6 crm process execution cm - woodridge

CAPTURE CONTROL CONVERT RETAIN© 2004. The Reynolds and Reynolds Company

CONTACTManagement

CONTACT MANAGEMENT 1.4Dealership Showroom Process Step-By-Step Execution Manual


CONTACTManagement

Daily Utilization of Contact Management as a Daily Utilization of Contact Management as a Showroom traffic follow-up and Customer Showroom traffic follow-up and Customer

Relationship Management (CRM) application Relationship Management (CRM) application


CONTACTManagement

• A Web Based CRM Tool: Any Time, Any Place online access using broadband Internet connection and MS Internet Explorer 6.0+

• An Easy to Use Tool designed by Automotive dealership people working together with Reynolds application developers

• A highly customizable process and security model designed for dealer groups that use Reynolds ERA as their primary dealership management system…

• Highly Integrated with ERA’s customer database, vehicle inventory, Sales history, Service records, Accounting modules and more…

• A proven customer contact management solution that is currently deployed to over 500 dealerships throughout North America

• Supported by Reynolds and Reynolds Award winning Service and Support organization (TAC) and maintained by the Reynolds ASP hosting team using “state of the art” facilities and infrastructure for 7x24 reliability

What is Contact Management ?


CONTACTManagement

• Real-time bi-directional exchange of CRM-specific data between Contact Management (CM) and your ERA system

• Accurate and updated information on vehicles, customer records, sales transactions and Repair Orders

• New Clients entered into CM, either manually or via incoming Internet Leads, will automatically generate a name file record and customer number in ERA using the CM data (reduces keystroke data entry)

• CM provides users with ability to “push” sales opportunity (prospect) information into ERA’s F&I application using the “Create Deal” functionality in CM’s worksheet application… The ERA “Deal Number” is instantly sent back to the CM user that requested it

• Inventory changes in ERA are immediately reflected in CM, allowing users to focus sales activities on vehicles in stock

Contact Management And ERA Contact Management And ERA IntegrationIntegration


CONTACTManagement

Customer follow-up reminders in CM are sent to dealership employees through the use of daily work plans… These follow-up reminders can be automated using CM’s Event-Driven Schedules, the Processes within each Schedule and the Activities called for within each Process. A Schedule can be triggered in CM by transactions in ERA:

• Vehicles Sales• Conventional Finance Contracts• Leases• Cash Purchases

• Customer Repair Orders (service)



CONTACTManagement

In addition to ERA transactions, the follow-up Schedules in CM can be triggered by events that happen inside CM and relevant information is then transferred into ERA:

• Incoming Internet Leads•Customer Data goes into ERA•Vehicle Data (stock #) “Pushes” into ERA

• Incoming Sales Calls (telephony or data entry)

• Showroom Traffic (detects previous customers)



CONTACTManagement

• Contact Management “integrates” information to/from ERA F&I

• Two way integration between CM and ERA’s name file

• Vehicle inventory updates entered into ERA are sent to CM and your Reynolds web site from ERA on a Real-time basis

• Information on Sales History, Service History, Special Parts Orders, and Service Scheduling goes from ERA into CM

• Consumer and vehicle information from your Reynolds web site

goes into Contact Management which simultaneously checks your ERA system for previous customer records, then either matches

those records in CM, or creates a new customer record in ERA



CONTACTManagement

Unsold Showroom Follow-UpUnsold Showroom Follow-Up

The Showroom Sales Process is critical The Showroom Sales Process is critical to collecting Customer information, and to collecting Customer information, and then ensuring that it is entered into CM then ensuring that it is entered into CM so that a “Prospect” record so that a “Prospect” record (opportunity) is created inside the (opportunity) is created inside the Customer’s “Client Profile” in CM…Customer’s “Client Profile” in CM…Whether the “up” is attached to Whether the “up” is attached to an existing “Client Profile” in an existing “Client Profile” in CM, or a new client profile is CM, or a new client profile is created, the Prospect record created, the Prospect record in CM is what triggers an in CM is what triggers an “Unsold Follow-Up” schedule “Unsold Follow-Up” schedule that assigns “Activities” within that assigns “Activities” within the appropriate employee’s the appropriate employee’s daily work plan…daily work plan…


CONTACTManagement

CM Phase 1CM Phase 1 CM Phase 1CM Phase 1

Pase 1 CM Utilization ProgramPase 1 CM Utilization Program

Showroom Process, along with the Unsold Follow-Up generated, will be our Showroom Process, along with the Unsold Follow-Up generated, will be our initial focus for implementing the CM application. Employees effected will initial focus for implementing the CM application. Employees effected will include Sales Staff, BDC Staff, Sales Managers and Receptionists.include Sales Staff, BDC Staff, Sales Managers and Receptionists.


CONTACTManagement

Internet Process*

Phone Process*

Appointment Process*

Showroom Sales Process*

Follow up of Unsold floor*

Follow up of Unsold phone*

Follow up of Unsold Internet*

Follow up of Sold*Service Reminders

Service Prospecting

Service Follow up

Orphan Follow up

Conflict Resolution

Service Follow up

Lease Renewal*

Retail Renewal*

CM can Support the Following Processes:CM can Support the Following Processes:

Pre-CSI Survey Call


CONTACTManagement

ERAERA

Contact Contact ManagementManagement

Contact Management Starts by taking Contact Management Starts by taking Its Information Directly From ERAIts Information Directly From ERA

ERA F&IERA F&I

ERA ServiceERA Service

Name FileName File


CONTACTManagement

ERAERA


Contact Management Starts Follow-Up On Contact Management Starts Follow-Up On Previous Sold Customers - AutomaticallyPrevious Sold Customers - Automatically

24 Month Lease24 Month Lease

Joe Jones Joe Jones Leased 12 Leased 12

Months Ago Months Ago

12mn of 24 12mn of 24 Month Month

Follow UpFollow Up


CONTACTManagement

ERAERA


Contact Management And ERA Talk to Contact Management And ERA Talk to each other in Real Time!each other in Real Time!


CONTACTManagement

Login Screen is accessible via Internet Explorer 6.0+ using a Broadband Internet connection at:

https://www.gs.reyrey.com/

https://www.gs.reyrey.com/


CONTACTManagement

User Name CM Generated

Password: Customizable


CONTACTManagement


CONTACTManagement

Client and ProspectClient and ProspectManagementManagement


CONTACTManagement

Q: What Is A Client?Q: What Is A Client?

Q: What Is A Prospect?Q: What Is A Prospect?

A: CustomerA: Customer

A: OpportunityA: Opportunity


CONTACTManagement

Q: How do you find a previous customer in Q: How do you find a previous customer in Contact Management?Contact Management?

A: Start with the “Search For Client” field A: Start with the “Search For Client” field in the upper left corner of most CM in the upper left corner of most CM Screens… Enter the customer’s last name Screens… Enter the customer’s last name and then click on the “Go” button.and then click on the “Go” button.

Let’s take a close look at how that works in the next few pages…


CONTACTManagement


CONTACTManagement

11112222


CONTACTManagement


CONTACTManagement

Access to Client Screen Data for Access to Client Screen Data for each user in Contact Management each user in Contact Management is Governed By Security Settings is Governed By Security Settings and the User Profile assigned to the and the User Profile assigned to the person using Contact Managementperson using Contact Management

• General ManagersGeneral Managers• Sales ManagersSales Managers• BDC ManagersBDC Managers• SalespeopleSalespeople


CONTACTManagement


CONTACTManagement

Entering a New Prospect, or “floor up” in CM…Entering a New Prospect, or “floor up” in CM…

You will be dealing with Two situations:You will be dealing with Two situations:

1.1. Sales Opportunity (Prospect) with an Sales Opportunity (Prospect) with an existing customer (Client) who has a Client existing customer (Client) who has a Client profile record in your CM databaseprofile record in your CM database

2.2. Sales Opportunity (Prospect) with a Sales Opportunity (Prospect) with a customer who has never done business with customer who has never done business with Wood Automotive, and who is not in our Wood Automotive, and who is not in our database as a Clientdatabase as a Client


CONTACTManagement

There are several ways to enter a record of a customer visiting the dealership… In this section we will focus on two types of showroom visitors:

1. Customers with an existing Client Profile2. New Customers without any prior record in our system

The first step is to enter the customer’s last name, or Phone number in the “Search for Client” data field located in the upper left corner of the “Home” Screen.


CONTACTManagement

After typing the customer’s last name or Phone Number into the “Search for Client” field, click on the “Go” button to start CM’s search function, and to open up the “Search Client” screen in CM…


CONTACTManagement

If you see the customer, that’s great! It is a lot easier to enter a new “up” for an existing customer, than to create a new client profile from scratch… Be careful not to create a new client profile for an existing customer that is already in the system. Go ahead and click to place a check mark to the left of the customer’s name.


CONTACTManagement

When you select a previous customer by placing a check mark to the left of their name, Contact Management will display any previous “Prospects” (opportunities to do business) that are already in the system… If the customer is a “Be Back” from an existing “Prospect” you will want to avoid entering a new prospect, just add an “Activity” to the Prospect record that is still being worked… In this case, we have a new opportunity, so we must create a new prospect record. Click on the customer’s name.

Previous “Prospect” records for the customer selected let’s you know if they have been in recently, submitted an Internet Lead, or called the dealership before coming in… If your store is logging these events in CM

1 2


CONTACTManagement

After clicking on the client’s name, CM shows us the “Client Profile” record… From here we can add or edit any information based on what has been collected from the customer by the salesperson. In this case, we will add the customer’s business name and pager number, which the salesperson included on their Contact Card.


CONTACTManagement

2. After entering the new information to the customer’s existing Client Profile, I will need to “Save” by clicking on the save button in the upper menu bar.

1. Enter the new or updated information into the appropriate fields BEFORE creating the new Prospect record.

3. After saving the updated information, click on the “Prospects” dialogue box, which is a giant grey button at the top of the Client Profile, so that you can get into the Prospect records for this customer


CONTACTManagement 2. Click on the blue underlined

link “Click To Add a Prospect” if you want to create a new Prospect, and record a new opportunity to do business with this customer

1. When the Prospect screen first opens up, CM shows you a list of the most recent prospects, and pre-selects the newest one so you can see if the new “up” record is really part of an ongoing opportunity to sell a car… In this case, we have a new opportunity, so we will create a new Prospect record


CONTACTManagement 2. Check off the sales steps

that were completed during the customer’s visit to our dealership

1. Enter the details about this visit to our dealership by the customer… Such as salesperson, Type, source of the opportunity, the status of the deal… And a note describing what happened during the visits and anything else that might be important to other people looking at this Prospect record.


CONTACTManagement 1. After entering all the

information and notes regarding the customer’s visit to our dealership, click on the “Save” button near the top of the Prospects screen to create a new Prospect record (opportunity)


CONTACTManagement

1. Now that we have created the Prospect record (up, or opportunity), we see that the salesperson has listed a stock number of a vehicle we have in inventory that he is working a deal with the manager for this customer… So that we can attach the stock number to this customer, and send the deal to ERA for desking, let’s get into the “Worksheet”, attach the vehicle, then use “Create Deal” to get an ERA deal number


CONTACTManagement

1. When the “Worksheet” screen opens up, we can see any vehicles that have previously been attached to this client’s previous prospect records as being vehicle he was interested in… The stock number that the salesperson listed as the vehicle he is working a deal on is not listed, so clcik on the “Add” button near the top of the Worksheet section, this will allow us to either search through our inventory, or simply find the stock number the salesperson listed


CONTACTManagement

1

1. Enter the stock number the salesperson is working the deal on, into the “Stock #” field2. Click on the “Search” button near the top of the “Search Inventory” to pull that vehicle

up from the dealership’s inventory records3. Verify that the vehicle description matches what the salesperson wrote down, then place

a check mark to the left of the stock number to select this vehicle

2

3


CONTACTManagement

1. When you place a check mark to the left of the vehicle’s stock number, the “Add Selected” button activates near the top of the Search Inventory screen

2. Click on the “Add Selected” button near the top of the “Search Inventory” to attach that vehicle to the client’s worksheet record

2

1


CONTACTManagement

1. CM takes you back into the “Worksheet” screen, In order to activate the “Create Deal” button, you must place a check mark to the left of ONE (1) vehicle’s stock number, the “Create Deal” button activates near the top of the Worksheet screen… You may have to scroll down the “Desired Vehicle” window to find the stock number you just added, and if two stock numbers are checked, then the Create Deal button stays deactivated

2. Click on the “Create Deal” button near the top of the “Search Inventory” to send the Client and the vehicle selected to ERA so the deal can be worked by the desk manager

21


CONTACTManagement

1. CM takes you into the “Create Deal” screen, verify the correct salesperson has been selected, select whether it is going to be a Lease or Retail financing deal, and the lender, if one is anticipated

2. Click on the “Add” button to the right of the “Trades” header to enter a description of the customer’s possible trade-in vehicle

21


CONTACTManagement

1. CM takes you into the “Trade Vehicle” screen, enter all the relevant information you have about the customer’s trade-in vehicle, entering it in here saves the manager from needing to do it in ERA… Enter any notes or comments about the trade-in

2. If you have ACV and expected trade-in allowance information, enter it into the appropriate data field… VIN and Exact Mileage are very important to enter

21


CONTACTManagement

1. Click on the “Save” button near the top of the “Trade Vehicle” screen… The button will deactivate once you save the trade-in information, but you will not change screens

2. After you save the trade-in information, click on the “Go To” button to the left of the “Save” button and click on “Back” from the drop-down menu that appears

21


CONTACTManagement

1. Now that you are back in the “Create deal” screen, you should verify that the right unit is listed as the “Vehicle To Sell”

2. Verify that the right trade-in vehicle is selected within the “Trades” section with the check mark to the left of the year and make

3. Make sure all the information, such as Financial Institution, Sales Person, etc. is in the Financial Detail section… Then “Send” the deal to ERA

2

13


CONTACTManagement

1. Once you send the deal to the ERA system by using the Create Deal functionality, you can retrieve the ERA deal number from within you Inbox where ERA sends a Message to you with the new deal number… Click on the Inbox

1


CONTACTManagement

1 23

1. From within the Inbox screen, select “Messages” by clicking on the dot to the left of Messages

2. Since the message will be sent to the Salesperson who is attached to the deal, select his/her name from the “User” drop-down list

3. Click “Search” from the upper left side of the screen after checking off Messages and selecting the salesperson who was on the deal when you sent it


CONTACTManagement

1

1. We see our deal number in the Inbox section for Messages… The ERA deal Number is in the Messages subject line along with the customer’s name. You can open up the message, but it is really not necessary… A “Best Practice” would be to copy and past the ERA deal number into the notes within the Client’s Prospect record that generated this deal desking opportunity…


CONTACTManagement


Let’s take another look at entering a Prospect Let’s take another look at entering a Prospect (Opportunity) in CM:(Opportunity) in CM:

1.1. Sales Opportunity (Prospect) with an Sales Opportunity (Prospect) with an existing customer (Client) who has a Client existing customer (Client) who has a Client profile record in your CM databaseprofile record in your CM database


CONTACTManagement


CONTACTManagement

2222

1111


CONTACTManagement


CONTACTManagement

11112222


CONTACTManagement

1111

2222

3333


CONTACTManagement


CONTACTManagement


Let’s take another look at entering a Let’s take another look at entering a Prospect (Opportunity) in CM:Prospect (Opportunity) in CM:

2.2. Sales Opportunity (Prospect) with a Sales Opportunity (Prospect) with a customer who has never done business customer who has never done business with Wood Automotive, and who is not in with Wood Automotive, and who is not in our database as a Client…our database as a Client…


CONTACTManagement

1111

2222

3333


CONTACTManagement


CONTACTManagement

1111


CONTACTManagement

2222


CONTACTManagement

1111


CONTACTManagement

2222


CONTACTManagement

33


CONTACTManagement

1111

2222

3333


CONTACTManagement

112222


CONTACTManagement

Using the “Quick Add” Using the “Quick Add” ActivityActivity and and ClientClient shortcut functions to quickly shortcut functions to quickly and easily enter ad hoc clients and and easily enter ad hoc clients and activitiesactivities

1.1. We will look at the Quick Add Client We will look at the Quick Add Client functionality firstfunctionality first


CONTACTManagement

The “Quick Add” section is The “Quick Add” section is located in the lower Left located in the lower Left

corner of the Contact corner of the Contact Management Home pageManagement Home page

The “Quick Add” section is The “Quick Add” section is located in the lower Left located in the lower Left

corner of the Contact corner of the Contact Management Home pageManagement Home page


CONTACTManagement

We will now click on the We will now click on the Quick Add “Client” link to Quick Add “Client” link to

take us into the shortcut take us into the shortcut screen for adding clients screen for adding clients

quickly to CMquickly to CM

We will now click on the We will now click on the Quick Add “Client” link to Quick Add “Client” link to

take us into the shortcut take us into the shortcut screen for adding clients screen for adding clients

quickly to CMquickly to CM


CONTACTManagement

1111


CONTACTManagement

3333

1111

2222


CONTACTManagement


CONTACTManagement

1111

2222

4444

3333


CONTACTManagement


CONTACTManagement

Using the “Quick Add” Using the “Quick Add” ActivityActivity and and ClientClient shortcut functions to quickly shortcut functions to quickly and easily enter ad hoc clients and and easily enter ad hoc clients and activitiesactivities

2.2. We now take a look at the Quick Add We now take a look at the Quick Add Activity functionActivity function


CONTACTManagement

1111

2222


CONTACTManagement

1111

33

2222


CONTACTManagement


CONTACTManagement

1111

2222

4444

3333

6 crm process execution cm - woodridge

Documents

reynolds era

stock contact management

eracontact management

era transactions

capture control convert

reynolds award winning

era integrationintegration

reynolds asp hosting