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SM TMS/ADP Meeting Ecommerce discussions Sept 24, 2009

Toyota Scion Lexus and ADP

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SM

TMS/ADP Meeting

Ecommerce discussions

Sept 24, 2009

SM

ADP/TMS Dealer Network Solutions

Introductions

Presentations/Discussions: Dashboard Solution, Best

Practices process, Digital Marketing/Advertising,

Ecommerace

ADP a Service Provider vs a DMS provider

One throat to choke – integration at the OEM level same

as the Consolidators… Lithia, AN

Reduce redundancies and crossing over of solutions

Enterprise agreement-Earn Back/Commissons. Approx

$4Mil billing today. Earn back 5 - 10%. The power of one

source.

SM

Over 1,500 Performance Group members (automotive and non-automotive)

Consulting and training for business management, profitability, all aspects of

retail sales and fixed operations

Data extraction, financial analysis, composites and reporting

– Under contract to process close to 5,000 financial statements monthly

(all DMS providers)

– 1,600-2,000 automated edits and detailed Business Analyst review

– Development of standardized financial reporting, charts of accounts,

financial statements and electronic data submission

– webComposite financial analysis and benchmarking solution

Composite supplier to National Automobile Dealer Association

Current automotive engagements: Honda, Acura, General Motors,

Mercedes-Benz, Mazda, Subaru, Volvo/Mack Truck, smart and Suzuki

Non-automotive engagements: Sea Ray, Freedom Roads, Recreational

Vehicles, Marinas (ABBRA), Motorcycles, Outdoor Sports, Hardware

SM

Business Intelligence Benefits

Deep experience and expertise regarding Dealer and

manufacturer performance drivers

Ability to pull data from all Dealer Management Systems,

providing daily and real-time updates

Data purification and normalization:

– Common labor operations

– Electronic edits and Call Center for Dealer data correction

Integrating and reporting data from DMS, internal and

third-party sources

Guided problem-solving and “What if” scenarios

Training and consulting expertise in all dealership

processes

SM

Business Intelligence Benefits

http://demo.idashboards.com/idashboards60/

SM

7

Questions and Discussion

SM

Toyota Motor SalesDigital Marketing and Dealer Performance

SM

9

The quality of the Client Experience is critical!

The Follow-up over 90 days

-Still in the buying cycle

The Disengaged 90 days plus

- Re-engaging Customers

The Quality of the Call

- Off the Website

- Consistent Experience

One

Response 30

days

Multiple

Responses

30 days

60 day

Follow-up90 Days

Key elements for ILM:

The First Response (One Response)

- Speed is important

- Quality is CRITICAL

The Engagement (Multiple Response)

- Volley for a solid appointment

The Follow-up over 60 days

- Keeping engaged till the lead sells

4% 8% 10% 11% 18%

+ 90

days

13%

Call

Quality

SM

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Today’s Customer Experience

10

In this sampling 6 out of 7 of Toyota’s Import competitors had more client interaction

8264

76 80100 100

80

55

62

49

59 46

71 67

40

55

42

30

47

26

5750

20 37

18

12

35

13

1450

20 0

0

50

100

150

200

250

300

A Toyota B C D E F G

Multiple Responses

45 days

30 days

21 days

14 days

This shopping was based on a sampling from 4 regions of 100 stores each brand same market

SM

Solutions – Process/Skills/Management/Measuring

SM

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Recommendations

SM

Internet Lead Close Rates Increase by 50% when any 4 of the 5 Key Drivers are Experienced by Consumer

Ten years ago, many of us debated about what the most effective lead management processes were… Today, we know exactly what drives higher closing ratios based on RDR to Lead Match-Backs combined with customer experience survey data

SM

14

Keys for Success

44% 41% 43% 43% 46%

28.2%30.8%

25.3%27.0%

49.6%

11.6% 11.4%8.9% 9.3%

10.6%

0%

10%

20%

30%

40%

50%

60%

Apr May Jun Jul Aug

Percent Receiving 4 or 5 Key Drivers

Close Rate w/ 4 or 5 Key Drivers

National Close Rate

SM

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The Right Measurements are Critically Important

SM

Dealer Overview

Lead Response Time

Leads Details Report

Resources - Metrics

SM

Dealer Overview - OEM Sourced Leads

SM

Dealer Overview – 30 Day Match

SM

Dealer Overview – 60 Day Match

SM

Dealer Overview – 180 Day Match

SM

Dealer Overview – Long Term Follow Up

20 Sales in 30 Days

25 Sales in 60 Days

29 Sales for 180 Days

50% of your customers purchase after 10 Days

SM

Dealer Overview – Lost Sales

SM

The shopping process takes about three months for the average AIU

Source: 2007 J.D. Power and Associates New Autoshopper.com Study

Based to AIUs

SM

Lead Response Time – LRT (Updated Nightly”

SM

Lead Details

SM

Lead Details

SM

4.9%

4.2%4.0%

5.4%

5.1%

4.3%

4.0%

4.4% 4.5%

6.9%

7.2%

6.5%

6.2%

7.4%

7.7%

6.1%

5.3%

5.9%

6.4%

8.5%

0%

1%

2%

3%

4%

5%

6%

7%

8%

9%

May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09

Lead Close Rate Un-Trained vs ADP Trained

Untrained ADP Trained

SM

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It’s not all about the lead

0%

20%

40%

60%

80%

2004 2005 2006 2007

Online New Car Shopper as % of Total Buyers

Email Lead Requestors as % of Total Buyers

64%

20%

67%

21%

68%

21%

71%

22%

Source: 2007 J.D. Power and Associates New Autoshopper.com Study

Based to AIUs