This document discusses Reynolds and Reynolds' next generation online consumer retailing solutions. It introduces new products like live chat, intelligent agents, and online service integration. It also highlights enhancements like next generation websites and inventory improvements. The goal is to generate more website traffic, provide interactive websites, and turn traffic into sales through technology-assisted selling tools and training. Case studies and client endorsements are presented to demonstrate how these solutions have proven successful.
Equity & Freight Electrification by Jose Miguel Acosta Cordova
Next-Gen Online Retailing
1. Highly Confidential. Not to be copied or distributed.
Introducing the
NEXT GENERATION OF
ONLINE CONSUMER
RETAILING
2. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Reynolds Generations Series Solutions
3rd
Party Buying Services
Web Sites – Front and Back-
End
Process Improvement —
TIPS
Shopping Cart for Accessories
Online Service Integration
3. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Reynolds Generations Series Solutions
LoyaltyLinkTM
4. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Integrated Solution Team Members
George Close
Vice President, Automark Web Services
Ron Lamb
Solutions Marketing Director, Automark Web Services
Monica Snow
Business Solutions Director, Automark Web Services
Today’s Presenters:
Michael Israel
Product Manager, 3rd
Party Buying Services
Elizabeth Close
Product Manager, Automark Web Services
Carolyn Wright
Product Manager, Automark Web Services
Ralph Paglia
Web Brand Management Practice Manager, Automark Web Services
Steven Himes
Director, LoyaltyLink Solutions
Kim McDevit
Manager, LoyaltyLink Operations
5. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
41 of the Top 100 Dealer Groups
836 new stores
Double digit growth ’01 – ‘02
Four car company endorsements:
Nissan / Infiniti
MINI
Mitsubishi
Honda
95% renewal rate – including Asbury and Sonic
Untapped ERA customer potential
Web Brand Management: Facts About Automark
6. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Web Brand Management: Market Opportunity
80% of new vehicle buyers use the Internet
(The Peppers and Rogers Group)
46% of those explored a dealer’s site before visiting, up from 42% in
2001
Only 24% of consumers indicated that they are “Very Satisfied”
(Friedman-Swift)
#1 consumer desire = current vehicle listings and prices
89% of dealers have a web site but only 40% believe it is effective
(J.D. Powers)
The average dealer sells 6.5 new and 3 used cars per month
through the Internet
(NADA)
Market Potential:
3rd
Party Buying Services: $202 million
Web Sites: $272 million
7. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Web Brand Management: Agenda
Lab Objectives:
1. Sell market leading advantages now
2. Deliver an integrated web strategy in approach, analysis and
account reviews
3. Take dealers to the next generation of online consumer retailing
Lab Agenda:
1. 3rd
Party Buying Services: Generate more traffic
2. Interactive Web Sites: Advantages / What’s coming?
3. Internet sales process training: TIPS / Proven value
Desired Lab Outcomes:
1. Prepare and deliver a 30 second opening statement for:
a) A Nissan dealer who turned Automark down
b) A dealer’s son-in-law that produces dealer site for free
c) A dealer who recently cancelled his 3rd
Party Buying Services
1. For your next scheduled account review, explain in 3 minutes
how you will integrate the TIPS process in the assessment of
your customer’s online retailing strategy.
8. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Automark Web Services from Reynolds
AWS combines products and services to
provide an integrated web-based sales
strategy taking car companies and retailers to
the next level of online consumer retailing.
“We selected Automark because Reynolds has the ability to construct the
unique tools we require to build an Internet solution that is truly ‘best-in-
class.’ We believe our dealers will be equally excited to begin using this
one-of-a-kind Web site technology that will help Toyota retailers increase
leads and better serve their customers.”
-Elton Pride
Southeast Toyota Distributors
9. Traffic
WHEELWHEEL
An integrated web retailing strategy:
Generate More Traffic:
Only Reynolds sells four of the industry’s
leading 3rd
Party Buying Services:
Blue Book Classifieds
CarsDirect Connect
Carpoint
Yahoo! Autos
J.D. Power & Associates, 2002:
“Consumers still overwhelmingly rely on
3rd
Party sites for pricing information.”
10. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
3rd
Party Buying Services
Dealers generate more traffic with these
premier car buying services:
1) Blue Book Classifieds: List used vehicles on
number one most visited automotive site + phone lead
tracking
2) CarsDirect Connect: Target specific markets or
“zones” with new car advertising and used car inventory
3) Carpoint: Dealership branding and priority listings of
used vehicles on MSN’s exclusive automotive channel
4) Yahoo! Autos: Used vehicle listing service on Yahoo!
exclusive automobile channel + phone lead tracking
11. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
3rd
Party Buying Services
PARENT UNIQUE
AUDIENCE
REACH
%
REYNOLDS &
REYNOLDS
1. Microsoft 39,933,697 50.27 Carpoint MSN
auto channel
3. Yahoo! 34,769,532 43.77 Yahoo’s auto
channel
9. Amazon 7,016,737 8.83 CarsDirect.com
TOP CONSUMER SITES – Neilsen Ratings 2002
BRAND OR
CHANNEL
UNIQUE
AUDIENCE
REYNOLDS &
REYNOLDS
1. Kelley Blue Book 3,091,000
4. MSN Carpoint 2,488,000
TOP AUTOMOTIVE SITES
12. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
3rd
Party Buying Services Bundled Offer
Dealer Savings
12 Months 24 Months
Buy 2 $1,560 $3,120
Buy 3 $2,520 $5,040
Buy 4 $3,600 $7,200
Plus phone whisper id and phone lead
tracking at no extra charge.
13. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Why 3rd
Party Buying Services?
3rd
party buying sites are an essential part of an integrated web
strategy
Broaden dealers’ reach by advertising on the top consumer
portals and car-buying sites
Automark Web Services handles vehicle inventory postings
and aggregation, so there’s nothing more for dealers to do to
list their inventory on Kelley, Carpoint, CarsDirect and Yahoo!
Automark Web Services offers one single source for service &
support – one call handles all four services
1
Jupiter Media Metrix
14. Traffic
Interactive
Web site
WHEELWHEEL
An integrated web retailing strategy:
Provide an Interactive Web Site:
Automark provides interactive consumer
features to grab serious car buyers:
Top 3 ‘Most Visited’ web site modules
Don’t let buyers get away – utilize Kelley Blue
Book, Chrome & Showroom Web Station
Email services = dealer savings
Pitstop & WebTrends – Manage, measure and
improve results
15. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Inventory: #1 Visited Module
50%-70% of a consumer’s time is spent looking at inventory
Automark delivers robust and flexible search engine
Inventory sent to all 3rd
party providers at no charge
Inventory uploaded from any DMS provider
Competitive Advantages:
Real-time integration for ERA3 users
Consumers cannot search themselves out of a vehicle
16. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Electronic Brochure: #2 Visited Module
Complete brochure information with standard features,
options, pictures, and comparison information
Integrated with dealership’s inventory
Customers can print a brochure online
Call-to-action
buttons offer
numerous
ways to
capture
serious leads.
Customers can view
alternate options
and features (i.e.
different trim
packages).
17. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Specials: #3 Visited Module
Most enhanced specials program for new and used
inventory, parts, accessories, finance, rebates, and
service
Consumers can link to specific inventory related to
specials versus starting a new search
18. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Finance: Drive aftermarket sales
Extended Service Contracts
Gap Insurance
NetworkCar
Protection Show
Chemical Shows
Lease vs. Finance
Cash vs. Finance
LoyaltyLink
Presents a comprehensive picture of additional
value-added products and services to your
customers.
19. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Internet Prospects
Don’t let your online prospects get away…
Keep customers on your site with the information they
want when buying from your dealership
Chrome Build-a-Car
Kelley Blue Book:
PriceLink
PriceLink Plus
ReviewLink
20. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Showroom Prospects
Don’t let your showroom customers get away…
Showroom Web Station:
Captures point-of-sale business
Secure, web-based customer information
center
Up-to-the minute inventory for all of your
locations
21. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Email Services: Potential cost savings
Email accounts included in our services
Fully integrated with dynamic Forms library
Ability to change lead assignments based on
vacation time or days off schedules
Puts control and ownership of leads with the
dealer, rather than the sales person
22. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
PitstopTM
: Manage, measure and
improve results
Make changes to the site real-time
Respond to buying trends
Jump ahead of competitors
Access inventory and data reports
Review web site statistics
Access the Forms library
Create specials, rebates and
vehicle promotions
Direct and reroute email
accounts
Manage security
…and more!
23. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
WebTrends: Manage, measure and
improve results
Provides detailed reports on visitor information, average
length of time spent on your Web site, top pages and more.
Top Exit Pages help to
identify where and why
customers are leaving
your Web site
Top Referrers offer
information on the top
search engines, URLs and
Web sites that refer
customers to your Web site
Decipher between
unique and
returning visitors
on a daily, weekly
or monthly basis
24. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Why Automark Web Sites?
Automark offers unparalleled, highly interactive web
site technology
An Automark site generates more leads compared to
the dealer’s previous solution
Up-to-date, accurate inventory on your web site and in
your showroom
Automark provides your customers with an unbiased
source of automotive information to keep them on your
web site
User-friendly, advanced back-end and reporting tools to
manage and measure results that matter
25. Traffic
Interactive
Web Site
WHEELWHEEL
The next generation of online retailing…
Generate More Web Site Activity
(with new products and enhancements):
Increase interactive features on your web
site and improve sales productivity:
Live Chat Technology
Intelligent Agents
New fixed operations profit opportunities:
AutoCart
Online Service Integration
Technology enhancements:
Next Generation Web Sites
Inventory Enhancements
26. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Live Chat: More interactive features
Live Chat:
Real-time,
interactive text chat
Personalized
attention
Sales people work
with web customers
almost as if face-to-
face
27. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Intelligent Agents: More interactive
features
Intelligent Agents:
Gives your web
site the brain
power to better
qualify leads
Provides natural
conversational
experience
Pushes relevant
content to web
visitors
Available 24 x 7
28. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Coming This Year…AutoCart
AutoCart
Sell more manufacturer and custom accessories with
online consumer credit card billing
Detailed reporting provided on all sales and leads
Credit cards and checks accepted instantly
Customers order
accessories directly
from your web site.
29. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Coming This Year…Service Integration
Online Service Integration — Value
Drives customers into Service department
Increases Service appointment sales hours 24 x 7
Frees Service Manager’s time to improve service
quality
Real-time integration with ERA 3
30. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Coming This Year…Service Integration
Core Areas of Functionality:
Schedule a service appointment from available dates and
times
Provide customers with immediate appointment
confirmation
Receive consumer specified service and repairs needed
Frees Service Manager’s time to improve service quality
Coming in 2003:
Check status of open repair order
Pay for service bill online prior to picking up vehicle
View vehicle service history information online
31. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Technology Enhancements
…to keep that competitive edge!
Next Generation Automotive Web Site:
Provides even more control and flexibility for the
dealer
Industry leading reliability
Enhanced response time
Enhanced ease of use for dealerships who don’t
have technically savvy web experts
32. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Technology Enhancements
…to keep that competitive edge!
Vehicle Search Engine:
Choose from a gallery of designs for the search user
interface
Even more consumer sizzle throughout entire web site
33. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Why new products & enhancements?
Separate the “tire kickers” from serious web shoppers
with Live Chat
Help sales staff handle growing volume of leads with
Intelligent Agents
Exciting technology enhancements will provide increased
dealer control and flexibility and overall user-friendliness
AutoCart’s shopping cart technology will drive accessory
sales
And additional new fixed operations profit opportunities
for dealers
34. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Competitive Differentiators
STRENGTHS WEAKNESSES
COBALT • Leads market in number of web
sites
• Holds several exclusive car
company relationships
• Offers low end lead mgt tool
• Costly maintain multiple web sites
for car company branding
• Lack of information
• Lack of integration
• Lack of vehicle data
THIRD COAST
MEDIA
• High-end graphics and web design
• Clean, consistent navigation
• Automatic field population of
vehicle information
• Non-industry focused
• Lacks a used vehicle search
engine
• Problems with reliability
CAR COMPANY
WEB
PROGRAMS
• Better able to brand and strengthen
vehicle line-up
• Better able to provide clear
consistent messages to customers
• Lack of dealer buy-in
• Lack solutions for multi-franchise
dealers
‘MOM & POP’
ORGANIZATIONS
• Relatively inexpensive
• Local service and support /
personal business relationship
with dealer
• Lack of industry knowledge and
customer needs
• Lack of funds
• Lack of integration for dealer
inventory
35. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Break-Out Lab Activity
• Prepare and deliver a 30 second statement
for one of the following target accounts:
1. A Nissan dealer who decided not to participate in
the Automark Web Program.
2. A dealer whose son-in-law produces the
dealership web site for free.
3. A dealer who has recently cancelled a 3rd
Party
Buying Service
36. Traffic
Interactive
Web Site
WHEELWHEEL
Technology Assisted Selling (TAS)…Technology Assisted Selling (TAS)…
Process
Technology + Training = Results
Turn traffic into sales and demonstrate
proven value:
TIPS Wheel
Internet College and In-dealership Training
Toyota of Kirkland Case Study
People
“The greatest challenges impeding CRM success are cultural issues such as managing
employees who resist change, optimizing process and job roles, and defining business
requirements.” - The Alexander Group
Process
“Sixty percent of CRM programs fail because businesses make the common mistake
of investing in new software without changing the way they operate” -The Gartner
Group
Technology
“...if you throw new technology at bad process, you’ll end up with quicker, more
transparent bad process...” - Revolution Magazine
37. Traffic
Interactive
Web Site
Process
Sales
1000
(5%) 50
LEADSLEADS
(25%) 12.5(25%) 3
(80%) 2.5
CLOSESCLOSES
5%5%
Closing %Closing %
1. Market Strategy
2. Marketing Budget
3. Advertise Internal Customers (Meeting)
4. Advertise Customer Base
(Direct Mail,Telemarketing)
5. Advertise Market (URL Everywhere,
3rd
Party Buying Services: Kelley Blue
Book, Carpoint, CarsDirect)
6. Showroom Merchandising
4000
(10%) 400
1. Easy Navigation
2. Research
3. Find a Car (Inventory Updated)
4. Used Vehicle Photos Posted
5. Trade Evaluations
6. Financing
7. Test Drive
8. Contact Us
1. Lead Management Tool
2. Auto Responder
3. Personal Responses
4. E-Mail Templates
5. 2-Way Pagers
6. Telephone Contact
7. Live Chat & Intelligent
Solutions
(50%) 200(50%) 100
1. F&I Process
2. Pricing Process
3. Sales Process
4. Introduction
5. Welcome Board
(80%) 80
. Delivery Process
. Personal Web Page
. Introduce Service
. 1st
Service Appointment
. Loyalty Package
. Update on Promotions
. Online Service Integration
20%20%
Closing %Closing %
AppointmentsAppointmentsAppts. ShowAppts. Show
1. Confirmation Call
2. Confirmation E-Mail
WHEELWHEEL
39. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Technology Assisted SellingTechnology Assisted Selling
1. Internet College:
A. 2 Day Dealer / General Manager College
B. 5 Day Internet Manager College
High impact courses
Best practices
Case studies
…and more!
2. In-Dealership Training:
Consultants with 5+ years of automotive retail experience
Strategy workshops
Continuous improvement workshops
Hands-on training
Custom action plans
Results!
40. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Why TAS?Why TAS?
Proven Value:
Dealers that integrate Reynolds’ proven
Internet sales strategies with their Web sites:
Typically increase leads by 50% – 500%
compared to their previous solution
Experience an average increase of 38% in
vehicle sales generated by Internet leads
95% of Automark dealers renew
41. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
TIPS Case StudyTIPS Case Study
Toyota of Kirkland: Kirkland, WA
Was: Cobalt (September 2001)
Now: Automark (October 2001)
RTS Catalyst: 17 days (5+12)
December 2001: Internet Sales = 18
August 2002: Internet Sales = 70 (from all lead sources)
August 2002: Total Volume = 275
Owner: Michael O’Brien
IMD: Mark Burshears
Significant improvement in results
after 9 months of TAS consulting services
42. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Traffic
Interactive
Web Site
Process
Sales
1500
(1.7%) 25
LEADSLEADS
(40%) 10(70%) 7
(71%) 5
CLOSESCLOSES
20%20%
Closing %Closing %
2500
(4%) 100
(45%) 45(89%) 40
(75%) 30
30%30%
Closing %Closing %
Appointments ScheduledAppointments ScheduledAppointment ShowsAppointment Shows
After 9 months of
Automark & TAS
43. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
TIPS Case Study: Toyota of Kirkland
Phase 1:
5 days of Strategy & Process Workshops
Management team at offsite WTDA sponsored location
Learn how to use your Automark site to create a higher
submission rate from increased visitors to site
Emphasis on developing an understanding of Automark
site capabilities that enhance dealership processes
44. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Traffic
Interactive
Web Site
Process
Sales
1500
(1.7%) 25
LEADSLEADS
(40%) 10(70%) 7
(71%) 5
CLOSESCLOSES
20%20%
Closing %Closing %
Traffic
1. Market Strategy
2. Marketing Budget
3. Advertise Internal Customers (Meeting)
4. Advertise Customer Base
(Direct Mail,Telemarketing)
5. Advertise Market (URL Everywhere)
6. Showroom Merchandising
7. Direct 3rd
Party Leads to Automark Website
8. Search Engine Strategy Development
1800
Appointments ScheduledAppointments ScheduledAppointment ShowsAppointment Shows
Phase 1
Phase 1
45. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
TIPS Case Study: Toyota of Kirkland
Phase 2:
4 Days of TAS In-dealership training and consulting
Focused on maximizing Automark site interactivity,
content & forms customization
46. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
TIPS Case Study: Phase 2
Improve interactivity
1. Easy navigation – Launched Automark site
2. Research – Toyota Technology framed into Automark site
3. Find a Car (Inventory Updated from DMS)
4. Used Vehicle photos & prices posted
5. Trade Evaluations (KBB)
6. Financing (Toyota Technology framed-in)
7. Weekly TDA ads uploaded (new specials)
47. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
TIPS Case Study: Phase 2
Improve interactivity…continued
8. Site forms customized for higher submission
9. Site text customized for search engines
10.Pop-up window customization
11.Automark site with added custom sections
12.Fleet & Internet section added to site
13.Multiple registered URL’s directed to site
14.Search Engine strategy implemented
48. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Traffic
Interactive
Web Site
Process
Sales
1500
(1.7%) 25
LEADSLEADS
(40%) 10(70%) 7
(71%) 5
CLOSESCLOSES
20%20%
Closing %Closing %
2500
(4%) 100
Appointments ScheduledAppointments ScheduledAppointment ShowsAppointment Shows
(40%) 40(70%) 28
(71%) 20
Phase 2 Results
Phase 2
49. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Phase 3:
4 days in-dealership consulting
Focused on Process Development & Task Execution
How to respond to leads submitted to site
1. Lead Management Tool – process training
2. Auto responder with links to Automark features
3. Personal responses with links to info / site features and
specific Automark functions
4. E-Mail templates – improved verbiage
5. 2-Way Pagers
6. Telephone contact using phone script training
7. Recruited, Hired & Trained two Internet Sales Managers
TIPS Case Study: Toyota of Kirkland
50. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Traffic
Interactive
Web Site
Process
Sales
1500
(1.7%) 25
LEADSLEADS
(40%) 10(70%) 7
(71%) 5
CLOSESCLOSES
2500
(4%) 100
(45%) 45(70%) 32
(71%) 23
23%23%
Closing %Closing %
AppointmentsAppointmentsAppointment ShowsAppointment Shows
Phase 3 Results
Phase 3
51. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Phase 4:
2 Days of TAS in-dealership consulting and training
Focused on overcoming challenges to process execution
Converting leads to appointments that show up
1. Confirmation call
2. Confirmation email template:
• Map to dealership
• Link to Automark “Door-to-Door” directions function
• Custom directions copied & pasted into email
• Links to Automark web features & forms:
• streamlined buying process – less time at dealer
• View inventory quoted in lead response
TIPS Case Study: Toyota of Kirkland
52. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Traffic
Interactive
Web Site
Process
Sales
1500
(1.7%) 25
LEADSLEADS
(40%) 10(70%) 7
(71%) 5
CLOSESCLOSES
2500
(4%) 100
(45%) 45(89%) 40
(71%) 28
28%28%
Closing %Closing %
Appointments ScheduledAppointments ScheduledAppointment ShowsAppointment Shows
Phase 4
Phase 4 Results
53. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
TIPS Case Study: Toyota of Kirkland
Phase 5: How to interact with customers that
arrive at the dealership for their appointment
1. Agenda review upon arrival – streamlined buying process
2. Vehicles pre-selected & ready to drive
3. Internet Sales Manager introduces Sales Specialist
4. SS works deal – T/O to ISM if no close
5. “After Best Deal” coupon (from Automark site pop-up)
6. 1st
Service Appointment scheduled using Automark web site
7. Updates on promotions, incentives & special events
announced via Automark web site “Custom Pages”
8. F&I process – online menu of Financial & Aftermarket Products
9. Pricing process – weekly markup % grid by model line
10. Welcome Board – appointments
54. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Traffic
Interactive
Web Site
Process
Sales
1500
(1%) 25
LEADSLEADS
(40%) 10(70%) 7
(71%) 5
CLOSESCLOSES
2500
(4%) 100
(45%) 45(89%) 40
(75%) 30
30%30%
Closing %Closing %
Appointments ScheduledAppointments ScheduledAppointment ShowsAppointment Shows
Phase 5 Results
55. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Break-out Lab Activity
• For your next scheduled account review,
explain in 3 minutes how you will integrate
the TIPS process in the assessment of
your customer’s online retailing strategy.
56. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Summary: Why Automark?
Industry-Leading Solutions:
Brand ProtectTM
Technology:
“Smart” filter-like technology
Dealers can satisfy car company web initiatives with one web
solution
Content Enriched:
Web sites provide customers with information needed to make
an informed decision
One-stop shop for serious car buyers
Integration:
Real-time integration with ERA 3
Offers integration with all major Dealer Management Systems
Vehicle Information and Photos:
Powerful Data Extraction Engine explodes VIN to capture
explicit vehicle data prior to placing vehicle on dealer’s site
57. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Summary: Why Automark?
Industry-Leading Solutions:
Industry Focus:
Provides services to over 2500 customers
Energy, resources and web solutions solely devoted to the
automotive retail industry
Search Engines:
Industry-leading, customizable search engines
Does not allow customers to search themselves out of a
vehicle
Customized Consulting:
Customized consulting to built around the dealer’s unique
situation
Dealers select which areas they want to focus on
Service & Support:
World-class customer service and support available 24 x 7
Dedicated teams for each dealer
New West coast team
58. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Sales Goals
Automark Web Services
1300 New Stores – Direct Sales
40% with training and consulting
50% with one or more of the 3rd
party
buying services
Upgrade to Next Generation – Channel Sales
Up-sell existing Automark customers
3rd
party buying services
New online retailing capabilities
59. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
3500 in 2003!
0
500
1000
1500
2000
2500
3000
FY '01 FY '02 FY '03
AWS
Sales Goals
60. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Web Brand Management: Wrap-Up
Lab Summary:
1. TIPS: Use in approach calls and account reviews
2. Focus selling efforts on four endorsed franchises, multi-point
and ERA customer base
3. Dealers experience a 50% - 500% increase in leads when
technology is combined with process
4. 95% renewal rate proves Automark value to dealers
61. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Web Brand Management: Wrap-Up
Key Points:
1. Only Reynolds sells four of the industry leading 3rd
Party Buying
Services
2. Automark’s interactive web sites deliver what consumers want
3. Automark’s interactive web sites solicit qualified leads to
dealership
4. New solutions to up-sell dealers and win against competition
5. Focus selling efforts on four endorsed franchises, multi-point
and ERA customer base
6. Jump-start FY ’03 with 1300 stores
40% with training and consulting
50% with buying services
62. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Automark Sales Toolkit
Utilize the Automark Sales Toolkit to jump
start FY ’03 sales
Automark Web Services Approach Presentation
Dealer Website Analysis Checklist
Proposal Builder / ROI Tool
Competitive Analysis / Automark Advantage
New TIPS value packages
Automark Demo Site
63. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Automark Demo Site
AUTOMARK DEMONSTRATION WEB SITE:
www.automarkdemo.com
User ID: demouser
Password: jordan
Domain: amarkcom
64. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
Web Brand Management:
“Taking it to the street…”
Linking Points to Three Selling Positions Lab
Go Right Fast:
Get the best in class integrated CRM solution from Reynolds
Automark + Contact Management + Training and Consulting
Immediate and personal response to web leads is essential
Help dealers drive F&I, fixed operations profits, and CSI with
Automark consumer solutions
Leverage Your Investment:
Automark works with ERA 2, ERA 3 and all other DMS providers
Upgrade to ERA 3 and get real-time vehicle inventory
You Can Count on Reynolds:
Automark will pull vehicle inventory from LSE
Linking Points to Solutions Fair — Stop by Automark booth:
3rd
Party Buying Services – An unmatched opportunity for advertising
Automark 101 – An introduction to AWS
Advanced Automark – New products, enhancements & capabilities
65. Highly Confidential. Not to be copied or distributed.
The Reynolds and Reynolds Company®
IN-BOUND OUT-BOUND
PHONE • MAIL • eMAIL
100%
Dealerships forego revenue and miss
opportunities due to several in-bound
and out-bound leaks…
Internet Buying Services
Showroom Web Station
Kelley Blue Book
Carpoint
Yahoo! Autos (coming soon)
Call Tracking
Interactive Web sites
Live Chat and
Intelligent Agents
Integrated email
Shopping Cart Technology
Online consumer credit
Card billing
Online Service Integration
Automark:
Linking Points to 7 CRM Profit Leaks
Editor's Notes
A few facts about Automark include:
41 of the top 100 dealer groups
Thanks to your great efforts this past year, we have added 836 new stores
Automark has recognized double digit growth in 2001 through 2002
Automark has been awarded with 4 car company endorsements including:
- Nissan / Infiniti – this web program still offers countless selling opportunities
- MINI – the MINI deal provides a new avenue to approach BMW dealers
- Mitsubishi – Automark has just announced our “Approved Vendor” status with the Mitsubishi program and you all should have received your program information in the mail
- Honda – Automark has been awarded the Approved Vendor status for Honda, as well, and we will be rolling out this program in December
Automark’s 95% renewal rate proves our value to customers. Recent renewals include Asbury and Sonic
And since only X% of ERA customers have an Automark web site, there is untapped selling potential within Reynolds’ existing customer base.
Here you will find a few statistics about the market and the selling opportunity out there.
Again – Automark’s market potential exceeds $200 million for 3rd Party Buying Services and is approximately $272 million for web sites.
For those who are unfamiliar with Automark, Automark Web Services combines products and services to provide an integrated web-based sales strategy taking car companies and retailers to the next generation or level of online consumer retailing.
As you have learned, Automark clients include 41 of the top-100 dealer groups. This includes the Southeast Toyota dealer organization.
Here is a quote from Elton Pride at SET.
[George] The TIPS methodology will be used today to demonstrate and talk about Automark’s products and services during the break-out lab. Your goal is to use this process during the approach and business analysis of your dealer’s online retailing strategy.
[George] Michael Israel, Product Manager for 3rd Party Buying Services will talk about the first segment of the wheel.
Michael will review explain this slide.
Emphasize the number of unique consumers that each 3rd Party Buying Service reaches.
Stress the reason/rationale for buying all 4 services.
Emphasize the benefits of phone lead tracking
Review the 2:1 ration: There are twice as many phone leads as email leads.
Summary slide / TIPS ‘Traffic’ section in review
Michael to introduce/transition to Elizabeth & Carolyn.
Elizabeth will discuss this slide.
Emphasize taking the dealer’s current web site to the next level with Automark
Each of the features discussed next differentiate AWS from our competition.
Emphasize key benefits:
- Once a customer comes to your web site, you don’t want to risk losing them by linking to other sites to find the critical information they need to make the purchase decision from your dealership
SWS helps you keep those showroom prospects
Dealers spend the money to get them into the store, now they want to keep them there
Customers aren’t tempted to go elsewhere because they can’t find a vehicle on your lot
SWS provides up-to-date inventory information for all the dealer’s locations
With these sets of information, along with others, dealers can decrease advertising costs and increase sales.
Summary slide / TIPS ‘Interactive Web Site’ section in review
A few points to consider when a dealer says ‘Why Automark’?
Each of these are differentiators that you can see today.
Elizabeth & Carolyn to continue with the next series of features that will take dealers to the next generation of online retailing
Emphasize key differences
Use the two examples
Drive customers into Service department by expanding the sales channel to include those consumers who prefer to shop online
Increase service appointment sales hours around the clock
Free Service Manager’s time to improve service quality rather than confirming appointments
Real-time integration for ERA 3 dealers
Upgrades to Dealer Content Management System (DCMS)
Additional Pitstop enhancements
Current enhancements to vehicle search engine and vehicle display interfaces / “look and feel”
Summary slide / TIPS ‘Interactive Web Site’ section in review
Elizabeth and Carolyn to discuss competition.
First break-out activity will take place after this slide: Prepare and deliver a 30 second opening statement for a specific target account.
Transition to Ralph after this activity
Elizabeth & Carolyn to transition to Ralph Paglia.
Summary slide / TIPS ‘Process’ section in review
Toyota of Kirkland Case Study: December 2001 through May 2002
Automark’s Overall Summary:
Each of the following Automark strengths and industry-leading solutions differentiate us in the marketplace.
Ralph to transition to George or Jill.
Thanks to your great selling efforts last year, Automark has added 836 new stores and reached our $25 million goal!
At our sales conference next year, we want to be here thanking you again for another great year helping us to get to 3500 in 2003!
As we wrap-up this web brand management session, here is a quick summary of the lab.
The following are the key points you should take away from this lab.
George or Jill transition to Lisa McEldowney to discuss the Sales Toolkit CD and Automark Demo Web Site.
A few messages that will link our break-out session to the others you have attended or will attend:
Go Right Fast
Leverage Your Investment
You Can Count on Reynolds
And don’t forget to stop by the Automark booth at the Solutions Fair