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Improving Auto Dealership Operations

Improving Auto Dealership Operations. Tracer Quality Assurance and Marketing ROI Solution. Over 20,000 auto dealerships nationwide US new vehicle sales in 2007 were 16.1 million units* *(Source: Autodata Corporation)

charlotte-schroeder
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Improving Auto Dealership Operations

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  1. Improving Auto Dealership Operations Tracer Quality Assurance and Marketing ROI Solution

  2. Over 20,000 auto dealerships nationwide US new vehicle sales in 2007 were 16.1 million units* *(Source: Autodata Corporation) The national average of a customer’s lifetime revenue value is $175,000 (sales, service, referrals, etc.) Advertising expenses for the average dealership in 2005 were over $350,000 * *Source: NADA Data Automotive Market Overview Is it money well spent? $364,619

  3. Advertising/marketing ROI relies on insight to campaign effectiveness Sales team call performance requires ongoing evaluation to avoid critical and costly customer service mistakes Customer Satisfaction Index (CSI) scores used by manufacturers to determine inventory allocation, dealer incentives, discount level, etc. The Business Challenge

  4. The Tracer Solution Comprehensive marketing campaign reporting and interaction management platform Generate reports on every call (inbound/outbound, local, long distance, toll-free) Built-in, customizable reporting features pinpoint where calls originated and from which campaign Easy access to call recordings for evaluation, training and dispute resolution

  5. Key Tracer Features • Integrated live call monitoring with pause, rewind, fast forward and IM • Perfect for quality assurance, real-time coaching and personnel development • Desktop video recording • Integrated video replay to audit PC use during calls • Employee evaluations and quality reporting • Proactively develop personnel and control quality

  6. Key Tracer Features Live Call Monitor Desktop Video Playback Evals & Reporting

  7. Capture detailed caller contact information to enable more targeted campaigns Gain insight into which campaigns are working and allocate marketing resources more effectively Drill down further to actually hear calls and gauge consumer response Marketing Benefits

  8. Customer Satisfaction Benefits • Improve sales team performance through call evaluation and coaching • Real-time notification of abandoned calls • Live monitoring enables immediate performance improvement • Eliminate phone abuse and enhance employee productivity • Resolve service department disputes and preserve dealership credibility

  9. Who’s Calling Hosted service offering (application is “in the cloud”), dealer pays a monthly service fee Dealer gets the use of 800 numbers ANI/DNIS powered caller information Call recordings retained for last 30 days Average cost range of $1,000 - 3,000 month, may also include a T-1 span line Competitive Offerings

  10. 800 Response Offers vanity 800 numbers, no local number presence Dealer does not own the number Numbers are area-specific (competitors can use the same number in other locations) Limited call tracking reports Competitive Offerings

  11. The Tracer Advantage Captures data on every call (inbound/outbound, local, long distance, toll-free), every lead is accounted for Eliminate unexpected cost increases with flexible purchasing options Maintains a local area presence, versus impersonal 800 number approach Call data stored securely “in-house”, not remotely alongside competitor’s data No time constraints for data storage, keep recordings as long as desired Unrivaled customer service and support network

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