GM ProCare Description of Services

Transcription

1 Overview of Services Provided With respect to each supported website in the GM Digital Marketing Package Performance Solution, ProCare services will support the following goals: Marketing Alignment: Ensuring your website supports the goals and objectives of your dealership Search Engine Optimization: Increasing the ability for your website to be found via search engines (e.g. Google, Bing, etc.) Website Performance Optimization: Driving visitor engagement and improving lead conversion rates Participation You agree to: Provide an authorized Primary ProCare Contact who will be: Authorized to make decisions on behalf of your dealership Accountable for coordination of all dealership requested website change requests Committed to make best efforts to participate in all scheduled conference calls Responsive to communications from your ProCare Account Advocate Note: For best results, Cobalt recommends the DP or GM of the dealership actively participates in the maintenance of the website strategy and participates in quarterly partnership calls. Advise us in writing of any change to your designated Primary ProCare Contact Provided Account Coordination: Your dealership will work with an Account Advocate with training in digital website marketing strategies, account coordination, and the automotive industry Your Account Advocate will be your primary point of contact for all questions regarding your website marketing and optimization strategies and can assist with any other account inquiries, as needed. You will have access to a toll-free number to reach your Account Advocate and other Specialists. Account Advocates are generally available between 7:00 AM and 4:00 PM Pacific Time, Monday through Friday (except holidays). In the event your Account Advocate is unavailable, you may choose to leave a voic or be routed to the Technical Support Team for assistance with any technical issues or support. Technical Support is available 6:00 AM - 6:00 PM, Pacific Time, Monday - Friday (excluding major holidays). Your Account Advocate will coordinate the delivery of additional digital marketing services, when applicable, by coordinating with any additional digital specialists assigned to your account to ensure coordinated execution of your digital marketing plan across all products and solutions. Cobalt reserves the right to re-assign your Account Advocate and/or Specialists at its sole discretion.

2 Marketing Alignment: Consultative development and ongoing refinement of your digital website marketing strategy Within 30 days of activation, your Account Advocate will facilitate the creation of your dealership s initial Marketing Plan, which will drive the ongoing website optimization. Align website with your dealer brand, Sales and Service Department objectives, local event and community activities, and online and offline marketing campaigns. Website Optimization Identify your dealership brand and incorporate in your website strategy Facilitate the inclusion of your offline advertising strategy on your website Monthly website performance review and optimization recommendations with the objective of driving visitor engagement and improving lead conversions. Your Account Advocate will schedule a monthly call with your Primary ProCare Contact to: Review website traffic and performance results and trends from the previous month Provide status on previously agreed-to maintenance, optimization activities, or SEO activities Recommend website optimization activities to increase consumer engagement Quarterly Partnership Call with Dealer Operator and General Manager to review strategy and results. Analytics, which provide additional insights into your website and related consumer purchase behavior indicators, will be available at any time via Cobalt s Dealer Command Center ( and will be reviewed with you by your Account Advocate to drive action plans. GM Program Support: Communication around and execution of program updates and campaigns Partner with dealers to maximize benefits of Tier 1 alignment including site navigation, specials, and related optimizations Review new features and functionality and steps for successful engagement and adoption Provide brand campaign support including communication of promotional initiatives and model launches and steps to take to maximize the campaigns Enhanced Search Engine Optimization A Search Engine Optimization Specialist will be assigned to your account and will work with your Account Advocate to conduct initial and ongoing Search Engine Optimization of your website as described below. Typically, your Account Advocate will coordinate the transfer of information between your Primary ProCare Contact and your assigned SEO Specialist. When applicable, an SEO Specialist can be made available for consultation. An SEO Specialist will: Create an initial strategy to optimize your website homepage, up to 20 predefined GM new model landing pages, up to 4 predefined CCA pages, and 1 GM Corporate Accessories Page to increase the ability of your website content to be indexed by leading search engines (e.g. Google, Bing, etc.)

3 Optimize your website homepage for local geographies, which may be restricted to your area of responsibility depending upon OEM standards and guidelines, along with your brand name and the make(s) you represent. Please note that it is your responsibility, as the dealer, to review cities and locations targeted on your website in order to ensure compliance with applicable OEM rules and requirements. Optimize the aforementioned GM Corporate Model Landing Pages, CCA Service and Parts pages, and GM Accessories pages targeting OEM name, Model name(s), Dealer Name, Local Geographies, and associated GM branded service and parts terms. Perform ongoing optimization to improve your website s visibility to top search engines (e.g. Google, Bing, etc.) Note: Search engine rules and availability subject to change. All components of Search Engine Optimization services are subject to the continued availability of the applicable programs and features from each search engine and their partner sites. The search algorithms and rules and guidelines of each search engine are subject to change without notice. We do not guarantee natural ranking placement results and specific results and placement in each case will vary. Enhanced rankings may not be available or achieved for all search engines at all times, depending on, among other things, the search engine algorithms, the content of your web site, and other factors. Website Performance Optimization: Your Account Advocate will work collaboratively with you to optimize your website to convert visitors into leads. Website performance optimization consists of the following activities: Monthly Site Review. Your Account Advocate will proactively check inventory, look for broken links, and perform additional checks on your website Facilitation of GM approved 3rd Party integration requests Website Consultation/Update Services Asset (image or text) updates to website pages or lead forms Up to 30 per month Applicable to all editable website pages, including website homepage Dealer may choose from assets in Cobalt s asset libraries or OEM/Dealer provided assets Assistance with creation and placement of website specials and promotions Up to 30 per month Dealer may choose from our pre-defined templates for specials/promotions creation Dealer may choose from assets in Cobalt s asset libraries or OEM/Dealer provided assets Creation (or update) of Dealer Branded Static Masthead 1 update per quarter Creation of new website pages 5 new pages per quarter Assets on new pages are governed by asset update guidelines Website Design and Layout Updates 1 design update per quarter or as recommended by your Account Advocate. Changes to the background, masthead, color palette, and navigation style are included. 1 layout change per year or as recommended by your Account Advocate

4 Website Update Service Guidelines: 1. Dealer provided assets must be provided to us in standard formats (.jpg,.gif,.mov,.wma,.mp3,.wav,.pdf). Assets in non-standard formats will be considered custom work and will require a custom work quote. 2. Any modifications to assets (outside of crop, resize or overlay text on images) may be considered custom work and may require a custom work quote. 3. TV and Radio Ads will be placed in format received. We cannot modify, resample, or resize any audio or video file, even with custom work. Image ads can be cropped and adjusted to fit the template as necessary. 4. All copy written materials, disclaimers, and pricing content must be provided electronically in completed form to us. We will not make edits or modifications to text received. No default or example templates will be provided for legal text or disclaimers. 5. All website changes coordinated through the GM Proactive Dealer Care Service will be processed in accordance with our standard website change guidelines, unless your designated Primary GM Proactive Dealer Care Contact has authorized changes outside of these guidelines. Any changes outside of these guidelines will be subject to additional fees based on our then-current prices. 6. All dealer/oem provided assets must be the property of the dealer or are authorized for use on your website. Website Update Service Target Timeframes: The following are Target Response Timeframes based on common dealer website update requests. The Target Response time is when customers can generally expect to have work completed and published to their website. All custom requests will require a separate cost and timeframe quote by an Advocate or one of our other representatives. Website Update Service Asset (image or text) updates to website pages or lead forms Removal/Update of Incorrect Information Posting Weekly Ads All Other Asset Updates Up to 10 Assets/week (30 max per month) Greater than 10 Assets/week Assistance with creation and placement of website specials and promotions Up to 10 specials or promotions/week (30 max per month) Greater than 10 specials or promotions/week Creation (or update) of Dealer Branded Static Masthead Creation of new website pages Website Design and Layout Updates Target Completion Timeframe Less than 1 Business Day Up to 3 Business Days Up to 10 Business Days

5 1. All times are estimates only - actual times may vary. Target response times are subject to change without notice. 2. Ad requests received on Fridays may not be posted for the weekend. 3. Requests in by 3:00 PM Pacific Time will be responded to based upon the Response time indicated above and those submitted after 3:00 PM Pacific Time may not be picked up until the following business day.