This document outlines various commitments for enhancing customer relationship management (CRM) and contact management (CM) software for dealerships in fiscal years 2005 and 2006. Enhancements include improved custom reporting, drill down capabilities in reports, meeting manufacturer requirements, expanding lead management and reporting for large dealerships, piloting custom forms, call accounting, and improving usability. Additional modules will be added for service CRM, an integrated voice over IP solution, and a French Canadian interface. Similar commitments are made for enhancing dealership software (LSI and Desking) to support initiatives from manufacturers like Ford.

1. CRM FY 05/06 – Contact Management commitments
AREA ENHANCEMENT CUSTOMER FOCUS
CM 3.1 – Q4 FY2005
Reporting - Custom
Ability to produce custom reports on data I n CM. Meet requests for dealer
specific view of data
CM 3.1 – Q4 FY2005
Reporting – Drill Down
Ability to see more detailed data via one click on most
popular dashboard reports
Meet global dealer request
CM 3.1 – Q4 FY2005
OEM Mandates
Meet the requirements to become IStar Certified Meet BMW requirements for
dealership CRM
CM 3.1 – Q4 FY2005
Enterprise Requirements
Enhancements to Lead Management and reporting to cover
large SET conversion
Required to move all
dealerships
CM Q3 FY2005
Custom Forms Pilot
Provide a service to create custom forms requested by
dealerships
Meet global dealer request
CM Q3 FY2005
Outsourced BDC
Align with recommended service partners to deliver
outsourced calling services
Increase dealership
effectiveness
CM 3.2 – Q1 FY2006
Call Accounting
Capture inbound and outbound call data to verify
scheduled calls were made
Meet global dealer request
CM 3.2 – Q1 FY2006
Desklog Enhancements
Update the Desklog to improve the usability and provide “at
a glance” overview of activities
Meet global dealer request
CM 3.2 – Q! FY2006
DMS Neutral
Expand the balance of CM to be DMS agnostic Expands functionality to non
Reynolds stores
CM 3.2 – Q1 FY2006
Reporting Phase 2
Enhanced reporting capabilities building on the 3.1
functionality
Provide superior reporting
capabilities

2. AREA ENHANCEMENT CUSTOMER FOCUS
CM – Service CRM Build out module to enable the Service area of the
dealership to drive improved RIO through CRM
Opportunity to further
enhance dealership
operations & ROI
CM – Integrated VoIP Enable the integration points to the VoIP solution Integrate with Telephony
solution
CM – French Canadian
Interface
Enable CM in French for Canadian market Meet OEM and market
request for this
enhancement
CM – Customer
Enhancements
Placeholder to meet most requested customer
enhancements
Improve usability and
enhances dealership
operations
CM – Enterprise
Enhancements
Placeholder for Enterprise accounts Enterprise conversion will
require custom work
CRM FY 05/06 – Contact Management features under
consideration not yet scheduled

3. CRM FY05 – LSI Commitments
AREA ENHANCEMENT CUSTOMER FOCUS
LSI – Q3 FY2005
Service CRM
Add a Service CRM module to LSI Enables Ford Service
Initiatives at the
dealerships
LSI – Q3 FY2005
Virtual BDC
Drive an outsourced service for dealerships that will
make calls, provide letters etc.
Enables Ford BDC
Initiatives at the
dealerships
LSI – Q3 FY2005
Updated Website
Improve LSIDEMO.com to include all of the recent
enhancements and modules
Allows Ford dealers
simple means to view
complete offerings
LSI – Q4 FY2005
Inventory with Compare
Add value to the Comparison Center module Enables Ford RCL
Initiatives at the
dealerships

4. AREA ENHANCEMENT CUSTOMER FOCUS
Desking 3.0.1 - Q3 FY2005
Rates Entry Tool
Provide a tool for dealerships to enter their own rates
if they choose to
Requested by dealers
after the change to
Desking Rates &
Residuals
Desking 3.1 - Q4 FY2005
Menu’s Enhancements
Meet 13 specific feature requests that enhances
Menu’s for all dealers – allows for deal recap, default
settings, and other improvements
Required to deploy to
Hendricks organization –
will benefit all dealers
Desking 3.1 - Q4 FY2005
Reporting Enhancements
Capability to report on total, average, and
penetration rates – for grosses and item sales
Meets global dealer
requests
Desking 3.1 - Q4 FY2005
Deal Tags
Provides sales manager way to tag deal as Hot,
Warm or Cold and report accordingly
Allows for prioritization to
work best deals first
Desking 3.1 - Q4 FY2005
Slide Show Feature
Ability to launch presentation of menu items in a slide
show format for F&I to review with customers
Allows for sales
presentation on menu
items
CRM FY 05/06 – Desking/Menu’s Commitments