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SocialCRM Product Feature Presentation

SocialCRM Product Feature Presentation. Major Areas Covered Retention Features New Customer Acquisition Features Advanced Business and Results Reporting. SocialCRM Product Advantages. You Can Have it All! Comprehensive – Retention and New Customers Automated – Shop Does Almost Nothing

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SocialCRM Product Feature Presentation

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  1. SocialCRM Product Feature Presentation Major Areas Covered • Retention Features • New Customer Acquisition Features • Advanced Business and Results Reporting

  2. SocialCRM Product Advantages You Can Have it All! • Comprehensive – Retention and New Customers • Automated – Shop Does Almost Nothing • Affordable – Great Price/Value – No Hidden Fees • Personalized – Marketing Consultant • Results - Reporting by Email

  3. Comprehensive Solution

  4. Retention

  5. Service Reminder Emails • Appointment Request • Vehicle Mileage • OEM Schedule Due • Service Date • Recommendations • Loyalty Site Link (OAS) • Mobile Friendly Desktop Mobile

  6. Email Matching Service Collecting Emails • Program Start Match Approx. 30% of Database • Every Quarter We Match New Customers (eCRM-only product = 1 time match) • We Find 400-500 Emails On Average Start-up • We Provide Welcome Kit Assist Shop in Collection • Provide Front Counter Signage >>> • Poster • Welcome Booklet

  7. OwnerAutoSite.com

  8. OwnerAutoSite.com Service History Optional

  9. OwnerAutoSite.com Manufacturer Scheduled Services

  10. OwnerAutoSite.com Request Appointment

  11. OwnerAutoSite.com Current Coupon

  12. OwnerAutoSite.com Auto Service News

  13. OwnerAutosite.com Shop Owner's OAS Tips: • Register Shop Owner Vehicle for OAS • Display Welcome Kit (Features OAS) • Can Request to Hide Features • Shop Can Request All Access Codes • Demo Site: Username: OwnerAutoSite@mitchell1.com Password: mitchell 1

  14. Personal Marketing Support Agent • Onboarding Agent “Quick Starts” automatically in 5 Days • Assigned Agent : • Contacts Shop within 5-10 days • Agent Creates Coupons • Agent Creates Facebook Page • Agent Installs Facebook Apps • Agent Create email Target Market Promotions • Agent Reviews Results Reports • Agent Recommends Improvements

  15. Thank-you Email • Trigger = Posted Invoice • Customized Message • Coupon • Facebook Link(SocialCRM) • Review Link(SocialCRM)

  16. Target Market Promotions Program Details • Email TMPs are Free / Unlimited • TMP = eMail Target Market Promotions • ALL TMPs Handled Through the Agents • Results Reporting Based on Open/Clicked • Standard Coupons Are Free, Custom Are Not • Can Impact Service Reminder Response Reporting

  17. Target Market Promotions Rules For A Great Promotion! • Have a Great Headline • Offer They Can’t Refuse • Keep It Special • Have a Short Deadline

  18. Targeted Groups Select List By: • Zip Code • Time Since Last Visit • Visits In Last 12 Months • Average RO $ per Visit • Weeks Since Last Service Reminder/TMP • Estimated Vehicle Miles • Vehicle Make • OAS Registered Yes/No • State Inspection Date

  19. Mobile Friendly Service Reminder Appointment Request Review Page

  20. Mobile Friendly (Cont’d) Thank You (SocialCRM) Thank You (ECRM)

  21. Service Reminder Postcards

  22. Custom Message

  23. Calculating Postcard Level • We Start with Customer in Last 24 months • Subtract 25% for Email Match and Incomplete Records • Divide by Four (Reach all customers every four months) • Impact on Postcards Sent • Bad/Incomplete Addresses and Vehicle YMM • On-going eMail Match will Reduce Postcards Needed • New Customers Coming to Shop Will IncreasePostcards • Sample Formula and Rule-of-Thumb: • 2000 Customer minus 25% Email Match = 1500 • 1500 / 4 = 375 • 400 or 300 postcards? SocialCRM on-going eMail Match? • Yes - Round Down to Allow for Future Matches, 300 Cards • No – Round up for future customer growth, 400 Cards

  24. The Complete Solution

  25. New Customer Acquisition SocialCRM

  26. New Customer Acquisition

  27. Why SocialCRM? SocialCRM Product Features Are About: • Internet Visibility - Google Is New Consumer Yellow Pages Phone Book • Reviews Content Helps Your Search Ranking • Facebook Builds Customer Relationship And Word-of-Mouth, And Also Helps With Search Ranking.

  28. Verified Reviews • Automatic • Verified • Phone Reviews Add More Reviews Sooner

  29. Verified Reviews Thank-you Email Link And Review Phone Calls Verified Review Link

  30. Shop’s Business Review Page Content Optimized to be Used by Google

  31. Customer Reviews • The Shop Owner: • Can Respond to Customer Reviews • Can Request Rescore by Consumer • Can NOT DELETE Verified Reviews • Can Delete Organic Unverified Reviews • Is Emailed When 3 Stars or Lower • Receives Phone Reviews (Optional) • Can Opt-out of Phone Reviews • Can Share Individual Review on FB

  32. Avg. Review Counts and Ratings *A review is added to the review count only when customers leave verbatim comments

  33. After Completing A Review

  34. Why Our Reviews Are Better • Phone Reviews Increase Velocity • Shop’s Review Page Is Optimized For Search • Verified Reviews Scores Are Generally Higher • Rescore Opportunity Gives Second Chance • Social Engage Google Review / Share Opportunity • Automatic Collection Makes It Simple • Share Best Reviews on Shop Facebook Newsfeed

  35. The SureCritic Advantage • Obtain reviews from actual customers • Business Review Page • Early warning for at-risk customers • Off-set Negative Reviews Elsewhere • Optimized BRP Page • Increase social signals • Badge/Widget backlinks • Relevant, Real-time • Content Search Online Reputation Social Media Marketing & Process Improvement • User Generated Content Share on Shop FB Page • Promote and Automate Social Sharing • Incentive Based Social Sharing by Customer • Review Based Marketing • Improvement Identification • Increase Customer Interactions • Responses Market Improvements, Etc. • Market Your Concern Resolution Index (ReScore)

  36. SureCritic Badges – Shop Website

  37. SureCritic Badges – Examples • http://www.revellservicecenter.com/ • http://www.burnsvilleautorepair.net/scw-burnsville.htm

  38. Facebook Page and Content Management Review Content Auto Service News Content

  39. Facebook Page and Content Management • Facebook and Content Management Details: • Facebook Page Created or We Use Existing • Facebook Content Applications Installed Free • One Auto Service News Item Per Week Pushed to Facebook • Shops Encouraged to Comment on Content For Better Visibility • Shops Encouraged to Share Best Reviews From Surecritic Dashboard

  40. Advanced Business Reporting

  41. 10 Email Reports + 2 Online Only Reports • Welcome Report • Key Performance Indicators • Industry Benchmarks • Customer Reviews • Customer Contacts • Customer Email • OwnerAutoSite Registered Users • Response Dollars • Response Analysis • Snapshot of Eligible Vehicles • Sent Report (online only) • Visit Report (online only)

  42. Shop Access Reports • 10 Email Reports • Sent and Visit Report Updated • Option to Receive Weekly • Option to Add Report Delivery Emails • Customer Visit and Sent Reports Not Sent via email – sensitive information.

  43. Welcome Report • Agent Contact Info • Current Coupons • Marketing Message

  44. Customer Visit Report (Updated)

  45. Key Performance Indicators (KPI)

  46. Industry Benchmarks- Dollars

  47. Industry Benchmarks - Count

  48. Customer Reviews

  49. All Customer Contacts

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