Customer First Presentation 2012
description
Transcript of Customer First Presentation 2012
Benefits:•Improves operational efficiency•Eliminates missed communication•Increases customer retention•Reclaimed revenue by bringing back lost souls•Promotes and solidifies brand awareness
Marketing Database
OEM/Other Data Feeds DMS
Service RemindersService mailersSell Parts & AccessoriesAd hoc service reminders
Direct MailDirect Mail
Service mailersE-NewslettersE-BrochuresVehicle is ready
Standard E-mailStandard E-mail
OEM supplied videoDealer introductionProduct featuresService departmentCustomer satisfaction
Video E-mailVideo E-mailSales satisfaction surveyService satisfactionPermission marketingConsumer preferencemeasurements
E-mail SurveysE-mail SurveysLive Agent callDay or eveningService follow upSales communications
Live CallLive Call Accumulate pointsDealer designates pointsNo dealer effort neededLoyalty cardsIntegrated with personalized webpage's
Loyalty Loyalty ProgramProgram
Service remindersService follow-upRecorded in Dealer or celebrity voice
Telephone MessagingTelephone Messaging
OEM brandedService appointmentsCustomer surveysLanding PWP
Personal Web PagesPersonal Web Pages
Customer First– The Only Completely Integrated Customer First– The Only Completely Integrated SolutionSolution
Thank you for Purchase
Day 1
Thank you for Purchase
Day 1
Process Repeats Itself
Sample Customer Contact Path
Welcome to Service
Day 7
Welcome to Service
Day 7
Service Reminder
14 days before due date
Service Reminder
14 days before due date
Reminder Call
1 Day before appointment
Reminder Call
1 Day before appointment
Service CSI
24 Hours after service visit
Service CSI
24 Hours after service visit
Overdue Service Reminder
14 days after due date
Overdue Service Reminder
14 days after due date
Email/ Automated Call
Live Call
Vehicle Purchase
Appointment Confirmed?
YES
Appointment Confirmed?
NO
Customer Show?
YES
Follow up call from dealership
1 day later
Follow up call from dealership
1 day later
Lost Souls Marketing
Dealership or PBS
(12 months since last visit)
Lost Souls Marketing
Dealership or PBS
(12 months since last visit)
Declined Service Worksheet
Declined Services Worksheet
Dealership Name Dealer XYZManager's Name Barney
Average number of RO's per month 750Percentage of RO's that would receive an inspection 85%Average number of Inspections per month 638Average number of additional recommended services per inspection 2Estimated number of additional recommended services per month 1275
Percentage of additional services declined 45%Total numbers declined service per month 574Average cost of a declined service 300.00$
TOTAL POTENTIAL REVENUE FROM DECLINED SERVICES 172,125.00$
Potential recapture with marketing plan & Incentives 15%
ESTIMATED SERVICE REVENUE INCREASE WITH MARKETING PLAN 25,818.75$ Profit Margin on Customer pay 59%POTENTIAL MONTHLY PROFIT 15,233.06$
Lost Souls
Unique Video Email
Program utilizes video emails to inform and educate the customer
Unique to Customer First!
Dealership has option of recording videos with personal dealership touch
SAMPLE VIDEO EMAILS:
Declined Service Personal Web Page Why Service at the Dealership?
On-Line, Available 24X7, Print Them, Email , Download into ExcelDealer Reports- Screen Shots