Driving Business ContinuityFacing New Challenges with New CRM Strategies

Tiea Roper, Senior Performance Manager

VinSolutions

Challenge Accepted

“Customers who buy right now won’t go back”

Opportunity Awaits

“I have to equip myself and team for the shift”

Agenda

• Employee Adjustments

• System and Process modifications

• Management Strategies

• Customer Communications Tactics

• Back-to-Business Initiative

Employee Adjustments

• Modify your new lead strategy where needed• For an “all hands on deck” approach consider a lead

bucket

• Create groups in your CRM easily identify furloughed versus active employees

• Edit their access level as needed

• Modify alert notifications• Implement a plan for their active customers

System Settings

• Dealer and Employee hours

• Modify IP security settings

• Call forwarding – Voicemail adjustments

Process Adjustments

• Create a “temporary” custom process

• Utilize the custom status options

• Create or modify your auto messaging* • Email – Text – Auto responder processes

*A Performance manager can provide example process and templates

Communication Strategy

• Remain social!

• Update Google and your Website

• Use the CRM to engage through personal

or auto response text and emails

• CRM email campaigns should be strategic

and relevant to that customer at that time!

ManagementStrategy

• Check your “Desk Log” for all new

opportunities

• “Unanswered Emails and Text Replies”

report

• Review it often – This can also be

auto-emailed to leadership daily

• Showroom visit log

Back-to-Business Initiative

0% Financing

Deferred Payments

Employee Pricing

Lease Return Promotions

Opportunity Checklist

• Lease prospect list

• Custom status filters

• Coaching Dashboard

• Automotive Intelligence

• Active without follow-up report

Automotive Intelligence (AI)

Coaching Dashboard

• Roll out/back your updated processes• Internet • Phone• Unsold Visit

• Reinforce your connection strategy• Call

• Text• Chat• Video

Action Plan

• Schedule a call with your Performance Manager

• Review and update customer engagement - accountability -sales strategy

• Execute – Review – Revise

THANK YOUTiea.roper@coxautoinc.com

Please look out for a copy of the checklist in your email