Crm seminar cm v2c

Customer ManagementCustomer Management
ProcessesProcessesSupported BySupported By
CONTACT MANAGEMENTCONTACT MANAGEMENT
Application TechnologyApplication Technology
Results Focused CRM Workshop:Results Focused CRM Workshop:
ATTRACT
INTERACT
RESPOND
SELL
SERVICE
RETAIN
Professional Development Programs for Dealers and their Management teams designed to buildProfessional Development Programs for Dealers and their Management teams designed to build
the understanding, knowledge, skill sets and expertise required for success in today’s eBusinessthe understanding, knowledge, skill sets and expertise required for success in today’s eBusiness
dealership environment. Designed and facilitated by Reynolds Consulting Services todealership environment. Designed and facilitated by Reynolds Consulting Services to
supplement and leverage Reynolds Customer Management application deployments, andsupplement and leverage Reynolds Customer Management application deployments, and
provide dealers with process improvement solutions proven to increase sales and profits.provide dealers with process improvement solutions proven to increase sales and profits.
Day 1 - AM

A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © 2005. The Reynolds and Reynolds Company
Customer Relationship Management (CRM)Customer Relationship Management (CRM)
Process Improvement and Implementation Powered byProcess Improvement and Implementation Powered by
People, Process and Reynolds Contact ManagementPeople, Process and Reynolds Contact Management
Contact ManagementContact Management
2 Day CRM Workshop2 Day CRM Workshop

© 2005. Reynolds Consulting Services - All Rights Reserved
CRM ProcessCRM Process
Improvement +Improvement +
ImplementationImplementation
Thursday, August 3, 2017
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N
Contact Management Implementation
Profit Opportunity Management UsingProfit Opportunity Management Using
Reynolds Contact ManagementReynolds Contact Management
MISSION:MISSION: To supply dealers with the knowledge andTo supply dealers with the knowledge and
understanding of specific tasks and skill sets needed tounderstanding of specific tasks and skill sets needed to
improve their implementation success with Reynoldsimprove their implementation success with Reynolds
Contact Management by using a combination of People,Contact Management by using a combination of People,
Processes and Technology to generate targetedProcesses and Technology to generate targeted
customer contacts that result in more sales and servicecustomer contacts that result in more sales and service
business, while improving customer retentionbusiness, while improving customer retention

• Please Silence Your Mobile Phones
• Breaks Are limited to 15 Minutes,
and Lunch is 45 Minutes
• Please Return To The Class Promptly
at the End of Each Break or Lunch
• If You Return from a Break Late, You Must Read
the next section out loud (real loud!) to the class…
• Locations of Restrooms and Break Area
For Everyone’s Benefit…For Everyone’s Benefit…

““Customer Management using Contact Management”Customer Management using Contact Management”
Approach & Content based on 2 Key Resources:
1. The “Best Practices” that have been documented and
gathered from dealer implementations that have
resulted in sales and profit improvements and are
Reynolds Contact Management reference accounts
2. Reynolds Consultants working together with the
software developers that have created the Contact
Management software application, and who continue to
develop improvements and new feature set releases on
a continuous improvement basis
Contact Management Implementation

• Customer Management Points of OpportunityCustomer Management Points of Opportunity
• CRM Integration – Why it changes process optimizationCRM Integration – Why it changes process optimization
• Customer Management: Strategy-Process-TechnologyCustomer Management: Strategy-Process-Technology
• Process MappingProcess Mapping
• Introduction to Contact Management ApplicationIntroduction to Contact Management Application
• Contact ManagementContact Management Test DriveTest Drive
• Clients and Prospects in Contact Management:Clients and Prospects in Contact Management:
• What is a Client versus a Prospect?What is a Client versus a Prospect?
• Looking up previous customersLooking up previous customers
• Entering opportunities with new customersEntering opportunities with new customers
• Entering new opportunities with previous customersEntering new opportunities with previous customers
• Creating and using Client CollectionsCreating and using Client Collections
• Pushing Prospects from CM into ERA’s F&I applicationPushing Prospects from CM into ERA’s F&I application
•Using the CM worksheet to get an ERA deal numberUsing the CM worksheet to get an ERA deal number
•Using the Quick Add Client to get an ERA deal numberUsing the Quick Add Client to get an ERA deal number
Day 1 Workshop Agenda:Day 1 Workshop Agenda:

• Schedules:Schedules:
•Schedules defined by the Events that trigger themSchedules defined by the Events that trigger them
•The “Master Schedule” conceptThe “Master Schedule” concept
•Multiple Processes built within each ScheduleMultiple Processes built within each Schedule
•Activities within each ProcessActivities within each Process
•Results of completing each Activity within a ProcessResults of completing each Activity within a Process
•How today’s Activity Results determine tomorrow’s Daily Work PlanHow today’s Activity Results determine tomorrow’s Daily Work Plan
•Psychiatric Counseling for those who “Get Into” Schedule designPsychiatric Counseling for those who “Get Into” Schedule design
• Completing Daily Activities: selecting the right resultsCompleting Daily Activities: selecting the right results
• Reports and Sales ManagementReports and Sales Management
• Business Management and User account SetupsBusiness Management and User account Setups
• Vehicle ManagementVehicle Management
• User Accounts and User Type SetupsUser Accounts and User Type Setups
Before we finish, you will have redefined your management strategyBefore we finish, you will have redefined your management strategy
for optimizing your dealership’s utilization of Contact Management.for optimizing your dealership’s utilization of Contact Management.
Before we finish, you will have redefined your management strategyBefore we finish, you will have redefined your management strategy
for optimizing your dealership’s utilization of Contact Management.for optimizing your dealership’s utilization of Contact Management.
Day 2 Workshop Agenda:Day 2 Workshop Agenda:

What is one concept/information/know-how/insight that you wanted to get out of this workshop?
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YOUR Agenda: What’s on your list?

CRM: (CRM: (ssēē-ăr-ēē-ăr-
ĕĕmm))
Customer Relationship Management (CRM).Customer Relationship Management (CRM).
Those aspects of a business strategy whichThose aspects of a business strategy which
relate to techniques and methods forrelate to techniques and methods for
attracting and retaining customers.attracting and retaining customers.¹¹
Reynolds Consulting Services can assist an enterprise to define whatReynolds Consulting Services can assist an enterprise to define what
their CRM strategy should be, along with selecting the most effectivetheir CRM strategy should be, along with selecting the most effective
techniques and methods that have been proven successful…techniques and methods that have been proven successful…
¹¹ InvestorsWorld Financial Glossary
Definitions… What is CRM?Definitions… What is CRM?

ĕĕmm))CRM includes everything used to attract and retain customers,CRM includes everything used to attract and retain customers,
prospects, business partners, and other constituents.prospects, business partners, and other constituents.
This broad definition includes Contact Management (CM),This broad definition includes Contact Management (CM),
Sales Force Automation (SFA), Opportunity Management,Sales Force Automation (SFA), Opportunity Management,
Relationship Management, Marketing Automation, CompanyRelationship Management, Marketing Automation, Company
Websites, and Customer Call Center Systems.Websites, and Customer Call Center Systems.
Essentially, any and all technologies, processes and proceduresEssentially, any and all technologies, processes and procedures
that facilitate or support the Sales, Marketing and Customerthat facilitate or support the Sales, Marketing and Customer
Retention functions can be identified with CRM.Retention functions can be identified with CRM.³³
³³ Sweeney Group, Inc.
Reynolds Consulting Services provides dealers with the focus that turns CRMReynolds Consulting Services provides dealers with the focus that turns CRM
technology confusion into daily activities that result in sales and profits…technology confusion into daily activities that result in sales and profits…

ĕĕmm))Customer Relationship Management (CRM) is an organization’sCustomer Relationship Management (CRM) is an organization’s
strategy and tactics for finding, getting, and retaining customers.strategy and tactics for finding, getting, and retaining customers.
CRM is at the core of any customer-focused business strategy andCRM is at the core of any customer-focused business strategy and
includes answering the people, processes, and technology questionsincludes answering the people, processes, and technology questions
associated with marketing, sales, and service. In today's hyper-associated with marketing, sales, and service. In today's hyper-
competitive world, organizations looking to implement successfulcompetitive world, organizations looking to implement successful
CRM strategies need to focus on a common view of the customerCRM strategies need to focus on a common view of the customer
using integrated information systems and contact centerusing integrated information systems and contact center
implementations that allow the customer to communicate via anyimplementations that allow the customer to communicate via any
desired communication channel. Lastly, CRM is a core element indesired communication channel. Lastly, CRM is a core element in
any customer-centric eBusiness strategy.any customer-centric eBusiness strategy.²²
² RealMarket.com is a widely respected source of information concerning technologies,
strategies, and trends for Customer Relationship Management (CRM)

CRM: (sCRM: (sēē-ăr-ēē-ăr-
ĕĕm)m)
Reynolds Consulting Services specializes in collaborating with automotiveReynolds Consulting Services specializes in collaborating with automotive
enterprises to define their CRM strategy and tactical planning…enterprises to define their CRM strategy and tactical planning…
AUTOMOTIVE EXECS STUMBLE OVER CRM DEFINITION
by Cara B. DiPasquale
CHICAGO (AdAge.com) -- A recent survey reveals
the automotive world's continued obsession with CRM
despite its inability to clearly define it. Though
customer relationship management remains top-of-
mind for automotive professionals, they can't seem to
agree on what it is...
Source:

Reynolds Delivers CRM Solution “Bundles”Reynolds Delivers CRM Solution “Bundles”
 Solution capabilities delivered based on specific dealer needsSolution capabilities delivered based on specific dealer needs
 Balanced approach:Balanced approach: Process – People – TechnologyProcess – People – Technology
Integration is EssentialIntegration is Essential
 Single technology infrastructureSingle technology infrastructure drives value into the dealershipdrives value into the dealership
while minimizing hidden costswhile minimizing hidden costs
 Single providerSingle provider ensures consistency of training, support, and follow-ensures consistency of training, support, and follow-
up with dealersup with dealers
 Complete and Seamless Data FlowComplete and Seamless Data Flow to and from Customerto and from Customer
Management Application into ERA’s F&I section, Single Name File,Management Application into ERA’s F&I section, Single Name File,
Repair Orders and other DMS functions ensures efficiencyRepair Orders and other DMS functions ensures efficiency
Solution “Recipe” ApproachSolution “Recipe” Approach
Reynolds Customer Management:Reynolds Customer Management:

PeoplePeople
ProcessProcessTechnologyTechnology
Powerful CRM applicationPowerful CRM application
& templates, people handling every& templates, people handling every
lead differently resulting inlead differently resulting in
low total saleslow total sales
Underutilized CRM technologyUnderutilized CRM technology
in place to support defined processesin place to support defined processes
that are not being executed resultingthat are not being executed resulting
in low sales close ratesin low sales close rates
People working excessivePeople working excessive
hours completing tasks and sellinghours completing tasks and selling
a few cars, but leaving customersa few cars, but leaving customers
and $ on the tableand $ on the table
Resource Balance = CRM Success

People
ProcessTechnology
Peak
Optimized
Results
Peak
Optimized
Results
Resource Balance = CRM Success

CRM Points of Profit OpportunityCRM Points of Profit Opportunity

Service CRMService CRM
Profit OpportunitiesProfit Opportunities
Walk-In
Phone
InboundInbound
OutboundOutbound
New&UsedNew&Used
VehicleSalesVehicleSales
Service Drive Walk-Ins
Service Phone Inquiries
Service Internet Leads
Service Drive Walk-Ins
Service Phone Inquiries
Service Internet Leads
Service Drive Traffic
Without Appointment
Inbound Phone
- Service Inquiries
Internet Leads
- Service Inquiries
Service Drive Traffic
Without Appointment
Inbound Phone
- Service Inquiries
Internet Leads
- Service Inquiries
Unsold Additional Needed
Repairs (ANR) Process*
Maintenance (ANM) Process*
Unsold Extended Service
Contract (ESC) Process*
Unsold Body Shop Estimates
Customer Followup*
Repairs (ANR) Process*
Maintenance (ANM) Process*
Unsold Extended Service
Contract (ESC) Process*
Unsold Body Shop Estimates
Customer Followup*
Completed Service RO
Follow-Up & Reminders
Special Order Parts (SOP)
Customer Contacts
Recall & Campaign
Customer Contacts
Lost Service Customer
Recovery Process
Service Marketing &
Prospecting Contacts
New Vehicle Sales
to Service Transition
Used Vehicle Sales
Completed Service RO
Follow-Up & Reminders
Special Order Parts (SOP)
Customer Contacts
Recall & Campaign
Customer Contacts
Lost Service Customer
Recovery Process
Service Marketing &
Prospecting Contacts
New Vehicle Sales
Used Vehicle Sales
Internet

Internet Name File
Telephony Name File
Showroom Name File
ERA Name File
Internet
Phone
Showroom
Service
Unsold
Follow-up
Sold
Follow-up
Prospecting
Service
100%
of Dealer
Opportunities
INBOUND
Opportunities
OUTBOUND
Opportunities
SHOP OWN
BUY
D E A L E R S H I PD E A L E R S H I P
CAPTURE CRM CONTROL?CRM CONTROL? CONVERT
The CRM Integration ImperativeThe CRM Integration Imperative

ShowroomShowroomShowroomShowroom PhonePhonePhonePhone InternetInternetInternetInternet ServiceServiceServiceService Unsold Follow-upUnsold Follow-upUnsold Follow-upUnsold Follow-up Sold Follow-upSold Follow-upSold Follow-upSold Follow-up ProspectingProspectingProspectingProspecting
I N B O U N DI N B O U N D O U T B O U N DO U T B O U N D
T H E 8 P O I N T S O F C R M P R O F I T O P P O R T U N I T Y
ContactContact
ManagementManagement
ReynoldsReynolds
ERAERA
ShowroomShowroom
PhonePhone
InternetInternet
ServiceService
(Incoming)(Incoming)
UnsoldUnsold
Follow-upFollow-up
SoldSold
Follow-upFollow-up
ProspectingProspecting
(conquest)(conquest)
ServiceService
(Outgoing)(Outgoing)
Defined Strategy,
Processes & Technology for
100% of Dealer CM Opportunities
INBOUNDINBOUND
OpportunitiesOpportunities
OUTBOUNDOUTBOUND
SHOP OWN
BUY
Customer and Transaction DataCustomer and Transaction Data
Exchanged Bi-directionallyExchanged Bi-directionally
CAPTURE CONTROL CONVERT
The CRM Integration ImperativeThe CRM Integration Imperative

ContactContact
ReynoldsReynolds
ERAERA
ShowroomShowroom
PhonePhone
InternetInternet
ServiceService
UnsoldUnsold
Follow-upFollow-up
SoldSold
Follow-upFollow-up
ServiceService
Defined Strategy,
SHOP OWN
BUY
Dealership is Free from Re-Key:Dealership is Free from Re-Key: Phase 1 CRMPhase 1 CRM
INBOUNDINBOUND
OUTBOUNDOUTBOUND

ContactContact
ReynoldsReynolds
ERAERA
ShowroomShowroom
PhonePhone
InternetInternet
ServiceService
UnsoldUnsold
Follow-upFollow-up
SoldSold
Follow-upFollow-up
ServiceService
Defined Strategy,
SHOP OWN
BUY
DDealeealership is Free from Re-Key:rship is Free from Re-Key: Phase 2 CRMPhase 2 CRM
INBOUNDINBOUND
OUTBOUNDOUTBOUND

ContactContact
ReynoldsReynolds
ERAERA
ShowroomShowroom
PhonePhone
InternetInternet
ServiceService
UnsoldUnsold
Follow-upFollow-up
SoldSold
Follow-upFollow-up
ServiceService
Defined Strategy,
SHOP OWN
BUY
DDealeealership is Free from Re-Key:rship is Free from Re-Key: Phase 3 CRMPhase 3 CRM
INBOUNDINBOUND
OUTBOUNDOUTBOUND

Contact Management
Using CM, dealers
can implement
Processes
that drive
CRM profit results

Processes Drive Contact Management Features
ShowroomShowroomShowroomShowroom PhonePhonePhonePhone InternetInternetInternetInternet
SalesSales
OpportunityOpportunity
SalesSales
UnsoldUnsold
Follow-UpFollow-Up
UnsoldUnsold
Follow-UpFollow-Up SoldSoldSoldSold
Lost SalesLost Sales
Lost SalesLost Sales
Lost ServiceLost Service
Lost ServiceLost Service
ListsLists
ListsLists
ProspectingProspectingProspectingProspecting
Customer Inbound (Capture)Customer Inbound (Capture)Customer Inbound (Capture)Customer Inbound (Capture) Dealer OutboundDealer Outbound
(Convert)(Convert)
Dealer OutboundDealer Outbound
(Convert)(Convert)
(Control)(Control)
(Control)(Control)
CustomerCustomer
ReferralReferral
CustomerCustomer
ReferralReferral
CustomerCustomer
BaseBase
CustomerCustomer
BaseBase
SoldSold
Follow-UpFollow-Up
SoldSold
Follow-UpFollow-Up
Service Follow-UpService Follow-UpService Follow-UpService Follow-Up
ServiceService
ServiceService

Processes Drive CRM & Contact Management:
Unsold Follow-up
No Show
Show
Update Unsold
Activity Result
Sale
No Sale
Confirm
appointment
Update customer
welcome board
Sold
Follow-Up
Contact
Customer
Set
Appointment
No
Appointment
Continue Unsold
Follow-Up Activity
Evaluate
Status
Close
Account
-
Customer Relationship ManagementCustomer Relationship Management
-
Update Unsold
Activity Result
Continue Unsold
Follow Up Activity
Evaluate
Status
Close
Account
Sold
Follow Up
SaleShow
No SaleNo Show
Update customer
welcome board
Confirm
appointment
Update
Appointment Board
Set
Appointment
No
Appointment
Contact
Customer

Processes Drive CRM & Contact Management:
Inbound Phone
Update
Appointment Board
No Show
Show
Follow-
Sale
No Sale
Confirm
appointment
Update customer
welcome board
Sold
Follow-Up
-
-
Capture
Customer Data
Set
Appointment
No
Appointment
Unsold
Follow Up
Capture
Customer Data
Set
Appointment
SaleShow
Update customer
welcome board
No SaleNo Show
Confirm
appointment
Update
Appointment Board
No
Appointment
Sold
Follow Up

Current National Close Rate 18%Current National Close Rate 18%
Potential is 30%Potential is 30%
PainsPains Do you have a traffic control system? Measurement?Do you have a traffic control system? Measurement?
What % of prospects receive demo, write up, turned to F&I (close)…What % of prospects receive demo, write up, turned to F&I (close)…
What is the sales process? Who created it? Training? Hiring strategy?What is the sales process? Who created it? Training? Hiring strategy?
New hiring strategy? Showroom Internet access? Use net to sell cars?New hiring strategy? Showroom Internet access? Use net to sell cars?
Who talks to customers before they leave?Who talks to customers before they leave?
StrategicStrategic
GoalGoal
Deliver a consistently positive experience to all customers thatDeliver a consistently positive experience to all customers that
result in the highest possible closing ratio.result in the highest possible closing ratio.
TacticalTactical
ObjectivesObjectives
Collect and enter complete customer contact information intoCollect and enter complete customer contact information into
Contact Management.Contact Management.
ProcessProcess 1.1. Greet CustomerGreet Customer
2.2. Collect customer information including emailCollect customer information including email
3.3. Log information into Contact Management applicationLog information into Contact Management application
4.4. Generate ERA deal number from CM – required to work dealGenerate ERA deal number from CM – required to work deal
TechnologyTechnology • Allows dealers to cross reference each showroom prospect and viewAllows dealers to cross reference each showroom prospect and view
all previous customer contact historyall previous customer contact history
• Search Inventory – associate a vehicle with each customerSearch Inventory – associate a vehicle with each customer
• Integrates deals to ERA (create deal), reducing F&I backlog andIntegrates deals to ERA (create deal), reducing F&I backlog and
eliminating duplicate keystrokeeliminating duplicate keystroke
MetricsMetrics Daily CM Showroom Traffic Report by SalespersonDaily CM Showroom Traffic Report by Salesperson
Showroom ProcessShowroom Process

PainsPains Half a dealers traffic is from the phone … but no systemHalf a dealers traffic is from the phone … but no system
Do you track phone volume, appt %, show %, close %Do you track phone volume, appt %, show %, close %
What is your incoming phone lead strategy and process?What is your incoming phone lead strategy and process?
Do you have an appointment & appointment confirmation process?Do you have an appointment & appointment confirmation process?
What type of follow up is done with non-appointment and no shows?What type of follow up is done with non-appointment and no shows?
What type of accountability is there for phone leads?What type of accountability is there for phone leads?
What type of phone training have your people had?What type of phone training have your people had?
StrategicStrategic
GoalGoal
Deliver a consistently positive response to incoming sales and service calls,Deliver a consistently positive response to incoming sales and service calls,
designed to generate the highest rate of conversion to dealership visits.designed to generate the highest rate of conversion to dealership visits.
TacticalTactical
Use customized phone scripts & process that generates an appointmentUse customized phone scripts & process that generates an appointment
Collect and enter customer contact information into CMCollect and enter customer contact information into CM
ProcessProcess 1.1. Answer calls using scriptsAnswer calls using scripts
2.2. Schedule an appointmentSchedule an appointment
3.3. Enter Customer info and Receptionist routes calls to designated staffEnter Customer info and Receptionist routes calls to designated staff
4.4. Call routing into CM application for accountabilityCall routing into CM application for accountability
TechnologyTechnology Calls can be automatically entered into CM by 3Calls can be automatically entered into CM by 3rdrd
party call tracking vendors toparty call tracking vendors to
reduce keystroke entry and capture 100% of calls… CM allows dealers to crossreduce keystroke entry and capture 100% of calls… CM allows dealers to cross
reference each incoming caller and view all previous customer contact historyreference each incoming caller and view all previous customer contact history
CM integration with DMS reduces keystroke entry and allows sales people toCM integration with DMS reduces keystroke entry and allows sales people to
recognize phone customers when they arrive at storerecognize phone customers when they arrive at store
MetricsMetrics Customized Sales Call Reports identify source and call volume by staff to trackCustomized Sales Call Reports identify source and call volume by staff to track
appointments to calls received ratio.appointments to calls received ratio.
Phone ProcessPhone Process Current National Close Rate 6%Current National Close Rate 6%

PainsPains 20% of a dealer’s traffic is from the net… Does your strategy promote all20% of a dealer’s traffic is from the net… Does your strategy promote all
profit centers including fixed operations (parts and service)?profit centers including fixed operations (parts and service)?
What is your current marketing strategy? Lead providers?What is your current marketing strategy? Lead providers?
What is your submission ratio on your site? Who updates it? DedicatedWhat is your submission ratio on your site? Who updates it? Dedicated
people? Process? Pricing strategy? Do you monitor and measurepeople? Process? Pricing strategy? Do you monitor and measure
visitors, leads, response, appt%, show%, close%, avg profit, CSI, etc..visitors, leads, response, appt%, show%, close%, avg profit, CSI, etc..
What type of eBusiness training do your people receive?What type of eBusiness training do your people receive?
Strategic GoalStrategic Goal Convert Internet leads into appointments that result in showroom visitorsConvert Internet leads into appointments that result in showroom visitors
that test drive and buy a vehiclethat test drive and buy a vehicle
TacticalTactical
Use a consistent response process, customized email templatesUse a consistent response process, customized email templates
and phone scripts to get appointments to visit the dealershipand phone scripts to get appointments to visit the dealership
ProcessProcess 1.1. Respond to inquiry via email within 30 minutes using templatesRespond to inquiry via email within 30 minutes using templates
2.2. Send email with quotes on several vehicles, set stage for phone contactSend email with quotes on several vehicles, set stage for phone contact
3.3. Call customer on phone within 2 hoursCall customer on phone within 2 hours
4.4. Schedule appointmentSchedule appointment
5.5. Confirm Appointment via email AND phone callConfirm Appointment via email AND phone call
TechnologyTechnology • Internet leads from ALL sources routed into Contact Management thatInternet leads from ALL sources routed into Contact Management that
integrates with DMS, reducing keystroke entry of customer informationintegrates with DMS, reducing keystroke entry of customer information
• Wireless device that integrates with CMWireless device that integrates with CM
MetricsMetrics Lead volume by ISM with response time, appointment & closing ratiosLead volume by ISM with response time, appointment & closing ratios
Potential is 22%Potential is 22%Internet ProcessInternet Process

PainsPains 80-90% of prospects do not buy on their first visit80-90% of prospects do not buy on their first visit
What is your unsold prospect follow up strategy?What is your unsold prospect follow up strategy?
How do you capture, record and follow up with prospects?How do you capture, record and follow up with prospects?
Use prospect cards?Use prospect cards?
Gather email addresses? 2Gather email addresses? 2ndnd
phone numbers? 2phone numbers? 2ndnd
email address? Best time?email address? Best time?
Do you send letters? Emails? Multimedia emails?Do you send letters? Emails? Multimedia emails?
Do you provide follow up plans for sales personnel?Do you provide follow up plans for sales personnel?
Do you monitor and measure contacts, appts, show, sales?Do you monitor and measure contacts, appts, show, sales?
Training on follow up and customer questions & objections?Training on follow up and customer questions & objections?
Strategic GoalStrategic Goal Convert Unsold opportunities into showroom visitors that buyConvert Unsold opportunities into showroom visitors that buy
TacticalTactical
Utilize daily customer contact action plan scripts and templates to execute phone, mail andUtilize daily customer contact action plan scripts and templates to execute phone, mail and
email contact that is designed to prompt a visit to the dealership that results in a saleemail contact that is designed to prompt a visit to the dealership that results in a sale
ProcessProcess 1.1. CM automatically generates daily customer contact action planCM automatically generates daily customer contact action plan
2.2. Management conducts daily Save-a-Deal meetingManagement conducts daily Save-a-Deal meeting
3.3. Execute follow-up contact by phone, mail and emailExecute follow-up contact by phone, mail and email
4.4. Log results of activities into CMLog results of activities into CM
5.5. Schedule appointment with customer to visit dealershipSchedule appointment with customer to visit dealership
6.6. Make appointment confirmation call and send emailMake appointment confirmation call and send email
TechnologyTechnology • Establishes lead follow-up accountabilityEstablishes lead follow-up accountability
• Measure unsold follow-up results against benchmark performance metricsMeasure unsold follow-up results against benchmark performance metrics
• Future follow-up is automatically scheduled based on results of today’s activitiesFuture follow-up is automatically scheduled based on results of today’s activities
MetricsMetrics CM Contact volume by staff with appointment/conversion/show/closing ratiosCM Contact volume by staff with appointment/conversion/show/closing ratios
Potential is 8%Potential is 8%Unsold Follow-Up ProcessUnsold Follow-Up Process

PainsPains Do your salespeople ask customers for permission to maintain contact?Do your salespeople ask customers for permission to maintain contact?
Do you gather customer interests for information marketing?Do you gather customer interests for information marketing?
Sales personnel always sets first service appointment using dealer web site?Sales personnel always sets first service appointment using dealer web site?
Sales personnel sign sold customers up for their personal web page?Sales personnel sign sold customers up for their personal web page?
What is your contact strategy beyond the 1-3 day calls? Letters? Emails? Phone calls?What is your contact strategy beyond the 1-3 day calls? Letters? Emails? Phone calls?
Concern resolution process? Off-lease strategy? Off-retail strategy?Concern resolution process? Off-lease strategy? Off-retail strategy?
Orphan customer strategy? Training? Do you have a loyalty management sales process?Orphan customer strategy? Training? Do you have a loyalty management sales process?
Strategic GoalStrategic Goal Manage a lifetime relationship with each customer that builds customer satisfaction andManage a lifetime relationship with each customer that builds customer satisfaction and
ensures a pattern of repeat business.ensures a pattern of repeat business.
TacticalTactical
Execute a consistent process of customer contact.Execute a consistent process of customer contact.
Utilize schedules, scripts and templates to simplify and automate process executionUtilize schedules, scripts and templates to simplify and automate process execution
ProcessProcess 1.1. CM schedules a timeline of sold follow-up calls, letters and emails according to dealerCM schedules a timeline of sold follow-up calls, letters and emails according to dealer
and manufacturer specificationsand manufacturer specifications
2.2. Dealer staff completes customer contact utilizing scripts & templatesDealer staff completes customer contact utilizing scripts & templates
3.3. Log activity results to trigger scheduling of future activityLog activity results to trigger scheduling of future activity
5.5. Make appointment confirmation call, send letters and emailMake appointment confirmation call, send letters and email
TechnologyTechnology • CM integrates with DMS to automatically schedule sold follow upCM integrates with DMS to automatically schedule sold follow up
• Results Based automatic scheduling eliminates human error and additional keystrokesResults Based automatic scheduling eliminates human error and additional keystrokes
• CM provides accountability and best practices for specified activitiesCM provides accountability and best practices for specified activities
MetricsMetrics Contact volume by staff with appointment & closing ratiosContact volume by staff with appointment & closing ratios
Sold Follow-Up ProcessSold Follow-Up Process
Current National Retention Rate 27%Current National Retention Rate 27%

PainsPains Typically, Dealer contact w/customer decreases as repairs increase, and loyaltyTypically, Dealer contact w/customer decreases as repairs increase, and loyalty
decreases… Service Contract Strategy? Service Reminder via letter, phone anddecreases… Service Contract Strategy? Service Reminder via letter, phone and
email? Service CSI contacts? Service process in service aisle?email? Service CSI contacts? Service process in service aisle?
Incoming phone process? Appointment confirmation? Special Order Parts?Incoming phone process? Appointment confirmation? Special Order Parts?
Completed service surveys? Customer Contact Staff Training?Completed service surveys? Customer Contact Staff Training?
StrategicStrategic
GoalGoal
Manage a lifetime relationship with each service customer that builds customerManage a lifetime relationship with each service customer that builds customer
satisfaction and ensures a pattern of repeat business.satisfaction and ensures a pattern of repeat business.
TacticalTactical
• Contact every customer who has their vehicle serviced by the dealership toContact every customer who has their vehicle serviced by the dealership to
ensure satisfaction, or trigger concern resolution.ensure satisfaction, or trigger concern resolution.
• Sell incremental products and services to service customersSell incremental products and services to service customers
ProcessProcess 1.1. Advisor closes RO Service to trigger service follow up in CMAdvisor closes RO Service to trigger service follow up in CM
2.2. Dealer staff completes customer contact utilizing scripts and templatesDealer staff completes customer contact utilizing scripts and templates
3.3. Log results of activity to trigger scheduling of future activitiesLog results of activity to trigger scheduling of future activities
5.5. Make appointment confirmation call, send email and/or lettersMake appointment confirmation call, send email and/or letters
TechnologyTechnology • Integrates with DMS to automatically trigger follow upIntegrates with DMS to automatically trigger follow up
• Automatically generates work plan activities based on short term follow up andAutomatically generates work plan activities based on short term follow up and
anticipated service needsanticipated service needs
MetricsMetrics Service customer completion and appointment rateService customer completion and appointment rate
Service penetration for vehicles soldService penetration for vehicles sold
78% of Customers do not78% of Customers do not
Service with their Sales dealerService with their Sales dealerService ProcessesService Processes

PainsPains What is your TargetedWhat is your Targeted Prospecting Strategy?Prospecting Strategy? Do you have the ability to create high qualityDo you have the ability to create high quality
prospective customer lists? Strategy to handle Manufacturer generated leads?prospective customer lists? Strategy to handle Manufacturer generated leads?
Monitor and measure contacts, appointments, shows, sales… Does your team prospectMonitor and measure contacts, appointments, shows, sales… Does your team prospect
previously sold customer households & ask for referrals? What about Pricing?previously sold customer households & ask for referrals? What about Pricing?
Dedicated people? Prospecting List Development Training?Dedicated people? Prospecting List Development Training?
Strategic GoalStrategic Goal Target new prospects to increase conquest sales and market share.Target new prospects to increase conquest sales and market share.
TacticalTactical
Target market segments, then acquire prospect dataTarget market segments, then acquire prospect data
Execute a consistent process of prospect contactExecute a consistent process of prospect contact
Utilize schedules, scripts and templates to simplify and automate process executionUtilize schedules, scripts and templates to simplify and automate process execution
ProcessProcess 1.1. Identify prospects, create a workable listIdentify prospects, create a workable list
2.2. Contact prospects and identify most likely to do business with dealerContact prospects and identify most likely to do business with dealer
3.3. Enter prospect information into CM, assign scheduleEnter prospect information into CM, assign schedule
4.4. Dealer staff completes customer contact using scripts and templatesDealer staff completes customer contact using scripts and templates
5.5. Log results of activity to trigger scheduling of future activitiesLog results of activity to trigger scheduling of future activities
7.7. Make appointment confirmation call, send email and/or letterMake appointment confirmation call, send email and/or letter
TechnologyTechnology • Prospects entered into CM are integrated with DMS, reducing keystroke entry of customerProspects entered into CM are integrated with DMS, reducing keystroke entry of customer
informationinformation
• Creates daily work plans based on those people identified as most likely to becomeCreates daily work plans based on those people identified as most likely to become
customerscustomers
MetricsMetrics Prospect contact completion and appointment rateProspect contact completion and appointment rate
Targeted Segment Marketing is Proven toTargeted Segment Marketing is Proven to
be more Cost Effective than Mass Mediabe more Cost Effective than Mass MediaProspectingProspecting

Customer Relationship ManagementCustomer Relationship Management
(CRM)(CRM)
Customer Managed RelationshipsCustomer Managed Relationships
(CMR)(CMR)
• The company is in controlThe company is in control
• Makes business better for the companyMakes business better for the company
• Tracks customers by transaction needsTracks customers by transaction needs
• Treats customers as segmentsTreats customers as segments
• Forces customers to do what youForces customers to do what you
believe they'll wantbelieve they'll want
• Customers feel stalkedCustomers feel stalked
• Organized around productsOrganized around products
• The customer is in controlThe customer is in control
• Makes business better for the customerMakes business better for the customer
• Understands customer's unique needsUnderstands customer's unique needs
• Treats customers as individualsTreats customers as individuals
• Lets customers tell you what theyLets customers tell you what they
care aboutcare about
• Customers are empoweredCustomers are empowered
• Organized around customersOrganized around customers
““CRM is now moving to the center ofCRM is now moving to the center of
corporate strategy as a process ofcorporate strategy as a process of
learning to understand the valueslearning to understand the values
that are important to individualthat are important to individual
customers and using that knowledgecustomers and using that knowledge
to deliver benefits the customerto deliver benefits the customer
really wants and making it easier forreally wants and making it easier for
the customer to do business with thethe customer to do business with the
company.”company.”
““CMR is not about launching yetCMR is not about launching yet
another campaign, and it is not aboutanother campaign, and it is not about
formulating one more promotion. It isformulating one more promotion. It is
much more, than the sum of databasemuch more, than the sum of database
marketing, targeted advertising,marketing, targeted advertising,
collecting information aboutcollecting information about
customers, and offering new services.customers, and offering new services.
It is about creating an experience,It is about creating an experience,
personalizing the interaction withpersonalizing the interaction with
individual customers in ways directedindividual customers in ways directed
by the customer, and therebyby the customer, and thereby
developing relationships.”developing relationships.”

Application IntroductionApplication Introduction

Contact Management Solution Description
1. Contact Management is a web-based customer
relationship management solution that
leverages your current investment with ERA
and other Reynolds solutions through deep bi-
directional integration. This integration with
your Reynolds systems and Internet lead
provider sites along with Microsoft’s .NET
technology helps you capture, control and
convert every customer interaction – enabling
you to capitalize on 100% of your sales and
service opportunities, 100% of the time.

2. Sales Management works with Contact
Management, enhancing your ability to
monitor, measure, mentor and manage
through comprehensive business
analytics that accompany improved
showroom traffic controls designed to
track more of your showroom
opportunities handled by specific
salespeople on a daily basis

3. Contact Management and Sales
Management are implemented with
technical training and CRM process
consulting, focused on the 8 CRM Profit
Opportunities, helping you develop your
CRM strategy to keep more customers
and close more business. Reynolds'
strong backing brings dealers a superior
solution with professional
implementation, training, and award-
winning support.

4. Contact Management and Sales Management
helps your dealership:
• Create a CRM culture that manages relationships,
not point sales, increasing loyalty and repeat
business.
• Squeeze time out of the vehicle sales process to
close more deals now.
• Make every sales person your best sales person.
• Foster trust into the consumer’s vehicle ownership
cycle and service experience.
• Turn customer events into dealer action throughout
the customer shop – buy – own cycle driving real
profit and customer satisfaction results.
• Accurately measure conversion ratios from lead to
sales to service driving continuous CRM process
improvement.

5. Major enhancements of CM 2.0+ include:
• Ad Hoc Collections enables the customer to gather more targeted
information from Contact Management using templates. Available
to all Sales Management users.
(See pages 17-24 in CM 2.0 Training Document)
• Data Import for Prospects - Prospect information from OEM or
mailing lists can be imported directly into Contact Management.
You can map the CM fields to the data you are importing, save the
mapping for later use, and manage the imported list. Also, you
have the option whether you want to update this info to ERA.
• Notify Salesperson of Service Appointments - The Salesperson
can be notified via Alerts, the Calendar, or the Daily Work Plan
(See pages 47- 54 in CM 2.0 Training Document)
• Event to Action - Effective with CM 2.0, there is a single location
where you can configure the business rules related to specific
events in the system that can trigger an action.
(See pages 41-45 in CM 2.0 Training Doc)
• Client Collections - Now has option to ignore or include clients and
prospects that do not have a value for a field in your criteria.

• Mailing Enhancements - Now you are able to:
• 1) edit a mailing before you print it,
• 2) print multiple mailings at one time,
• 3) print envelopes only,
• 4) print labels only,
• 5) select a starting label number, and
• 6) search mailings by first name.
• Document Editor Enhancement - The revised screen
now includes menus that look more like other work
processing applications. Also, you can now insert
images from your PC or internet, as well as insert and
format tables using a table designer. More fonts are
also available.

• Vehicle Search Updates - Enhancements include:
• 1) defaults to 'New‘ and current year,
• 2) displays interior and exterior colors,
• 3) stock date field displays days in stock, and
• 4) Days in Stock column is sortable.
• Report Updates - The Salesperson Performance
Report now has dynamic sorting. The Prospect Source
Measurements Report includes status type and deal
number. Also, the detail version will display either
phone, email, or address.
• Online Help Viewer - Full-text search option.

• Feedback to Product Team - The 'Send Feedback' option in 'Help‘
allows dealers to send suggestions and comments directly to the
Product Management Team.
• New Email Indicator on Taskbar - The system now checks for new
email and messages every 10 minutes. If you click the envelope
icon, you can access your Inbox.
(See page 5 in CM 2.0 Training Document)
• Standard Title Bar and Tabs Replace the Go To Button
(U/I improvements on pages 4-15 in CM 2.0 Training Document)
• Client Collection - Improved navigation and more user friendly
features. Exporting allows for better sorting options. When
finished, the collection name is displayed instead of just a
'complete' message.
• Job Aids - Printed on laminated stock paper, these cheat sheets
will be delivered to all current and future CM customers.

Contact Management 2.0
A few example screenshots from
Contact Management that demonstrate
recent and ongoing improvements

Enhanced UserEnhanced User
InterfaceInterface
(click to remove this text box)(click to remove this text box)
Enhanced UserEnhanced User
InterfaceInterface

Enhanced ClientEnhanced Client
Profile ScreenProfile Screen
User InterfaceUser Interface
Enhanced ClientEnhanced Client
Profile ScreenProfile Screen
User InterfaceUser Interface

•Enhanced Document EditorEnhanced Document Editor
Insert Images & LinesInsert Images & Lines
Insert Tables & GridsInsert Tables & Grids
Insert Special HyperlinksInsert Special Hyperlinks
Survey QuestionsSurvey Questions
Survey Answer ChoicesSurvey Answer Choices
Much more…Much more…
•Enhanced Document EditorEnhanced Document Editor
Insert Images & LinesInsert Images & Lines
Insert Tables & GridsInsert Tables & Grids
Insert Special HyperlinksInsert Special Hyperlinks
Survey QuestionsSurvey Questions
Survey Answer ChoicesSurvey Answer Choices

Download data from your Manufacturer, marketing lists,
or any other comma delimited file
Download data from your Manufacturer, marketing lists,
or any other comma delimited file
•List Import Capability:List Import Capability:
OEM supplied customer listsOEM supplied customer lists
Direct Mail Customer ListsDirect Mail Customer Lists
Other Lead Manager Export ListsOther Lead Manager Export Lists
Association ListsAssociation Lists
Targeted Email/Market ListsTargeted Email/Market Lists
•List Import Capability:List Import Capability:
OEM supplied customer listsOEM supplied customer lists
Direct Mail Customer ListsDirect Mail Customer Lists
Other Lead Manager Export ListsOther Lead Manager Export Lists
Association ListsAssociation Lists
Targeted Email/Market ListsTargeted Email/Market Lists

Clear Help and Search functionality
based on screen and task level
Clear Help and Search functionality
based on screen and task level
•Built in Help & Training:Built in Help & Training:
Organized by functional areaOrganized by functional area
step-by-step walk through of screensstep-by-step walk through of screens
Updated instructions for new featuresUpdated instructions for new features
Suggestions for using CM functionsSuggestions for using CM functions
•Built in Help & Training:Built in Help & Training:
Organized by functional areaOrganized by functional area
step-by-step walk through of screensstep-by-step walk through of screens
Updated instructions for new featuresUpdated instructions for new features
Suggestions for using CM functionsSuggestions for using CM functions

9. What Dealers are saying:
• “The Reynolds Contact Management system has been a tremendous help
to our dealership, both organizationally and through increased volume.
We’re continuously capturing 15% more deals at a compounding rate.”
Tim Murphy
Toyota of Santa Barbara
• “We’re excited about the integration between our Contact Management
solution and our ERA3 system, because it gives us a complete picture of
our customers, while improving efficiencies – so we can serve our
customers better.”
David Rohrich
Rohrich Cadillac
• “To have [Contact Management] integrate with the DMS is the beauty of
the whole thing. Total integration keeps our DMS database clean and
drives execution of the whole CRM process from beginning to end.”
Dietmar Burkhardt, Jr.
Dealer/General Manager
Sunnyvale Volkswagen

10. What Dealers are saying:
• “Since installing Reynolds and Reynolds Contact Management
program in our dealership just nine months ago, we have
increased our top box score by 13%, our survey response rate by
6% and our closing ratio by over 15%. Even our most seasoned
sales professionals have embraced the CM process and have
seen an increase in referrals and repeat customers.”
S. Rebecca Gilles
CRM Director
Jim Ellis Automobile Dealerships
• “We are finding the Contact Management system brings us many
more selling opportunities, as a result of accountability. Sales
Management can now work with each sales consultant on each
opportunity. No longer do qualified buyers fall through the cracks.”
Ramon Maciel
General Sales Manager
BMW of San Francisco

• A Web Based CRM Tool:A Web Based CRM Tool: Any Time, Any Place online access usingAny Time, Any Place online access using
broadband Internet connection and MS Internet Explorer 6.0+broadband Internet connection and MS Internet Explorer 6.0+
• AnAn Easy to UseEasy to Use Tool designed by Automotive dealership people workingTool designed by Automotive dealership people working
together with Reynolds application developerstogether with Reynolds application developers
(confusion-discovery-enlightenment-confusion-discovery-enlightenment)(confusion-discovery-enlightenment-confusion-discovery-enlightenment)
• AA highly customizablehighly customizable process engine and security model designed forprocess engine and security model designed for
dealers and groups that use Reynolds ERA as their primary dealershipdealers and groups that use Reynolds ERA as their primary dealership
management system…management system…
• Highly IntegratedHighly Integrated with ERA’s customer database, vehicle inventory,with ERA’s customer database, vehicle inventory,
Sales history, Service records, Accounting and more…Sales history, Service records, Accounting and more…
• AA proven customer contact management solutionproven customer contact management solution that is currentlythat is currently
deployed in over 600 dealerships throughout North Americadeployed in over 600 dealerships throughout North America
• Supported by Reynolds and ReynoldsSupported by Reynolds and Reynolds Award winningAward winning Service andService and
SupportSupport organization (TAC) and maintained by the ASP hosting teamorganization (TAC) and maintained by the ASP hosting team
using “state of the art” infrastructure for 7x24 reliabilityusing “state of the art” infrastructure for 7x24 reliability
What is Contact Management ?What is Contact Management ?

• Real-timeReal-time bi-directionalbi-directional exchange of CRM-specific data betweenexchange of CRM-specific data between
Contact Management (CM) and your ERA systemContact Management (CM) and your ERA system
• Accurate and updated information onAccurate and updated information on vehiclesvehicles,, customer recordscustomer records,,
sales transactionssales transactions andand Repair OrdersRepair Orders
• New Clients entered into CM, either manually or via incoming InternetNew Clients entered into CM, either manually or via incoming Internet
Leads, will automatically generate aLeads, will automatically generate a name file recordname file record andand customercustomer
numbernumber in ERA using the CM datain ERA using the CM data (reduces keystroke data entry)(reduces keystroke data entry)
• CM provides users with ability to “push” sales opportunity (prospect)CM provides users with ability to “push” sales opportunity (prospect)
information into ERA’s F&I application using theinformation into ERA’s F&I application using the “Create Deal”“Create Deal”
functionality in CM’s worksheet application… The ERAfunctionality in CM’s worksheet application… The ERA “Deal Number”“Deal Number” isis
instantly sent back to the CM user that requested itinstantly sent back to the CM user that requested it
• Inventory changesInventory changes in ERA are immediately reflected in CM, allowingin ERA are immediately reflected in CM, allowing
users to focus sales activities on vehicles in stockusers to focus sales activities on vehicles in stock
• WithWith Contact Management 2.0Contact Management 2.0, dealers can, dealers can Import FilesImport Files of customerof customer
lists into Contact Management, then push the customer data into ERAlists into Contact Management, then push the customer data into ERA
Contact Management And ERA IntegrationContact Management And ERA Integration

Customer follow-up reminders in CM are sent toCustomer follow-up reminders in CM are sent to
dealership employees through the use of daily workdealership employees through the use of daily work
plans… These follow-up reminders can beplans… These follow-up reminders can be
automated using CM’s Event-Driven Schedules, theautomated using CM’s Event-Driven Schedules, the
Processes within each Schedule and the ActivitiesProcesses within each Schedule and the Activities
called for within each Process. A Schedule can becalled for within each Process. A Schedule can be
triggered in CM by transactions in ERA:triggered in CM by transactions in ERA:
• Vehicles SalesVehicles Sales
• Conventional Finance ContractsConventional Finance Contracts
• LeasesLeases
• Cash PurchasesCash Purchases
• Customer Repair Orders (service)Customer Repair Orders (service)

In addition to ERA transactions, the follow-upIn addition to ERA transactions, the follow-up
Schedules in CM can be triggered by eventsSchedules in CM can be triggered by events
that happen inside CM and relevantthat happen inside CM and relevant
information is then transferred into ERA:information is then transferred into ERA:
• Incoming Internet LeadsIncoming Internet Leads
•Customer Data goes into ERACustomer Data goes into ERA
•Vehicle Data (stock #) “Pushes” into ERAVehicle Data (stock #) “Pushes” into ERA
• Incoming Sales CallsIncoming Sales Calls (telephony or data entry)(telephony or data entry)
• Showroom TrafficShowroom Traffic (detects previous customers)(detects previous customers)

• CM “integrates”CM “integrates” informationinformation to/fromto/from ERA F&IERA F&I
• Two way integration between CM andTwo way integration between CM and ERA’s name fileERA’s name file
• Vehicle inventoryVehicle inventory entered into ERA is sent to CM and yourentered into ERA is sent to CM and your
Reynolds web site from ERA on aReynolds web site from ERA on a Real-timeReal-time basisbasis
• InformationInformation on Sales, Service History, Special Partson Sales, Service History, Special Parts
Orders, and Service Scheduling goes from ERA into CMOrders, and Service Scheduling goes from ERA into CM
• Consumer and vehicleConsumer and vehicle informationinformation from your Reynoldsfrom your Reynolds
web site goes into CM which simultaneously checks yourweb site goes into CM which simultaneously checks your
ERA system forERA system for previous customer recordsprevious customer records,, then eitherthen either
matches those records in CM, or creates a new customermatches those records in CM, or creates a new customer
record in ERArecord in ERA

Internet Process*
Phone Process*
Appointment Process*
Showroom Sales Process*
Follow up of Unsold floor*
Follow up of Unsold phone*
Follow up of Unsold Internet*
Follow up of Sold*
Service Reminders
Service Prospecting
Service Follow up
Orphan Follow up
Conflict Resolution
Service Appointment
Reminders tied to ERA
Service Appt. Scheduling
Lease Renewal*
Retail Renewal*
CM can Support the Following Processes:CM can Support the Following Processes:
Pre-CSI Survey Call
Import & Manage Contacts
w/Prospect Lists from OEM’s

What is the value of
Information Today?

Will More Information
About our Customers Help
Us Sell Another Vehicle?

Would an Information System that
supports better Customer and
opportunity management
Processes Help You Sell More
Vehicles… More Profitably?

Your new Contact Management tool canYour new Contact Management tool can
give your store a competitive advantage…give your store a competitive advantage…
But, only if you take the time to set it up,But, only if you take the time to set it up,
manage it and implement processes thatmanage it and implement processes that
take advantage of it’s capabilitiestake advantage of it’s capabilities

SalesSales
ProcessProcess

ERAERA
ContactContact
Contact Management Starts by takingContact Management Starts by taking
Its Information Directly From ERAIts Information Directly From ERA
ERA F&IERA F&I
ERA ServiceERA Service
Name FileName File

ERAERA
ContactContact
Contact Management Starts Follow-Up OnContact Management Starts Follow-Up On
Previous Sold Customers - AutomaticallyPrevious Sold Customers - Automatically
24 Month Lease24 Month Lease
Joe JonesJoe Jones
Leased 12Leased 12
Months AgoMonths Ago
12th12th
Month ofMonth of
24 Month24 Month
Follow UpFollow Up

ERAERA
ContactContact
Contact Management And ERA Talk toContact Management And ERA Talk to
each other in Real Time!each other in Real Time!

Ready for yourReady for your
“Online Test Drive?”“Online Test Drive?”

Login Screen is accessible via Internet Explorer
6.0+ using a Broadband Internet connection at:
https://www.gs.reyrey.com/

346057
*****
User Name
CM Generated
User Name
CM Generated
Password:
Customizable
Password:
Customizable
Use your actual Contact Management User
Name (#) and Password to log into your account

Click on any Date, in anyClick on any Date, in any
month, in any year, to seemonth, in any year, to see
the daily work plan for athe daily work plan for a
selected individual… or anselected individual… or an
entire BDC’s Staffentire BDC’s Staff
through the use ofthrough the use of
“Teams” in CM“Teams” in CM
Click on any Date, in anyClick on any Date, in any
month, in any year, to seemonth, in any year, to see
the daily work plan for athe daily work plan for a
selected individual… or anselected individual… or an
entire BDC’s Staffentire BDC’s Staff
through the use ofthrough the use of
“Teams” in CM“Teams” in CM

Phone Calls, Appointments, Emails, Letters, To-Do’s and all daily tasksPhone Calls, Appointments, Emails, Letters, To-Do’s and all daily tasks
show up in the daily work plan which is listed on the CM “Home Page” andshow up in the daily work plan which is listed on the CM “Home Page” and
can be viewed by Individual, Team (BDC) or the entire dealership for thecan be viewed by Individual, Team (BDC) or the entire dealership for the
date selected… As activities are completed, the task appears “crossed out”date selected… As activities are completed, the task appears “crossed out”
and the Type of Activity indicates what event generated it.and the Type of Activity indicates what event generated it.
Phone Calls, Appointments, Emails, Letters, To-Do’s and all daily tasksPhone Calls, Appointments, Emails, Letters, To-Do’s and all daily tasks
show up in the daily work plan which is listed on the CM “Home Page” andshow up in the daily work plan which is listed on the CM “Home Page” and
can be viewed by Individual, Team (BDC) or the entire dealership for thecan be viewed by Individual, Team (BDC) or the entire dealership for the
date selected… As activities are completed, the task appears “crossed out”date selected… As activities are completed, the task appears “crossed out”
and the Type of Activity indicates what event generated it.and the Type of Activity indicates what event generated it.

““Prospects” sectionProspects” section
of the Daily Workof the Daily Work
Plan home page inPlan home page in
CM shows “Ups” forCM shows “Ups” for
the entire dealership,the entire dealership,
the BDC or athe BDC or a
selected individualselected individual
that have beenthat have been
logged or enteredlogged or entered
into the system oninto the system on
the selected date…the selected date…
““Prospects” sectionProspects” section
of the Daily Workof the Daily Work
Plan home page inPlan home page in
CM shows “Ups” forCM shows “Ups” for
the entire dealership,the entire dealership,
the BDC or athe BDC or a
selected individualselected individual
that have beenthat have been
logged or enteredlogged or entered
into the system oninto the system on
the selected date…the selected date…

Click on any customer’s name in theClick on any customer’s name in the
“Prospects” section to see the details on“Prospects” section to see the details on
any new “Up” for that date, Whetherany new “Up” for that date, Whether
they are generated by inboundthey are generated by inbound Phone,Phone,
InternetInternet oror ShowroomShowroom Traffic…Traffic…
Let’s take a look at an Inbound PhoneLet’s take a look at an Inbound Phone
prospectprospect
Click on any customer’s name in theClick on any customer’s name in the
“Prospects” section to see the details on“Prospects” section to see the details on
any new “Up” for that date, Whetherany new “Up” for that date, Whether
they are generated by inboundthey are generated by inbound Phone,Phone,
InternetInternet oror ShowroomShowroom Traffic…Traffic…
Let’s take a look at an Inbound PhoneLet’s take a look at an Inbound Phone
prospectprospect

Client and ProspectClient and Prospect

Q: What Is A Client?Q: What Is A Client?
Q: What Is A Prospect?Q: What Is A Prospect?
A: CustomerA: Customer
A: OpportunityA: Opportunity

Q: How do you find a previous customer inQ: How do you find a previous customer in
Contact Management?Contact Management?
A: Start with the “Search For Client” fieldA: Start with the “Search For Client” field
in the upper left corner of most CMin the upper left corner of most CM
Screens… Enter the customer’s last nameScreens… Enter the customer’s last name
and then click on the “Go” button.and then click on the “Go” button.
Let’s take a close look at how that works in the next few pages…

1111
2222

Access to Client Screen Data forAccess to Client Screen Data for
each user in Contact Managementeach user in Contact Management
is Governed By Security Settingsis Governed By Security Settings
and the User Profile assigned to theand the User Profile assigned to the
person using Contact Managementperson using Contact Management
• General ManagersGeneral Managers
• Sales ManagersSales Managers
• BDC ManagersBDC Managers
• SalespeopleSalespeople

Entering a New Prospect, or “floor up” in CM…Entering a New Prospect, or “floor up” in CM…
You will be dealing with Two situations:You will be dealing with Two situations:
1.1. Sales Opportunity (Prospect) with anSales Opportunity (Prospect) with an
existing customer (Client) who has a Clientexisting customer (Client) who has a Client
profile record in your CM databaseprofile record in your CM database
2.2. Sales Opportunity (Prospect) with aSales Opportunity (Prospect) with a
customer who has never done business withcustomer who has never done business with
your dealership, and who is not in youryour dealership, and who is not in your
database as a Clientdatabase as a Client

There are several ways to enter a record of a customer visiting the
dealership… In this section we will focus on two types of showroom
visitors:
1. Customers with an existing Client Profile
2. New Customers without any prior record in our system
The first step is to enter the customer’s last name, or Phone number in the
“Search for Client” data field located in the upper left corner of the
“Home” Screen.
There are several ways to enter a record of a customer visiting the
dealership… In this section we will focus on two types of showroom
visitors:
1. Customers with an existing Client Profile
2. New Customers without any prior record in our system
The first step is to enter the customer’s last name, or Phone number in the
“Search for Client” data field located in the upper left corner of the
“Home” Screen.

After typing the customer’s last name or Phone Number into the “Search
for Client” field, click on the “Go” button to start CM’s search function,
and to open up the “Search Client” screen in CM…
After typing the customer’s last name or Phone Number into the “Search
for Client” field, click on the “Go” button to start CM’s search function,
and to open up the “Search Client” screen in CM…

If you see the customer, that’s great! It is a lot easier to enter a new “up”
for an existing customer, than to create a new client profile from
scratch… Be careful not to create a new client profile for an existing
customer that is already in the system. Go ahead and click to place a
check mark to the left of the customer’s name.
If you see the customer, that’s great! It is a lot easier to enter a new “up”
for an existing customer, than to create a new client profile from
scratch… Be careful not to create a new client profile for an existing
customer that is already in the system. Go ahead and click to place a
check mark to the left of the customer’s name.

When you select a previous customer by placing a check mark to the left of their name,
Contact Management will display any previous “Prospects” (opportunities to do
business) that are already in the system… If the customer is a “Be Back” from an
existing “Prospect” you will want to avoid entering a new prospect, just add an “Activity”
to the Prospect record that is still being worked… In this case, we have a new
opportunity, so we must create a new prospect record. Click on the customer’s name.
When you select a previous customer by placing a check mark to the left of their name,
Contact Management will display any previous “Prospects” (opportunities to do
business) that are already in the system… If the customer is a “Be Back” from an
existing “Prospect” you will want to avoid entering a new prospect, just add an “Activity”
to the Prospect record that is still being worked… In this case, we have a new
opportunity, so we must create a new prospect record. Click on the customer’s name.
Previous “Prospect” records for the
customer selected let’s you know if they
have been in recently, submitted an
Internet Lead, or called the dealership
before coming in… If your store is
logging these events in CM
Previous “Prospect” records for the
customer selected let’s you know if they
have been in recently, submitted an
Internet Lead, or called the dealership
before coming in… If your store is
logging these events in CM
11 22

After clicking on the client’s name, CM shows us the “Client Profile”
record… From here we can add or edit any information based on
what has been collected from the customer by the salesperson. In
this case, we will add the customer’s business name and pager
number, which the salesperson included on their Contact Card.

2. After entering the new
information to the
customer’s existing Client
Profile, I will need to
“Save” by clicking on the
save button in the upper
menu bar.
2. After entering the new
information to the
customer’s existing Client
Profile, I will need to
“Save” by clicking on the
save button in the upper
menu bar.
1. Enter the new or updated information into the appropriate fields
BEFORE creating the new Prospect record.
1. Enter the new or updated information into the appropriate fields
BEFORE creating the new Prospect record.
3. After saving the updated
information, click on the
“Prospects” dialogue box,
which is a giant grey button
at the top of the Client
Profile, so that you can get
into the Prospect records
for this customer
3. After saving the updated
information, click on the
“Prospects” dialogue box,
which is a giant grey button
at the top of the Client
Profile, so that you can get
into the Prospect records
for this customer

2. Click on the blue underlined
link “Click To Add a Prospect”
if you want to create a new
Prospect, and record a new
opportunity to do business
with this customer
2. Click on the blue underlined
link “Click To Add a Prospect”
if you want to create a new
Prospect, and record a new
opportunity to do business
with this customer
1. When the Prospect screen first opens up, CM shows you a list of the most recent
prospects, and pre-selects the newest one so you can see if the new “up” record is really
part of an ongoing opportunity to sell a car… In this case, we have a new opportunity, so
we will create a new Prospect record
1. When the Prospect screen first opens up, CM shows you a list of the most recent
prospects, and pre-selects the newest one so you can see if the new “up” record is really
part of an ongoing opportunity to sell a car… In this case, we have a new opportunity, so
we will create a new Prospect record

2. Check off the sales steps
that were completed
during the customer’s
visit to our dealership
2. Check off the sales steps
that were completed
during the customer’s
visit to our dealership
1. Enter the details about this visit to our dealership by the customer… Such as
salesperson, Type, source of the opportunity, the status of the deal… And a note
describing what happened during the visits and anything else that might be important to
other people looking at this Prospect record.
1. Enter the details about this visit to our dealership by the customer… Such as
salesperson, Type, source of the opportunity, the status of the deal… And a note
describing what happened during the visits and anything else that might be important to
other people looking at this Prospect record.

1. After entering all the
information and notes
regarding the customer’s visit
to our dealership, click on the
“Save” button near the top of
the Prospects screen to
create a new Prospect record
(opportunity)
1. After entering all the
information and notes
regarding the customer’s visit
to our dealership, click on the
“Save” button near the top of
the Prospects screen to
create a new Prospect record
(opportunity)

1. Now that we have created the Prospect record (up, or opportunity), we see that the
salesperson has listed a stock number of a vehicle we have in inventory that he is
working a deal with the manager for this customer… So that we can attach the stock
number to this customer, and send the deal to ERA for desking, let’s get into the
“Worksheet”, attach the vehicle, then use “Create Deal” to get an ERA deal number
1. Now that we have created the Prospect record (up, or opportunity), we see that the
salesperson has listed a stock number of a vehicle we have in inventory that he is
working a deal with the manager for this customer… So that we can attach the stock
number to this customer, and send the deal to ERA for desking, let’s get into the
“Worksheet”, attach the vehicle, then use “Create Deal” to get an ERA deal number

1. When the “Worksheet” screen opens up, we can see any vehicles that have previously
been attached to this client’s previous prospect records as being vehicle he was
interested in… The stock number that the salesperson listed as the vehicle he is working
a deal on is not listed, so clcik on the “Add” button near the top of the Worksheet
section, this will allow us to either search through our inventory, or simply find the stock
number the salesperson listed
1. When the “Worksheet” screen opens up, we can see any vehicles that have previously
been attached to this client’s previous prospect records as being vehicle he was
interested in… The stock number that the salesperson listed as the vehicle he is working
a deal on is not listed, so clcik on the “Add” button near the top of the Worksheet
section, this will allow us to either search through our inventory, or simply find the stock
number the salesperson listed

11
1. Enter the stock number the salesperson is working the deal on, into the “Stock #” field
2. Click on the “Search” button near the top of the “Search Inventory” to pull that vehicle up
from the dealership’s inventory records
3. Verify that the vehicle description matches what the salesperson wrote down, then place
a check mark to the left of the stock number to select this vehicle
1. Enter the stock number the salesperson is working the deal on, into the “Stock #” field
2. Click on the “Search” button near the top of the “Search Inventory” to pull that vehicle up
from the dealership’s inventory records
3. Verify that the vehicle description matches what the salesperson wrote down, then place
a check mark to the left of the stock number to select this vehicle
22
33

1. When you place a check mark to the left of the vehicle’s stock number, the “Add
Selected” button activates near the top of the Search Inventory screen
2. Click on the “Add Selected” button near the top of the “Search Inventory” to attach that
vehicle to the client’s worksheet record
1. When you place a check mark to the left of the vehicle’s stock number, the “Add
Selected” button activates near the top of the Search Inventory screen
2. Click on the “Add Selected” button near the top of the “Search Inventory” to attach that
vehicle to the client’s worksheet record
22
11

1. CM takes you back into the “Worksheet” screen, In order to activate the “Create Deal”
button, you must place a check mark to the left of ONE (1) vehicle’s stock number, the
“Create Deal” button activates near the top of the Worksheet screen… You may have to
scroll down the “Desired Vehicle” window to find the stock number you just added, and if
two stock numbers are checked, then the Create Deal button stays deactivated
2. Click on the “Create Deal” button near the top of the “Search Inventory” to send the
Client and the vehicle selected to ERA so the deal can be worked by the desk manager
1. CM takes you back into the “Worksheet” screen, In order to activate the “Create Deal”
button, you must place a check mark to the left of ONE (1) vehicle’s stock number, the
“Create Deal” button activates near the top of the Worksheet screen… You may have to
scroll down the “Desired Vehicle” window to find the stock number you just added, and if
two stock numbers are checked, then the Create Deal button stays deactivated
2. Click on the “Create Deal” button near the top of the “Search Inventory” to send the
Client and the vehicle selected to ERA so the deal can be worked by the desk manager
22
11

1. CM takes you into the “Create Deal” screen, verify the correct salesperson has been
selected, select whether it is going to be a Lease or Retail financing deal, and the lender,
if one is anticipated
2. Click on the “Add” button to the right of the “Trades” header to enter a description of the
customer’s possible trade-in vehicle
1. CM takes you into the “Create Deal” screen, verify the correct salesperson has been
selected, select whether it is going to be a Lease or Retail financing deal, and the lender,
if one is anticipated
2. Click on the “Add” button to the right of the “Trades” header to enter a description of the
customer’s possible trade-in vehicle
22
11

1. CM takes you into the “Trade Vehicle” screen, enter all the relevant information you have
about the customer’s trade-in vehicle, entering it in here saves the manager from needing
to do it in ERA… Enter any notes or comments about the trade-in
2. If you have ACV and expected trade-in allowance information, enter it into the appropriate
data field… VIN and Exact Mileage are very important to enter
1. CM takes you into the “Trade Vehicle” screen, enter all the relevant information you have
about the customer’s trade-in vehicle, entering it in here saves the manager from needing
to do it in ERA… Enter any notes or comments about the trade-in
2. If you have ACV and expected trade-in allowance information, enter it into the appropriate
data field… VIN and Exact Mileage are very important to enter
2211

1. Click on the “Save” button near the top of the “Trade Vehicle” screen… The button will
deactivate once you save the trade-in information, but you will not change screens
2. After you save the trade-in information, click on the “Go To” button to the left of the
“Save” button and click on “Back” from the drop-down menu that appears
1. Click on the “Save” button near the top of the “Trade Vehicle” screen… The button will
deactivate once you save the trade-in information, but you will not change screens
2. After you save the trade-in information, click on the “Go To” button to the left of the
“Save” button and click on “Back” from the drop-down menu that appears
2211

22
11
33
1. Now that you are back in the “Create deal” screen, you should verify that the right unit is
listed as the “Vehicle To Sell”
2. Verify that the right trade-in vehicle is selected within the “Trades” section with the
check mark to the left of the year and make
3. Make sure all the information, such as Financial Institution, Sales Person, etc. is in the
Financial Detail section… Then “Send” the deal to ERA
1. Now that you are back in the “Create deal” screen, you should verify that the right unit is
listed as the “Vehicle To Sell”
2. Verify that the right trade-in vehicle is selected within the “Trades” section with the
check mark to the left of the year and make
3. Make sure all the information, such as Financial Institution, Sales Person, etc. is in the
Financial Detail section… Then “Send” the deal to ERA

1. Once you send the deal to the ERA system by using the Create Deal functionality, you
can retrieve the ERA deal number from within you Inbox where ERA sends a Message to
you with the new deal number… Click on the Inbox
1. Once you send the deal to the ERA system by using the Create Deal functionality, you
can retrieve the ERA deal number from within you Inbox where ERA sends a Message to
you with the new deal number… Click on the Inbox
11

11
22
33
1. From within the Inbox screen, select “Messages” by clicking on the dot to the left of
Messages
2. Since the message will be sent to the Salesperson who is attached to the deal, select
his/her name from the “User” drop-down list
3. Click “Search” from the upper left side of the screen after checking off Messages and
selecting the salesperson who was on the deal when you sent it
1. From within the Inbox screen, select “Messages” by clicking on the dot to the left of
Messages
2. Since the message will be sent to the Salesperson who is attached to the deal, select
his/her name from the “User” drop-down list
3. Click “Search” from the upper left side of the screen after checking off Messages and
selecting the salesperson who was on the deal when you sent it

11
1. We see our deal number in the Inbox section for Messages… The ERA deal Number is in
the Messages subject line along with the customer’s name. You can open up the
message, but it is really not necessary… A “Best Practice” would be to copy and past the
ERA deal number into the notes within the Client’s Prospect record that generated this
deal desking opportunity…
1. We see our deal number in the Inbox section for Messages… The ERA deal Number is in
the Messages subject line along with the customer’s name. You can open up the
message, but it is really not necessary… A “Best Practice” would be to copy and past the
ERA deal number into the notes within the Client’s Prospect record that generated this
deal desking opportunity…

Entering a New Prospect, or “floor up” in CM…Entering a New Prospect, or “floor up” in CM…
Let’s take another look at entering a ProspectLet’s take another look at entering a Prospect
(Opportunity) in CM:(Opportunity) in CM:
1.1. Sales Opportunity (Prospect) with anSales Opportunity (Prospect) with an
existing customer (Client) who has a Clientexisting customer (Client) who has a Client
profile record in your CM databaseprofile record in your CM database

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