Customer Relationship Management “Getting …crm.v-sept.com/GettingStartedGuide.pdfV-SEPT Customer...

Customer Relationship Management “Getting Started Guide”

By: V-SEPT, Inc.

Creation Date: March 2010

Last Updated: April 8th 2010

Version: 3.0

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”

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Contents

1. How to Login to My V-SEPT CRM .................................................................................. 1

2. Dealership Setup ................................................................................................................. 2

3. Adding New Users ............................................................................................................. 3

4. Working My Daily Leads and Prospects ......................................................................... 5

5. Daily Routine for Managers – 5 Steps to Success ........................................................... 7

6. Daily Routine for Sales People – 5 Steps to Success ..................................................... 11

7. Technical Support ............................................................................................................. 17


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1. How to Login to My V-SEPT CRM

V-SEPT CRM is a Web Based application which allows you to login from any Internet enabled PC, Laptop, PDA, Smart Phone or i-Phone. We support Internet Explorer 6 & 7, Windows Mobile 5 & 6, Firefox and Safari web browsers. System Recommendations – PC or Macintosh Computer Windows XP, XP Professional, Vista, Windows 7 and Mac OS Internet Explorer 8, Firefox or Safari 1 Gig RAM High Speed Internet Access (DSL or Cable Modem) PDA and Cell Phone - Windows Mobile 5 or 6, i-Phone

Login URL for PC - http://DealerName.v-sept.com Login URL for PDA/Phone - http://DealerName.v-sept.com/pdahome/default.aspx

STANDARD LOGIN: From the initial login screen you will be prompted to enter your User Name and Password. Your user name and password will be whatever you were assigned by the manager who setup the user accounts. Generally the user name is your first initial and last name in lower case letters. (Example: John Smith = jsmith). Your password has been assigned to you by your manager.


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2. Dealership Setup

The First Time you login to the CRM application it is important to go into the Dealership Setup and enter your dealership information under “Dealership Preferences”. All other settings can remain at defaults until you attend the “V-SEPT CRM Training” class.

Step 1: Login into the CRM Application

Step 2: From the Main Dashboard click on “Control Panel” tab located at the top of the dashboard. (See Figure 1)

Figure 1: Main Dashboard Control Panel Section – Dealership Setup

Step 3: Select “Dealership Preferences” from the list

Step 4: Enter the Dealership Contact Information - Address, City, State, Zip, Phone, Time Zone (see Figure 2)

Step 5: Click on SAVE then return to Main Sales Dashboard by clicking on the “Dashboard” tab on the upper left corner of the page. All other settings should remain the same (Default) until you attend the Advance CRM Training class or speak to someone in technical support.

Figure 2: Dealerships Preferences Page


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3. Adding New Users

From the main DASHBOARD, click on the “Control Panel” Tab and then click on “User Manage” (See Figure 3.1)

Figure 3.1 – Main CRM Dashboard

Next, click on ADD USER icon . Under Add User you will enter the user’s name, username and password. Note: the User Name and Password are case sensitive, so be aware if you are using upper or lower case letters. Our suggestion is to use the First Initial and Last Name for User Names (example: John Smith = jsmith) (See Figure 3.2)

Figure 3.2: Adding a New User Name and Password

After user contact information has been entered you will need to select a ROLE for each user which corresponds to their position as the dealership. The role you select will also determine the level of access to CRM leads and reports. Sales People have limited access, Administrators have medium access and Management has full access.


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Sales People - Major Unit Sales P&A/Clothing Sales Major Unit + P&A/Clothing Sales Administrator - Supervisor/Admin / F&I Service Manager / Writer Management - Sales Manager Major Units Sales Manager P&A/Clothing General Manager All other settings should be left at Default until you attend the V-SEPT CRM Training class.


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4. Working My Daily Leads and Prospects

V-SEPT organizes your daily pre-sales follow-ups, after the sale reminders, Internet leads and scheduled activities in “My Day”. To view and work your daily “to do list” click on the icon “My Day” located at the upper right corner of your screen. (See Figure 4.1)

Figure 4.1 : Working your daily leads, after sale reminders, internet leads and scheduled activities in MY DAY section

Pre-sales Follow-ups – Click on the notes icon to view all previous notes entered into the deal. Click on the vehicle name to see the deal information page which also allows you to enter additional notes and schedule your next follow-up. Click on the prospect name to see all deals associated to the prospects. Click on the e-mail address to send the prospect an e-mail. Click on QNR icon to quickly log a note and reschedule your next follow-up. After the Sale Reminders – Click on the notes icon to view all previous notes entered into the deal. Click on the vehicle name to see the deal information page which also allows you to enter additional notes or schedule a referral activity. Click on the prospect name to see all deals associated to the prospects. Click on the e-mail address to send the prospect an e-mail. Click on QNR icon to quickly log a note and mark the reminder as complete. Activities – View current activities schedule by yourself or by other people for you. Click on the activity to change the status of the activity or add notes. Internet Deals – Click on the Internet deal to claim it and add notes or schedule a follow-up Marketing Material – Click on the marketing material created based on sales and service activity to print or e-mail letters to customers.


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V-SEPT organizes your manufacture prospect leads and paid prospect leads under the “Prospects” icon located in the upper right corner of the screen. (See Figure 4.2)

Figure 4.2 : Manufacture Prospect Leads and Paid Prospect Leads located in the “Prospects” section

Manufacture Leads – V-SEPT has established relationships with several manufactures to automatically provide you with leads from the OEM. Click on the CLAIM button to assign the lead to you. Follow-up with the lead as you normally would. Leads for Purchase – Powersports TV is one of the leading Powersports Lead Generation companies in the industry. They specialize in capturing leads through web pages, trade shows, videos and multi-media events. You can recognize a Powersports TV lead by the “Provider” listing and the “Buy” button next to the lead. There is no charge for this service to the dealership until you make a decision to use it. All you have to do is login to V-SEPT and view all the qualified leads right now. A sales person can purchase leads by clicking on the “BUY” button and entering their credit card information or a dealership can make a decision to purchase all qualified leads in there are (50 mile radius of dealership). This is a great way to get good qualified leads rather then spending thousands of dollars on hit-or-miss marketing campaigns.


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5. Daily Routine for Managers – 5 Steps to Success

Every day or at least twice a week (depending on volume) the sales manager needs to have a One-on-One meeting with each sales person to discuss the follow:

1 – Sales Dashboard Numbers

The purpose of reviewing the Open, Closed, Sold and Past Due numbers is to make sure the sales person is logging the minimum number of customers per day and making their follow-up calls. The national average in the Powersports Industry is to log 5 new leads per sales person per day worked.

To view the sales dashboard activity for each sales person, simply login as a manager (See Figure 5.1)

Figure 5.1: Main Sales Dashboard – Sales Activity for each Sales Person

Make sure the sales person does not have any Past Due Follow-ups or Past Due Activities. During this part of the meeting also make sure the sales person is logging the minimum number of new customers (Open Deals) per day.

2 – Daily Traffic Log for Past Days Worked

The Daily Traffic Log provides a grass roots view of what the sales person has done for past days worked. It will reveal all Phone Up, Internet and Walk-in traffic the sales person logged. It will also reveal all follow-up calls, e-mails and visits with customers indicating progress in the sales process, last notes entered and next follow-up appointment. (See Figure 5.2)


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During the One-on-One meeting the purpose of reviewing the traffic log is to look at yesterdays or week-to-dates traffic logged by the sales person. You are looking for minimum number of deals, accuracy of logging, progress in sales deals and next contact dates. By reviewing deals entered in past days worked you can add valuable in-site to the sales person on how to progress deals being worked.

Figure 5.2: Daily Traffic Log

The Traffic Log allows you to select a Start Date and Ending Date along with a specific sales person, so you can narrow the traffic log down to specific information required for the One-on-One meeting.

3 – Sales Activity Calendar

The sales activity calendar allows you to view a specific sales person “Activity Calendar” for the week and month. The purpose of reviewing the activity calendar in the One-on-One meeting is to see if the sales person has enough follow-ups scheduled to make their monthly sales goal. An Example would be a sales person has a 20 unit goal for the month of September and the activity calendar only show 12 follow-ups scheduled for the month. This is not nearly enough prospects to reach the monthly sales goal.

Another reason to view the sales activity calendar for each sales person in the One-on-One meeting is to review calls and appointments for today and tomorrow. You can provide valuable coaching to the sales person to get them mentally prepared for the calls and meetings coming up.

The Sales Activity Calendar can by found in the Dropdown Menu located on the sales dashboard. Once the calendar comes up you can choose which sales person you want to view and also select a Week or Month view. (See Figure 5.3)


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Figure 5.3: Sales Activity Calendar

Note: click on the scheduled activity to view all notes and deal information and user the Internet Explorer “BACK” button to move back and forth from the calendar to deal information.

4 – Printing automatically generated Letters

Part of the managers or administrators daily routine or weekly routine (depending on volume) is to print the automatically generated letters in the Marketing tool. V-SEPT will automatically generate Thank you for Considering Us Letters, Thank you for your Purchase Letters, Birthday Letters, Service Reminder Letters and Completed Service Letters. You also have the ability to generate your own letters based on sales and service activity.

To print or e-mail your letters simply click on the Marketing Tools tab. The system will show you how many letters are ready to be printed in each category. (See Figure 5.4)

Once you click on a letter you want to print the system will give you an option to e-Mail the letters or download the letters, envelopes and labels. You can also “Purge” the letters if you don’t want to send them out. (See Figure 5.5)

After you click on the download letters button it will use Adobe Reader on your computer to view the PDF letter files you just downloaded. You have the ability to print these letters to any printer.

For more information on using the CRM Letter Generation, Target Marketing and Mass Marketing Tools please attend one of the Advanced CRM Training classes.


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Figure 5.4: Marketing Letter Generation Tools

Figure 5.5: Letter Options (Download, e-Mail, Purge, Preview or Edit)

5 – Inspecting Sales Goals and Performance

V-SEPT gives a manager many reports to allow you to determine sales person performance. Sales Goal Report - allows a manager to see how each sales person is doing compared to their daily and monthly assigned goals. The manager can assign sales goals under the user name for each sales person. The national average for daily logged is 5, for close ration 8%-12%, for write-up ratios 30% or higher.

Dealership Snapshot Report – provides the manager with write-up ratios, close ratios and more for each sales person. It will also show the door swings vs. sales person logged.

Sales Activity Report – shows all the sales person’s logged prospects for the time frame of the report. This is a Great graphical report comparing each sales person’s performance.

Close Deal Report – shows the manager why deals are being lost. It will also show all abandoned deals and allow you to re-open the deal for additional follow-up.


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6. Daily Routine for Sales People – 5 Steps to Success

A sales person’s job is made much easier and more productive when following these simple steps on a daily basis. Below is the sales person’s daily routine using V-SEPT CRM.

1 – Daily Follow-up Calls / e-Mails

The first thing to do after logging into V-SEPT CRM is to click on the “MY DAY” button located on the top of your sales dashboard. The V-SEPT system will automatically display all of the customers who need to be called or e-mailed and made appointments for the day. (See Figure 6.1)

Pre-sales Follow-ups – Click on the notes icon to view all previous notes entered into the deal. Click on the vehicle name to see the deal information page which also allows you to enter additional notes and schedule your next follow-up. Click on the prospect name to see all deals associated to the prospects. Click on the e-mail address to send the prospect an e-mail. Click on QNR icon to quickly log a note and reschedule your next follow-up.

V-SEPT also provides a Quick Note – Reschedule feature which allows the sales person to quickly update the notes and reschedule a follow-up. Simply click on the QNR ICON next to the customers deal information and select a QNR that is appropriate.

Figure 6.1: Daily Pre-Sales Follow-ups, After the Sale Reminders, Internet Leads and Scheduled Activities


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2 – After Sales Reminder Calls

The second thing in your daily routine is to complete your “After the Sale Reminders” located in “MY DAY”. This will show you a list of all customers who purchased a machine from you in the past 4 Days, 25 Days and 17 Months or whatever timeframe your manager setup.

The purpose for following up after 4 days is to make sure the vehicle is running properly and if the customer has any friends or family that would like to buy. This is a great time to get a referral.

The purpose for following up after 25 days is to make sure everything is running good and the customer has received everything the dealer has promised. The manufacture survey is coming and you want to make sure the dealership gets a good CSI score.

The 17 Month reminder is a great time to see if the customer is ready to trade-up to a new unit. Motorcycle Industry Counsel survey numbers show that consumers who purchase Powersports vehicles will trade-up every 21 months, so you want to start talking to them at the 17 month timeframe.

After the Sale Reminders – Click on the notes icon to view all previous notes entered into the deal. Click on the vehicle name to see the deal information page which also allows you to enter additional notes or schedule a referral activity. Click on the prospect name to see all deals associated to the prospects. Click on the e-mail address to send the prospect an e-mail. Click on QNR icon to quickly log a note and mark the reminder as complete. (See Figure 6.2)

Figure 6.2: After the Sale Reminder Calls

Note: If a customer is not happy or has a problem with the machine, click on the vehicle name and then scroll down to the notes section of the deal. Click on Assign Activity and assign a task for someone appropriate to contact the customer to fix the problem.

3 – Log New Customers, Print Brochures, Look-up Vehicles

V-SEPT CRM provides a simple easy to use interface which allows a sales person to quickly log a new customer; whether it’s a walk-in, phone-up or Internet customer. Type in the Customers Name and Phone Number on the Main Sales Dashboard and then select the vehicle type the customer is interested in and then the deal information. There are four basic pieces of information you should gather from every customer. 1) Name, 2) Phone Number, 3) Type of Vehicle and 4) How did you hear about us (Source). (See Figure 6.3)


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Figure 6.3: Entering in a New Customer


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At the bottom of the Deal Information page enter in the notes of what the customer is interested in and the next follow-up date/time and type of follow-up (Phone, Face-to-Face, e-Mail)

V-SEPT CRM gives you the ability to print Sales Brochures for all major manufacture vehicles. (See Figure 6.4) This is a great tool to use to capture customer information. If the customer says “I am just looking” say great and then when they settle-in on a vehicle ask them if they want a brochure. The customer will say “Yes” and then ask them for their name and phone number so you can print off a custom sales brochure.

Most people will not mind giving you their name and phone number if you offer them a Product Brochure.

Figure 6.4: Printing a Sales Product Brochure or Sending a Video Brochure

4 – Scheduled Activities

V-SEPT CRM gives you the ability to schedule an activity outside of Pre-Sales Follow-ups and After the Sale Reminders. The purpose of scheduling an activity can be for referral follow-up, customer satisfaction issue, assigning an activity to a department manager to resolve a customer issue or a bike delivery. (see figure 6.5) Activities – View current activities schedule by yourself or by other people for you. Click on the activity to

change the status of the activity or add notes. Click on the add item icon to add another activity . You may assign an activity to anyone in the dealership and they will get an e-mail notification. Once you click on the activity you may add notes or change the status of the activity. The activity will appear on the Sales Activity Calendar and under MY DAY. (see figure 6.6)


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Figure 6.5: Scheduled Activities

Figure 6.6: Scheduled Activities

5 – Activity Calendar

The Sales Activity Calendar allows you to see all the follow-up and activities you have planned for the day, week and month. (see figure 6.7) It is important to view what follow-up is planned for the month. The national close ratio is around 8% - 12% so if you have to sell 20 units for the month, you need to have 200 follow-ups scheduled to hit your sales goal.

To view the details of an activity simply click on the person’s name and it will bring you to the Deal Information screen allowing you to edit, print or add notes to the deal.


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Figure 6.7: Sales Activity Calendar


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7. Technical Support

Maintenance –

V-SEPT will provide software updates about every 90 days with feature enhancement for all dealerships. Software bug patches will be released on an as needed basis. Updates and bug patches will be published to all dealerships automatically with no required interaction from the dealership.

Technical Support -

V-SEPT has dedicated technical support personnel to handle dealer questions and issues. We have a dedicated phone line for dealerships which will rotate calls between tech support personnel.

Dedicated Technical Support Line:

(800) 607-3217

Technical support coverage is available from 8:00am (EST) to 6:00pm (EST) Monday – Friday.

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