SM
ADP DEALER SERVICES
SOCIAL MEDIA / REPUTATION MANAGEMENT
SOLUTIONS OVERVIEW
2
About ADP
Automatic Data Processing, Inc. [NASDAQ: ADP]
Outsourced Human Resources, payroll, tax and benefits
administra...
3
ADP Dealer Services – Global Footprint
ADP Presence
Largest Global DMS Provider with nearly 27,000 clients in
over 90 co...
4
Truck (buses,
semi’s)
Agriculture and
Heavy
Equipment
Marine, RV
(mobile/trailer),
Motorcycle
North American Dealer Segm...
5
Other Companies/Brands ADP-DS Markets
Front end Consultants 20 Groups, Stats
Open Dealer
Exchange:
Joint Venture with ou...
6
Guiding Principles
Help our clients sell vehicles, parts and
service profitably.
Help our clients sell vehicles,
parts a...
7
Top Dealer Groups in North America
Source: Ward’s Dealer Business
ADP Dealer Services is contracted with 8 out of 10 of ...
8
ADP Dealer Services – Breadth of Solutions
 Focused on helping dealers and manufacturers use technology to increase
eff...
9
GENERATE
TRAFFIC
MANAGE
CUSTOMERS
TRANSACT
BUSINESS
YOU
DO IT
WE
HELP
Desking
Menu F&I
Credit
Digital Contracting
CRM
Ca...
10
Sales Campaigns
Mobile Site
Service CampaignsFinance Campaigns SEM, SEO Social Media
Total Digital Solution
Attract
Dig...
11
Your brand is already out there
…whether or not you choose
to participate
IT’S HUGE
>> Over 400 million users on Facebo...
12
1) Lots of Sites  Keeping up with all the Social Sites
Knowledge: New sites always pop up. How many should I use? Whic...
13
Social is Different…
 Social users turn away from a site in
droves if they perceive their just being
marketed to
 Soc...
14
Social Media / Reputation Management
Complete Social Marketing Team
 ADP Social Marketing Professional
 Dedicated to ...
15
Social Marketing / Reputation Management
Complete Social Marketing Team
 Professional Execution
 Social Marketing ski...
16
Dealership
Social
Network Site
Dealership Community Strategy
The hub of a Hub-&-Spoke SM/RM Strategy
17
Services Managed For You
 Brand registration services
 Managing social profiles
 Brand monitoring
 Social relevancy...
18
Dealer Message – Dealer Control
 Civic activities
 Local interests
 Vehicle discussions
 Dealership happenings
RSS ...
19
 DealerRater Certification
 Encourage / solicit
consumer feedback at time
of delivery
 Post positive reviews to
Deal...
20
Birth of a Community
ADP Builds Ancira Auto Community Site
Dealer personnel set-up profiles
Get engaged
1
Case Study: A...
21
Results Made Easy
SM
Case Study: Ancira Auto Group – Stellar Results
“I am absolutely blown away that you not only
resp...
22
Results Made Easy
SM
Thank You
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Adp social media reputation management

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Adp social media reputation management

  1. 1. SM ADP DEALER SERVICES SOCIAL MEDIA / REPUTATION MANAGEMENT SOLUTIONS OVERVIEW
  2. 2. 2 About ADP Automatic Data Processing, Inc. [NASDAQ: ADP] Outsourced Human Resources, payroll, tax and benefits administration  $9 billion in revenue  Over 585,000 clients  Fortune 300 company  One of Fortune’s “Most Admired”  1 of only 4 U.S. companies with AAA-ratings from both Moody’s and Standard & Poor’s ADP Dealer Services Division Dealer management systems and layered applications such as Digital Marketing, CRM, and IP Telephony  $1.25 billion (F*) in revenue  Over 30 years of experience  6,500 associates worldwide  2,000+ dedicated to client services and support *FY’10 Forecast ADP Dealer Services Corporate Headquarters Hoffman Estates, IL
  3. 3. 3 ADP Dealer Services – Global Footprint ADP Presence Largest Global DMS Provider with nearly 27,000 clients in over 90 countries North America | Latin America | Europe | Asia | Africa | Australia / Oceania
  4. 4. 4 Truck (buses, semi’s) Agriculture and Heavy Equipment Marine, RV (mobile/trailer), Motorcycle North American Dealer Segments Branded: Branded: Auto and Light Truck Construction Equipment, Farming/ Ag. Caterpillar, John Deere etc. Currently Branded: Currently Branded:
  5. 5. 5 Other Companies/Brands ADP-DS Markets Front end Consultants 20 Groups, Stats Open Dealer Exchange: Joint Venture with our main DMS competitor, Reynolds: Branded: ODE Digital MotorWorks: Provides data and solutions to OEMs and Third Parties. Branded: DMi Improve Marketing Effectivenes s Computer Vehicle Registration: Joint Venture with our main DMS competitor, Reynolds: Branded: CVR Improve Marketing Effectivenes s Dealer Office Xpress: Joint Venture with ADP and Standard Register. (Laser, forms, tags etc.) Branded: DOX
  6. 6. 6 Guiding Principles Help our clients sell vehicles, parts and service profitably. Help our clients sell vehicles, parts and service profitably. Bring our clients and their customers together for life, wherever they are, by delivering an exceptional experience with a local touch. Help our clients sell vehicles, parts and service profitably. Bring our clients and their customers together for life, wherever they are, by delivering an exceptional experience with a local touch. Innovative product, sales and service leadership that allows us to deliver reliable, easy-to-use, scalable solutions that transform the way vehicles are marketed, sold and serviced. Help our clients sell vehicles, parts and service profitably. Bring our clients and their customers together for life, wherever they are, by delivering an exceptional experience with a local touch. Innovative product, sales and service leadership that allows us to deliver reliable, easy-to-use, scalable solutions that transform the way vehicles are marketed, sold and serviced.  Integrity in everything  Expertise  Unrelenting commitment to client service excellence  Innovations that make a difference  Each person counts  Results-oriented  Social responsibility Help our clients sell vehicles, parts and service profitably. Bring our clients and their customers together for life, wherever they are, by delivering an exceptional experience with a local touch. Innovative product, sales and service leadership that allows us to deliver reliable, easy-to-use, scalable solutions that transform the way vehicles are marketed, sold and serviced.  Integrity in everything  Expertise  Unrelenting commitment to client service excellence  Innovations that make a difference  Each person counts  Results-oriented  Social responsibility
  7. 7. 7 Top Dealer Groups in North America Source: Ward’s Dealer Business ADP Dealer Services is contracted with 8 out of 10 of the top dealer groups in the U.S. and is the sole source DMS provider for 7 of the top 10.  AutoNation, Inc.  Penske  CarMax  Sonic Automotive  Group 1 Automotive, Inc.  Van Tuyl  Hendrick  Asbury  Holman Enterprises  Larry H. Miller Group
  8. 8. 8 ADP Dealer Services – Breadth of Solutions  Focused on helping dealers and manufacturers use technology to increase efficiency and driving results throughout every area of the dealership Segments Auto MarinePowerSportsHeavy Truck RV Heavy Equip Agriculture Dealer Mgmt Systems Digital Marketing incl Social Media Mobile IP Telephony Networking Business Intelligence Business Process Outsourcing Key Solutions
  9. 9. 9 GENERATE TRAFFIC MANAGE CUSTOMERS TRANSACT BUSINESS YOU DO IT WE HELP Desking Menu F&I Credit Digital Contracting CRM Campaigns BDCLead Mgmt Vehicle Mgmt Websites Digital Marketing Websites MarketingLead Mgmt Hosted Phone Dir MailDataFresh Vehicle Online Business Online Finance Online Service Online Quotes Online Trade Online Managed Campaigns Loyalty Solutions Digital Advertising Call Tracking Virtual Mktg Rep eNewsletter Live Chat Social Media / Rep Mgt WE DO IT Sell Cars, Parts and Service Profitably – Front-End Solutions
  10. 10. 10 Sales Campaigns Mobile Site Service CampaignsFinance Campaigns SEM, SEO Social Media Total Digital Solution Attract Digital Advertising Display, Behavioral, SEM, SEO Convert Website Solutions Websites, Mobile Sites, Call Tracking, Chat Transact Business Online Vehicle, Quotes, Trade, Finance, Service Retain Customer Loyalty BuzzTrack, BuzzMail, eNewsletter Vehicle Online Finance Online Trade Online Quotes Online Service Online Websites
  11. 11. 11 Your brand is already out there …whether or not you choose to participate IT’S HUGE >> Over 400 million users on Facebook …using it every day INCREASINGLY DIVERSE >> Mothers & English-speaking Hispanic populations are fast growing user segments IT’S RELEVANT >> Google indexes social content Complements eMail & Search Marketing IT’S WHERE BUYERS ARE >> #1 site visited by auto buyers in July ‘09? …was Facebook SO… WHAT’S YOUR STRATEGY? Social Media / Reputation Management
  12. 12. 12 1) Lots of Sites  Keeping up with all the Social Sites Knowledge: New sites always pop up. How many should I use? Which ones? Productivity: How do I effectively participate without affecting productivity? 2) Lots of Content  Producing enough quality content in all of the Social Sites Quality: Stale or irrelevant content turns off users. How do I get good content and control quality? Productivity: How do I create good content regularly without an impact on employee productivity? 3) Two-Edged Sword  Awareness and managing of negative commentary Awareness: How will I know when negative content is posted? Skill Set: What should I do when negative content appears? The Challenges Companies cite “Lack of Knowledgeable Staff” as #1 impediment to using Social Media more effectively as part of their advertising mix Marketing Sherpa, Dec 2008
  13. 13. 13 Social is Different…  Social users turn away from a site in droves if they perceive their just being marketed to  Social users are looking for relevant information and engagement  Simply putting inventory listings on your social site page does little to truly engage social users …and it may turn them off entirely  There’s a whole universe of social sites and more emerging all the time …a single page is hardly enough Comprehensive Social Media Strategy
  14. 14. 14 Social Media / Reputation Management Complete Social Marketing Team  ADP Social Marketing Professional  Dedicated to your account Social Marketing Representative (SoMAR) SoMAR’s role: AdjustPlan ReportExecute SoMAR
  15. 15. 15 Social Marketing / Reputation Management Complete Social Marketing Team  Professional Execution  Social Marketing skill set Complete Social Marketing Team AdjustPlan ReportExecute SoMAR Design Configuration SalesTraining
  16. 16. 16 Dealership Social Network Site Dealership Community Strategy The hub of a Hub-&-Spoke SM/RM Strategy
  17. 17. 17 Services Managed For You  Brand registration services  Managing social profiles  Brand monitoring  Social relevancy monitoring  Reporting and alerts multiple times per day  100s of social networks Social Network Management
  18. 18. 18 Dealer Message – Dealer Control  Civic activities  Local interests  Vehicle discussions  Dealership happenings RSS Feeds  Managed by ADP  OEMs  Enthusiast sites  Video / photo feeds Positive UGC  Systemic process  Lots of positive UGC  Content analysis & syndication  Brand Monitoring Over 200 Ancira Employees participate in community Employee Participation
  19. 19. 19  DealerRater Certification  Encourage / solicit consumer feedback at time of delivery  Post positive reviews to Dealer’s Community Site  Amplify the message by publishing to all social sites  Any negative reviews send alert to dealer and your social media pro  10-day hold on posting enabling dealer to engage and rectify  BZ Social Media Pro provides Brand Monitoring service of dealer brand on all social sites to raise dealer awareness Amplify The Positive – Consumer Feedback
  20. 20. 20 Birth of a Community ADP Builds Ancira Auto Community Site Dealer personnel set-up profiles Get engaged 1 Case Study: Ancira Auto Group Registration / Publication Site Registered in 120 Social Venues Will you be my Facebook friend? 2 Dealer Information Ancira Crafts Their Message 3 Syndicated Content Relevant Info From Other Sources 4 Local Interest Highlight Ancira’s Civic Leadership 5 User Content Fun Stuff For Customers 6
  21. 21. 21 Results Made Easy SM Case Study: Ancira Auto Group – Stellar Results “I am absolutely blown away that you not only responded… but that you use social media” “I will be happy to explain to everyone the fantastic service I received…” Positive customer feedback Search Engine Results Brand Name Search Returns 10 pages of Ancira content Consumer response ancira dodge san antonio
  22. 22. 22 Results Made Easy SM Thank You

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