Making sure prospects are called fast

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1 Making sure prospects are called fast

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3 The Problem Manufacturer: Dealer: Prospect: The Solution We send loads of leads to our dealers, but they ignore them We get loads of leads from the manufacturer, but they re all rubbish Is anyone interested in me? TrackBack connects dealers with manufacturer prospects through a simple to use telephone Network to provide evidence of contact attempts and results. Dealers need no additional hardware or software and very little training. Using TrackBack in the UK, Fiat have: Increased lead follow-up by over 60%. Reduced the average contact delay from 6 days to less than 1. - From 25 per dealer per month, manufacturers now have inexpensive proof if and when their leads have been followed up. - Dealers have proof of follow-up attempts and lead quality. - Prospects are more likely to be called quickly so they will be more likely to buy cars, because phone calls are far more effective than s or letters for making appointments. Used in the UK by Fiat Group, General Motors, Nissan and Jaguar. Now available internationally. TrackBack Saves time and avoids human error by automatically updating contact management systems. And since each salesman can be identified, conversations recorded, and the result captured at the end of each call, the value of each lead can be quickly measured, and performances compared. Sales Call Analysis (SCAN): All calls can be optionally recorded. SCAN is a service where recordings are objectively scored by sales training professionals to identify individual training opportunities.

4 TrackBack is Very Simple to Use Dealers need no special equipment and less than 2 minutes training. Instead of dialling prospects direct, sales staff call their dealership s TrackBack number (typically using a quickdial button); Sales staff can identify themselves by entering a 2-digit code (optional); They then enter a prospect s code number (shown in their Lead Management System); The call automatically routes to the prospect (and can be recorded); After the prospect has hung up, the user is prompted to enter a code to classify the result (eg. Press 1 for Appointment Made, Press 2 for Further Action Required etc); They can then enter another prospect code, or hang up; Data about each call is sent back to the Lead Management System and used for reports. Prospect Manufacturer Lead Management System Call Data TrackBack Telecom Network Lead Data Dealer

5 Some Feedback Manufacturer CRM Manager: TrackBack gives us immediate proof of which dealers are following up our leads. Some are better than others at contacting customers within the timescales we require. Now we can quickly identify underperforming dealers and take steps to ensure that customer enquiries are being responded to in a more timely and efficient manner. Manufacturer Sales Director: Now our dealers can prove they are following up the leads we give them. We always suspected that what salesmen entered into our systems and what actually happened were not always one and the same thing. TrackBack removes any doubt. Sometimes our assumptions about a dealer were proved wrong. More importantly we have been able to identify that many of the leads we provided which were previously being reported by dealers as useless, were in fact never contacted. We were basically throwing money away and upsetting customers at the same time. Now we share the truth with our dealers. No arguments. The customer can t be ignored. Dealer Principal: TrackBack is very easy to use. It saves us time in updating the manufacturer s lead management system, and helps us prove that we really are trying to follow-up on all the leads they provide. Everyone in a dealership knows that prospects are rarely waiting for us to call them. Often phones aren t answered or the prospect isn t there. It can be very dispiriting to try to call a hot lead for the fifth time and still fail to make contact. Trackback proves we have made those calls even if we haven t managed to convert to a test drive! Dealer Sales Manager: Despite everyone working in the same showroom, I haven t got eyes in the back of my head. Salesmen will be salesmen. Most will try to work the system to their own advantage. It s in their nature to avoid paperwork and administration. So rather than seeing TrackBack as Big Brother, we sell it to them as a convenience to reduce the amount of admin they have to do since it automatically updates the lead management system for them. They can also use the recordings to remind them about what customers wanted and to prove to me that they didn t mishear something. Dealer Salesman: Nothing annoys me more than yet another system. I enjoy selling, but learning new processes and IT systems just get in the way. TrackBack, on the other hand, is totally simple. It all works on the phone. Any phone. It only took me a few seconds to get the hang of it. It also updates the lead management system automatically, which saves me having to remember to do it. And when I m being criticised for not making enough calls, I ve got the proof that I really have been doing my job.

6 TrackBack in Detail 1. TrackBack can work standalone or it can integrate with existing Lead or Contact Management Systems (CMS). 2. Leads are passed to dealers in the normal way, but optionally with the prospects phone number/s substituted by short codes. Numbers and codes are also passed to TrackBack. a. Using codes instead of the original number forces responses to be made exclusively through TrackBack. b. If a prospect has multiple numbers (home, mobile, work etc), each has its own code. c. If the original phone numbers are passed to dealers, TrackBack can still be used to report on activity and to record conversations. 3. To connect with prospects, dealers call their unique TrackBack number. In the UK this is typically an 0844 low cost number. Note: Using TrackBack usually costs dealers less to call mobiles. a. This can be a free 0800 number if the manufacturer wishes to subsidise call charges. b. The number can be programmed into dealers phones for speed-dialling. c. iphone and Android apps will be available in Optionally, sales staff can be prompted to identify themselves with a 2-digit ID. 5. They are then prompted to enter the prospect s code or the original number if codes were not substituted. The call is instantly connected. Note: Speed Dial + ID + Prospect Code = fewer key presses than normal dialling. 6. All details about the call are now being collected, optionally including the conversation itself. a. TrackBack distinguishes between Contact Attempts and Contacts Made. 7. After the prospect has hung up, a wrap code can be requested to classify the call result. Eg. Appointment Made; Further Action Required; No Sales Opportunity; Wrong Number; Message Left 8. Additional calls can be made or the session terminated by hanging up. 9. All call event details are instantly fed to secure web pages for analysis and optional playback. 10. Optionally the CMS can now reveal the prospect s actual phone number/s when call attempts have been confirmed by TrackBack. 11. TrackBack can block the use of a prospect s code and re-assign the lead to another fulfilment service according to criteria set by the manufacturer. For example If no contact attempt is made within 3 working days, a call centre will make the call to rescue the sale.

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8 TrackBack is a registered trademark of 10ACT Ltd (t/a Calls2Account) 8 Waldergrave Road, Teddinton, London, UK, TW11 8HT +44 (0)

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