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TESS ENGAGETM
TOTAL EXPERIENCE SALES AND SERVICE
CUSTOMER LIFECYCLE MANAGEMENT SOLUTIONS
THE MODULE 1 AND 2 STARTER PACKAGE FOR
DEALERSHIPS
Presented By:
We Don't Follow the
Trends; We Create Them!
Darcelle Mattson
Chief Innovation and
Sales Strategist/TellTek
Your Strategic Data Mining, Technology Utilization, and
Customer Engagement Partner
5PointThrive/Founder
1. Introduction To Tellaerian Industries, TellTek Brands and 5PointThrive.
2. What is TESS EngageTM
3. Why TESS EngageTM ?; Dealership Industry Drivers
4. Seizing Long-Term Engagement Opportunities: The Sales and Service Management Lifecycle
5. TESS EngageTM Modules 1 and 2 Starter Package for Dealerships
6. TESS EngageTM For Dealership Groups
7. The TESS EngageTM Difference: Price, Value, ROI, and a Dealership Special Offer.
8. Resources and Contact Information
THE TESS ENGAGETM PRESENTATION OUTLINE
Tellaerian Industries/TellTek:
18-Year Old Multi-brand IT Service and Technology Solution Company.
The only technology brand that blends technology solutions with sales strategies to create experience and lifecycle-based customer outcomes.
TellTek is the Tellaerian Industries Brand Behind TESS
Engage
5PointThrive:
16-Year Old Innovative Sales and Services Company Specializing in Strategic Sales Solutions that Maximize Technology Utilization and Rapid Revenue Growth.
Partnership
TESS Engage is a Joint Partnership between Tellaerian Industries/TellTek and 5PointThrive- Principles have Expert Experience Spans over 70 years.
TELLAERIAN INDUSTRIES/TELLTEK AND 5POINTTHRIVE
WHAT IS TESS ENGAGETM AND THE MODULE 1 AND 2 DEALERSHIP STARTER
PACKAGE?
• TESS EngageTM is a Series of Sales and Service Lifecycle Relationship
Management (LRM) and Strategic Customer Engagement Solutions that
are Built on Flexible and ROI-Driven Modules.
• TESS EngageTM Modules are All Built to Strategically Mine and Utilize
Customer Data to Foster Customer Engagements that Result in Greater
Revenue Growth and Driving more “To The Lot” business by Maximizing
Technology New and Existing Technology Utilization.
• TESS EngageTM dealerships are differentiated from their competitors by
using proven strategic processes, methodologies, and technology tools
to create customer experiences that are memorable, consistent,
worthy of sharing, long-term, and collaborative. This results in
greater customer loyalty, higher CSI ratings, and rapid revenue growth!!!
• Modules 1 and 2 Jump Start Dealerships and Put them On The Road
To Developing a Complete, Technology-Centric, Lifecycle Approach to
Long-Term and Consistent Customer Engagement and Rapid Revenue
Growth.
TESS ENGAGETM INDUSTRY DRIVERS
The Need for Differentiation-
“More than 90% of car purchases start with research via digital media. Empowered consumers are transforming dealerships from ‘stores’ to fulfillment centers.” MediaPost, November 2014
TESS Engage Does This!
The Need for Using Data Mining to Develop To The Lot Sales Strategies- “…[the way] customers are treated and the way sales staffs work are being fundamentally altered by rapidly evolving technology and customers who are more knowledgeable than ever. The first struggle for dealerships? Getting people to come to the lot.” Car dealerships turn to iPads, not sign twirlers, to win business, Fortune, September 2014
TESS Engage Does This!
The Need for Equity Management Solutions- “Now we can envision where technology is taking us…. Technology gives us the ability to mine our existing database. We can discover a customer whose vehicle is in an equity position and provide him or her with an in-stock option that gives the customer the ability to move upgrade models and keep the payment about the same. Equity management is the new inventory management, customer retention, CSI-building and used car acquisition tool!” Technology Has Transformed Dealerships, Autodealer 2012
TESS Engage Does This!
THE CAR SALES AND SERVICE
LIFECYCLE
1. A Car Purchase
2. Career, Lifestyle, Service
Requirements, and Technology
Changes
3. Family Additions and
Additional Technology
Changes
4. Family Growth Results in Additional Car Needs and Word-of-Mouth Sales Opportunities.
5. Changing Car Needs
Associated with Maturity Related Lifestyle Changes
BUILDING A COMPLETE, END-TO-END LIFECYCLE APPROACH
TO SALES AND SERVICE MANAGEMENT
THE BIG DIFFERENTIATOR AND LONG-TERM GOAL!
TESS EngageTM
Finds
Opportunities
for Upgrades
and Additional
Car Purchases
CHANGING CUSTOMER OUTCOMES-
PART OF THE POWER OF TESS ENGAGETM
Inconsistent Customer experience. Non-responsive, internal focused
processes. Customer Frustration due to low
technology utilization. No comprehensive Technology-
Centric Rapid Revenue Growth Strategy.
All dealerships behave alike-no core differentiator.
Lost revenue growth opportunities
due to entrenchment and lack of innovation.
Professional sales representative
retention is low.
Outcomes • Consistent, End-to-End Customer
Experience.
• Responsive, external focused,
customer-centric processes.
• Customer satisfaction level and
CSI are high.
• Comprehensive and continuous
sales and service strategy.
• Rapid, above average revenue
growth due to flexibility and
innovation.
• Professional sales representative
retention is high due to the ability
to deploy rapid revenue growth
strategies that bring Customers to
the lot.
Outcomes TESSTM
Current State Processes
TESS
EngageTM
The Total
Experience Sales
and Service
System
TESS EngageTM Modules
Module 1: The ADD Process
(Assess, Decide, Deploy)
Module 3 Customized Rapid Revenue Growth Solutions
Specialty Events
Sell To M.E. (My Experience) Solutions
Customer Lifecycle Relationship Management (LRM) Systems
TESS EngageTM
Phase 1: Assessment
Phase II: Strategy
Design and Execution
Phase III: Strategy
Roll Out
TESS EngageTM Modules
TESS EngageTM
Phase 1: Assessment
Phase II: Strategy
Design and Execution
Phase III: Strategy
Roll Out
Assess-Phase I-The Assessment
Current State Customer Lifecycle Process Gap Analysis.
Sales and Service Management Technology Tools and Utilization Analysis.
A Customized Sales and Service Lifecycle Development Strategy Plan (Written Results and Plan).
Decide-Phase II-TESS Lifecycle Service Strategy Design and Execution TESS Engagement Teams (TETs) work with Sales Managers to develop a “Get Them to The Lot” Sales and Service Strategy (i.e. what are desirable upgrade models) that will then be used to drive TESS Engage queries and outreaches.
Deploy-Phase III- TESS EngageTM
Sales and Service Strategy Roll Out
Utilization of the TESS EngageTM data mining and technology utilization solution and TESS Engagement Team expertise to roll out the Module 2 Equity Upgrade Program (E-UPP)
Timeline
Each phase is deployed
over a 2 week period
and all are completed
in 6 weeks.
Module 1: The ADD Process
(Assess, Decide, Deploy)
90 Day Duration
TESS Engage Data Mining
Equity Upgrade Opportunities
Identified
TET Teams Collaborate with
Sales Manager/Sales Team and Provide
Upgrade Opportunities via E-
mail and Phone
Service Amount Equity Upgrade Target Reached
Service Collaborates with Dealership Sales
Dealership Sales Sends Upgrade
Options to TET Team Members as a “Red Alert.” TET e-mails report to customer and provides phone
followup to Get Them to the Lot
TESS EngageTM Modules
TET Engagement Center Process Module 2: The “Get Them To
the Lot” Equity Upgrade (E.U.)
Engagement Process
Get Them
To The Lot
Pre-Existing Customers Service Customers
300 Equity Upgrade Outreaches
Additional
Lifecycle data is
gathered by TET
teams during the
E.U. Proposal
Process (i.e.
number of family
members,
hobbies)
TESS ENGAGETM DEALERSHIP GROUP INQUIRIES
AND METRICS For Dealership Groups, Applying TESS EngageTM across the entire group
platform allows for:
1. A Consistent Customer Outreach Differentiator Across the Entire
Dealership Platform.
2. Providing Visibility Into Across the Platform Customer Demographics
(i.e. Vehicle Consumption/Utilization, Upgrade, and Age Trends).
3. Cross Selling Opportunities for Customers Interested in
Upgrading/Switching to Another Car Brand within Your Group.
4. A Dedicated Team of Specialists Committed to Driving “Get Them to
The Lot” Sales for Your Specific Dealership (for Dealership Groups of
3 or More Dealerships). An average of 5 expert level technical and sales
resources are assigned to these accounts.
5. Automobile Buy Back Option up to $50,000.
THE TESS ENGAGETM FOR DEALERSHIPS
STARTER PACKAGE
VALUE AND ROI
Dealership Starter Package (Module 1 and 2)
Price: $100,000/Six Month Engagement
Value
Module 1: A $300,000 Value.
Module 2: A $150,000+ Value (up to 5 trained experts assigned to project).
Additional Project Specific Expert Talent
A $160,000 Value.
This is a 6 Month Engagement Package with an estimated, Minimum $500,000
Car Sales Volume Value (based on an average car price of $50,000).
ROI
All TESS EngageTM solutions are sales and ROI driven.
Module 1 and 2 Solutions are Designed to Generate Revenues Needed for Module 3 Moving Forward Solutions.
THE TESS ENGAGETM SMART ADOPT
RAPID ADOPTION, DEPLOYMENT AND REVENUE GROWTH
PROCESS NEW DEALERSHIPS ARE LIMITED TO 5/WEEK/20 PER MONTH
Payments
Immediate Electronic Payments Options
Work Scope Defined, Pricing and Contracts Signed and Returned
On-Line Contracts and Statements of Work Using Electronic Signatures
TESS Engage Presentation
On-Demand and Downloadable (http://www.tessengage.com/tess-for-dealerships) Remote Using GoToMeeting
Immediate Deployment and Rapid Revenue Growth for Dealerships
TESS EngageTM Homepage: www.tessengage.com
Contacts
TellTek: Craig M. Reisinger
Founder/Director IT Service Management
(303) 697-7070
Tellaerian Industries/TellTek:
Darcelle Mattson
Chief Innovation and Sales Strategist
(303) 697-7070
RESOURCES
