Trip Advisor and similar sites have done wonders to enable guests of hotels, resorts, and other vacation locations to rate these establishments and document their experiences. Likewise, community sites for automotive dealerships are popping up more and more where auto dealers and other dealership sales management can offer their input on various technology vendors in the automotive retail market.
Autobase and its automotive CRM, Internet Lead Management (ILM), and other products/services show up from time to time on such sites. We are ecstatic over the (currently)
94% vendor rating Autobase CRM has achieved on one particular community blog.
Following is one of the many dealer testimonials we have enjoyed reading ...
"I have been an Autobase user for quite some time and have experience using other CRM tools, by far Autobase is the best CRM product I have used. Being able to utilize the Save a Deal log has generated renevue for us that did not exit before Autobase. The ability of the system to keep my sales team in touch with their customers and actually "know" their customers is priceless. Our Regional Manager always providses support and provides us new ways of making money on each visit, by far the best Regional Manager I have dealt with. He is truly dedicated to making us a better dealership."
Got to love it!
by Steve Lausch
Yesterday I was the recipient of my mother’s first text message. My mom is likely the least tech savvy person on the continent, and for her to be sending text messages, well that is quite impressive, not to mention a sign of the times. When you stop for a moment and think about how communication has changed and evolved over time it is quite staggering. Everyone is texting now, and it has become part of our daily lives, but more importantly for Automotive Dealerships it’s a promising new sales tool and outlet medium for marketing and notification.
Using text messaging in conjunction with Auto CRM is an innovative way to drive sales and lead notification. I’m hard pressed to find an internet manager who doesn’t think there is a direct correlation between weblead response times and sold internet ups. I’m sure this is why Autobase CRM customers are so passionate about their weblead response times and SMS reminders! How can Auto Dealer CRM be used to deliver text messages as timely weblead reminder, or marketing message?
Here are a few ways Autobase (as the leading Automotive CRM solution) can deliver a timely text message reminder or marketing message:
- Sending out a text to tell a service customer their vehicle is read for pickup
- Sending an SMS when a new lead has been assigned to you
- Dispatching an SMS with customer information (email, vehicle of interest, etc..) when a new lead has been assigned to you
- Sending an SMS to notify you when you have not accepted a lead quickly enough, and it has been roundrobined away from you
- Sending out a text when a lead hits your weblead email account before it even comes into Autobase
- Any many marketing messages to come in “Project X” (Don’t worry, the cat will be out of the bag soon)
by Zach Thompson
I noticed that automotive consultant Jim Ziegler recently encouraged automobile dealers to drop the fear factor and get back to their processes. Certainly good advice at anytime, but certainly most important now.
Of course if your auto dealership uses Autobase CRM, your dealership sales management would have been exposed to this push to process from the earliest stages of your involvement with us. Our insistence on process begins with the sales contact at which time we spend considerable effort to learn how the dealer does business. In short, what are their processes? We then work to weave them into the fabric of our product where we can show that everything from the road to the sale, the Daily run, literally hundreds of settings that trigger events that reflect their schedule for everything from post visit contact to renewal contact. Along the way, we build a Save-a-Deal process, a managers review process, letters and forms library, an Internet Lead Management process, service scheduling marketing plans and reports , reports, reports and much more.
On top of that, our Dealer Services teams continue to process map for the auto dealer and our deployment, installation and technical support team’s work to keep the processes on track. Integral to this concept are the account managers and account analysts that keep the dealer focused on processes and the correct application of the same.
One of our earliest dealers once told me that when he hit his first patch of rough economic times, he immediately realized that our insistence on process was what recession-proofed his business. Sounds like good advice the current times doesn’t it?
by Phil Barras
If you are like most auto dealerships, the answer to the above question is “not very well”.
Besides being expensive, it’s near impossible to measure results. With the recent consolidation of dealerships, many service departments are bursting at the seams. Now more than ever there are valuable prospects visiting your service department that did not buy their vehicle at your store. What a perfect opportunity to properly start a sales cycle with these orphaned customers.
Many of the auto dealers using our automotive CRM system have found the best way to find some of these hot leads is to do a search of their customer database. For example, try a quick search of your entire database using these parameters:
1) Service customers who did not buy their vehicle at your dealership
2) Visited your Service department within the last 30 days
3) Over 75,000 miles on the odometer
4) Repair Order bill over $250.00 out of pocket
You might be surprised to see this number is larger than first thought. Why not have a “new model” introduction e-mail automatically generated when these customers get back home (using a strong permission-based email marketing solution, of course). Better yet, what a great time to drop these folks a well timed call. They already know who you are. Know where you are. They are a customer already. They have a high mileage vehicle. And repairs are starting to cost them out of pocket.
As a New Car Salesperson, I would much rather make a well timed, well informed call to these prospects than to follow up on a mailer. And by the way, these leads don’t cost a penny.
by Mike Niebling
Third party lead providers are great tools to help generate traffic in your showroom. But are these leads enough for your auto dealership? Customer retention is something that the average auto dealer may easily overlook. Some stores bring on a third party to assist with retention depriving them of that personal touch. Some may even cancel the service in a few months leaving the customers without contact.
For every four leads that hit your Internet Lead Management tool (ILM) there is at least one customer whose lease will be terminating in 3 months, had an exceptional experience with the salesperson, and services their car the dealership (and as a former Internet Manager, I will attest that ‘internet ups’ not always the easiest customers to reel in the door).
My question then is, "What is your game plan for customer retention?" Is it getting your Finance manager to pull a list of customers whose lease is up that month and calling them? Who actually keeps track of these calls? I traded my last car 2 years into a 3 year lease. Simply because of an amazing 0% promotion that actually lowered my payment. Had my old dealer contacted me they would have had a pretty good shot at getting me in the door. Customer retention should not focus on just leases. Customers whose payment method was cash, finance and loyal service customers are just as important.
One of the best features I absolutely love about the auto dealer CRM by Autobase is the Renewal Log. Lease, cash and finance customers are populated base on your process. I usually recommend 6 months prior to a lease end, 3 years after a cash deal, and 12 months before the financing term ends for items to appear on the Renewal Log.
While every customer in your database may not be a repeat buyer, using Autobase CRM can help tremendously in retaining them. Never let yourself be out of sight ... and out of mind.
by Laurie Simons
I once had a college professor who was a bit of a sarcastic cynic who felt that you had to be wary of charitable institutions that were fighting something (cancer, world hunger, the common cold) because you needed to realize that if they ever found a cure, they would be out of business. A somewhat skewed vision of the world but such are the inclinations of most cynics that I know. What I took from that is that they will never be done -- reminds me of Autobase CRM (but in a MUCH more positive way).
I remember serving auto dealers back in the days of our Autobase DOS product. Some of you may recall DOS from your visits to the Museum of Natural History (think Pong vs. Wii and that describes where Autobase has come from and where we are today).
We have some GREAT things brewing that will be revealed at NADA 2010 ... beyond that, it's an open book as yet unwritten, but you can believe that it will include the cutting edge of technology and keep us in the catbird seat of the industry. From our DOS days when we were virtually a simple shell that was an electronic file cabinet (but very high tech for the time) to the robust product of today.
Today our solution includes (among other things) showroom control features, a permission-based marketing suite, 70+ integrations, desking capabilities, digital marketing, newsletters, Internet lead management (ILM) ... as part of a TOTAL lead management system, and elements of every hot technology that can make a dealer more successful in today’s environment.
We are not done by a long shot, and we never will be either! Now get me some more Legos. I feel a product enhancement coming on!!!
by John Champeau
Yesterday, as I walked into a large Honda dealership, a sales person greeted me. I’ve seen him a couple times recently. This time he wanted to tell me his ideas to improve the auto dealer CRM software they were using. After every single one of his suggestions, my reply was always the same… "Great idea! But you can already do that!”
Then together we walked through the processes in his auto CRM software. He was amazed that the searches and the features he was seeking already lived right at his fingertips. I know it made his day to find a whole new source of leads. He started showing the other sales people in the showroom what he had discovered.
My question to him was “how long have you been here?” I was assuming the answer ranged anywhere from 2 weeks to 2 months. To my surprise he told me he had been there over 5 years. It occurred to me that even the experienced pros need to be frequently reminded of and shown all the benefits that exist in a high end sales and marketing solution, like Autobase CRM.
The salesman relayed the story to a couple of the sales managers at the tower who agreed that they do not take advantage of all the revenue streams available to them in their CRM. I showed them all the extensive on-line training that is available 24/7. Surprisingly no one in that large Honda store has taken advantage of it yet. And reminded them that they can turn to any Autobase employee for some guidance.
Bottom line is no matter how long you have been at a job, there is still plenty to be learned. It is up to all of us to seek out the help available.
by Mike Niebling
So your auto dealership just purchased an automotive CRM and everyone is excited; everyone except for you. Maybe you aren't as familiar with a computer. You believe your phone is your primary tool in the showroom. When you do come near a computer, you use two fingers to key everything.
If the CRM system your dealer has installed is Autobase, we have good news for you. though you may feel like you may get left behind, there is hope. Here are a few tips that will help ease your apprehension and chase away those CRM jitters:
- F1 Help – In order to feel comfortable with Autobase, you have to get to know Autobase. What better way to get to know it than through the Online Tutorial. F1 is the universal help button for any program. In Autobase F1 is an online tutorial that provides information from Adding A Client, Internet Leads Management. Using this option will prove to be beneficial.
- Ask for help – At your dealership, someone may have been designated as the Autobase Champion. Start looking to them for assistance.
- Work at your own pace – You know that you are not the computer star at your dealership and there is no reason you have to be. Autobase doesn’t require you to be a computer whiz or to type 55 words per minute. Just work at your own pace.
Tomorrow we'll look at a few more tips that will help you succeed with Autobase CRM.
by Tami Davis
I was reading an article in an automotive magazine by Mark LaNeve, GM’s Vice President of Vehicle Sales and Marketing, about a test program that GM is currently running with eBay and I started wondering: "Where is Internet Lead Management (ILM) headed?"
The article tells how potential automobile purchasers will be able to go to gm.ebay.com and browse the inventory for all GM dealerships located in California.
Not only will these Internet shoppers be able to see the new car inventory, but they will be able to compare prices, determine the value of their trades, chat with automotive sales experts, and even utilize eBay’s “Buy it Now” feature. A whole new approach to the common understanding of an automotive dealership.
Internet Lead Management (ILM) will continue to evolve in ways no one could have imagined years ago. Whichever way it turns, strong auto dealer CRM software should be supporting the ILM effort -- right on the cutting edge. Things are moving fast and this is no time for an auto dealership to be left behind.
by Johnny Ohl
A few days ago, I posted a blog on putting some creative ideas together with use of your Auto Dealer CRM software. Of course, if you're using Autobase CRM, it's got you covered for those days when your creative juices are flowing in abundance. Here are a few ways Auto CRM from Autobase can be used to "sell outside the box" ... and, yes, these are shameless plugs!
• Autobase Digital Marketing – Juice up your email correspondence with the components of our of hi-powered, digital marketing suite. Turn your old in-store "Why Buy Here?" presentation into a video email that drives traffic!
• Auto Sales Software - Use our Sales Center tool to track customer hobbies and interests and market toward these special interest groups. Then, have a car show, cigar bar party, or golf outing!
• Autobase Permission-based Marketing - Put our Business Solutions to work in concert with Sales Center CRM to create a targeted newsletter (or other customized webad), and track the deliverability of your message through detailed built in reporting within your Autobase Sales Solution!
• Business Development – Utilize the Autobase Loyalty Center or Virtual BDC (outsourced) to leverage your Autobase CRM solution further for lead management, follow-up, and appointment setting!
by Zach Thompson
I’m a car guy, if it’s got an engine I’m instantly in love. I’m sure my gear head roots will be a common theme on many of my blog posts moving forward. Maybe it is because of my love for cars that I find myself actually sympathizing with several tons of metal, while I watch some of the YouTube videos of guzzlers having salt and sand pumped through their veins until their hearts seize into a hunk of scrap.
Aside from my emotional response to the activity of disabling these vehicles, the fact remains that Cash for Clunkers could pose a challenge to the Used Car business. After all, the act of disabling clunkers is in fact depleting the countries inventory of used cars (especially trucks and SUVs) by destroying perhaps millions of vehicles. Moving forward, many dealers may be in for a real treat, when attempting to match prospects to used vehicles.
Automotive CRM, namely the dealership sales software from Autobase, utilizes Want List functionality, an extremely valuable tool that assists auto dealerships to instantly and seamlessly match an existing prospect in their database, to a vehicle in the car dealers inventory list. Once Autobase CRM matches a prospect to a vehicle, an email will be dispatched to the salesperson notifying them of the pending match possibility. This Want List functionality is a built-in tool included in your Autobase sales solutions.
With imminent challenges in locating used car inventory, Auto Dealer Software and lead management can be used to keep track of deal opportunities.
by Zach Thompson
Every now and then I drop in and see what's going on with the guys at www.drivingsales.com. They've built a pretty good resource for dealers, whether it's the networking, their newsletter articles, or the vendor ratings.
Vendor ratings can be a tricky animal. There are those few dealership sales and service managers who can't give a bad review and perhaps a few more who couldn't give a good one if they tried -- these, of course, are the exceptions. One the whole, though, you have to look for the trend, especially when higher numbers of reviews have been posted.
I am so pleased to watch the number of reviews grow on this site. And though we have not yet broken down our dealership technology into automotive sales software, business development products, dealership lead management, marketing solutions, etc ... we have seen 58 auto dealer professionals reach out (48 more than the runner up!) to give their honest opinion about us. And what have they said?
With 95% recommendation, the original CRM (since 1988) is still by far the one helping more dealers to drive more traffic, sell and service more vehicles, build more customer loyalty, and make more money. Thanks, Autobase customers! We appreciate the loud vote of confidence in the middle of the marketplace!
This past weekend was one of those weekends. One appointment backed up against another, and one to-do item overlapped with something else. My wife and I were at times moving on parallel tracks trying to successfully manage the weekend's events. If it wouldn't be for my DayTimer, I'd be loss -- plain and simple.
This kind of pace is experienced in auto dealerships across the country every day (can I get an "Amen" from someone out there in dealership sales management?) If you're using some form of automotive CRM in your auto dealership (of course, www.autobase.net we hope you've invested in Autobase CRM), you have the equivalent of my DayTimer at work ... hopefully, it's successfully managing the dealership's success in everything from traffic generation, lead management, variable and fixed ops business processes, as well as marketing for more of the same.
Auto Dealer CRM helps drive the processes that make your dealership profitable. It aligns everything you do against the specific business goals at your store. If you need something along the lines of this dealership software or if you need more from your current CRM system, check us out.
Hopefully, next weekend is a bit easier! :)
I once heard a very wise but very old and somewhat physically infirm man say that he tried to stay mentally young by learning something new each day. He said he greeted each new day dawning as a learning experience.
After ten years with Autobase, I try to learn something new about our auto dealer CRM software or our organization each day. Funny thing is that no matter how familiar you think you are with Autobase, I have no problem finding things I didn’t know (and invariably, I always seem to wish that I had found them earlier than I did!)
If you are looking for a good source document to help you keep abreast of capabilities and functions of Autobase, a good place to start is the product release notes that are generally published to all users a few days ahead of the actual release. Now, it's possible that you may discard this documentation or store it (with every intention to revisit it, but somehow you never do); but by doing so, you will have missed a great deal of highly beneficial information. In fact, it's possible you have already missed several opportunities to put the information to good use.
Here are some nuggets for today from our product documentation. For instance did you know that:
- Users have the ability to search by email address in the Internet Lead Management (ILM) side of the software?
- Salespeople will now have the Search functionality in the ILM?
- Users with multi-store access will now have the ability to sort and view leads for individual stores in the ILM?
- CARFAX integration is now available through the Inventory and Appraisal screens?
Now you know more than you did a moment ago and if this had really made you smarter, you made a note on your planner for tomorrow to look at four more items. Keep this up and by the weekend you should be smokin’ .. and so will your sales team when you show them what you know!
by John Champeau
Working with a technology company's Customer Support phone system and menu options work can certainly be a bit overwhelming at times. At Autobase, we've tried to make phone support for the nation's leading auto dealer CRM software as helpful and straightforward as possible.
When you call in for dealership CRM support, you are asked to select a number 1-8. You can Press 1 for Technical Support. This will direct you to your region’s Technical Analyst. The TA is able to help when something goes wrong … email is not sending; the program is showing an error; web leads are not coming in properly ... anything that just seems a bit “off.”
Secondly, you can Press 2 for How To and Usage Questions. This option will route you to your region’s Account Analyst. The AA is your “How To” specialists. They are the ones you want to speak to if you simply can’t remember how to do something or if you want to learn more about doing a particular task at your dealership.
The TAs and CAs are very professional and quite prompt in resolving issues; however, some days are busier than others. If you call and the recording tells you that there are a lot of people waiting in front of you, don’t be afraid to leave a message. The phone system is designed to use that message as your place holder, as if you never even hung up. When the TA or CA picks up your call, the message will play, and they will be prompted to call YOU back. They have no other option but to return your call. Help is on its way!
by Colleen Persic
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