Driving Business ContinuityFacing New Challenges with New CRM Strategies
Tiea Roper, Senior Performance Manager
VinSolutions
Challenge Accepted
“Customers who buy right now won’t go back”
Opportunity Awaits
“I have to equip myself and team for the shift”
Agenda
• Employee Adjustments
• System and Process modifications
• Management Strategies
• Customer Communications Tactics
• Back-to-Business Initiative
Employee Adjustments
• Modify your new lead strategy where needed• For an “all hands on deck” approach consider a lead
bucket
• Create groups in your CRM easily identify furloughed versus active employees
• Edit their access level as needed
• Modify alert notifications• Implement a plan for their active customers
System Settings
• Dealer and Employee hours
• Modify IP security settings
• Call forwarding – Voicemail adjustments
Process Adjustments
• Create a “temporary” custom process
• Utilize the custom status options
• Create or modify your auto messaging* • Email – Text – Auto responder processes
*A Performance manager can provide example process and templates
Communication Strategy
• Remain social!
• Update Google and your Website
• Use the CRM to engage through personal
or auto response text and emails
• CRM email campaigns should be strategic
and relevant to that customer at that time!
ManagementStrategy
• Check your “Desk Log” for all new
opportunities
• “Unanswered Emails and Text Replies”
report
• Review it often – This can also be
auto-emailed to leadership daily
• Showroom visit log
Back-to-Business Initiative
0% Financing
Deferred Payments
Employee Pricing
Lease Return Promotions
Opportunity Checklist
• Lease prospect list
• Custom status filters
• Coaching Dashboard
• Automotive Intelligence
• Active without follow-up report
Automotive Intelligence (AI)
Coaching Dashboard
• Roll out/back your updated processes• Internet • Phone• Unsold Visit
• Reinforce your connection strategy• Call
• Text• Chat• Video
Action Plan
• Schedule a call with your Performance Manager
• Review and update customer engagement - accountability -sales strategy
• Execute – Review – Revise