USER GUIDE November 2012

Transcription

1 USER GUIDE November 2012

2 Please note that the screen shots used in this guide are from the demonstration system and may differ slightly from the live system. All customer data contained within these screen shots is fictitious and is not to be used. 1. Accessing the Portal The Peugeot Leads Portal can be accessed via Connect Peugeot. 2. The Home page When you first enter the Portal the screen will default to the Home page.

3 The top part of the Homepage screen gives you a lead summary which shows current outstanding leads, on a rolling 12 month basis. The number of leads that you have available to action is split out by contract type. The summary also shows the lead time period, e.g. Green = within 2 hours, Yellow = within 4 hours, Orange = within 8 hours & Red = over 8 hours. In order to move into an inbox so that you can action your outstanding leads, all you need to do is to click on the relevant icon. For example click on the car to go to your New Vehicle Inbox and action your Sales leads. The relevant lead types are displayed under each contract tab. For example, test drives will be on the Sales tab and accessories enquiries on the Accessories tab. NB: Please note: the General inbox no longer contains new leads (since 6 th August), however some Dealers may still have leads from the beginning of the year through to 6 th August. Best Practice: You should check the Portal for new leads first thing each morning and every hour or so thereafter to ensure that all leads are responded to as promptly as possible and with the 8 hour timeframe. The desktop alerts widget will help you to respond to leads as quickly as possible. 3. Contract Inboxes Each Dealer contract type has its own inbox and contains lead types that are relevant for that contract. These include - but are not restricted to - the following: GENERAL NEW VEHICLES USED CARS SERVICE PARTS ACCESSORIES No new leads will appear in this Inbox (since 6 th August). Test Drive, New Car Sales Enquiries, Events data capture (qualified). Enquiries from your Used Car Locator. Service Enquiries from Dealer websites Parts Pricing Queries. Accessories Enquiries. It is important for Dealers to note that customers are able to choose the subject of their enquiries in some website forms. This means that whilst every effort is made to deliver dealers to the correct contract tab there may occasionally be an anomaly where the customer has selected the incorrect subject for their enquiry. Inboxes can be accessed by clicking on the relevant tab at the top right hand corner of your screen or by clicking through from the Lead Summary on the Home Page.

4 There are number of things of note on this page. 1. You can filter your enquiries by date and by current and past enquiries. 2. The status of the lead is given: Green for within 2 hours, Yellow for within 4 Hours, Orange for within 8 Hours and Red for over 8 hours. 3. There is information about where the lead originated from, to help you in your conversation with the prospect, it also includes the Campaign Code. A Campaign Code starting with CC identifies that the lead has come from the Peugeot Contact Centre, and therefore the lead has been validated before being passed to you. 4. The most recent leads will be at the top of your list. 5. The type of communication required is given using a telephone symbol for phone and an envelope symbol for The source of the lead is given. Best Practice: Use all the information available to you. The Portal gives you much more detail about where the lead has come from and which marketing campaign has prompted the prospect to get in touch. This will help you to build a rapport with the prospect. Eg: Thank you for requesting a test drive through our Contact Centre Mrs Smith, I understand that you were interested in the offer in our advertisement in the Sunday Telegraph? is more professional than I m ringing about the test drive you asked for

5 4. Displaying Leads To view a lead within the Portal just click on the lead you want to look at. The example we use here is a telephone lead, leads will be covered later. When the lead is displayed you are given all the information that is available about this prospect and their enquiry. There is a blue arrow which is a back button to return you to the inbox. The printer icon allows you to print the lead details. If you print the details you do still need to follow the process below to ensure that the lead is actioned correctly in the system To action the lead you must click on the Contact button.

6 As you see will there are now additions to the page. Half way down the screen is a Call Template drop down menu. Here you will find a list of call scripts to help you in your conversation with the customer should you wish to use them. Once you have called the customer you need to select an outcome from the drop down menu at the top of the page. These outcomes vary depending on whether the lead is Sales, Service, Parts or General. Depending on the outcome you choose you may be prompted to enter further information, such as a test drive date or your name. Once you click on submit the enquiry will move to past enquiries. If you cannot reach the customer when you call them, please select the appropriate outcome from the drop down menu, e.g. Customer not reached left a message and will try later. Click the submit button and this outcome will reset the 24 hour follow-up time, moving the enquiry back into your current enquiries list.

7 When you make your second attempt to contact the customer you can select the lead from your current enquiries list. At the bottom of the lead details window is a button named contact again. Click on this button. You will now see the enquiry open, with the record of your previous attempt to contact the customer noted in the Call Log section at the bottom of the screen.

8 You can follow this process three times, on the fourth attempt if the customer is still not contactable then the lead will move into past enquiries. Best Practice: When leaving an answer phone message for a prospect you should always give your name, your dealership name, the reason for your call and also let them know that you will call them later, giving a timeframe. Many people screen calls on their mobile phones and don t answer calls from unknown numbers. If you leave your message and let them know when you will call again they are much more likely to answer. Lead Example Click on the lead you want to reply to and the screen will open as per a telephone enquiry. Click on the reply button in the lead details window. As with a telephone enquiry you have the facility to use a reply template which you can select from the drop down list. Some of the reply templates have fields in them which will need to be amended, please read them through carefully whilst constructing your response.

9 Once you have composed your you will need to select an outcome from the top of the page before clicking submit. As with a telephone enquiry, some of these outcomes may prompt a request for you to enter further information. Best Practice: When writing an to a prospect you should always use the correct salutation and double check your spelling and grammar before sending. Try to personalise the message to the prospect by using the information Portal has provided about the source of the lead and the campaign that prompted the prospect to get in touch, this will have more impact than a seemingly standard response.

10 5. Reports Page Please note that all data used in the following screen prints is fictitious and is being used for test purposes only. The Reports page gives each Dealer the opportunity to analyse their performance. District Comparison This report allows Dealers to view the percentage of leads actioned within 8 hours, and identifies how they are performing in comparison to other Dealers within their Zone & District. This information can be filtered by date, using the date from and date to buttons at the top of the page and selecting the desired date range from the calendars. There is also the facility to filter the report further using the Add filter facility.

11 Use the drop down box to select the filter you wish to add and then click the green + symbol. Your chosen filter will then appear. You can then filter further by selecting a contract type for example. You can add as many filters as are available to you in the Add filters drop down menu. To remove a filter, click on the red sign. Once you have selected all desired filters, click on the Run button and the report will update for you. If you would like to export the data in the table you can click on the Download CSV button and the report will open in Excel.

12 Received Enquiries This report allows Dealers to analyse the number of enquiries received within the Portal. You can choose a date range for your report and also use the Add filters function in the same way as described previously for the District Comparison report. The information displayed in the graph is given in its raw data format underneath the graph. This can be exported to Excel using the Download CSV button. You can change the scale of the graph using the Graph scale radio buttons that are located underneath the chart itself. Received 0845 Reporting: We are currently looking into the validity of this report.

13 PMC Mailing Lists User Guide The following user guide is designed to help Dealers to use the new PMC Mailing Lists function in the Peugeot Leads Portal. As you run through this guide you will see various areas of best practice which we recommend that you adopt to maximise the impact of the mailing follow-up process. Please note: all screen shots used in this guide are from the test environment and the live system may vary slightly from images shown. 1. The homepage On your Portal homepage you will find PMC Mailing Lists category. Click on the envelope icon to take you through to the PMC Mailing Lists area. You can also use the tab at the top of the page to reach the same point. BEST PRACTICE: All Dealers should download the Leads Portal widget. (Instructions available via the Help function on the Portal homepage.) Once downloaded the widget will pop-up on screen as soon as Mailing List (or any other lead types) are posted onto the Portal for your Dealership. You can click through from the widget to the homepage as illustrated above.

14 2. The PMC Mailing Lists Tab Once you have clicked through from the previous screen you will see the screen below. Click on the Campaign Filter drop-down box to select the campaign Code you wish to follow-up, then click on the RUN button. BEST PRACTICE: At this point it is a good idea to remind yourself of the mailing that you are about to follow up. Check Stefi to find the Marketing Newsletter that corresponds and read through the target audience, mailing objectives etc so that you approach the call in the correct manner. Once you have selected the campaign, the Download Artwork button becomes available so you can see the Mailer the customer will have received.

15 The records from the mailing list are displayed on screen along with the customer s telephone number. This allows you to work through the mailing list one by one without moving between screens. BEST PRACTICE: Write yourself a few bullet points as prompts for your call and ensure that you refer to the mailing that has been sent. Remember to ask the customer for any information that you don t already have, such as address and alternative telephone numbers. If you wish to view the whole customer record, including address details and current car, click on the magnifying glass in the Action column. BEST PRACTICE: Check each person against your database and add any data that you don t have so that you can market to them at a later date. You may also have an alternative number on your database should you be unable to reach them on the number provided. As you go through the list, once you have spoken to a customer use the Select Outcome column to record the outcome of the call.

16 Once an outcome is selected it becomes greyed out so that it is clear which records have been called. BEST PRACTICE: Always choose the most appropriate outcome based on your conversation with the customer. We will use this feedback to monitor the quality of the data that we provide to you. Next time you log into the system these records will remove themselves from the list of current records and will move to past. To access the records again use the Lead State filter at the top of the page and set it to Past then click run. Previous records will be displayed in the list below.

17 BEST PRACTICE: All records are removed from the PMC Mailing Lists tab automatically 14 days after they are posted, whether they have an outcome or not. After this time you will no longer be able to access the data and it is therefore of the utmost importance that mailings are followed up promptly. You should access the Leads Portal directly following the widget alert prompting you that a Mailing List has been loaded. If you encounter any problems or have any questions regarding the new PMC Mailing Lists function within the Peugeot Leads Portal, please refer to the Help section on the Portal homepage for further information.

18 Glossary of Terms for the Peugeot Leads Portal Tabs Category Source Type Campaign Resubmitted Contact Again Call Log Outcome Call/Reply Template Filters Coloured makers at the top of the Portal main screen. One for each contract type. The type of enquiry received. Where the lead originated. How the prospect has stated they wish to be contacted, e.g. via phone or . The marketing campaign that led the prospect to contact us. A lead which has been sent to a Dealer via the Portal once, has then been followed up by the contact centre and has been resent to the Dealer at the prospects request. This will appear on a telephone lead where you have already made one or more attempts to contact the prospect and failed, deferring the lead by 24hrs each time. After the fourth attempt the lead will move to past enquiries. Where one or more attempts have been made to contact the prospect a log of each attempt is kept towards the bottom of the display. Once you have made an attempt to contact a prospect by phone or , whether it s successful or not, you must select an outcome to indicate what has happened. A drop down list of outcomes is available at the top of the screen displayed. When responding to a prospect by phone or there are a selection of templates available for Dealer use if required. Criteria by which you can filter information within the Portal to create reports.

19 Peugeot Leads Portal Frequently Asked Questions Q. Why have I received a Service lead in my General Inbox? A. It is important for Dealers to note that customers are able to choose the subject of their enquiries in some website forms. This means that whilst every effort is made to deliver dealers to the correct contract tab they may occasionally be anomalies where the customer has selected the incorrect subject for their enquiry. However this should no longer happen (post 6 th August). Q. Which leads are included in the leads summary on the homepage? A. The leads summary shows Dealers all current outstanding enquiries spilt by contract type, on a rolling 12 month basis. Past enquiries, e.g. enquiries that dealers have already actioned, are not included in this summary Q. My summary page shows that I have 6 outstanding current Sales leads but when I click through the Sales inbox I only have 1, why is this? A. The Lead Summary will show you all outstanding current enquiries on a rolling 12 month basis, whereas, the Inbox for that Contract, automatically defaults to a one month period, which is the reason for the discrepancy. Try changing to a longer date range in the Inbox and you should see all of your outstanding leads. Q. When generating a graph in the Received Enquiries reporting page why can t I select By Day as a graph scale? A. To increase system speed and ensure that the display of data is not compromised you may only use a by day graph scale if you are graphing 31 days or less. Try amending your date range and running the graph again or using a different graph scale. Q. When I run the received enquiries graph the bar is completely green but the legend says total enquiries should be in red is there an error? A. If you have actioned 100% of the leads that match your chosen criteria within 24 hours then the bars will be completely green. The legend is static in the system and therefore cannot be changed. Q. Why don t all of my leads contain campaign information? A. Not all lead sources are able to provide information about which campaign has prompted the customer to contact Peugeot. We are working on developing each source in turn to give Dealers as much information as possible about the customer s journey.