www.AutomotiveDigitalMarketing.com

1. Customer Service Update
Sales Summit
April 2004

2.  Getting “Back to the Basics” with Customer Service
 Implementation Execution
 People Are the Essence
 Sales Partnership
 Driving E-Learning
 Reducing Cost to Serve
 Services Distribution Channel Clarity
Customer Service Priorities

3.  Our Priority is to Service not Sell
 PFS Evaluations Modified for all Customer Facing Associates
 Emphasis on Customer Satisfaction Results
 Field Management Focus – at Customer Installations
 Free ERA “Webinars” Receiving Positive Feedback
 Initial Stages of Re-deploying CSAP Visits
Getting “Back to the Basics”
Customer Service

4.  Contact Management Refresh Complete
 Coordination Process & Ownership in Place
 New Letters/Schedules Process
 Catch a Star Implemented in Field
 Deployed New Job Aids 2.0
 Launching Follow up / Utilization Plan
 Initial Desking Implementations Hitting the Mark
 RGS Suite Simplification Effort
 RGS Suite Training Packages / New Pricing Effort
 Deployment Managers
 Implementation Process Improvements in Progress
 Implemented new custom report process
 UAG Top Priority Remainder Year
 44 Locations over Next 8 Months
Implementation Execution
We Own it!

5.  Attrition Rates at 16% YTD field training
 Associate Feedback Solicited from 850 Associates
 Key Action Plans as Result:
 Internal Training (Susan Moll)
 Technical Training (Greg Roll)
 Recognition (Terri Mulcahey)
 PFS / Evaluations (Gary Alexander/Armando Flores)
 Work & Family Balance (Al Caprio/Jim Richmond)
 Teamwork Between Departments (Ron Vieira)
 Weekly Communication to the Field
People Are the Essence
Customer Service

6.  Sales Training Assessment Complete
 68% Response Rate
 Key Results:
 Creating and Presenting Credible ROIs (60%)
 Business Analysis & Building Business Case (43%)
 Making Compelling Business Presentations (31%)
 Negotiating Skills (28%)
 Executive Level Selling / Large Organizations (23%)
 Training Action Plans Against Feedback Initiated
 Participation with Sales Advisory Team
 Steering Committee – Sales Go To Market Alignment
 Sales Certification – Desking / CM / WebmakerX
 Operation What’s Next Road Show
Sales Partnership

7.  Funding Approved
 Short Term Plans
 Launch Virtual Classroom – (Centra) One to many environment
 ERA XT / RGS Suite enhancements (2.3 & 2.4)
 Load 200+ ERA recorded training sessions 24x7 access
 Create options for installs – VC / One to One remote / On-Site
 Long Term Plans
 Learning Management System (Sum Total) – August 2004
 Implement dynamic job role curriculum maps
 Recurring revenue model
E-Learning Initiative

8.  Services to be “Packaged” with Solutions
 Assessing Consulting vs. Training Offerings
 Pricing
 Services
 Organizational Structure
 Partnering with Inside Sales Channel – Campaigns
 Line up with Sales Compensation Plans
Distribution Channel Clarity