Tag Archives: CRM Software

Automotive Sales: 4 Means to a More Efficient CRM

It’s a new year, and the automotive marketplace is now more data-centric than ever before. Customer Relationship Management is one of the most essential tools you and your dealership can use to organize, track and store this data and ultimately close more deals. Regardless of the size of your store, or how many rooftops there are in your group, the implementation of a CRM has been shown to increase productivity by as much as 30% when used efficiently.

The only way to ensure effective CRM use and increased productivity is to insist on standardization, accuracy and consistency. You must gain your entire team’s “buy in” first. Once you have established these attributes amongst your team, you may utilize the four points below to streamline your efficiency in its use. In turn, this will increase your closings, and improve your rate on return, specifically as it pertains to your investment in the CRM.

1.  Using CRMSuite ActivityFocus or a Lead Scoring System:

For More About ActivityFocus

For More About ActivityFocus

CRMSuite takes the guess work out of creating an effective algorithm, which will determine which leads are the “hottest”, within your CRM’s database. How often are your salespeople interacting with an individual? How frequently is that prospect engaging with your store? What time of day do they appear to engage with you more often? What medium (email, phone, text) do they respond to best? These are just some of the factors which the system takes into consideration when scoring leads.

A lead score is nothing but a score which is assigned to every lead entered in your CRM database. The higher the score, which is based on a proprietary algorithm that defines your ideal customer, the “hotter” the lead. By utilizing this feature of the CRM, the leads which are most likely to convert, are bubbled to the top, in real-time, for your sales people to contact. Giving sales people the deals which they will most likely be able to close, right now.

No need to fumble through hundreds of leads and make ill received calls. Most sales professionals spend nearly a quarter of their time simply searching for information. With a lead scoring system in place, they are able to target those leads, which are most likely conversions, with little to no effort. In turn you will see your number of closed deals increase each month. You’re not just closing more deals in less time. You are engaging those leads at the time that they are most likely to be willing to hear your message.

2.  Current Lead Social Data:

Social Data in Real Time

Social Media is here to stay. Now more than ever, people are sharing every aspect of their lives online. Though 45% of your customers interact with brands on social platforms; this isn’t as much about having a presence for your brand on social media, as it is about collecting your prospects social data for your own purposes.

CRMSuite “scrapes” all of the publicly available social data from your prospects profiles to aid your sales team in their efforts to close potential customers. Social Media data is an excellent source of up to the minute information… and it’s free of cost to you. This includes profile pictures and most recent updates which help you to better understand, and ultimately pitch prospects.

CRMSuite is “thee” most Social CRM on the market today. It collects everything from the leads most recent tweet to their alternate phone numbers as they have provided them to various social platforms throughout the years. It not only pulls all social data on your customer when the lead is created, but also automatically refreshes this information to keep the lead social data current. This means never missing the latest Updates and Profiles images on your customer. The proper implementation of a Social CRM system, such as this, has been shown to increase sales productivity by as much as 12% over time.

3.  Updating Lead Data in One Place: 

Desk the deal from anywhere

The background systems in CRMSuite can refresh social data automatically, sure, but interactions, contacts made, meeting notes and preferred phone numbers and addresses etc. are all manually input by your sales people. Inputting this data in a timely fashion, keeping it accurate and all in one place, is vital to the system and it’s ability to score leads. As well as being essential to your staff, for their future appointments and contact with this lead.

Most CRMs today are wonderfully equipped to allow all the relevant information to be input into the system, no matter what device you use to input it. CRMSuite is not to be out done with a user interface which lend itself incredibly well to Mobile devices as well as Mobile applications designed specifically to allow Sales People the freedom to conduct deals and engage with prospects anywhere. While keeping their data as up-to-date in the system as possible.

You can type the meeting notes, appointments, or other vital information in your tablet or mobile phone, and your CRM system will sync it across all devices instantly. This means no repetitive data entry, and tons of time saved, which can then be used to make that next contact due and schedule future appointments.

Management also greatly benefits from these features. Updating this information in the CRM provides visibility of work from each member of your team and management. Imagine never having to ask your rep the date of their next appointment, or how many calls they have made today. Imagine never having to deal with the nightmare of transferring leads and accounts with incomplete information to a new rep.

The ability to access and update data anywhere, anytime means reps are more likely to do it… which saves everyone time in the end.

4.  Smart Dashboards and Analysis:

Reporting and Analytics possibilities are limitless with CRMSuite

Limitless Analytics

Most CRMs come with a package of predefined reports. The way your store works and the way you measure your successes may not be the same as the dealership across the street. With truly customizable reporting, on a dashboard which is updated in real time, CRMSuite gives you all the tools you need to track and measure the metrics which matter to you most.

A top performer’s report can be a sales driver across the dealer group. A daily appointment report can be a productivity tool for management. A sales rep’s performance report can be a motivator. Custom reports can be a powerful tools to motivate and push sales people to close more deals. They provide the individual reps with a way to measure their own goals and for management to measure daily, weekly and monthly sales goals without pestering or micro-managing subordinates. At the executive level reporting can be more broad and provide the big picture store-by-store for the group, and month over month while assessing annual sales numbers.

The MyDay page has the ability to create multiple pages, with various customizable Apps, which can be tailored to suit any individual in the store. Smart reporting and real time analysis of the numbers, gives the entire team the power to model behaviors after what works. The better you define what is working at your store, or for a certain rep, the more efficient they (and you) ultimately become.

In Conclusion

It’s estimated that with proper CRM implementation throughout an organization there is the potential to gain as much as $6 in revenue for every $1 spent on CRM.

Are you utilizing your Customer Relationship Management tools to their fullest potential within your dealer group? What CRM efficiency tips do you implement within your team?

5 Ways to Create Happy Automotive Customers

In an age when you understand that your customer can price shop you in the five minutes you walked away to talk to the desk manager, simply by pulling out their mobile phone, how do you set your store and yourself apart? When price and availability of the vehicles on your lot can be so easily matched or beaten how will you set up not only repeat purchases but referrals from future prospects?

CRMSuite can Help:

  1. Excellent Customer Support –

    You already have the sincere enthusiasm, firm handshake and winning smile locked up. Use CRMSuite to help you respond to Leads, Follow up with Prospects and Make contact with each sold customer long after the vehicle has been driven off the lot.

  2. Transparency & Responsibility –

    You already own your sold customers and make sure that your store is with them from the initial receipt of the lead, through the sale and service, and back to their next vehicle. AutoPencil allows for total transparency during the desking process. Give your customer all of the numbers up front and in a clearly formatted, beautiful template which automatically calculates the payments etc. during the negotiating process. Never leave your customers side to go to the desk, and have your customer sign the deal right from the driver’s seat of the vehicle they love.

  3. Incentives & Rewards –

    OEM Incentives are great, but you want to give your customers a little something extra. Offer rewards for referral leads and use CRMSuite to track the lead sources and note customer rewards.

  4. Engage & Personalize –

    CRMSuite is thee most Social CRM on the Market. Using proprietary algorithms and public information we match customer profiles with your customer records within CRMSuite. View your customer latest activities and recent profile photo right on their record. Link back to customer profiles so you can be prepared to greet them with your common interests and useful information to build value once you’ve set that all important appointment.

  5. Measure & Analyze Satisfaction –

    Make goals for your team and implement ways to measure your customers satisfaction with them. Use the wide variety of reporting and MyDay modules to see all your numbers at a glance, updated in real time and drill down for detail right from your dashboard.

Happy Customer Infographic

Sales and Service within DealerCRM

woeurieHow many dealerships utilize their Service Department? I mean REALLY utilize their Service Department. The answer, not too many. If you do not have a marketing tool for Service clients within your current CRM, you are missing out on already loyal customers who have chosen your dealership to service their vehicles.

DealerCRM is different. We can utilize your Service records so you can put them to good use. You can see who, of your past customers, uses your Service department to maintain their vehicles. You can also see who services their cars with you, but never purchased from you. How beneficial is it to your store to be able to market to those clients on an individual basis? Not just one mass email stating “Stop in for an oil change!” Instead something more strategic for just those owners and service clients who own a 2007-2010 Ford Focus, with less than 100,000 miles. Alternatively you could offer a free Market Analysis on their vehicle, while it is in the Service Department, during routine maintenance. We all know how nice it is to have an unexpected customer walk in to our showroom, from our service department, and end up leaving in a brand new vehicle!  What if it could happen for your dealership on a more regular basis?

Steering Wheel Vintage Ford

How important is CSI to your Service Department? I receive follow up emails regarding my service experience all of the time. My email address is included in the contact information for my parent’s vehicles, my sister’s vehicles, and a few of my client’s vehicles. I like nothing more than to receive an email from where I service my vehicle. If there is an issue, it can be corrected prior to the OEM survey being received by the customer. If it was a pleasant experience, maybe a request for a customer review online would be the next step. CSI isn’t just important for OEM manufacturer statistics, it is a great way to market your dealership on a public level. Free advertising from happy customers is better than the best paid advertising.

Who has ever had a customer that wanted more money off of their new car? I think that is just about everyone who has ever tried to sell a vehicle. What is nice about DealerCRM is that you can clearly see the Closed RO information within the client record. So that customer that wants an additional $250 off of the sale price might be justified in asking for it, especially if they average $250 per Closed RO. It also goes the other way when that person has never serviced their vehicle with your dealership but wants a deep discount. DealerCRM allows you to make more informed decisions when considering additional discounting for customers.

These are just a few ways that Service Integration within DealerCRM can help your dealership retain your customers… and sell more vehicles.  Can you see the benefits? What aspect of the Sales and Service integration has been most useful in your store?

The Use and Support of CRM in the Automotive Dealership

I have run into the same conundrum a few times over the last couple of months.  Who is responsible for the understanding of Customer Relationship Management Software in the dealership?  I have heard a couple of different philosophies and I’m not quite sure which is correct however I have my own opinions.

When a dealership takes on a new CRM company, responsibility falls on many individuals.  It is up to the previous CRM company to provide the customer data to the new CRM company.  It is up to the dealership personnel to verify that this data is showing properly in the new CRM system.  It is the responsibility of the new CRM company to train the staff around proper use of the new tool. Finally, it is up to the dealership management to enforce and regulate the use of the tool within their store.

Every store that I have worked in has had a CRM in place. It was always up to me to figure out how it worked on my own.  I am not technically savvy, by any means. But I always figured out how to do what I needed to do, to get my customer in that tool and sell them a car.  If there was an issue with logging calls, I figured out how to get around it.  If there was an abundance of auto emails, I worked out a way to stop them.  Maybe I am the exception to the rule but I used that CRM to the best of my ability.  After all, it held all of my customer information.  It was the only place I knew where to find the best way to communicate with them to sell them a car.  This is also where I looked if an issue came up with that sale or if I wanted to approach them for another sale.

Of course, I also ran into those select few people that complained about the system:

“It doesn’t send emails correctly!”

“I don’t receive any of my follow up emails!”

“Where in the world do I find my sold customers?”

Sound Familiar? What I found with these people was that they blamed the system for doing things they did not understand how to change or make work to their advantage.

Whose responsibility is it to train these sales people and maintain their knowledge of the tools they are given?  Their managers? The CRM Software provider? Themselves?

At iMagicLab, I am a trainer.  I work with a great team to make sure I have all of the tools I need, to provide my clients with the information they need, to make a living.  However, we can only do so much to help.  We offer some fantastic resources to Dealers and their employees in order to give them the tools to use their CRM system to it’s full potential.  With so much turnover in staff in this lovely world we call the car business, is it logical to assume someone will be there every week, month, or year to continuously train people that may move on to another career in a month?  This is why iMagicLab offers iML University, a collection of training videos and tutorials right in DealerCRM. It’s available 24/7 at no additional cost to assist Dealers in training and educating their staff during the ramp up to their debut on the Sales Floor. It’s also useful to more experienced members of the team as changes and updates occur within the CRM tool.

It is up to  the dealership management to verify their staff understands the use of the CRM System and that they complete training.  iML University also offers tracking so that management can see their teams progress through the university courses.  It is up to them to maintain their knowledge by holding them accountable in the use of said tool.  Management expects you to know the product you are selling, shouldn’t it be fair that you know the tools you use to sell the product?

For those who don’t have the patience to view videos looking for answers we have a searchable database of Frequently Asked Questions in our DealerCRM Support Center.  This knowledge base is added to daily and offers answers for most of the common questions regarding the functions and use of DealerCRM and soon CRMSuite.  We do understand that sometimes a video or general FAQ article aren’t going to answer your specific question however.  And for that reason we’ve launched something really exciting within the last two weeks.  LIVE CHAT!

Have you used our Live Chat button on your MyDay Page yet?  If not, give it a click and let us know what you think. You can chat live Monday-Friday from 9am-6pm with actual iMagicLab, DealerCRM experts. It’s not a computer and it’s not a call center who are going to reply to you. These are genuine iMagicLab trainers and support team members who work in the tool daily, such as myself. We are here to get you straight to the information you need to continue on with your day and to be as productive as possible.

Give it a whirl and let us know what you think!

Simply Hit the Live Chat Button/Help Button on your MyDay Page or visit the DealerCRM Support Center

DealerCRM Support Center

iMagicLab DealerCRM Support Center Website