Service Reminders Done Right - ProResponse, Inc. · PDF fileService Reminders Done Right with ProResponse! We make it easy to follow-up on all your warranty and customer pay! 9 Each

Service Reminders Done Right with ProResponse!

We make it easy to follow-up on all your warranty and customer pay!

Each evening we download from your In-House Reynolds & Reynolds or ADP system (UCS and other DMS data can also be extracted). All customer and R.O. information is then processed at our Operations Center in Phoenix, AZ. The very next morning you have a file waiting for you containing all of that day’s “Thank You for Servicing” letters from the previous day’s completed R.O.s. With the click of a button, you have the entire batch in your hand with preprinted envelopes, ready to be personally signed by the Service Advisor or Manager and mailed.

We provide the additional four-digits to the zip codes on your customers’ addresses for faster, one-day delivery.

Warranty customers are sent letters, on your letterhead, with your signature (an imprint of the factory survey on the letter if requested), thanking the customer for the opportunity to be of service.

A letter is sent to paying customers, as well as warranty customers, thanking them for allowing the dealership to repair their vehicle.

We will follow-up your customers with a series of service reminder letters, automatically triggered by our system starting 90 days after their last service visit, ensuring they return at the proper intervals.

Should a customer fail to return for service after the first reminder, our system automatically continues with the service reminder series the following month.

In our design of follow-up systems for both sales and service, one item is paramount in importance: The dealer and his personnel should not be involved in time consuming reporting and administration of the service. Our service follow-up & reminder programs are structured toward total simplicity at the dealership level. Our reports provide a comprehensive overview of all service reminder activity for a one month time period, as well as history-to-date summaries. ProResponse is one element in total customer satisfaction. The feedback from the letters will assist you in isolating potential problems and create a continual dialog between your service department and the customer. It will appear that the service manager has taken the time to write the letter asking if the work performed meets the criteria the customer expected.

Customer brings vehicle into dealership for a service visit.(Customer reminded that their next service is due in 90 days)

3 months + 1 week later*, customer receives the#1 – Service Reminder Postcard

(Oil & Filter Change Price Level A)

30 days later*, customer receives the#2 – Service Reminder Letter

(Oil & Filter Change Price Level A)


(Oil & Filter Change Price Level B)


(Oil & Filter Change Price Level C)

30 days later*, customer is reclassified asInactive and enters the Inactive/Prospective

Customer Service Reminder Series.

* If no service event recorded since last contact

Prospective Customer ServiceReminder sent with45 day expiration.


3 months later*,Prospective Customer Service

Reminder sent with45 day expiration.


3 months later*,Prospective Customer Service

Reminder sent with45 day expiration.


Inactive & Prospective

Service Customers

Current Service Customers

Progressive Motors of America 1234 Auto Park Blvd. Motor City, AZ 85201-4544 (800) 555-7890 www.progressivemotors.com

John and Mary Devlin 6360 East Thomas Road Suite 100 Scottsdale, AZ 85251-7024

VIN - JT2JA81L6P0001234

Important Information December 8, 2003 Dear John and Mary:

According to our records, your 2003 Chevrolet Impala was due for its 3 month/3,000 mile service on December 1, 2003.

As you know, having your vehicle serviced according to the manufacturer’s guidelines ensures you will have the very best driving experience because it will keep your vehicle running at the “peak performance” level you have come to expect.

Thanks again for allowing the Progressive Motors of America’s Team to service your 2003 Chevrolet Impala. Please give me a call at (800) 555-7890 x 789 so I can help you schedule a service visit that is convenient to your schedule.

Present this reminder when you arrive and we will perform an Oil & Filter Change for just $19.95, which includes a 27-point vehicle inspection.

Also, be sure to ask about our FREE Shuttle Service when you call! I look forward to hearing from you soon.

Best regards, Joe Wheel Joe Wheel Service Advisor [email protected]

EXAMPLE #4-2 Service Maintenance Reminder Series 3-Month Service Maintenance Reminder Postcard

(Sent 12-08-03 if the Next Service Date was 12-01-03 and no service event was recorded)

Progressive Motors of America1234 Auto Park Blvd.

Motor City, AZ 85201-4544(800) 555-7890

Service Dept. Hours:Monday – Friday 7:00 am – 6:00 pm

Saturday 8:00 am – 5:00 pm

DON’T FORGET TOBRING THIS CARD WITH

YOU!

FIRST CLASS PRESORT

U.S. POSTAGE PAID

PERMIT No.123 PHOENIX, AZ

Progressive Motors of America

1234 Auto Park Boulevard Motor City, AZ 85201-4544

(800) 555-7890 January 1, 2004 John and Mary Devlin 6360 East Thomas Road Suite 100 Scottsdale, AZ 85251-7024 Dear John and Mary: I need to remind you that your 2003 Chevrolet Impala was due for its Oil & Filter change and safety inspection back on December 1, 2003. Please call me at (800) 555-7890 x 789 and make an appointment so we can service your vehicle in a minimum amount of time. Present this reminder by January 31st and we will perform an Oil & Filter Change for just $19.95, which includes a 27-point, bumper-to-bumper vehicle inspection. Also, take a look at the Service Department specials we are currently running here at Progressive Motors of America (See reverse side for details). Here are a few helpful hints to keep your 2003 Chevrolet Impala in top operating condition. Each time you stop for fuel, the following tasks should be performed:

Check the engine oil level. Check the coolant level in the coolant recovery bottle. Check the windshield washer fluid. Check for low or under inflated tires.

Your vehicle is designed to give you many miles of trouble-free enjoyment. In order to assure your vehicle gives you the maximum value when it comes time to sell or trade, be sure and keep current on all the scheduled maintenance recommended in your owner’s manual. Our entire Progressive Motors of America service department is ready to answer any questions you have on keeping your vehicle in tip-top shape. Best regards, Joe Wheel Joe Wheel Service Advisor [email protected] P.S. Also, be sure to ask about our FREE Shuttle Service when you call! P.P.S Don’t forget to bring these valuable coupons with you!

Progressive Motors of America $19.95 LUBE, OIL & FILTER CHANGE

Just present this coupon upon arrival to receive a quality lube, oil and filter change for $17.99 (plus tax), performed by our ASE certified technicians! Offer valid only at Progressive Motors of America.

Recommended Service For: John and Mary Devlin

For Your: 2003 Chevrolet Impala

IMPORTANT! Your vehicle needs to be serviced every 3 months or every 3,000 miles, whichever comes

first! Call and make your appointment today!

SERVICE INCLUDES: Up to 5 quarts of

Quality oil*

Replacement of oil filter FREE 27-point vehicle

inspection Expires January 31, 2004 * Additional charge for synthetic oil.

\

EXAMPLE #4-3 Service Maintenance Reminder Series

#2 Service Reminder Letter (Sent 01-01-04 if the #1 Service

Reminder Postcard Date was 12-08-03 and no service event was recorded)

“BE SAFE” BRAKE INSPECTION

FREE BRAKE INSPECTION

Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America.

♦ COUPON EXPIRES JANUARY 31, 2004 ♦

SHOCKS & STRUTS COUPON

10% OFF Parts & Labor Only

Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive

Motors of America.


SPRING MAINTENANCE COUPON

ONLY $39.99 Service includes: oil & filter

change, 6 quarts of quality oil, and 27-point check to include

brakes, tires, belts, hoses, battery, transmission.

Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America.


WHEEL & TIRE SPECIAL Wheel Alignment & Tire Inspection

ONLY $44.99 Service includes: check and adjust camber and toe and

check tread depth and condition of all four tires. (Above price for two wheels.)



COOLING SYSTEM COUPON

$49.99 $89.99 Drain & Refill On Flush

Includes: drain & refill, pressure check cooling system, inspect serpentine drive belt.



EFI SERVICE COUPON FUEL INJECTOR SERVICE

$89.99 Improve your power &

performance! Service includes flush fuel injectors & adjust idle.



TIRE ROTATION & BALANCE

$9.99 $29.99



AUTOMATIC TRANSMISSION FLUID FLUSH

$49.99 $119.99 Drain & Refill Only Flush

Includes: change transmission/transaxle fluid, inspect & lubricate linkage & controls (where applicable), 100% fluid exchange and road test.




1234 Auto Park Boulevard Motor City, AZ 85201-4544 www.progressivemotors.com (800) 555-7890

SERVICE HOURS Monday – Friday 8:00 AM to 5:00 PM Saturday 7:00 AM to 6:00 PM Sunday –Closed

CALL FOR A SERVICE APPOINTMENT TODAY! Shuttle Service and Rental Cars (with advance reservations) are available!

FREE Car Wash with every service appointment!

INCL. FREE CAR WASH!

TIRE ROTATION

TIRE ROTATION& BALANCE


1234 Auto Park Boulevard Motor City, AZ 85201-4544

(800) 555-7890 April 1, 2004 John and Mary Devlin 6360 East Thomas Road Suite 100 Scottsdale, AZ 85251-7024 Dear John and Mary: According to our records, you have not been in to visit our service department within the last several months. We would like the opportunity to earn your business and hereby invite you to bring your 2003 Chevrolet Impala in for an Oil & Filter Change, along with the included 27-point safety inspection, all for just $9.95. It does not matter where you purchased your vehicle or had it serviced in the past. Our factory trained and certified technicians have the most state-of-the-art tools and facilities and will tend to all of your vehicle’s needs. Please call me today, or at your soonest opportunity at (800) 555-7890 x 789 to arrange a convenient appointment that fits your schedule. In addition to your Special $9.95 Oil & Filter Change, you may also want to take advantage of the specials we are currently running in our Service Department here at Progressive Motors. Please see the reverse side of this letter for a sampling of just some of the services we can provide.

• Did you know… Chevrolet recommends you change your oil and oil filter every 3 months or 3,000 miles, whichever comes first. Even if you only travel 200 miles per month, this is the factory recommended interval – do you know why?

• REASON: It is not just the oil breaking down that requires frequent changes, but the oil becoming contaminated with moisture, carbon particles and raw fuel. If a vehicle is only driven for a few miles per outing, it may never reach its normal operating temperature. When an engine is started cold the piston rings may not seat as well as they do when the engine is at operating temperature, thus small amounts of raw fuel may pass through the rings into the crankcase.

Your Chevrolet is designed to give you many years and many miles of trouble-free enjoyment. Provided the vehicle is maintained in accordance with the manufacturer’s guidelines, you should not have any problems. But if you do, we’re here to help! Best regards! Alan Wrench Alan Wrench Service Manager Email: [email protected] P.S. Also, be sure to ask about our FREE Shuttle Service when you call!

Progressive Motors of America SPECIAL $9.95 LUBE, OIL & FILTER CHANGE

Just present this coupon upon arrival to receive a quality lube, oil and filter change for $17.99 (plus tax), performed by our ASE certified technicians! Offer valid only at Progressive Motors of America.

Recommended Service For: John and Mary Devlin

For Your: 2003 Chevrolet Impala

IMPORTANT! Your vehicle needs to be serviced every 3 months or every 3,000 miles, whichever comes

first! Call and make your appointment today!

SERVICE INCLUDES: Up to 5 quarts of

Quality oil*

Replacement of oil filter FREE 27-point vehicle

inspection Expires May 15, 2004 * Additional charge for synthetic oil.

\

EXAMPLE #4-6 Service Maintenance Reminder Series #5 Service Reminder Letter for Prospective & Inactive Current

Service Customers (Sent once every 6 months)

“BE SAFE” BRAKE INSPECTION

FREE BRAKE INSPECTION

Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive Motors of America.

♦ COUPON EXPIRES MAY 15, 2004 ♦

SHOCKS & STRUTS COUPON

10% OFF Parts & Labor Only

Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons. Valid only at Progressive

Motors of America.


SPRING MAINTENANCE COUPON

ONLY $39.99 Service includes: oil & filter

change, 6 quarts of quality oil, and 27-point check to include

brakes, tires, belts, hoses, battery, transmission.



WHEEL & TIRE SPECIAL Wheel Alignment & Tire Inspection

ONLY $44.99 Service includes: check and adjust camber and toe and

check tread depth and condition of all four tires. (Above price for two wheels.)



COOLING SYSTEM COUPON


Includes: drain & refill, pressure check cooling system, inspect serpentine drive belt.Plus tax. Must present coupon at time of visit. Not valid with other specials or coupons.

Valid only at Progressive Motors of America.


EFI SERVICE COUPON FUEL INJECTOR SERVICE

$89.99 Improve your power &

performance! Service includes flush fuel injectors & adjust idle.



TIRE ROTATION & BALANCE

$9.99 $29.99



AUTOMATIC TRANSMISSION FLUID FLUSH


Includes: change transmission/transaxle fluid, inspect & lubricate linkage & controls (where applicable), 100% fluid exchange and road test.




1234 Auto Park Boulevard Motor City, AZ 85201-4544 www.progressivemotors.com (800) 555-7890

SERVICE HOURS Monday – Friday 8:00 AM to 5:00 PM Saturday 7:00 AM to 6:00 PM Sunday –Closed

CALL FOR A SERVICE APPOINTMENT TODAY! Shuttle Service and Rental Cars (with advance reservations) are available!

FREE Car Wash with every service appointment!

INCL. FREE CAR WASH!

TIRE ROTATION

TIRE ROTATION& BALANCE

SERVICE MANAGEMENT REPORTS

To provide statistical data and measurements to assist managers.

It is a given fact that you can’t manage what you can’t measure. Each of the Service Management Reports that are available through ProResponse is designed to provide critical information to management. This information will provide invaluable management tools with which you can better evaluate staff, work flow and customer maintenance and servicing patterns. ProResponse measures so that you can manage!

Types of Service Management Reports

1. Monthly Service Reminder Summary – Sorted by the type of service reminders sent in a given month, this report is broken down by specific customer classification and provides a complete accounting of letters mailed and resulting R.O.s generated. It also includes an accurate calculation to illustrate Advertising Cost per Repair Order Generated.

2. Summary by ZIP Code / Distance From Dealership – All of the service reminders sent during the month are broken down by postal ZIP Code and sorted by distance from dealership. This tool will allow factual-based results to allow the management enough information to customize the program to best suit their particular circumstances and the results of their location’s demographic.

3. Summary by Vehicle Model – Report contains a summary of all service reminders sent during a given month and their specific results, broken down by Vehicle Model.

4. Summary by Vehicle Year – Report contains a summary of all service reminders sent during a given month and their specific results, broken down by Vehicle Year.

5. Service Reminders History-To-Date – Complete recap of all service reminders sent History-to-Date for the dealership. Sorted by the type of service reminders sent, this report is broken down by specific customer classification and provides a complete accounting of letters mailed and resulting R.O.s generated. It also includes an accurate calculation to illustrate Advertising Cost per Repair Order Generated.

An example of each of these reports appears on the following pages for your reference.

Monthly Service Reminder Summary This Report shows service reminder letters sent last month.

Report compiled 01/03/2004 ©2003-2004 ProResponse, Inc. All Rights Reserved

Progressive Motors Service 12/01/2003-12/31/2003

Letter Description Customer Letters R.O.s Response Total Advert. Advert. Cost per Status Sent Generated Percent Cost* RO Generated Service Reminder #1 Current 1023 57 5.6% $664.95 $11.67 Service Reminder #2 Current 1102 82 7.4% $716.30 $8.74 Service Reminder #3 Current 984 58 5.9% $639.60 $11.03 Service Reminder #4 Current 1247 78 6.3% $810.55 $10.39 Sub Total Current 4356 275 6.3% $2831.40 $10.30 Service Reminder #1 Prospective 1126 58 5.2% $731.90 $12.62 Service Reminder #2 Prospective 1038 53 5.1% $674.70 $12.73 Service Reminder #3 Prospective 1149 62 5.4% $746.85 $12.05 Service Reminder #4 Prospective 1213 56 4.6% $788.45 $14.08 Sub Total Prospective 4526 229 5.1% $2941.90 $12.85 Grand Total 8882 504 5.7% $5773.30 $11.45

*Total Advertising Cost is based on a per letter price of $0.65

Summary by Zip Code This Report shows service reminder letters sent last month by Zip Code.



Zip

Dist

Letters

Sent

R.O.s

Generated

Response Percent

Accum Letters

Sent

Accum R.O.s

Generated

Accum Response Percent

85210 0 612 51 8.3% 612 51 8.3% 85211 2 713 62 8.7 1325 113 8.5 85282 2 758 41 5.4 2083 154 7.4 85228 2 633 46 7.3 2716 200 7.4 85240 3 671 17 2.5 3387 217 6.4 85242 3 513 51 9.9 3900 268 6.9 85034 4 602 43 7.1 4502 311 6.9 85033 4 636 61 4.9 5138 342 6.7 85234 4 212 10 4.7 5350 352 6.8 85424 4 412 13 3.2 5762 365 6.3 85233 4 485 14 2.9 6247 379 6.1 85212 5 313 27 8.6 6560 406 6.2 85232 5 401 21 5.2 6961 427 6.1 85423 5 412 31 7.5 7373 458 6.2 85222 5 142 8 5.6 7515 466 6.2 85333 5 52 3 5.8 7567 469 6.2 85444 5 178 7 3.9 7745 476 6.1 85555 5 212 1 0.5 7957 477 6.0 85645 5 10 0 0.0 7967 477 6.0 85457 6 45 0 0.0 8012 477 6.0 85732 6 123 4 3.5 8135 481 5.9 85025 6 120 2 1.7 8255 483 5.9 85065 6 71 3 4.2 8326 486 5.8 85036 6 142 13 9.6 8468 499 5.9 85035 7 133 0 0.0 8601 499 5.8 85045 7 104 1 1.0 8705 500 5.7 85021 7 57 3 5.3 8762 503 5.7 85202 7 73 0 0.0 8835 503 5.7 85244 8 14 0 0.0 8835 503 5.7 85037 8 33 1 3.0 8882 504 5.7

Total Sent 8882 Total Sold 504 Total Sold Percent 5.7%

Summary by Vehicle Model This Report shows existing customer service reminder letters sent last month.


Progressive Motors Service Current Customers

12/01/2003-12/31/2003

Vehicle Model

Letters Sent

R.O.s Generated

Response Percent

1500 137 11 8.0% 2500 143 22 15.4%

Avalanche 169 5 3.0% Blazer 737 51 6.9%

Camaro 716 63 8.8% Corvette 576 42 7.3% Impala 151 0 0.0% Lumina 822 39 4.7%

Silverado 427 28 6.6% Tahoe 478 14 2.9%

Total 4356 275 6.3%

Summary by Vehicle Year This report shows service reminder letters sent last month by vehicle year.



Vehicle

Year Letters

Sent R.O.s

Generated Response Percent

Vehicle Year

Letters Sent

R.O.s Generated

Response Percent

2004 79 13 16.5% 1993 472 14 3.0% 2003 732 72 9.8% 1992 435 13 3.0% 2002 881 52 5.9% 1991 397 11 2.8% 2001 662 61 9.2% 1990 289 8 2.8% 2000 642 45 7.0% 1989 274 0 0.0% 1999 583 48 8.2% 1988 222 6 2.7% 1998 492 39 7.9% 1987 247 3 1.2% 1997 506 31 6.1% 1986 205 5 2.4% 1996 476 36 7.6% 1985 235 4 1.7% 1995 463 29 6.3% 1984 73 1 1.4% 1994 464 12 2.6%

1983 53 1 1.9%

Total Letters Sent: 8882 Total R.O.s Generated: 504 Total Percent: 5.7%

Service Reminders History to Date This Report shows all service reminder letters sent.


Progressive Motors Service

04/01/2002-12/31/2003

Customer Status

Letters Sent

R.O.s Generated

Response Percent

Total Advert. Cost*

Advert. Cost per RO Generated

Current 29125 1984 6.8% $18931.25 $9.54 Prospective 36148 1513 4.2% $23496.20 $15.53

Total 65273 3497 5.4% $42427.45 $12.13

Letter Description

Customer Status

LettersSent

R.O.s Generated

Response Percent

Total Advert. Cost*


Service Reminder #1 Current 7343 512 7.0% $4772.95 $9.32 Service Reminder #2 Current 7417 503 6.8% $4821.05 $9.58 Service Reminder #3 Current 7123 471 6.6% $4629.95 $9.83 Service Reminder #4 Current 7242 498 6.9% $4707.30 $9.45

Letter Description

Customer Status

LettersSent

R.O.s Generated

Response Percent

Total Advert. Cost*


Service Reminder #1 Prospective 9217 383 4.2% $5991.05 $15.64 Service Reminder #2 Prospective 9196 391 4.3% $5977.40 $15.29 Service Reminder #3 Prospective 9146 361 3.9% $5944.90 $16.48 Service Reminder #4 Prospective 8589 378 4.4% $5582.85 $14.77

*Total Advertising Cost is based on a per letter price of $0.65

Documents

Service Reminders Done Right - ProResponse, Inc. · PDF fileService Reminders Done Right with ProResponse! We make it easy to follow-up on all your warranty and customer pay! 9 Each