This document provides an overview of customer and online services at PARCS Superstores. It discusses inventory, online services, customer service, CRM and lead management, and additional information. The goal is to provide the best customer service possible to increase sales, profits, and employee pay by ensuring customer satisfaction at every step of the customer experience through PARCS. Customer and Online Services aims to support customers and sales teams through defined workflows, CRM integration, and uniform policies across all locations.

1. Customer & Online Services
JUNE 2015

2. OVERVIEW
•Introduction
•Inventory (New, Featured & Used)
•Online Services
•Customer Services
•CRM | Lead Management
•Additional Information

3. INTRODUCTION
• Welcome
• Where we are going…..
THE PARCS CULTURE

4. My Personal Customer Service Goal..
www.Philosophy.GO
WIN: For the Customer
WIN: For the Company
WIN: For the Employee
Increase sales by providing the BEST Customer Service Imaginable, increase
profits to insure reinvestment and growth, increase your paycheck to help you
achieve financial goals.
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5. INVENTORY
• All Locations | USED & FEATURED
• Weekly Scheduled Visits
• STAR Rating System
• Increase traffic, sales, opportunities
• Additional Resources
Outside websites (TractorHouse, PreOwnedKubota, etc.)
Assist in usage and development.

6. ONLINE SERVICES
• PARCS.com | Web Content Management
• Email Set-Up | Configuration
(Business Email / @parcs.com | Gmail Accounts)
• Inventory Resources
(Website, Ebay Storefront, CraigsList, Facebook Inventory)
• Social Media
(Facebook, YouTube, Twitter, etc.)

7. CUSTOMER SERVICE
• Point of Contact – thru – Follow up
Step Program, status, calls, surveys, feedback, evaluations.
All leading to improved experience.
• CRM | Customer Relations Manager| more in a minute……..
• Accessibility; Always available to assist you.
• On-Call / After Hours Customer Service | 304.871.3271 |
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8. CUSTOMER SERVICE
• What is a CRM? (Customer Relations Manager)
A point of “Status”;
Shoppers, buyers, repeat to..
Purchased, parts, or service, etc.
• PSN Lead Management Integration
• Infinity Data Base (Targeted Marketing/Events/ Promotions Future Sales)
• Roles & Responsibilities
General Managers, Sales Team, Customer & Online Services
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9. CUSTOMER SERVICE
• A DEFINED WORK-FLOW
• Your Individual Approach & Follow Up
• C&O Services Approach & Follow Up
• Combinations which INCREASE our Customer Relationships
Customer & Online Services is:
Here to help you support our customers through every step
of their experience with PARCS Superstores.
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10. INFORMATION & OPTIONS
• Network Integrations
• Defined TEIR Management Structure
• Uniformity across the company & locations
• Your feedback, suggestions for Improvements
QUESTIONS | COMMENTS | CLOSING