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Tms Toyota Scion Adp 09 24 2009 V4
 

Tms Toyota Scion Adp 09 24 2009 V4

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Tms Toyota Scion Adp 09 24 2009 V4

Tms Toyota Scion Adp 09 24 2009 V4

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    Tms Toyota Scion Adp 09 24 2009 V4 Tms Toyota Scion Adp 09 24 2009 V4 Presentation Transcript

    • TMS/ADP Meeting
      Ecommerce discussions
      Sept 24, 2009
    • ADP/TMS Dealer Network Solutions
      Introductions
      Presentations/Discussions: Dashboard Solution, Best Practices process, Digital Marketing/Advertising, Ecommerace
      ADP a Service Provider vs a DMS provider
      One throat to choke – integration at the OEM level same as the Consolidators… Lithia, AN
      Reduce redundancies and crossing over of solutions
      Enterprise agreement-Earn Back/Commissons. Approx $4Mil billing today. Earn back 5 - 10%. The power of one source.
    • Business Intelligence and Performance Improvement
      Toyota
      September 24, 2009
    • Over 1,500 Performance Group members (automotive and non-automotive)
      Consulting and training for business management, profitability, all aspects of retail sales and fixed operations
      Data extraction, financial analysis, composites and reporting
      Under contract to process close to 5,000 financial statements monthly (all DMS providers)
      1,600-2,000 automated edits and detailed Business Analyst review
      Development of standardized financial reporting, charts of accounts, financial statements and electronic data submission
      webComposite financial analysis and benchmarking solution
      Composite supplier to National Automobile Dealer Association
      Current automotive engagements: Honda, Acura, General Motors, Mercedes-Benz, Mazda, Subaru, Volvo/Mack Truck, smart and Suzuki
      Non-automotive engagements: Sea Ray, Freedom Roads, Recreational Vehicles, Marinas (ABBRA), Motorcycles, Outdoor Sports, Hardware
    • Business Intelligence Benefits
      Deep experience and expertise regarding Dealer and manufacturer performance drivers
      Ability to pull data from all Dealer Management Systems, providing daily and real-time updates
      Data purification and normalization:
      Common labor operations
      Electronic edits and Call Center for Dealer data correction
      Integrating and reporting data from DMS, internal and third-party sources
      Guided problem-solving and “What if” scenarios
      Training and consulting expertise in all dealership processes
    • Business Intelligence Benefits
      http://demo.idashboards.com/idashboards60/
    • Questions and Discussion
      7
    • Toyota Motor Sales
      Digital Marketing and Dealer Performance
    • The quality of the Client Experience is critical!
      Key elements for ILM:
      The First Response (One Response)
      • Speed is important
      • Quality is CRITICAL
      The Engagement (Multiple Response)
      • Volley for a solid appointment
      The Follow-up over 60 days
      - Keeping engaged till the lead sells
      The Follow-up over 90 days
      • Still in the buying cycle
      The Disengaged 90 days plus
      • Re-engaging Customers
      The Quality of the Call
      - Off the Website
      - Consistent Experience
      One Response 30 days
      Multiple Responses 30 days
      60 day Follow-up
      90 Days
      + 90 days
      Call Quality
      9
      4%
      8%
      10%
      11%
      18%
      13%
    • Today’s Customer Experience
      In this sampling 6 out of 7 of Toyota’s Import competitors had more client interaction
      This shopping was based on a sampling from 4 regions of 100 stores each brand same market
      10
    • Solutions – Process/Skills/Management/Measuring
    • Recommendations
    • Internet Lead Close Rates Increase by 50% when any 4 of the 5 Key Drivers are Experienced by Consumer
      Ten years ago, many of us debated about what the most effective lead management processes were… Today, we know exactly what drives higher closing ratios based on RDR to Lead Match-Backs combined with customer experience survey data
    • Keys for Success
    • The Right Measurements are Critically Important
    • Dealer Overview
      Lead Response Time
      Leads Details Report
      Resources - Metrics
    • Dealer Overview - OEM Sourced Leads
    • Dealer Overview – 30 Day Match
    • Dealer Overview – 60 Day Match
    • Dealer Overview – 180 Day Match
    • Dealer Overview – Long Term Follow Up
      20 Sales in 30 Days
      25 Sales in 60 Days
      29 Sales for 180 Days
      50% of your customers purchase after 10 Days
    • Dealer Overview – Lost Sales
    • The shopping process takes about three months for the average AIU
      Source: 2007 J.D. Power and Associates New Autoshopper.com Study
      Based to AIUs
    • Lead Response Time – LRT (Updated Nightly”
    • Lead Details
    • Lead Details
    • 71%
      68%
      67%
      64%
      22%
      20%
      21%
      21%
      It’s not all about the lead
      Source: 2007 J.D. Power and Associates New Autoshopper.com Study
      Based to AIUs