Tms Toyota Scion Adp 09 24 2009 V4

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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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  • 1. TMS/ADP Meeting
    Ecommerce discussions
    Sept 24, 2009
  • 2. 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.
  • 3. Business Intelligence and Performance Improvement
    Toyota
    September 24, 2009
  • 4. 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
  • 5. 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
  • 6. Business Intelligence Benefits
    http://demo.idashboards.com/idashboards60/
  • 7. Questions and Discussion
    7
  • 8. Toyota Motor Sales
    Digital Marketing and Dealer Performance
  • 9. The quality of the Client Experience is critical!
    Key elements for ILM:
    The First Response (One Response)
    • Speed is important
    • 10. 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%
  • 11. 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
  • 12. Solutions – Process/Skills/Management/Measuring
  • 13. Recommendations
  • 14. 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
  • 15. Keys for Success
  • 16. The Right Measurements are Critically Important
  • 17. Dealer Overview
    Lead Response Time
    Leads Details Report
    Resources - Metrics
  • 18. Dealer Overview - OEM Sourced Leads
  • 19. Dealer Overview – 30 Day Match
  • 20. Dealer Overview – 60 Day Match
  • 21. Dealer Overview – 180 Day Match
  • 22. 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
  • 23. Dealer Overview – Lost Sales
  • 24. 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
  • 25. Lead Response Time – LRT (Updated Nightly”
  • 26. Lead Details
  • 27. Lead Details
  • 28.
  • 29. 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