AVV - Applied Virtual Vision

Internet Sales Management

• What Is ISM?
• FAQ
• Tech Support
• Suggestions
• View Demo

Auto Download Services

• What Is ADS?
• FAQ
• Download Info
• View Examples
• Tech Support
• Suggestions

SITE MAINTENANCE

EMPLOYMENT

PRODUCTS•• ABOUT US•• WEBCONTROL•• CONTACT US•• HOME

I-CRM - Customer Relationship Management
As customers gain control of their buying experience through the access of automobile information from a variety of sources, dealerships need to improve their one-to-one relationship with the customer. This requires a current understanding of each individual through a centralized repository of customer information. In a recent University of Michigan study both manufactures and dealers agreed that the salesperson of the future will evolve into a position of product expert and relationship manager. To facilitate this evolution a data warehouse of customer information must be made available from he showroom to the parts and service department. Tools for a effective customer and prospect follow-up campaign will be critical for success. AVV's Customer Relationship Management system, I-CRM compiles customer information into a data warehouse from every point between the customer and the dealership. Individual customer profiles include information from the initial sale along with their service history and personal preferences.
	Contact Process Control Dealership follow-up processes automatically establish a predefined contact schedule for each customer. A system utility allows management to design a contact schedule such as: 7 days after sale Salesperson follow up call 30 days after sale GM thank you letter/e-mail 45 days after sale Customer Survey 50 days after sale Salesperson Referral telephone call 1 year after sale Anniversary letter 33 mo. after sale Lease expiration telephone call In addition, a follow-up contact is scheduled each time a repair order is closed in the service department. Daily Activity Plan A "daily planner" lists tasks to be completed each day for your individual salespeople. Current sales prospect activities, future off lease vehicle customers and follow-up calls to customers who recently visited the dealership's service department are a few of the actions that will appear on each daily work plan. The Daily Activity Plan can be viewed on a PC or printed and distributed to the salespeople. Each completed action is entered into the I-CRM Customer Notes by the salesperson or a sales administrative assistant. The customer contact records are immediately updated and made available to everyone using the system.
Sales Management Integration The dealership also needs to recognize a past customer when they come back to the dealership to buy their next vehicle. I-CRM automatically notifies a user upon input into any of the WebControl applications such as Internet Sales Management. A user just clicks a button and it will display the complete sales and service history along with any contacts that occurred with that customer. DMS Integration Customer files that are created on your ADP or Reynolds & Reynolds system are automatically integrated into I-CRM. Initial sales data from F&I and repair order (RO) data from Service Invoicing are incorporated into I-CRM to complete the customer profile. A completed repair order also triggers a I-CRM process that schedules an action for the assigned salesperson. The day after the RO is closed, a phone contact will be shown on the salesperson's daily planner. Import Data Files Dealerships who use the new "personal web pages" from companies like MyCarPage.com can integrate or download all email service reminders sent to their customers. I-CRM can accept these data records and add these contacts into the customer records. Prospect Mining Special marketing campaigns can be initiated outside of the standard Contact Process established by management. A "data mining" interface allows you to select customer files based on a variety of selection criteria. For example, you could select all customers who have owned a Dodge Caravan for longer than 24 months and inform them of new rebates on the new 2001 Caravan. An e-mail could be sent or a file could be exported to disk and sent to a direct mail fulfillment company. Comprehensive Reporting I-CRM gives Managers reports that can easily identify developing "situations" before they become major problems. Salespeople will appreciate tools for solidifying customer relationships and better understanding their progress toward goals. Internet Application Pricing Because I-CRM is a Internet delivered service the initial cost of computer hardware, networks and software is eliminated. All you need to get started is an Internet connection and a PC. In addition the hassle of upgrading or installing enhancements is eliminated.

PRODUCTS | ABOUT US | WEBCONTROL | CONTACT US | HOME

© Copyright 2008 Dominion Enterprises