Adp social media reputation management

SM

ADP DEALER SERVICESSOCIAL MEDIA / REPUTATION MANAGEMENT

SOLUTIONS OVERVIEW

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About ADPAutomatic Data Processing, Inc. [NASDAQ: ADP]Outsourced Human Resources, payroll, tax and benefits administration $9 billion in revenue Over 585,000 clients Fortune 300 company

One of Fortune’s “Most Admired” 1 of only 4 U.S. companies with AAA-ratings from

both Moody’s and Standard & Poor’s

ADP Dealer Services DivisionDealer management systems and layered applications such as Digital Marketing, CRM, and IP Telephony $1.25 billion (F*) in revenue Over 30 years of experience 6,500 associates worldwide

2,000+ dedicated to client services and support

*FY’10 Forecast

ADP Dealer Services Corporate Headquarters

Hoffman Estates, IL

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ADP Dealer Services – Global Footprint

ADP Presence

Largest Global DMS Provider with nearly 27,000 clients in over 90 countries

North America | Latin America | Europe | Asia | Africa | Australia / Oceania

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Truck (buses, semi’s)

Agriculture and Heavy

Equipment

Marine, RV (mobile/trailer),

Motorcycle

North American Dealer Segments

Branded:

Branded:

Auto and Light Truck

Construction Equipment, Farming/Ag. Caterpillar, John Deere etc.

Currently Branded:

Currently Branded:

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Other Companies/Brands ADP-DS Markets

Front end Consultants 20 Groups, Stats

Open Dealer Exchange:Joint Venture with our main DMS competitor, Reynolds:

Branded: ODE

Digital MotorWorks:Provides data and solutions to OEMs and Third Parties.

Branded: DMi

Improve Marketing

Effectiveness

Computer Vehicle Registration:Joint Venture with our main DMS competitor, Reynolds:

Branded: CVR

Improve Marketing

Effectiveness

Dealer Office Xpress:Joint Venture with ADP and Standard Register.(Laser, forms, tags etc.)

Branded: DOX

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Guiding Principles

Help our clients sell vehicles, parts and service profitably.


Bring our clients and their customers together for life, wherever they are,by delivering an exceptional experience with a local touch.



Innovative product, sales and service leadership that allows us to deliver reliable, easy-to-use, scalable solutions that transform the way vehicles are marketed, sold and serviced.




Integrity in everything Expertise Unrelenting commitment to

client service excellence Innovations that make a difference

Each person counts Results-oriented Social responsibility




Integrity in everything

Expertise

Unrelenting commitment to client service excellence

Innovations that make a difference

Each person counts

Results-oriented

Social responsibility

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Top Dealer Groups in North America

Source: Ward’s Dealer Business

ADP Dealer Services is contracted with 8 out of 10 of the top dealer groups in the U.S. and is the sole source DMS provider for 7 of the top 10.

AutoNation, Inc. Penske CarMax Sonic Automotive Group 1 Automotive, Inc. Van Tuyl Hendrick Asbury Holman Enterprises Larry H. Miller Group

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ADP Dealer Services – Breadth of Solutions Focused on helping dealers and manufacturers use technology to increase

efficiency and driving results throughout every area of the dealership

Segments

Auto MarinePowerSportsHeavy Truck RV Heavy Equip Agriculture

Dealer Mgmt

Systems

Digital Marketing incl Social

Media

Mobile IP Telephony Networking Business

IntelligenceBusiness Process

Outsourcing

Key Solutions

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GENERATE TRAFFIC

MANAGE CUSTOMERS

TRANSACT BUSINESS

YOU DO IT

WE HELP

Desking

Menu F&I

Credit

Digital ContractingCRM

Campaigns BDCLead Mgmt

Vehicle Mgmt

WebsitesDigital Marketing

Websites MarketingLead Mgmt

Hosted PhoneDir MailDataFresh

Vehicle Online

Business OnlineFinance Online Service Online

Quotes Online Trade Online

Managed Campaigns

Loyalty Solutions

Digital Advertising

CallTracking

VirtualMktgRep

eNewsletter

Live Chat

Social Media / Rep Mgt

WE DO IT

Sell Cars, Parts and Service Profitably – Front-End Solutions

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Sales Campaigns

Mobile Site

Service CampaignsFinance Campaigns SEM, SEO Social Media

Total Digital Solution

AttractDigital Advertising

Display, Behavioral,SEM, SEO

ConvertWebsite SolutionsWebsites, Mobile Sites,

Call Tracking, Chat

TransactBusiness OnlineVehicle, Quotes, Trade,

Finance, Service

RetainCustomer Loyalty

BuzzTrack, BuzzMail, eNewsletter

VehicleOnline

FinanceOnline

TradeOnline

QuotesOnline

ServiceOnline

Websites

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Your brand is already out there…whether or not you choose

to participate

IT’S HUGE>> Over 400 million users on Facebook

…using it every day

INCREASINGLY DIVERSE >> Mothers & English-speaking

Hispanic populations arefast growing user segments

IT’S RELEVANT >> Google indexes social content

Complements eMail & Search Marketing

IT’S WHERE BUYERS ARE >> #1 site visited by auto buyers in July ‘09?

…was Facebook

SO… WHAT’S YOUR STRATEGY?

Social Media / Reputation Management

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1) Lots of Sites Keeping up with all the Social Sites

Knowledge: New sites always pop up. How many should I use? Which ones?

Productivity: How do I effectively participate without affecting productivity?

2) Lots of Content Producing enough quality content in all of the Social Sites

Quality: Stale or irrelevant content turns off users. How do I get good content and control quality?

Productivity: How do I create good content regularly without an impact on employee productivity?

3) Two-Edged Sword Awareness and managing of negative commentary

Awareness: How will I know when negative content is posted?

Skill Set: What should I do when negative content appears?

The Challenges

Companies cite “Lack of Knowledgeable Staff” as #1 impediment to using Social Media more effectively as part of their advertising mix Marketing Sherpa, Dec 2008

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Social is Different… Social users turn away from a site in

droves if they perceive their just being marketed to

Social users are looking for relevant information and engagement

Simply putting inventory listings on your social site page does little to truly engage social users …and it may turn them off entirely

There’s a whole universe of social sites and more emerging all the time …a single page is hardly enough

Comprehensive Social Media Strategy

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Social Media / Reputation ManagementComplete Social Marketing Team

ADP Social Marketing Professional Dedicated to your account

Social Marketing Representative (SoMAR)

SoMAR’s role:

AdjustPlan ReportExecute

SoMAR

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Social Marketing / Reputation ManagementComplete Social Marketing Team

Professional Execution Social Marketing skill set

Complete Social Marketing Team

AdjustPlan ReportExecute

SoMAR

Design Configuration SalesTraining

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DealershipSocial

Network Site

Dealership Community Strategy

The hub of a Hub-&-Spoke SM/RM Strategy

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Services Managed For You

Brand registration services

Managing social profiles

Brand monitoring

Social relevancy monitoring

Reporting and alerts multiple times per day

100s of social networks

Social Network Management

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Dealer Message – Dealer Control Civic activities Local interests Vehicle discussions Dealership happenings

RSS Feeds Managed by ADP OEMs Enthusiast sites Video / photo feeds

Positive UGC Systemic process Lots of positive UGC Content analysis & syndication Brand Monitoring

Over 200 Ancira Employees participate in community

Employee Participation

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DealerRater Certification Encourage / solicit

consumer feedback at time of delivery

Post positive reviews to Dealer’s Community Site

Amplify the message by publishing to all social sites

Any negative reviews send alert to dealer and your social media pro

10-day hold on posting enabling dealer to engage and rectify

BZ Social Media Pro provides Brand Monitoring service of dealer brand on all social sites to raise dealer awareness

Amplify The Positive – Consumer Feedback

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Birth of a CommunityADP Builds Ancira Auto Community Site

Dealer personnel set-up profilesGet engaged

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Case Study: Ancira Auto Group

Registration / PublicationSite Registered in 120 Social Venues

Will you be my Facebook friend?

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Dealer InformationAncira Crafts Their Message

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Syndicated ContentRelevant Info From Other Sources

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Local InterestHighlight Ancira’s Civic Leadership

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User ContentFun Stuff For Customers

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21Results Made EasySM

Case Study: Ancira Auto Group – Stellar Results

“I am absolutely blown away that you not only responded… but that you use social media”

“I will be happy to explain to everyone the fantastic service I received…”

Positive customer feedback

Search Engine Results

Brand Name Search Returns10 pages of

Ancira content

Consumer response

ancira dodge san antonio

22Results Made EasySM

Thank You