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Autocom

48882 Van Dyke Shelby Township, MI 48317

586-263-8160 bill@autocom.org

President, Autocom

AUTOCOM

Retail Automotive CSI Support

Providing customer follow-up services and CSI Support

to new car dealers since 1985

Our follow-up call program will

Persuade more of your satisfied

customers to answer the CSI Survey (more responses = higher CSI)

Condition those satisfied customers

to give a Top Box Response (better responses = higher CSI)

Alert you to unhappy customers in time

for you to react before they are surveyed (fewer unhappy customers = higher CSI)

Provide monthly statistical analyses to

help your process improvement efforts (more satisfied customers = higher CSI)

We’ll even consult with your staff to

review processes you’re presently using

and how they might impact your CSI

Because CSI is what we do...

ALL we do

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Please note…

Examples in this booklet are geared toward new car dealers in general and are for illustrative purposes only

Your Autocom program will be designed to address your manufacturer’s CSI process as well as your dealership’s specific needs

And while this booklet only describes our service calls, we also provide a similar program of sales follow-up calls

Contents

Background 2

How and why it works 6

Rates 10

References 12

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The Autocom advantage

The Autocom advantage…

... is a call designed to persuade more of your Completely Satisfied customers to return your CSI survey with a Top Box response

… is a process designed to reach up to 70% of your customers, many of them the day after their service experience

… is responsive enough to alert you to customers who are not Completely Satisfied well before your manufacturer surveys them

The Autocom advantage is the product of over thirty years experience in retail automotive customer follow-up

CSI is what we do, all we do

… and we do it very well

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We work exclusively for automobile dealers

We know how to increase your CSI response rate and Top Box scores for quick results. We report individual customer concerns quickly and accurately so you can address them before your customer is surveyed by your manufacturer Our monthly summary report will help you identify trends for long term process improvement

Our contact rate is up to 70% and we’ll reach many of your customers the day after the RO is closed

Calls are made from our Michigan Call Center by trained Customer Service Representatives (and yes, English is their first language)

We have the focus ...

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Calls are brief, non-invasive, and easy on your customers

We even manage your very own Do Not Call list for your customers who do not want to be called

We acquire customer data electronically from your DMS

You decide the criteria we use to determine which customers to call

Completed call reports are emailed to you daily, urgent ones within minutes of our call

Summary reports make potential problem areas easy to identify

and the experience

We have called more than 4,000,000 customers just like yours over the last 30 years.

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If Completely Satisfied…

We condition your customer to reply with the appropriate Top Box response (Completely Satisfied, Excellent, Truly Exceptional, Truly Outstanding, etc.)

We then secure a verbal commitment to return the

survey

If less than Completely Satisfied…

We find out why and report the details to you for analysis and action, typically within minutes of our call call

The call we make depends on the customer

First, we determine whether or not your customer is Completely Satisfied

(likely to give a Top Box response to the CSI Survey)

The Autocom call

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Summary reports are emailed each month

We track thirteen different customer concern areas and report current month as well as three month and twelve month cumulative statistics so you can identify trouble spots quickly

Reporting

Individual call reports are emailed to you daily, urgent

ones within minutes of our call

We use a searchable .pdf format

so you can easily find a specific

call form at a later date with

Windows search

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Our call process is based on four basic principles …

We believe a happy customer is less likely to answer a

survey than an unhappy customer, and even less likely

to answer two of them

…so we make a Courtesy Call, not a Survey Call to avoid the risk

of reducing the CSI response rate from Completely Satisfied

customers

We believe a customer will tend to lean his response in the direction he perceives we want to hear

…so we do our best to get the customer to tell us he’s

Completely Satisfied. This is especially important because…

The psychology behind the call

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We believe that once a customer expresses a response, he is more likely to repeat that response the next time he’s asked

If we can get your customer to tell us he’s Completely

Satisfied, he’s more likely to reply the same way on the

CSI Survey

We believe if a customer makes a verbal commitment to do something, he’s more likely to follow through and do it

… so we get a verbal commitment from your customer to

fill out and return the CSI survey

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If your manufacturer surveys 100 customers

And if 95 of them are happy And only 5 are not

Our customer satisfaction level would be 95%

...but not everyone will return the survey

The statistics behind our success

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If only twenty of these people return the survey…

And if our five unhappy customers are among the twenty…

Our measured satisfaction level (CSI Top Box) will be 75%

(15 satisfied out of 20 responses)

If we can convince just ten more customers to return the survey…

Since these additional responses come from satisfied customers…

Our measured satisfaction level (CSI Top Box) jumps to 83%

(25 satisfied out of 30 responses)

So while informing you of unhappy customers before they are surveyed may be helpful, our biggest impact on CSI comes from convincing more of your Completely Satisfied customers to return the survey

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Rates

Program cost depends on several variables, such as the

number of ROs attempted, your call selection options (warranty only or warranty and CP, etc.), number of attempts per RO, and your choice of monthly reporting options.

By customizing these options for you we can tailor a call

plan to meet your CSI objectives and your budget, and in most cases come up with a plan that will have a significant impact on CSI response rate and scores for less than it would cost you to do so in-house.

To give you an idea, if you generate 800 eligible repair

orders a month, your monthly cost would be around $1170 or about $1.40 an RO.

If you generate 1600 eligible ROs a month your monthly

cost would be around $2000 or about $1.25 an RO.

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Other Services

We also provide...

Service Reminder Calls to help you recover your ‘lost’ service customers

Direct mail owner follow-up for sales customers

Special Purpose Calls

Over the years, we have handled a wide variety of special purpose call and/or mail programs for our dealers

Have a one-time or short term special project?

Call us… let’s talk

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References

Contact Dealer Since Phone

Randy Beattie Village Automotive, Birmingham, MI 1986 248 549-5300

Paul LaFontaine, Jr. Imlay City Ford, Imlay City, MI 1993 810 724-5900

Patrick Scoggin Huntington Ford, Rochester Hills, MI 1998 248 852-0400

Mark Clark Suburban Cadillac Buick, Troy, MI 2000 248 663-0070

Bill Cate Russ Milne Ford, Macomb, MI 2001 586 948-7700

Mollie Williams George Matick Chevrolet, Redford, MI 2001 313 531-7100

Wayne Andrei Roseville Dodge Jeep, Roseville, MI 2005 586 772-0800

Jamie Flees Hendrick Buick GMC Cad, Cary, NC 2007 800 858-2924

Mike Mosser Suburban Chevrolet Cadillac 2007 734 663-3321

Adam Staton Meade Lexus, Southfield, MI 2008 586 803-6207

Troy Taylor Hendrick Durham Auto Mall, Dunham, NC 2009 919 667-2263

Mandy Friday Taylor Ford, Taylor, MI 2010 313 216-1590

Darryl Fort Lexus of Charleston, Charleston, SC 2010 843-852-4829

Jim Spotts Jimmie Johnson Chevrolet, San Diego, CA 2010 866-576-4030

Frank Alberghina Hendrick Dodge, Birmingham, AL 2011 205 823-5225

Mike Duncan North Park Lexus, San Antonio, TX 2011 210 308-5744

Larry Rieck Suburban Buick GMC, Ferndale, MI 2011 248 547-6100

Rob Testani James-Martin Che Bui, Detroit, MI 2012 313 875-0500

Brian Kramer Lexus of Clearwater, Clearwater, FL 2012 727 726-6000

Allen Majewski AutoNation Mercedes-Benz Market 5, FL 2013 904 495-5979

Brian Aghajani Mercedes Benz South Bay, CA 2013 310 534-3333

George Brown AutoNation Lincoln, Clearwater, FL 2013 727 231-1380

Marty Hay Mercedes Benz Cary, Cary, NC 2013 919 380-1800

Josh Miller Germain Nissan, Columbus, OH 2013 614 383-4300

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A brief history

Autocom began providing customer follow-up services (by mail) to Quality Pontiac in Pontiac, MI in the summer of 1984.

We secured a DBA on September 5, 1985 and by the end of the following

year we were providing service to 12 other dealers.

In 1987 we became more directly involved in our dealers’ CSI efforts by developing a program of telephone follow-up for service visitors. We rented our first small office, and by the end of that year were serving 19

dealers.

We moved to a larger office in Clinton Township, MI in November of 1989 and incorporated on January 1, 1992. We expanded again in December of 1993, adding additional office space and by the end of the following year we were providing services to about 30 dealers.

We expanded again in April of 2000. By 2001 we had about thirty employees and were providing services to over 50 auto dealers in five states.

In 2007 we took a beating along with the rest of the automotive industry and pretty much started all over again..

In 2014 we moved to our new 6000 sq ft call center in Shelby Township, MI.

We started 2015 with 48 employees serving 68 new car dealers across the US.

Autocom is an approved vendor to AutoNation, Hendrick Automotive

Group, and Dick Smith Automotive Group, among others.

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Mission statement

To remember that the most important person in our day is the customer of our dealer.

To be responsive to our dealers’ needs and to exceed their expectations whenever we can.

To recruit concerned and able employees, allow them to perform to the best of their abilities, and then reward their efforts accordingly.

To ensure our fees are fair, reasonable, and worthy, and to make every effort to remain a strong and profitable corporation.

To become the standard by which our competitors are measured.