CUSTOMER CONTACT MANAGEMENT CENTER

Transcription

1 CUSTOMER CONTACT MANAGEMENT CENTER

2 About Us About Us Six of the top ten dealer groups have chosen to partner with the most intelligent and intuitive dealership software available in today s automotive market. Over 30 years as a privately-held company 1,500 Employees nationwide 1,000+ Contact management agents Award-winning software World-class client service 7,000+ Dealer clients Scales to any size retail operation No Long-term contract The Power of ONE Solution

3 Our Awards Company Awards CRM Owner Marketing Fixed Ops ILM CRM ILM Digital Marketing CRM Superstar CRM ILM

4 Our Services Our Services Helps dealers achieve unmatched results in sales and profits, lead generation and communication tools, sales processes and complete lifecycle management. The automotive-only contact center, CRM/ILM and unique profitbuilding strategies are the foundations of our success. Contact Center CRM/ILM Brings the power of the largest and most experienced call center technology to offer unlimited inbound and outbound call packages. Fast, friendly and flexible CRM/ILM scales to any size retail operation. Maximizes business opportunities across all devices. 03 Data Mining Leverage a multi-channel direct marketing program that turns current customers into loyal, repeat business. 04 Digital Advertising From websites and SEO to dealer-branded mobile apps, leverage your CRM to compete at the highest levels. 05 Service Marketing Comprehensive servicemarketing solution provides unmatched increases in transactions, loyalty and revenue. 06 Service1One Fully-integrated suite of products streamline the dealership service operations and marketing efforts.

5 Contact Management ELEAD Contact Center With the industry s highest contact rations, we provide over 7,000 automotive retailers across the U.S. and Canada peace of mind with their most precious asset customers! SALES CAMPAIGNS Sales follow-up BDC Showroom, Internet, Phone Internet insta-call or long-term follow up Delivery CSI survey with reputation management GoldDigger data mining LVT 30-second informational Complete Inbound BDC Sales overflow call handling SERVICE CAMPAIGNS Defector prevention (Exclusive) Service CSI Service needed (declined) Reputation management Appointment confirmation Complete Inbound BDC Service overflow call handling

6 Contact Management Delivers the industry s most affordable and consistent results in prospecting, appointment setting, follow up and retention. Flexible Intuitive - Reactive Over 1,000 customer contact agents based in Georgia, U.S. bilingual available 100% TCPA compliant custom contact software Continuous training, coaching on interactive scripts Quality control processes, enforcement and accountability measurement Integrates with any CRM system Reduce inbound missed opportunities and outbound communication mishandling Optimal phone engagement during and after retail hours seven days a week

7 Contact Management Insight-driven customer interaction that provides smarter cost control and communication performance. Improve data collection and reliable customer feedback Real-time alerts popup within the ELEAD1ONE system and are sent by , text or both Alerts provide instant access to live call details or ability to create a follow-up activity Reporting with unique in-store process training provides the ultimate accountability of business opportunities

8 Virtual BDC Success Built-in Process BDC Success A third-party contact management center yields a 95 percent survey completion with better information gathered and more honest feedback. 4.8 Attempts 84% Contact Rate 95% Complete Survey 50% Buy that Day To connect with auto consumers Achieve with two valid phone numbers Opportunities complete surveys Serious buyers with an appointment

9 Contact Management Internet Lead Follow Up Unsold follow up customized to insta-call or long-term follow up 60 to 90 days old Insta-call first attempt within 15 minutes Follow up contact customization (x-hour delay) Dealer contact reports on Internet request follow up ratios to OEMs

10 Internet Follow Up Auto Dealer Group: Days to Close Internet Lead Summary Performance Reporting January % close rate within 14 days Additional 5% INCREASE with good follow up

11 Contact Management Call Pro Training On-site training, best practice communication strategies, and implementation of KPI accountability Coaching on strategic customer interaction and follow-up tactics Monthly account management, process review and campaign metrics Streamlined alerts and ROI reporting metrics with in-store accountability measures

12 Virtual BDC Success Flexible, Intuitive and Reactive Engagement On-site training, monthly account management and cloud-based performance reporting keeps you in direct communication with the contact center. Hundred percent peace of mind from outbound follow up, CSI and data mining to inbound appointment scheduling, live chat and overflow call handling.

13 Virtual BDC Success

14 Contact Management ELEAD vbdc Plus Customer contact package tailored to every outbound touch point Smarter vbdc response, PIC insta-call, first responders and long-term follow Immediate Internet responders manage leads from online sources 24/7 First responders stop the clock in a timely manner

15 Contact Management How it works.

16 Contact Management Auto Dealership Response Times Performance reporting: January May, 2014 Immediate Decline in Response Times to Leads Generated from Online Sources Monthly Reporting Includes the Dates and Time When Each Notification was Received and Responded to

17 Contact Management Interactive Live Chat Full chat software capabilities during and after retail business hours Over 50 languages supported by Google Translation API Custom invite widgets mirror any dealer or OEM brand Customer interactions seamlessly integrate in real time with ELEAD CRM Provides customer name, and phone information Integrates with any CRM or web provider

18 Contact Management Insight-driven customer interaction that converts virtual visits into real appointments. Facilitates customer interactions across all departments Average a four second response rate Intelligent and engaging communication in an easy-to-use multimedia interface Alerts sales team when someone who previously chatted is back on the site Hot alert text notifications Dealer managed, reception services, and full managed options Compares vehicle details and pricing

19 Immediate Results Chat Management Success Dealer Managed versus vbdc Managed Chat Performance reporting: December, 2014 Service lead rate is near 80 percent Chat widget provides the same experience as speaking with a salesperson on the lot ELEAD Contact Center facilitates over five million communications per month, including o Inbound chat o Inbound/outbound phone calls o Outbound text o Outbound

20 Top 5 Benefits Support Owners and client 1 support available 24-7 Intuitive Easy to use and built by 3 car guys to ensure successful adoption Reactive Quick reaction rate 4 to industry changes or in-store issues Flexibility Scales to any size dealer 2 and adopts to in-store processes 5 Scalability System built to accommodate operation of any size dealership The Power of ONE Solution