Toyota Scion Lexus and ADP


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Toyota Scion Lexus and ADP

  1. 1. TMS/ADP Meeting<br />Ecommerce discussions<br />Sept 24, 2009<br />
  2. 2. ADP/TMS Dealer Network Solutions <br />Introductions<br />Presentations/Discussions: Dashboard Solution, Best Practices process, Digital Marketing/Advertising, Ecommerace<br /> ADP a Service Provider vs a DMS provider<br />One throat to choke – integration at the OEM level same as the Consolidators… Lithia, AN<br />Reduce redundancies and crossing over of solutions<br />Enterprise agreement-Earn Back/Commissons. Approx $4Mil billing today. Earn back 5 - 10%. The power of one source.<br />
  3. 3. Business Intelligence and Performance Improvement<br />Toyota<br />September 24, 2009<br />
  4. 4. Over 1,500 Performance Group members (automotive and non-automotive)<br />Consulting and training for business management, profitability, all aspects of retail sales and fixed operations<br />Data extraction, financial analysis, composites and reporting<br />Under contract to process close to 5,000 financial statements monthly (all DMS providers)<br />1,600-2,000 automated edits and detailed Business Analyst review<br />Development of standardized financial reporting, charts of accounts, financial statements and electronic data submission<br />webComposite financial analysis and benchmarking solution<br />Composite supplier to National Automobile Dealer Association<br />Current automotive engagements: Honda, Acura, General Motors, Mercedes-Benz, Mazda, Subaru, Volvo/Mack Truck, smart and Suzuki<br />Non-automotive engagements: Sea Ray, Freedom Roads, Recreational Vehicles, Marinas (ABBRA), Motorcycles, Outdoor Sports, Hardware<br />
  5. 5. Business Intelligence Benefits<br />Deep experience and expertise regarding Dealer and manufacturer performance drivers<br />Ability to pull data from all Dealer Management Systems, providing daily and real-time updates<br />Data purification and normalization:<br />Common labor operations<br />Electronic edits and Call Center for Dealer data correction<br />Integrating and reporting data from DMS, internal and third-party sources<br />Guided problem-solving and “What if” scenarios<br />Training and consulting expertise in all dealership processes<br />
  6. 6. Business Intelligence Benefits<br /><br />
  7. 7. Questions and Discussion<br />7<br />
  8. 8. Toyota Motor Sales<br />Digital Marketing and Dealer Performance<br />
  9. 9. The quality of the Client Experience is critical!<br />Key elements for ILM:<br />The First Response (One Response)<br /><ul><li> Speed is important
  10. 10. Quality is CRITICAL </li></ul>The Engagement (Multiple Response) <br /><ul><li> Volley for a solid appointment </li></ul>The Follow-up over 60 days<br /> - Keeping engaged till the lead sells<br />The Follow-up over 90 days<br /><ul><li>Still in the buying cycle </li></ul>The Disengaged 90 days plus<br /><ul><li> Re-engaging Customers</li></ul>The Quality of the Call<br /> - Off the Website<br /> - Consistent Experience <br />One Response 30 days<br />Multiple Responses 30 days <br />60 day Follow-up<br />90 Days<br />+ 90 days <br />Call Quality<br />9<br />4%<br />8%<br />10%<br />11%<br />18%<br />13%<br />
  11. 11. Today’s Customer Experience <br />In this sampling 6 out of 7 of Toyota’s Import competitors had more client interaction <br />This shopping was based on a sampling from 4 regions of 100 stores each brand same market <br />10<br />
  12. 12. Solutions – Process/Skills/Management/Measuring<br />
  13. 13. Recommendations<br />
  14. 14. Internet Lead Close Rates Increase by 50% when any 4 of the 5 Key Drivers are Experienced by Consumer<br />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<br />
  15. 15. Keys for Success<br />
  16. 16. The Right Measurements are Critically Important<br />
  17. 17. Dealer Overview<br />Lead Response Time<br />Leads Details Report<br />Resources - Metrics<br />
  18. 18. Dealer Overview - OEM Sourced Leads<br />
  19. 19. Dealer Overview – 30 Day Match <br />
  20. 20. Dealer Overview – 60 Day Match <br />
  21. 21. Dealer Overview – 180 Day Match <br />
  22. 22. Dealer Overview – Long Term Follow Up<br />20 Sales in 30 Days<br />25 Sales in 60 Days<br />29 Sales for 180 Days<br />50% of your customers purchase after 10 Days<br />
  23. 23. Dealer Overview – Lost Sales<br />
  24. 24. The shopping process takes about three months for the average AIU<br />Source: 2007 J.D. Power and Associates New Study<br />Based to AIUs<br />
  25. 25. Lead Response Time – LRT (Updated Nightly”<br />
  26. 26. Lead Details<br />
  27. 27. Lead Details<br />
  28. 28.
  29. 29. 71%<br />68%<br />67%<br />64%<br />22%<br />20%<br />21%<br />21%<br />It’s not all about the lead<br />Source: 2007 J.D. Power and Associates New Study<br />Based to AIUs<br />