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ADP/TMS Dealer Network Solutions
Introductions Presentations/Discussions: Dashboard Solution, Best
Practices process, Digital Marketing/Advertising, Ecommerace
ADP a Service Provider vs a DMS provider One throat to choke – integration at the OEM level same
as the Consolidators… Lithia, AN Reduce redundancies and crossing over of solutions Enterprise agreement-Earn Back/Commissons. Approx
$4Mil billing today. Earn back 5 - 10%. The power of one source.
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Over 1,500 Performance Group members (automotive and non-automotive) Consulting and training for business management, profitability, all aspects of
retail sales and fixed operations Data extraction, financial analysis, composites and reporting
– Under contract to process close to 5,000 financial statements monthly (all DMS providers)
– 1,600-2,000 automated edits and detailed Business Analyst review– Development of standardized financial reporting, charts of accounts,
financial statements and electronic data submission– webComposite financial analysis and benchmarking solution
Composite supplier to National Automobile Dealer Association Current automotive engagements: Honda, Acura, General Motors,
Mercedes-Benz, Mazda, Subaru, Volvo/Mack Truck, smart and Suzuki Non-automotive engagements: Sea Ray, Freedom Roads, Recreational
Vehicles, Marinas (ABBRA), Motorcycles, Outdoor Sports, Hardware
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Business Intelligence Benefits
Deep experience and expertise regarding Dealer and manufacturer performance drivers
Ability to pull data from all Dealer Management Systems, providing daily and real-time updates
Data purification and normalization:– Common labor operations– Electronic edits and Call Center for Dealer data correction
Integrating and reporting data from DMS, internal and third-party sources
Guided problem-solving and “What if” scenarios Training and consulting expertise in all dealership
processes
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Business Intelligence Benefits
http://demo.idashboards.com/idashboards60/
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9
The quality of the Client Experience is critical!
The Follow-up over 90 days- Still in the buying cycle
The Disengaged 90 days plus- Re-engaging Customers
The Quality of the Call- Off the Website- Consistent Experience
One Response 30
days
Multiple Responses
30 days
60 day Follow-up
90 Days
Key elements for ILM:The First Response (One Response)
- Speed is important- Quality is CRITICAL
The Engagement (Multiple Response) - Volley for a solid appointment
The Follow-up over 60 days- Keeping engaged till the lead sells
4% 8% 10% 11% 18%
+ 90 days
13%
Call Quality
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10
Today’s Customer Experience
10
In this sampling 6 out of 7 of Toyota’s Import competitors had more client interaction
A Toyota B C D E F G0
50
100
150
200
250
300
8264
76 80100 100
8055
62
49
59 46
71 67
40
55
42
30
47
26
5750
20 37
18
12
35
13
1450
20 0
Multiple Responses
45 days
30 days
21 days
14 days
This shopping was based on a sampling from 4 regions of 100 stores each brand same market
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Internet Lead Close Rates Increase by 50% when any 4 of the 5 Key Drivers are Experienced by Consumer
Ten years ago, many of us debated about what the most effective lead management processes were… Today, we know exactly what drives higher closing ratios based on RDR to Lead Match-Backs combined with customer experience survey data
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14
Keys for Success
Apr May Jun Jul Aug0%
10%
20%
30%
40%
50%
60%
44% 41% 43% 43% 46%
28.2%30.8%
25.3%27.0%
49.6%
11.6% 11.4%8.9% 9.3%
10.6%
Percent Receiving 4 or 5 Key Drivers
Close Rate w/ 4 or 5 Key Drivers
National Close Rate
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Dealer Overview – Long Term Follow Up
20 Sales in 30 Days25 Sales in 60 Days
29 Sales for 180 Days50% of your customers purchase after 10 Days
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The shopping process takes about three months for the average AIU
Source: 2007 J.D. Power and Associates New Autoshopper.com StudyBased to AIUs
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May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09
-1%
0%
1%
2%
3%
4%
5%
6%
7%
8%
9%
4.9%
4.2%4.0%
5.4%5.1%
4.3%
4.0%
4.4% 4.5%
6.9%
7.2%
6.5%6.2%
7.4%
7.7%
6.1%
5.3%
5.9%
6.4%
8.5%
Lead Close Rate Un-Trained vs ADP Trained
Untrained ADP Trained
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