P&A Code: 9136 E Firestone Blvd. City, State & Zip: Downey CA 90241
Catalysts: Ralph Paglia Craig Polito Next Visit S/E Dates: 10/5/2004 10/8/2004
Top 3 Areas of Current Concern for Dealer's CRM Phase 1 PROCESS Development - Review with Dealer during Dealer Exit Meeting
Primary "INTERNET" Area of Concern:
Primary "SOLD FOLLOW-UP" Area of Concern:
Primary "SERVICE FOLLOW-UP" Area of Concern:
Dealer Action Plan to correct each of the Top 3 Areas of Concern - To be Completed by Dealer before next Reynolds CRM Program Visit:What How Who & When
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CRM Staff Training and Personnel Development Actions - To be completed by Dealer before Next Reynolds CRM Program Visit:What How Who & When
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CRM Infrastructure Development Actions - To be completed by Dealer before Next Reynolds CRM Program Visit:What How Who & When
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CRM Technology Development Actions - To be completed by Dealer before Next Reynolds CRM Program Visit:
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What How Who & When
Authorized Dealer Signature: Date: #REF!
Print Name: Title:
After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
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"Save As" Using <Dealer Name+Date> as file name, then email file to: [email protected]
Reynolds CRM Pre-Launch Action Plan ChecklistDealer: #REF! Assessment Completed: #REF!
Main Phone: #REF! Scheduled CRM Launch Date: #REF!#NAME? City, State & Zip: #NAME? #REF! #REF!
Owner: #REF! Dealership General Manager: #REF! Cell Phone: #REF!
CRM Catalyst: #NAME? DEALER CONTACT FOR COMPLETING PRE-LAUNCH ACTION PLAN: #REF!Zone Manager: #REF! CELL OR DIRECT PHONE LINE FOR ACTION PLAN CONTACT: #REF!
Total CRM Staff # (including CRM Manager) to be in place at Time of Launch: CRM Space Capacity:
Office Use Catalyst Use STAFFINGHire a CRM Manager
Hire dedicated CRM Representatives Quantity Needed:
Office Use Catalyst Use CRM CENTRALIZED WORKSPACE Locate CRM staff in a contiguous work area
PC Network Cabling routed into CRM (dealer LAN)
Phone Line cabling routed/installed into CRM Dept.
CRM Dept. Staff cubicles with sound panels installed Quantity Needed:
Install new overhead lighting adequate for office work
Designated CRM Dept. team meeting space
Office Use Catalyst Use CRM Dept. WORK STATIONSCRM Dept. Manager's desk
CRM Dept. Manager's office chair
Manager's office seating for 2 guests (minimum)
Acquire and install new/additional PC's into CRM Dept. Quantity Needed:
Install new/additional SYSTEM PHONES into Dept. Quantity Needed:
Install new/additional OFFICE CHAIRS into CRM Dept. Quantity Needed:
OEM Product Source books for each CRM workstation Quantity Needed:
Office Use Catalyst Use PC SOFTWARE & WEB ACCESSInstall Windows XP into CRM Dept. computers Quantity Needed:
Install MS Office XP into CRM Dept. computers Quantity Needed:
Install DMS terminal software into CRM Dept. computers Quantity Needed:
Setup DMS user ID and password for CRM Dept. staff Quantity Needed:
Name of Dealer's DMS system & software: 0Install CRM Tool Software Quantity Needed:
Setup CRM Tool user ID and password for staff Quantity Needed:
Setup OEMDealer.com user ID and password for staff Quantity Needed:
CRM Dept. PC's connected to Internet Access Quantity Needed:
Name of Dealer's CRM software application: 0Name of Dealer's Internet Lead Management tool: 0
Office Use Catalyst Use CRM Dept. EQUIPMENT AND SUPPLIES
Network Printer in CRM Dept.
Copier
Office Use Catalyst Use APPLICATION SOFTWARE & PRODUCT TRAINING
Dealer DMS system training for CRM Dept. staff
Dealer CRM application training for CRM Dept. staff
Reynolds Dealer #:
Contact all Internet lead suppliers by phone and email, Instruct them to route all Internet Leads into one lead management tool, and accounts, used by CRM staff
In Column "B" select "YES" or "NO" in each action item cell. Select "YES" from drop-downs in Column "B" when Dealer must take action regarding described item. Select "NO" from the drop-down in column "B" if the dealer does not need to take action. NOTE: Column "A" stays blank
"Save As" Using <Dealer Name+Date> as file name, then email file to: [email protected]
Service Lead Manager and Staff work in dedicated area designated as the CRM or Lead Department…………… YES
CRM Verification During Visit
Process Visit #1 Visit #2 Visit #3 Visit #4
Sylvia Rodriguez YES
Carla Maddox YES
Julie Escovera YES
CR Managers and Staff each have a phone that is connected to Service Dept.'s phone system……………………… YES
Information Technology Tools (Identify vendor and application name - describe utilization by CRM staff) CRM Verification During Visit
Process Software Used to Manage & Track Data Entered Monthly Metrics Reports Visit #1 Visit #2 Visit #3 Visit #4
UDC CRM application, Who's Calling & ERA Calls-appoinments-shows YES
ERA sales reports to UDC CRM application Calls-appoinments-shows YES
YES
CR Manager and Staff each have a dedicated PC workstation w/Broadband Internet Access……………………… YES
Determine which of the following Service Lead Management elements are in place for the CRM: Visit #1 Visit #2 Visit #3 Visit #4
CR Managers and staff are cross-trained on all Service Appt. setting/scheduling Processes………………… YES
CRM/SLM Staff has pay plans that reward service appointments (generated, confirmed and/or shows)……… YES
CR team has copies and online access to current OEM & Dealer service marketing and promotions…………… YES
CR team has networked access to service dept. DMS applications, RO files, appt. scheduling software…… YES
CR team has Appointment Board that lists CRM generated service appointments & shows MTD…………………… YES
Service advisors have information readily available in the service drive for CRM generated appointment YES
CR Manager enrolled in supplemental SLM Training from FCSD qualified source…………………………………… YES
Specify type: Monthly UDC maintenance training YES
In space below, describe a uniquely effective CRM/SLM "Best Practice" dealer has implemented: YES
RCS Catalyst and Dealer confirm that descriptions and items listed on this page reflect actual SLM operations: Visit #1 Visit #2 Visit #3 Visit #4
Date: 7/27/2004
Date: 7/27/2004
Title:
"Save As" Using <Dealer Name+Date> as file name, then email file to: [email protected]
After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
Service Lead Manager
YESNO
Process Management & Execution - Describe what tasks the CRM Staff ACTUALLY performs:
CRM Certification Requirement that must be witnessed by Certifying Consultant:
NAMES of CRM Staff who were witnessed EXECUTING actual customer contacts:
Inbound Phone calls - Service:
CRM Staff is receiving and handling incoming Service request and information calls
Sales to 1st Service Appt.
CRM Staff is contacting all customers who have bought a vehicle to schedule them for 1st service
Service ROFollow-up:
CRM Staff is receiving DMS lists of customers who have received service and calling them
Inbound Phone calls - Service:
Manually into UDC
Sales to 1st Service Appt.
Manually into UDC
Service ROFollow-up:
ERA Service reports into UDC CRM application, manual appt. follow-up
Manually into UDC
Toyota Service Satisfaction Surveys
During the dealership's weekly management staff meeting, the CRM manager distributes a MTD and YTD report that breaks out each of the CRM processes with both variable and fixed operations. Each process is reported on by volume of customer contacts, appoi
RCS CatalystSignature:
Authorized Dealer Signature:
Print Dealer Signature Name:
Service Customer Management Processes - INBOUND
Dealership: ABC Motors Ford Region: California Visit Start Date: 7/27/2004
RCS Catalyst: Ralph Paglia RCS Catalyst #2: 0 Visit End Date: 7/27/2004
Catalyst must enter initials in the boxes to the left of items that require verification… All blank boxes must be filled in.
CRM Best Practice - Inbound Service Phone Processes:Verification During Each Visit
Tactical Description of Inbound Service Call CRM Process ComponentsVisit #1 Visit #2 Visit #3 Visit #4
YES CRM has Documented Inbound Service Phone Process that CRM staff is trained to execute
YES All incoming Service request/inquiry calls routed to the CRM during CRM hours
YES Incoming call data and results collected and recorded in a Software Application
YES CRM Staff uses phone scripts or word tracks when they are answering service calls
YES CRM Staff tracks incoming call volume and reports results to Service Manager
YES Incoming Service calls that result in a client concern issue are escalated to management
NO Appointments from Incoming Service Calls are electronically transferred to Service Dept.
YES Appointments from Incoming Service Calls are manually transferred to Service Dept.
YES Customer & Vehicle Information is collected by CRM, then transferred to Service Dept.
YES ALL Incoming Service Call volume is tracked; reports show calls/appointments/shows/RO $
YES CRM staff is scheduled to provide best coverage during peak times of Service call volume
YES CRM has process for determining best time for a caller's appointment to be scheduled
In Space Below, Describe Dealer's Inbound Service CRM Telephone Software Capabilities and How they are used:
In Space Below, Describe current INBOUND SERVICE PHONE process and how incoming service calls are handled:
Dealer's Source(s) of PHONE Scripts in CRM: UDC consulting Reynolds Consulting CRM Manager created
List Best Practice Examples of Inbound Service Phone Scripts used by CRM: Incoming Service Request Call
Inquiry on Time Needed for repairs Incoming Service Price Request
Visit #1 Visit #2 Visit #3 Visit #4 Dealer confirms listing of actual dealership CRM processes and infrastructure in place:
YESAuthorized Dealer Signature:
Date: 7/27/2004Print Dealer Signature Name:
Title:
YESCatalyst Signature:
Date: 7/27/2004
"Save As" Using <Dealer Name+Date> as file name, then email file to: [email protected]
After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
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Indicated This CRM Visit #:
Indicated This CRM Visit #:
Service Customer Management Processes - OUTBOUND
Dealership: ABC Motors Ford Region: California Visit Start Date: 7/27/2004
RCS Catalyst: Ralph Paglia RCS Catalyst #2: 0 Visit End Date: 7/27/2004
Catalyst must enter initials in the boxes to the left of items that require verification… All blank boxes must be filled in.
CRM Best Practice - Outbound Service Phone Processes:Verification During Each Visit
Tactical Description of Outbound Service Call CRM Process ComponentsVisit #1 Visit #2 Visit #3 Visit #4
YES CRM Dept. has Documented Outbound Service Phone Process that CRM Dept. staff is trained to execute
YES New Vehicle Sales Customers contacted by CRM Dept. to schedule/confirm 1st Service Appointment
YES Used Vehicle Sales Customers contacted by CRM to schedule/confirm 1st Service Appointment
NO CRM contacts customers who have scheduled an appointment in Service Department
YES CRM contacts customers who have completed service RO's without a prior appointment
YES CRM contacts customers awaiting parts to complete needed service, schedules appointment
YES CRM contacts customers for OEM Recalls & Service Campaigns - schedules appointment
YES CRM contacts inactive or lost service customers - schedules appointment
YES Customer & Vehicle Information is collected by CRM, then transferred to Service Dept.
YES ALL Outbound Service Call volume is tracked; reports show calls/appointments/shows/RO $
YES CRM staff is scheduled to provide coverage during best times for outbound customer calls
YES CRM staff has process to select best time for setting an appointment when making outbound calls
In Space Below, Describe Dealer's Outbound Service CRM Telephone Software Capabilities and How they are used:
In Space Below, Describe current OUTBOUND SERVICE PHONE processes and how outbound service calls are made:
Dealer's Source(s) of PHONE Scripts in CRM Dept.: UDC consulting Reynolds Consulting CRM Dept. Manager created
List Best Practice Examples of Inbound Service Phone Scripts used by CRM Dept.: Outbound Service Follow-Up Call
Outbound Call Service Price Request Outbound Recall Campaign Call Outbound Past Due Service Call
ANR Unsold Follow-up Call New Vehicle Sales - 1st Service SOP arrived, schedule service call
ANM unsold Follow-up call Used Vehicle Sales - 1st Service Lost/inactive service customer recapture outbound
Visit #1 Visit #2 Visit #3 Visit #4 Dealer confirms listing of actual dealership CRM processes and infrastructure in place:
YESAuthorized Dealer Signature:
Date: 7/27/2004Print Dealer Signature Name:
Title:
YESCatalyst Signature:
Date: 7/27/2004
"Save As" Using <Dealer Name+Date> as file name, then email file to: [email protected]
After Sending File by Email, Then Fax CRM Dealer Action Plan to: 1-801-340-8918
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Indicated This CRM Visit #:
Indicated This CRM Visit #:
Service Customer Management Process Development - Action Plan
