Customer Relationship Management Dealer Action Plan
       Dealership Name:          ABC Motors
                 Address: ...
Dealership Information Technology Inventory
          Dealership Name: #REF!                                              ...
CRM Certification Report - Overall
      Dealership:      #REF!                                                          R...
CRM Certification Report - Inbound Phone
  Dealership:                         #REF!                                      ...
CRM Certification Report - Internet Lead Management
  Dealership:                                         #REF!           ...
CRM Certification Report - Sold Follow-Up
  Dealership:                         #REF!                                     ...
CRM Implementation - Dealer Action Plan
 Dealer:           ABC Motors                                               Phone ...
Reynolds CRM Pre-Launch Action Plan Checklist
      Dealer:        #REF!                                                  ...
Reynolds CRM Certification Visit Action Plan
 Dealer:        #REF!                                                   Phone...
Enter Dealership's Sales CRM Process Metrics in the unshaded
                               cells below to Analyze Sales C...
Service Customer Relationship Management (SCRM) Overview
       Dealership:     ABC Motors                                ...
Service Customer Management Processes - INBOUND
Dealership:            ABC Motors                                         ...
Service Customer Management Processes - OUTBOUND
Dealership:               ABC Motors                                     ...
Service Customer Management Process Development - Action Plan
 Dealer:             ABC Motors                             ...
Enter Dealership's Service Lead Management Process Metrics in the
                                           Unshaded cell...
Inbound Service Customer Contact Activity




                                            Service Drive Walk-Ins
         ...
Inbound Profits by Type




                          Service Drive Walk-Ins
                          Service Phone Inqui...
Outbound Service Customer Contact Activity




                                             Service Customer Completed RO ...
Outbound Profits by Contact Type




                                   Service Customer Completed RO Follow-Up &
        ...
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Crm dealer action plan v27.0

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Crm dealer action plan v27.0

  1. 1. Customer Relationship Management Dealer Action Plan Dealership Name: ABC Motors Address: 9136 E Firestone Blvd. City: Downey State: CA Zip: 90241 RCS Visit Start Date: 7/27/2010 RCS Visit End Date: 7/27/2010 Dealership Web Site URL: www.PenskeToyota.com Primary Phone Number: 562-904-5600 Primary Fax: 562-904-5631 Dealership Information OEM P&A Code: 4080 OEM Region: California OEM District OEM Dealer Code: 6704 Sales Mgr: OEM District RCS Client ID number: N/A Service Mgr: RCS Catalyst #1: Ralph Paglia RCS Catalyst #2: Craig Polito New Vehicle Sales: 150 Monthly Warranty RO Volume: 500 Monthly Preowned Sales: 100 Customer Pay RO Volume: 500 Monthly Total Sales: 250 Total Monthly Customer RO's: 1000 Key Dealership Contacts Name Title Work Phone Cell Phone Email Address Roger Penske Dealer 562-904-5600 rpenske@pensketoyota.com John Dinsmore General Manager 562-904-5600 jdinsmore@pensketoyota.com Kathy Brown Comptroller 562-904-5600 kbrown@pensketoyota.com Mark Sheppard Service Manager 562-904-5600 msheppard@pensketoyota.com Bill Richardson Parts Manager 562-904-5600 brichardson@pensketoyota.com Service & Parts Mark Sheppard 562-904-5600 msheppard@pensketoyota.com Director John Mendell New Vehicle Manager 562-904-5600 sales@pensketoyota.com Tony Robbins Preowned Manager 562-904-5600 sales@pensketoyota.com Primary SLM Best Roy Hernandez 562-904-5600 rhernandez@pensketoyota.com Practice Contact Roy Hernandez CRM/SLM Manager 562-904-5600 rhernandez@pensketoyota.com Sylvia Rodriguez CRM/SLM Staff #1 562-904-5600 sales@pensketoyota.com Carla Maddox CRM/SLM Staff #2 562-904-5600 sales@pensketoyota.com Julie Escovera CRM/SLM Staff #3 562-904-5600 sales@pensketoyota.com Maria Duarte CRM/SLM Staff #4 562-904-5600 sales@pensketoyota.com "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  2. 2. Dealership Information Technology Inventory Dealership Name: #REF! Date: #REF! Address: #NAME? State: #REF! Zip: #REF! Primary Phone: #REF! Primary Fax: #REF! Primary Email: Assessment Catalyst #1: #NAME? Catalyst #2: #NAME? Catalyst #3: #NAME? Internet Service Provider: Network Services Provider: Type of Internet Access: T1 Cable DSL Satellite ISDN Dial-Up Bandwidth Capacity: Sales Department PC's: Workstations in CRM : Other Areas: Are PC's on Integrated LAN? Does your Integrated LAN comply with "Olympus" Guidelines?: Primary Website Provider: Email Service Provider: Secondary Website Provider: Email Software Application: Primary URL(s): Secondary URL(s): List Primary Software CRM Utilization Description: DMS System Provider: Incoming Phone Call Management Software: Internet Lead Management Application(s): Sold Follow-up Application; Lease Customers Sold Follow-up Application; RTCM Customers Sold Follow-up Application; Other Customers Customer Relationship Management Application: Customer & Business Opportunity Data Management Inbound Phone Opportunities: Call Tracking System: Sales Service Parts General Calls Dealer's SalesPoint/ALM Email Address for Routing Internet Leads: List ALL Internet Lead Providers: New Inbound Leads Sent To: Lead Management Tool Used to Respond: Sold (RTCM) Follow-up Lists/Data: "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPsocialmedia@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  3. 3. CRM Certification Report - Overall Dealership: #REF! Reynolds P & A Code: #NAME? Visit Start Date: #REF! Reynolds Region: #NAME? Reynolds Zone Manager: #NAME? Visit End Date: #REF! Certifying Catalyst must enter initials in the boxes to the far right of items that require verification… All blank boxes must be filled in. Dedicated Full-Time CRM Staff (Minimum = 1 CRM Manager + 2 CRM Staff) CRM Verification During Visit Title Name Phone Email Address Visit #1 Visit #2 Visit #3 Visit #4 CRM Manager #NAME? #NAME? #REF! Dedicated CRM Staff #1 #NAME? #REF! #REF! Dedicated CRM Staff #2 #REF! #REF! #REF! CRM Manager and all Staff work in a dedicated area that is designated as the CRM Department……………………………….. Process Management & Execution - CRM Verification During Visit Verify (see/hear with your own eyes/ears) that CRM Staff ACTUALLY performs the following tasks: CRM Certification Requirement that must be NAMES of CRM Staff who were witnessed Process Visit #1 Visit #2 Visit #3 Visit #4 witnessed by Certifying Consultant: EXECUTING actual customer contacts: Inbound CRM Staff is receiving and handling all incoming Phone: sales calls for new Reynolds vehicles CRM Staff is receiving and handling all Internet Internet: Leads for new Reynolds vehicles… Sold (RTCM) CRM Staff is receiving RTCM customer lists and Follow-up: calling the eligible customers… CRM Manager and Staff each have a phone that is connected to dealership's phone system……………………………… Information Technology Tools (Identify vendor and application name - verify utilization by CRM staff) CRM Verification During Visit Customer Data Process Software Used to Manage & Track Monthly Metrics Reports Visit #1 Visit #2 Visit #3 Visit #4 Captured Inbound Phone: 0 Internet: 0 Sold (RTCM) Follow-up: 0 CRM Manager and Staff each have a dedicated PC workstation w/Broadband Internet Access………………………………………. Dealer has the following STRONGLY RECOMMENDED elements in place for the CRM: Visit #1 Visit #2 Visit #3 Visit #4 CRM managers and staff are cross-trained on all three Phase 1 CRM Processes…………………………………………… CRM Staff has pay plans that reward appointments (generated, confirmed and shows)………………………………. CRM Managers & Staff have copies and access to current advertising, promotions and incentives………………………………. CRM Managers & Staff have online/network access to new & preowned dealer inventory………………………………. CRM has Appointment Board in CRM that lists CRM generated appointments MTD………………………………. Dealership has Appointment Board in Showroom that displays CRM generated appointments………………………………. CRM Manager enrolled in supplemental CRM Manager Training…………………………………………………………….. Specify type: In space below, describe a uniquely effective CRM "Best Practices" dealer has implemented: RCS Catalyst and Dealer confirm that descriptions and items listed on this page reflect actual CRM operations: Visit #1 Visit #2 Visit #3 Visit #4 RCS Catalyst Signature: Date: #REF! Authorized Dealer Signature: Date: #REF! Print Dealer Title: Signature Name: "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPsocialmedia@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  4. 4. CRM Certification Report - Inbound Phone Dealership: #REF! Reynolds Region: #NAME? Visit Start Date: #REF! RCS Catalyst: #NAME? RCS Catalyst #2: #NAME? Visit End Date: #REF! Certifying Catalyst must enter initials in the boxes to the left of items that require verification… All blank boxes must be filled in. CRM Certification - Required Inbound Phone Processes: Verification During Each Visit CRM Certification Requirements Tactical Description of Required CRM Process Components for Certification Visit #1 Visit #2 Visit #3 Visit #4 · CRM has Documented Inbound Phone Process that incorporates and cascades to: - Dealer and Senior Management Team "Buy-In" achieved - Sales Management "Buy-In" achieved Inbound Phone - Sales Personnel "Buy-In" achieved - Receptionists "Buy-In" achieved · All incoming sales calls routed to the CRM during CRM hours · Incoming call data and results collected and recorded in a Software Application · CRM Staff follow Inbound phone scripts or word tracks when they are answering sales calls List Dealer's Source(s) of PHONE Scripts used in CRM: List Each Type (call category) of Phone Script being used by CRM: CRM Certification - Strongly Recommended Inbound Phone Processes: Verification During Each Visit Tactical Description of Strongly Recommended CRM Process Components Visit #1 Visit #2 Visit #3 Visit #4 · Incoming Preowned Vehicle Sales calls are routed to the CRM · Dealership has implemented Telephone Technology/Software that provides: CRM Recommendations - Incoming calls recorded for management review from a web based tool/application - Captures incoming caller information (caller ID) and forwards data to lead management tool Inbound Phone - Allows CRM manager to listen in on CRM Representative outbound phone calls · Inbound phone appointments assigned to specific salespeople who meet qualification standards · CRM receives daily appointment results from the Sales Department and tracks by Salesperson · CRM provides dealership management with Inbound Phone results reports - Totals & Individuals In Space Below, Describe Dealer's CRM Telephone Software Capabilities and How they are used: In Space Below, Describe current INBOUND PHONE process and how incoming sales calls are handled: Exit Visit #1 Visit #2 Visit #3 Visit #4 Dealer confirms this document's listing of actual dealership CRM processes and infrastructure in place: Signatures Authorized Dealer Signature: Indicated This CRM Visit #: Date: #REF! Print Dealer Signature Name: Next Visit #REF! #REF! Start-End Dates: Title: Catalyst Signature: Indicated This CRM Visit #: Date: #REF! "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  5. 5. CRM Certification Report - Internet Lead Management Dealership: #REF! Reynolds Region: #NAME? Visit Start Date: #REF! RCS Catalyst: #NAME? RCS Catalyst #2: #NAME? Visit End Date: #REF! Certifying Catalyst must enter initials in the boxes to the left of items that require verification… All blank boxes must be filled in. CRM Certification - Required INTERNET Processes: Verification During Each Visit Tactical Description of Required CRM Process Components for Certification Internet CRM Certification Requirements Visit #1 Visit #2 Visit #3 Visit #4 · CRM has Documented Inbound Internet Process that incorporates and cascades to: Dealer and Senior Management Team "Buy-In" achieved Sales Management "Buy-In" achieved Sales Personnel "Buy-In" achieved · Internet leads routed into a Lead Management Tool that CRM utilizes · CRM Enters customer contact results into Lead Management Tool · Automated email reply to incoming Internet Leads · Personalized CRM email templates for incoming Internet Leads (<2 Hours) · CRM Phone contact scripts for Internet Leads (<24 Hours) · Documented Short-Term (first 45 days) Follow-up Process: email/phone templates/scripts List Dealer's Source(s) of Email and Phone Templates for CRM: List Each (by contact category) Type of Email Template and Phone Script being used by CRM for Internet Leads: CRM Certification - Strongly Recommended INTERNET Processes: Verification During Each Visit Tactical Description of Strongly Recommended CRM Process Components Visit #1 Visit #2 Visit #3 Visit #4 · Dealer is Enrolled in ReynoldsDirect New Car lead Referral Program · Dealer is Enrolled in ReynoldsDirect Used Car lead Referral Program CRM Process Recommendations · CRM has Internet Process Staffing levels that Comply with the Following guidelines: Internet Lead Management - Selling CRM Representatives handle no more than 60 New Internet Leads per Month - Non-Selling CRM Representatives handle no more than 150 New Internet Leads per Month - Allows CRM staff to respond to 100% of Internet Leads during dealership business hours · Personalized email Response with all questions answered within 15 Minutes of receiving lead · CRM contacts all customers using Phone contact script within 1 hour of receiving Internet leads · CRM empowered to send price quotes to all customers who request a price on a specific vehicle · All Lead response email templates invite customer to schedule appointment and visit dealership · Appointment confirmation email message is sent to all customers who schedule an appointment · Appointments scheduled with specific Salespeople who have been specially trained on Internet · Enroll in Reynolds 2-day in-dealership e-business level II training In space below, describe Dealer's Internet Lead Management Process and how they are using their lead management tool: Exit Visit #1 Visit #2 Visit #3 Visit #4 Dealer confirms this document's listing of actual dealership CRM processes and infrastructure in place: Signatures Authorized Dealer Signature: Indicated This CRM Visit #: Date: #REF! Print Dealer Signature Name: Next Visit #REF! #REF! Start-End Dates: Title: Catalyst Signature: Indicated This CRM Visit #: Date: #REF! "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  6. 6. CRM Certification Report - Sold Follow-Up Dealership: #REF! Reynolds Region: #NAME? Visit Start Date: #REF! RCS Catalyst: #NAME? RCS Catalyst #2: #NAME? Visit End Date: #REF! Certifying Catalyst must enter initials in the boxes to the left of items that require verification… All blank boxes must be filled in. CRM Certification - Required SOLD FOLLOW-UP Processes: Verification During Each Visit Tactical Description of Required CRM Process Components for Certification CRM Certification Requirements Visit #1 Visit #2 Visit #3 Visit #4 · CRM has Documented Sold Follow-up Process that incorporates and cascades to: - Dealer and Senior Management Team "Buy-In" achieved - Sales Management "Buy-In" achieved Sold Follow-Up - Sales Personnel "Buy-In" achieved · CRM Downloads all RTCM Lists and Contacts each customer · Sold Customer data captured and logged into a Software Application · CRM Representatives use Word Tracks or Phone Scripts for their SOLD FOLLOW-UP processes Dealer's Source(s) of SOLD FOLLOW-UP Templates & Scripts: List Each (by contact category) Type of Email Template and Phone Script being used by CRM for SOLD FOLLOW-UP: CRM Certification - Strongly Recommended SOLD FOLLOW-UP Processes: Verification During Each Visit Tactical Description of Strongly Recommended CRM Process Components Visit #1 Visit #2 Visit #3 Visit #4 · CRM downloads Reynolds provided RTCM lists and contacts each customer · CRM Downloads Reynolds provided X-Plan lists and contacts each customer · CRM Downloads all other Reynolds provided lists and contacts each customer · CRM contacts all dealership RCL customers a minimum of 120 days prior to lease termination · CRM has SOLD FOLLOW-UP Process Staffing levels that Comply with the Following guidelines: CRM Recommendations - RTCM Sold Follow-up calls are not assigned to Selling CRM Staff (non-selling CRM staff ONLY) - Non-Selling CRM staff handle no more than 400 SOLD FOLLOW-UP calls per Month Sold Follow-Up - Allows CRM staff to contact 100% of RTCM list customers during dealership business hours · CRM staff contacts each sold customer within 3 business days of new vehicle delivery · CRM contacts ALL sold customers according to a pre-determined long-term timeline · CRM downloads customer and purchase data from the dealership's DMS (sales & service) · CRM uses designated email template(s) for scheduled SOLD FOLLOW-UP contacts · Appointment confirmation email sent to customers w/email address who schedule appointments · CRM assigns Appointments to specific staff who have been specially trained on RTCM & RCL · Enroll in Reynolds 2-day in-dealership RTCM (level II) training In space below, describe Dealer's SOLD FOLLOW-UP Software and How the CRM will be using it: Exit Visit #1 Visit #2 Visit #3 Visit #4 Dealer confirms this document's listing of actual dealership CRM processes and infrastructure in place: Signatures Authorized Dealer Signature: Indicated This CRM Visit #: Date: #REF! Print Dealer Signature Name: Next Visit Start-End Dates: #REF! #REF! Title: Catalyst Signature: Indicated This CRM Visit #: Date: #REF! "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  7. 7. CRM Implementation - Dealer Action Plan Dealer: ABC Motors Phone Number: 562-904-5600 Visit Start & End: 7/27/2010 7/27/2010 P&A Code: 9136 E Firestone Blvd. City, State & Zip: Downey CA 90241 Catalysts: Ralph Paglia Craig Polito Next Visit S/E Dates: 10/5/2004 10/8/2004 Top 3 Areas of Current Concern for Dealer's CRM Phase 1 PROCESS Development - Review with Dealer during Dealer Exit Meeting Primary "INTERNET" Area of Concern: Primary "SOLD FOLLOW-UP" Area of Concern: Primary "SERVICE FOLLOW-UP" Area of Concern: Dealer Action Plan to correct each of the Top 3 Areas of Concern - To be Completed by Dealer before next Reynolds CRM Program Visit: What How Who & When Internet Follow-up Sold Follow-up Service CRM Staff Training and Personnel Development Actions - To be completed by Dealer before Next Reynolds CRM Program Visit: What How Who & When People CRM Infrastructure Development Actions - To be completed by Dealer before Next Reynolds CRM Program Visit: What How Who & When Place CRM Technology Development Actions - To be completed by Dealer before Next Reynolds CRM Program Visit: What How Who & When Technology Authorized Dealer Signature: Date: #REF! Print Name: Title: "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  8. 8. Reynolds CRM Pre-Launch Action Plan Checklist Dealer: #REF! Assessment Completed: #REF! Main Phone: #REF! Scheduled CRM Launch Date: #REF! Reynolds #NAME? City, State & Zip: #NAME? #REF! #REF! Dealer #: Owner: #REF! Dealership General Manager: #REF! Cell Phone: #REF! CRM Catalyst: #NAME? DEALER CONTACT FOR COMPLETING PRE-LAUNCH ACTION PLAN: #REF! Zone Manager: #REF! CELL OR DIRECT PHONE LINE FOR ACTION PLAN CONTACT: #REF! Total CRM Staff # (including CRM Manager) to be in place at Time of Launch: CRM Space Capacity: Completed Action Required CRM Pre-Launch Action Description Notes / Comments Office Use Catalyst Use STAFFING Hire a CRM Manager YES Hire dedicated CRM Representatives Quantity Needed: NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Office Use Catalyst Use CRM CENTRALIZED WORKSPACE Locate CRM staff in a contiguous work area PC Network Cabling routed into CRM (dealer LAN) Phone Line cabling routed/installed into CRM Dept. CRM Dept. Staff cubicles with sound panels installed Quantity Needed: Install new overhead lighting adequate for office work Designated CRM Dept. team meeting space Office Use Catalyst Use CRM Dept. WORK STATIONS CRM Dept. Manager's desk CRM Dept. Manager's office chair Manager's office seating for 2 guests (minimum) Acquire and install new/additional PC's into CRM Dept. Quantity Needed: Install new/additional SYSTEM PHONES into Dept. Quantity Needed: Install new/additional OFFICE CHAIRS into CRM Dept. Quantity Needed: OEM Product Source books for each CRM workstation Quantity Needed: Office Use Catalyst Use PC SOFTWARE & WEB ACCESS Install Windows XP into CRM Dept. computers Quantity Needed: Install MS Office XP into CRM Dept. computers Quantity Needed: Install DMS terminal software into CRM Dept. computers Quantity Needed: Setup DMS user ID and password for CRM Dept. staff Quantity Needed: Name of Dealer's DMS system & software: 0 Install CRM Tool Software Quantity Needed: Setup CRM Tool user ID and password for staff Quantity Needed: Setup OEMDealer.com user ID and password for staff Quantity Needed: CRM Dept. PC's connected to Internet Access Quantity Needed: Name of Dealer's CRM software application: 0 Name of Dealer's Internet Lead Management tool: 0 Contact all Internet lead suppliers by phone and email, Instruct them to route all Internet Leads into one lead management tool, and accounts, used by CRM staff Office Use Catalyst Use CRM Dept. EQUIPMENT AND SUPPLIES Network Printer in CRM Dept. Copier Office Use Catalyst Use APPLICATION SOFTWARE & PRODUCT TRAINING Dealer DMS system training for CRM Dept. staff Dealer CRM application training for CRM Dept. staff In Column "B" select "YES" or "NO" in each action item cell. Select "YES" from drop-downs in Column "B" when Dealer must take action regarding described item. Select "NO" from the drop-down in column "B" if the dealer does not need to take action. NOTE: Column "A" stays blank "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  9. 9. Reynolds CRM Certification Visit Action Plan Dealer: #REF! Phone Number: #REF! Visit Start & End: #REF! #REF! P&A Code: #NAME? City, State & Zip: #NAME? #REF! #REF! Catalysts: #NAME? #NAME? #NAME? Next Visit S/E Dates: #REF! #REF! CERTIFIED: Recommendations for Continuous Improvement to CRM Operating Results Primary "INBOUND PHONE" Area of Concern: Primary "INTERNET" Area of Concern: Primary "SOLD (RTCM) FOLLOW-UP" Area of Concern: NOT CERTIFIED: Requirements for Certification What How Who & When Inbound Phone Internet Follow-up (RTCM) Sold People Technology Place or Authorized Dealer Signature: Date: #REF! Print Name: Title: If NOT Certified, Does Dealer request a 2nd Certification Visit within next 45 days? N/A YES NO N/A Reynolds CRM Certifying Catalyst Signature: Date: #REF! "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  10. 10. Enter Dealership's Sales CRM Process Metrics in the unshaded cells below to Analyze Sales CRM Process Performance Ratios CRM PRE-LAUNCH ASSESSMENT: CRM Process Performance Metrics 2010 Dealership: #REF! Month: August Fill in the unshaded, clear fields - All the shaded colored fields will be automatically calculated based on the data you enter... Appt. Shows Opportunities Appointments Customer Apptmnts Dealer Close Dealer Visit Points of Opportunity Contacts Made Visits Sales Closing % to Converted to Made to Ratio* Scheduled % Dealer Visits Opportunity % Inbound CRM Process Opportunities: Showroom Visitors 400 0 400 80 20% 20% N/A N/A N/A Inbound Phone 200 100 75 40 20% 53% 75% 38% 50% Internet Leads 100 40 30 20 20% 67% 75% 30% 40% Inbound Totals 700 140 505 140 20% 28% 75% 35% 47% Outbound CRM Process Opportunities: Unsold Follow-Up 300 60 40 30 10% 75% 67% 13% 20% Lease Renewal Process* 50 45 40 30 60% 75% 89% 80% 90% Retail Renewal Process* 250 25 20 15 6% 75% 80% 8% 10% *Sold Follow-Up Total: 300 70 60 45 15% 75% 86% 20% 23% Sales Prospecting 100 10 6 3 3% 50% 60% 6% 10% Outbound Totals 700 140 106 78 11% 74% 76% 15% 20% = Metric is MORE than = Metric is between +10/- 25% = Metric is DOWN more than 25% *Close Ratio Automatic 10% over Average for below Average performance for of Average performance Color Shading Key: relevant category for relevant category relevant category This Visit Start This Visit End Authorized Dealer Signature: #REF! #REF! Date: Date: NEXT Visit Start NEXT Visit End RCS Catalyst Signature: #REF! #REF! Date: Date: "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  11. 11. Service Customer Relationship Management (SCRM) Overview Dealership: ABC Motors Ford P & A Code: 4080 Visit Start Date: 7/27/2004 Ford Region: California Ford Zone Manager: 0 Visit End Date: 7/27/2004 Certifying Catalyst must enter initials in the boxes to the far right of items that require verification… All blank boxes must be filled in. Dedicated Full-Time Service Lead Management Staff (Minimum = 1 Lead Management Manager + 2 Lead Management Staff) SLM Verification During Visit Title Name Phone Email Address Visit #1 Visit #2 Visit #3 Visit #4 Service Lead Manager Roy Hernandez 562-904-5600 rhernandez@pensketoyota.com YES SLM Staff #1 Sylvia Rodriguez 562-904-5600 sales@pensketoyota.com YES SLM Staff #2 Carla Maddox 562-904-5600 sales@pensketoyota.com YES Service Lead Manager and Staff work in dedicated area designated as the CRM or Lead Department……………………………….. YES Process Management & Execution - CRM Verification During Visit Describe what tasks the CRM Staff ACTUALLY performs: CRM Certification Requirement that must be NAMES of CRM Staff who were witnessed Process Visit #1 Visit #2 Visit #3 Visit #4 witnessed by Certifying Consultant: EXECUTING actual customer contacts: Inbound Phone CRM Staff is receiving and handling incoming calls - Service: Service request and information calls Sylvia Rodriguez YES Sales to 1st CRM Staff is contacting all customers who have Service Appt. bought a vehicle to schedule them for 1st service Carla Maddox YES Service RO CRM Staff is receiving DMS lists of customers Follow-up: who have received service and calling them Julie Escovera YES CR Managers and Staff each have a phone that is connected to Service Dept.'s phone system……………………………… YES Information Technology Tools (Identify vendor and application name - describe utilization by CRM staff) CRM Verification During Visit Process Software Used to Manage & Track Data Entered Monthly Metrics Reports Visit #1 Visit #2 Visit #3 Visit #4 Inbound Phone Manually into calls - Service: UDC CRM application, Who's Calling & ERA UDC Calls-appoinments-shows YES Sales to 1st Manually into Service Appt. ERA sales reports to UDC CRM application UDC Calls-appoinments-shows YES Service RO ERA Service reports into UDC CRM Manually into Toyota Service Satisfaction Follow-up: application, manual appt. follow-up UDC Surveys YES CR Manager and Staff each have a dedicated PC workstation w/Broadband Internet Access………………………………………. YES Determine which of the following Service Lead Management elements are in place for the CRM: Visit #1 Visit #2 Visit #3 Visit #4 CR Managers and staff are cross-trained on all Service Appt. setting/scheduling Processes…………………………………………… YES CRM/SLM Staff has pay plans that reward service appointments (generated, confirmed and/or shows)………………………………. YES CR team has copies and online access to current OEM & Dealer service marketing and promotions………………………………. YES CR team has networked access to service dept. DMS applications, RO files, appt. scheduling software………………………………. YES CR team has Appointment Board that lists CRM generated service appointments & shows MTD………………………………. YES Service advisors have information readily available in the service drive for CRM generated appointments………………………………. YES CR Manager enrolled in supplemental SLM Training from FCSD qualified source…………………………………………………………….. YES Specify type: Monthly UDC maintenance training YES In space below, describe a uniquely effective CRM/SLM "Best Practice" dealer has implemented: YES During the dealership's weekly management staff meeting, the CRM manager distributes a MTD and YTD report that breaks out each of the CRM processes with both variable and fixed operations. Each process is reported on by volume of customer contacts, appoi RCS Catalyst and Dealer confirm that descriptions and items listed on this page reflect actual SLM operations: Visit #1 Visit #2 Visit #3 Visit #4 RCS Catalyst Signature: Date: 7/27/2004 Authorized Dealer Signature: Date: 7/27/2004 Print Dealer Title: Signature Name: "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  12. 12. Service Customer Management Processes - INBOUND Dealership: ABC Motors Ford Region: California Visit Start Date: 7/27/2004 RCS Catalyst: Ralph Paglia RCS Catalyst #2: 0 Visit End Date: 7/27/2004 Catalyst must enter initials in the boxes to the left of items that require verification… All blank boxes must be filled in. CRM Best Practice - Inbound Service Phone Processes: Verification During Each Visit Tactical Description of Inbound Service Call CRM Process Components Visit #1 Visit #2 Visit #3 Visit #4 YES CRM has Documented Inbound Service Phone Process that CRM staff is trained to execute YES All incoming Service request/inquiry calls routed to the CRM during CRM hours CRM Best Practices YES Incoming call data and results collected and recorded in a Software Application Inbound Phone YES CRM Staff uses phone scripts or word tracks when they are answering service calls YES CRM Staff tracks incoming call volume and reports results to Service Manager YES Incoming Service calls that result in a client concern issue are escalated to management NO Appointments from Incoming Service Calls are electronically transferred to Service Dept. YES Appointments from Incoming Service Calls are manually transferred to Service Dept. YES Customer & Vehicle Information is collected by CRM, then transferred to Service Dept. YES ALL Incoming Service Call volume is tracked; reports show calls/appointments/shows/RO $ YES CRM staff is scheduled to provide best coverage during peak times of Service call volume YES CRM has process for determining best time for a caller's appointment to be scheduled In Space Below, Describe Dealer's Inbound Service CRM Telephone Software Capabilities and How they are used: In Space Below, Describe current INBOUND SERVICE PHONE process and how incoming service calls are handled: Dealer's Source(s) of PHONE Scripts in CRM: UDC consulting Reynolds Consulting CRM Manager created List Best Practice Examples of Inbound Service Phone Scripts used by CRM: Incoming Service Request Call Inquiry on Time Needed for repairs Incoming Service Price Request Exit Visit #1 Visit #2 Visit #3 Visit #4 Dealer confirms listing of actual dealership CRM processes and infrastructure in place: Signatures Authorized Dealer Signature: Indicated This CRM Visit #: YES Date: 7/27/2004 Print Dealer Signature Name: Title: Catalyst Signature: Indicated This CRM Visit #: YES Date: 7/27/2004 "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  13. 13. Service Customer Management Processes - OUTBOUND Dealership: ABC Motors Ford Region: California Visit Start Date: 7/27/2004 RCS Catalyst: Ralph Paglia RCS Catalyst #2: 0 Visit End Date: 7/27/2004 Catalyst must enter initials in the boxes to the left of items that require verification… All blank boxes must be filled in. CRM Best Practice - Outbound Service Phone Processes: Verification During Each Visit Tactical Description of Outbound Service Call CRM Process Components Visit #1 Visit #2 Visit #3 Visit #4 CRM Dept. has Documented Outbound Service Phone Process that CRM Dept. staff is trained to YES execute YES New Vehicle Sales Customers contacted by CRM Dept. to schedule/confirm 1st Service Appointment CRM Best Practices YES Used Vehicle Sales Customers contacted by CRM to schedule/confirm 1st Service Appointment Inbound Phone NO CRM contacts customers who have scheduled an appointment in Service Department YES CRM contacts customers who have completed service RO's without a prior appointment YES CRM contacts customers awaiting parts to complete needed service, schedules appointment YES CRM contacts customers for OEM Recalls & Service Campaigns - schedules appointment YES CRM contacts inactive or lost service customers - schedules appointment YES Customer & Vehicle Information is collected by CRM, then transferred to Service Dept. YES ALL Outbound Service Call volume is tracked; reports show calls/appointments/shows/RO $ YES CRM staff is scheduled to provide coverage during best times for outbound customer calls YES CRM staff has process to select best time for setting an appointment when making outbound calls In Space Below, Describe Dealer's Outbound Service CRM Telephone Software Capabilities and How they are used: In Space Below, Describe current OUTBOUND SERVICE PHONE processes and how outbound service calls are made: Dealer's Source(s) of PHONE Scripts in CRM UDC consulting Reynolds Consulting CRM Dept. Manager Dept.: created List Best Practice Examples of Inbound Service Phone Scripts used by CRM Dept.: Outbound Service Follow-Up Call Outbound Call Service Price Request Outbound Recall Campaign Call Outbound Past Due Service Call ANR Unsold Follow-up Call New Vehicle Sales - 1st Service SOP arrived, schedule service call ANM unsold Follow-up call Used Vehicle Sales - 1st Service Lost/inactive service customer recapture outbound Exit Visit #1 Visit #2 Visit #3 Visit #4 Dealer confirms listing of actual dealership CRM processes and infrastructure in place: Signatures Authorized Dealer Signature: Indicated This CRM Visit #: YES Date: 7/27/2004 Print Dealer Signature Name: Title: Catalyst Signature: Indicated This CRM Visit #: YES Date: 7/27/2004 "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  14. 14. Service Customer Management Process Development - Action Plan Dealer: ABC Motors Phone Number: 562-904-5600 Visit Start & End: 7/27/2004 7/27/2004 P&A Code: 4080 City, State & Zip: Downey CA 90241 Catalysts: Ralph Paglia 0 Top 3 SLMS Accomplishments During Current Visit - Review with Dealer during Dealer Exit Meeting Primary "INBOUND SERVICE CUSTOMER CONTACT" Accomplishments during this visit: Primary "OUTBOUND SERVICE CUSTOMER CONTACT" Accomplishments during this visit: Primary "SERVICE LEAD MANAGEMENT TECHNOLOGY" Accomplishments during this visit: Dealer Action Plan to Achieve Service Lead Management Strategy (SMLS) Realization: What How and by When: Customer Contact Inbound Outbound Customer Contact Service Lead Management Technology CRM Dept. Staff Training and Personnel Development - That must be completed to implement the above Action Plan: What How and by When: People CRM Dept. Infrastructure Development Actions - That must be completed to implement the above Action Plan: What How and by When: Place CRM Dept. Technology Development Actions - That must be completed to implement the above Action Plan: What How and by When: Technology Authorized Dealer Signature: Date: 7/27/2004 Print Name: Title: "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  15. 15. Enter Dealership's Service Lead Management Process Metrics in the Unshaded cells below to Analyze SCRM Process Performance Ratios PROCESS ASSESSMENT: Service Lead Management Process Performance Metrics 2010 Dealership: ABC Motors Month: YTD - June Fill in the unshaded, clear fields - All the shaded colored fields will be automatically calculated based on the data you enter... Apptmnt Appointment Opportunities Customer Apptmnts Parts & Profit Appointments Average Profit per Points of Opportunity Contacts Made Shows - Labor Profits per Contact to Contact % Shows to Converted to Repair Order RO Total Scheduled % Dealer Visits Inbound Service Lead Management Process Opportunities: Service Drive Walk-Ins 8435 0 8435 $642,964 $76.23 N/A N/A N/A $76.23 Service Phone Inquiries 4168 4148 3329 $277,804 $66.65 100% 80% 80% $83.45 Service Internet Leads 642 638 577 $51,542 $80.28 99% 90% 90% $89.33 Inbound Totals 13245 4786 12341 $972,310 $73.41 100% 82% 81% $78.79 Outbound Service Lead Management Process Opportunities: Service Customer Completed RO Follow-Up & Reminders 3616 663 504 $40,540 $11.21 18% 76% 14% $80.44 Special Order Parts (SOP) Customer Contacts 653 565 501 $52,367 $80.19 87% 89% 77% $104.52 Recall & Campaign Customer Contacts 61 54 44 $4,497 $73.72 89% 81% 72% $102.20 Unsold Additional Needed Repairs (ANR) Process* 926 68 47 $8,872 $9.58 7% 69% 5% $188.77 Unsold Additional Needed Maintenance (ANM) Process* 620 186 142 $14,376 $23.19 30% 76% 23% $101.24 Unsold Extended Service Contract (ESC) Process* 210 33 19 $3,800 $18.10 16% 58% 9% $200.00 Unsold Body Shop Estimates Customer Followup* 127 19 14 $28,000 $220.47 15% 74% 11% $2,000.00 *Unsold Follow-Up Totals: 1883 306 222 $55,048 $29.23 16% 73% 12% $247.96 Past Due Service - Lost Customer Contact Process 1328 294 228 $9,748 $7.34 22% 78% 17% $42.75 Service Marketing Prospecting Contacts 865 168 117 $5,988 $6.92 19% 70% 14% $51.18 New Vehicle Sales to Service Transition 367 289 231 $4,211 $11.47 79% 80% 63% $18.23 Used Vehicle Sales to Service Transition 177 93 78 $3,497 $19.76 53% 84% 44% $44.83 Outbound Totals 8950 2432 1925 $175,896 $19.65 27% 79% 22% $91.37 = Metric is MORE than = Metric is within +/- 25% = Metric is LESS than 25% below *Close Ratio Automatic 25% over Average for Average performance for relevant of Average performance Color Shading Key: relevant category for relevant category category = Average RO $ is MORE = Average RO $ is within +/- 25% *Close Ratio Automatic than 25% over Average = Average RO $ is LESS than 25% of Average for below Average for category RO's Color Shading Key: for category RO's category RO's This Visit Start This Visit End Authorized Dealer Signature: 7/27/2004 7/27/2004 Date: Date: NEXT Visit NEXT Visit End RCS Catalyst Signature: www.PenskeToyota.com 1/0/1900 Start Date: Date: "Save As" Using <Dealer Name+Date> as file name, then email file to: ADPdigitalmarketing@gmail.com After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
  16. 16. Inbound Service Customer Contact Activity Service Drive Walk-Ins Service Phone Inquiries Service Internet Leads
  17. 17. Inbound Profits by Type Service Drive Walk-Ins Service Phone Inquiries Service Internet Leads
  18. 18. Outbound Service Customer Contact Activity Service Customer Completed RO Follow-Up & Reminders Special Order Parts (SOP) Customer Contacts Recall & Campaign Customer Contacts Unsold Additional Needed Repairs (ANR) Process* Unsold Additional Needed Maintenance (ANM) Process* Unsold Extended Service Contract (ESC) Process* Past Due Service - Lost Customer Contact Process Service Marketing Prospecting Contacts New Vehicle Sales to Service Transition Used Vehicle Sales to Service Transition
  19. 19. Outbound Profits by Contact Type Service Customer Completed RO Follow-Up & Reminders Special Order Parts (SOP) Customer Contacts Recall & Campaign Customer Contacts Unsold Additional Needed Repairs (ANR) Process* Unsold Additional Needed Maintenance (ANM) Process* Unsold Extended Service Contract (ESC) Process* Past Due Service - Lost Customer Contact Process Service Marketing Prospecting Contacts New Vehicle Sales to Service Transition Used Vehicle Sales to Service Transition

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