then “Page Setup” On the “Page” tab, select “Landscape” and “Fit To” – The report fits nicely on one page wide in “Landscape,” however you will need to select the number of pages tall that will allow you to read it easily, or you can simply choose a large number. A good estimate is to fit 10 Leads on page one, and 35 Leads on each additional page. One hundred (100) Leads fit best on 4 pages. On the “Sheet” tab, in “Rows to Repeat at Top” box, enter $29:$29. This will print the column headers at the top of each page. Select OK Select “File – Print” 2010 Digital Reward FAQs 13 Updated February 19, 2010
  14. 14. SFE Digital Reports What will the Digital Summary Report on the SFE Web site show? The Digital Summary Report will display a Dealer‟s current month‟s scores and the three-month rolling average for each digital metric. See a sample report below: 2010 Quarterly SFE Digital Performance Reward Current Month+ 3-Month Rolling Avg. Average Response Time (ART) 5:57:30 5:15:16 % of Leads Responded to within 5 Hrs 90% 94.7% # of Total Leads 53* 156* # of SFE Eligible Sales 95** 275** Lead : Sales Ratio .56 .57 Perspective Quarterly Digital Reward N/A $2,500 +Current Month report reflects previous month’s data. *Actual Lead Volume includes Total Leads for the BAC, including brands not enrolled in SFE **SFE Eligible Sales includes all SFE-eligible deliveries for the BAC, including brands not enrolled in SFE 2010 Digital Reward FAQs 14 Updated February 19, 2010
  15. 15. Digital Internet Lead Performance Reporting DIGITAL INTERNET LEAD PERFORMANCE REPORTING Is the SFE quarterly report on www.gmsfe.com a rolling three months or a weighted average of three separate months? The SFE quarterly report is a rolling three-month report; Leads sent in January but not responded to until February will be factored into the rolling three months metric. Leads that cross over between two quarters (received in March, responded to in April) will NOT be counted in the 3-month rolling average quarter end score. When is the quarterly report final snapshot taken? Program HQ will allow 24 hours to pass following the last day of the month for the snapshot to be taken. Reports are generated at 3:00 AM (CST). Waiting 24 hours will allow the Dealers to receive credit for Leads received prior to midnight the last day of the month, that were responded to after 3:00 AM. Are reports based on calendar month or delivery month? All reports are based on the calendar month. What is the impact of a Lead that is received in one month, and responded to in the next month during a quarter? If received and responded to within the same quarter (taking into account the 24-hour grace period at month‟s end), the Response metrics for the Lead will be included in the monthly total during the month in which it was received. If a Lead is received in January, and not responded to until February, the Lead will be included in the total Lead count for January, but will show as Not Responded To on the detail reports. Once the Lead has been responded to, it will be included in the rolling 3-month average metric. Example: Lead received January 31st and is responded to on February 2nd. The Lead will be included in the # of total Leads for January The Lead will show as Not Responded To on the SFE detail reports for January The response time metrics will be included in the 3-month rolling average for February 2010 Digital Reward FAQs 15 Updated February 19, 2010
  16. 16. Digital Internet Lead Performance Reporting What is the impact of a Lead that is received in one quarter, and responded to in the next? If a Lead is received in one quarter and not responded to until after the quarter closes, the Lead will show as Not Responded To during the month in which it is received, but the response time metrics for this Lead will NOT be included in the calculation of the digital reward. Example: Lead is received in March, but is not responded to until April 2nd The Lead will be included in the # of total Leads for March The Lead will show as Not Responded To on the SFE detail reports for March The response time metrics will NOT be included in the digital reward calculation for the quarter How are the top 20 Dealerships shown on the New Car Lead report chosen – and where can a list of these Dealerships be obtained? These Dealers reflect the top 20 Dealers in the region based on Lead response time and response rate metrics. Dealers must have a minimum of 50 Leads/ month to be included in this group. A list of these Dealers is currently not published. 2010 Digital Reward FAQs 16 Updated February 19, 2010
  17. 17. SFE Digital Reports vs. Your Dealership Reports SFE DIGITAL REPORTS vs. YOUR DEALERSHIP REPORTS What questions should I ask my Certified Lead Management Provider to ensure that my Lead management tool is set up correctly? To whom are the sales/service/parts Leads assigned? How are the sales/service/parts Leads assigned? How many users are authorized to view the Leads within the tool? (If a CIM is absent, the Dealer may need to ensure that someone else can view and respond to the Leads.) Can I have an e-mail notification go to my personal e-mail or Smartphone? – If so, can I reply from the e-mail notification to stop the clock? – If so, can I reply from my Blackberry e-mail notification to stop the clock? Am I able to make any of these configuration changes myself? Is there training offered in conjunction with my Certified Lead Management tool? Why do the Lead management reports from my Certified Lead Management Provider differ from GM reports? There are a number of possible reasons for the report discrepancies: Your Lead Management Tool is configured to measure “business hours” as opposed to the “24-hour clock” Duplicate Leads are not being handled appropriately Your Smartphone/Blackberry is not properly integrating with your Certified Lead Management Tool (if this capability is available) Your Certified Lead Management Provider is not sending data to GM accurately or in the proper format I have several Leads showing on my GM reports that cannot be found in my Certified Lead Management Tool’s (CLMP) reports– what steps should I take to have these removed? As these are eligible Leads for the digital metric, they cannot be removed. To identify the discrepancy, however, you should check the SFE detail reports on GlobalConnect to see if the Lead is showing on the Leads Not Responded To report. If the Lead is showing as “Not Responded To,” contact your CLMP and review the system setup as it pertains Business Hours, Duplicate Lead Handling, SmartPhone setup and CLMP data submission to GM. NOTE: Make sure that your CLMP reports are measuring the right Lead-types (i.e. native, GM third party and Dealer Web site Leads). What if my CLMP reports data in error or malfunctions? Any data discrepancies that are the result of a Certified Lead Management Provider (CLMP) error are the responsibility of the GM Dealer and/or their provider to amend, and will not be recalculated for the Digital Reward. 2010 Digital Reward FAQs 17 Updated February 19, 2010
  18. 18. SFE Digital Reports vs. Your Dealership Reports My store receives general questions, vehicle requests other than the brands we carry, Service and Parts requests, etc. – and these often come through as New Vehicle Leads. Will these Leads count toward my digital metrics? Any request that comes through as a New Vehicle Lead is viewed as a valid customer inquiry, as it represents the customer‟s attempt to communicate and establish a relationship with your Dealership. Responses to any and all New Vehicle Lead requests will be counted in the SFE digital reward. My Leads are getting routed to a salesperson who is no longer with the store. Will these Leads count in my digital metrics? Yes, these will count toward your digital metrics. It is the responsibility of the Dealership to make sure that their system is assigning Leads to the right individuals in the store. When does a Lead go inactive? A Lead goes inactive after 29 days. Since it does not have an associated Response Time, it will not be reflected in the Average Response Time (ART) digital metric. However, the Lead will be included in the total Lead count, and listed as a Lead Not Responded To. This will impact the Dealership performance on the second metric – Percent (%) of Leads Responded to Within 5 Hours. If, at any time before a Lead goes inactive, the status or disposition of the Lead is changed, a Response Time calculation will be triggered. Example: A Lead has not been responded to by a Dealership for 26 days. On the 26th day, the CIM goes into the Lead Management tool and changes the status to “Cancelled.” This will trigger a Response Time calculation associated to that Lead of 26 days – approximately 624 hours. Changes in disposition or status that will trigger a Response Time Calculation are listed in the FAQs, page 10. Whom should I contact if I detect discrepancies between my Lead Management Provider reports and my SFE Digital Reports metrics? SFE only recognizes the GM-generated reporting located behind GlobalConnect and on the official SFE program Web site. If you notice discrepancies between your Lead Management Provider reports and your SFE Digital metrics, contact your Certified Lead Management Provider to help you evaluate possible reasons for the discrepancies. What if my Certified Lead Management Tool provider cannot resolve the difference between their metrics and General Motors’ metrics? Once you‟ve confirmed that the appropriate Lead sources / Lead types and time frames are being measured and compared by contacting your Certified Lead Management Tool provider, you should contact the CID help desk to present a written case. Contact 888-462-8976 (prompt 2). 2010 Digital Reward FAQs 18 Updated February 19, 2010
  19. 19. Support and Reference SUPPORT AND REFERENCE Whom can I call if I need details or have questions about the SFE Digital Reward general rules? For questions regarding SFE, enrollment and the Digital Reward rules, please contact Program Headquarters at 877-401-6938 or visit www.GMExcellence.com. Where can I find support regarding reporting, Lead eligibility and metrics? Contact the CID Help Desk at 888-462-8976 and follow the prompts depending upon your issue. 2010 Digital Reward FAQs 19 Updated February 19, 2010

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