CRM Application Profile Application Specific Relevance by Point of Business Development Opportunity

Company Profile Showroom

Product NameRelease VersionProduct Format ASPHeadquartersFounded

Leadership

Installed Base 300+ RooftopsInternational CanadaLanguages Supported

Product Pricing

Standard $600 per rooftop$25 per CRM User$70 per SMR User

Enterprise/Tiered Pricing

Technical Specification (Minimum/Optimum Configuration Requirements)

Hosting ASP – web applicationDesktop Recommended PC

Pentium 223MHz or higher

Windows 2000 or greaterIE 6.0 or greater

Windows 98 PC’s should be using IE 6.0Servers

Communications

Architecture

Limitations

Support

Provide Important Information to Customers

Customer can report bugs via email NoNo

Global Data Replace Feature NoIn-house or Out-sourced In-houseExtra Fees for Support Included in monthly recurring feeHelp Desk and Customer Service Yes

English, French Canadian for letters and email only

64MB RAM (128MB RAM for printing bulk mail over 500 letters)

Video adapter and monitor with Super VGA (800 x 600) or higher resolution

Windows 95 must have IE 5.5 with Service Pack 2

What’s New displays when user logs in, can also be accessed via online help

Customer can make suggested enhancements via email

Availability

Service Levels

Implementation Process

Implementation Steps

Initial Skill Assessment YesTraining Yes- On Site- Web based No- Classroom Yes - Loyalty Management University- Telephone Training Yes – ADP Consultants- Process training Yes – ADP ConsultantsTrainers Qualifications Certified Technical Trainers

No

Timeline for Implementation 45 - 90 days

Key Feature Benefits Claimed Showroom

Real time integration with WebSuiteResults driven contact schedulesTrue CRM implementation consulting.Net technology from MicrosoftFollow-up by email, phone and mail

Supplier's Primary Strategic Alliances Showroom

Lead Management Showroom

Features Functionality Description

How does the vendor gain retailer management support and the culture change necessary to make a CRM solution successful?

Through a combination of CRM Trainers on site, followed by onsite CRM application trainers who are followed up by Consultants during CRM program launch

Is product utilization engineered in the system so that it can be tracked by user and function?

This is where the vendors key differentiating product features should be listed… May come directly from their advertising and promotional materials

A Complete CRM solution that addresses process, technology, workplace culture shifts, DMS Integration and more

Enter the top 4 strategic alliances that have been established by the vendor and are relevant to the use of their CRM application by dealers and OEM's

·    CSC – ASP hosting servicesWho’s Calling – customer phone call data streamed in and parsed into application's data fields

Callbrite – customer phone call data streamed in and parsed into application's data fields

Microsoft - .net application architecture and IM alert system for real time user notification

Yes - includes service and parts

Identify Duplicate leads

User Defined Lead Sources & Tracking YesSet Lead Sources Active/Inactive YesUser Defined Lead Statuses & Tracking YesSet Lead Statuses Active/Inactive YesUser Defined Lead Types & Tracking

No

.Net Alert when new prospect assigned YesHandheld device to display application No Integrated wireless (2-way) Support WIT deviceProspect Notes

Internet Showroom

Rich text email editor Yes. Receive email from consumer in tool YesGraphics, flash video

Attachments Send and receiveMultiple email addresses Yes, Primary and Alternate for each client

Notification of new email received Yes, when user logs in and .Net alertReceive Leads Real Time YesReceive Leads at Enterprise level NoReceive Leads at Store level Yes

Funneling and managing from multiple channels (e.g. web, walk-in, traditional mail, e-mail)

Prospect is flagged as a duplicate if there is currently an open email prospect that has been open 30 days or less… Also report on duplicates

No, lead types are defined by the system. Email, Fax, List, Other, Phone and Walk-In are the options.

Notification if prospect owned by another sales person (“Skate” Feature)

Quick Add Client provides notification and security.

The Client Profile displays the most recent prospect record in the context area, which includes the Primary Salesperson assigned to that prospect.

Dealership Hours of Operation and General Information

Unlimited Prospect records and separate Prospect Notes for each opportunity. The Prospect creation date and time is saved with each record.

Limited - graphics can be added using a valid IP address of the desired graphic

Round Robin/Broadcast

Manual Lead Assignment

Attach email to existing client YesYes

How is an invalid lead processed?

Tracking

Automatic Lead Status Escalation No automatic escalation.

Basic Automated Response Capability YesSpecific Auto-Response by Store YesSpecific Auto-Response by User NoSpecific Auto-Response by Lead Source NoSpecific Auto-Response by YearSpecific Auto-Response by Make No

Leads can be distributed as round robin or broadcast based on the user defined rules. The rules can be defined based on the following criteria: Client Zip Code, Day of the week or Time that the lead was received, Prospect Source, or Desired vehicle information (Make, Model, Year, New or Used or Stock Number).

Yes - leads can be manually assigned to a Salesperson.

Automatic Lead Assignment –Qualifications and distribution options

Leads can be automatically assigned based on the user-defined distribution rules. Follow-up activities can also be automatically assigned based on the schedule setup.

Client automatically created when lead received

Person specified to receive unparsed leads also receives invalid leads.

The leads can be tracked by store, salesperson, source, status, or date received.

Describe CRM application's AUTOMATED mechanisms for differentiating among prospects and/or Leads

The way a prospect is displayed identifies its state. Assigned prospects that have had a response display in normal font. Assigned prospects that have not had a response and are not overdue based on the timeframe set up for the store display in italics. Assigned prospects that have not had a response and are overdue based on the timeframe set up for the store are displayed in bold italics. Unassigned prospects are displayed in bold font.

Describe CRM application's method for MANUALLY flagging, marking or otherwise creating differentiation among prospects and/or Leads

Leads can be manually escalated to another user if desired. The system can also be setup to automatically escalate activities to the manager based on the schedule setup and the results defined in the schedule and selected in the activity completion.

Specific Auto-Response by Model NoNo

Specific Auto-Response by Time Slot NoSpecific Auto-Response by Weekday No

Lead Re-assignment

Distribution of unparsed leads

By customer request.

Yes - $300

What lead format(s) are supported? ADF/XML, limited text leadsPhone

Reverse White Page Look-up No

Who’s Calling Partner

Callbright Partner

Outbound Verification No

Specific Auto-Response by vehicle inquiry Stock # prefix and/or suffix

Contact Schedule automatically initiated when lead received

Based on the schedule setup, all leads can automatically be placed on schedules for follow-up activities.

Within the Inbox task, the user can easily assign leads to another salesperson. If desired, more than one user can be assigned to a lead, indicating which user should be the primary salesperson.

Distribution of Internet leads for existing clients already working with a sales person

Yes - there is a specification option that allows the user to specify if the distribution rules should be used on new clients only, using the primary salesperson for existing clients.

Ability to transfer Internet leads when out of office

Out of Office feature allows the user to select the way their internet leads should be handled while they are out of office. This can also be setup at the system admin level and based on security not allow the user to change the option when they log off the system.

There is a specification for the dealership to define which user should receive all unparsed leads. This is setup by business unit.

How are 3rd party lead sources incorporated into your product?

Is there a fee for lead service integration if the provider is not already in the program?

What are the limitations to data sharing with 3rd party lead sources, if any (e.g. frequency of updates, data downloads)?

Currently, only receive data from 3rd party lead sources, do not send any data.

Contact Schedule automatically initiated when lead received

Yes - automatic activities are generated based on the schedule setup and results defined in the schedule.

Yes. Integration with Who’s calling for Inbound telephony.

Yes. Integration with Callbright for Inbound telephony.

Capture Inbound

Script Outbound

Screen Pops NoShowroom

Ability to capture prospect information

Driver’s License Capture

Zip Code Decoder YesReverse White Page Look up No

Floor Traffic Entry

Client Management Contact Management

Yes - via integration with WebSuite

Multiple employees own the client

No

Client owned vehicles NoClient notes NoGlobal notes No

Yes

Manually – phone leads can be captured and recorded manually through floor traffic and/or prospect record.

Phone scripts can be defined and accessed when completing a phone activity.

Yes. Utilizes customer information in CM as well as WebSuite.

Yes - Pilot phase beginning 6/03. Utilizes a scan device.

Contact Schedule automatically initiated when lead received

Based on the setups. The lead can automatically be placed on a prospect, unsold follow-up schedule.

Yes. Using Sales Management tool, track all floor traffic for more accurate reporting and closing ratios.

Minimum information required to enter customer in system

First and last name and one method of contact (address, phone or email).

Integrated view of the customer across dealership departments

Any user with proper security and visibility can view the contact management information.

Integrated view of the customer across enterprise

Users at the enterprise level can see all information for that enterprise, the stores within that enterprise as well as branches within those stores. Users at the store level can see store level information and all branches below. Visibility across different enterprises is restricted.

Is there one view of the customer and household?

Yes - can view client profile information or you can view household information.

Create a common customer ID (Data Association)

No - multiple salespeople can be associated to the client record, with only one primary salesperson assigned at one time.

Address book for Clients, employees and personal

Distinguish between individual and business clients

Enter buyer and co-buyer information No – only buyer is availableClient Re-assignment letter

View all schedules attached to a client NoAbility to log client issues Yes – entered on Client care screenTrack and resolve client issues

De-dupe Clients Yes, transaction received from WebSuitePhoto of client attached to profile NoEnter all client information on one screen Add Client screen – No

User Defined Fields NoContact Management Contact ManagementTrack history of all activities Yes

Time Based Schedules YesResults Based Schedules

Event Triggers YesReprint Letters

Phone Scripts (merge fields)

Yes – user initiated

Document Editor (merge fields)

Email Editor

Thesaurus NoSchedule email to be sent automatically No

Yes

Allow multiple home and work contact information

Home, Work, Cell, Fax and Pager numbers. (1 of each)

Display the business name and personnel names

You can attach various individuals to a Business client by using the Household option for the personnel of that business.

Yes - when reassigning clients, user has an option to select a reassignment letter from a list of available documents.

Yes - using client care screen, you can record a status of the issue to help track the progress. Client care issues can be automatically assigned to schedules for follow-up activity. Client Care Log report also available.

Quick Add Client screen – all key information on one screeen

View activities by type (client, prospect, sales etc.)

You can view activities by status, date range, contact method, store or by individual user.

Yes - results based schedules are available with a standard set downloaded with system install.

Yes - reprint letters or resend email messages.

Yes - phone scripts can be created within the Setup Documents task. Merge fields are supported

Spell Checker (user initiated, and/or automatically identified)

Yes - available with option to input tables, images, modify the background, font, or import merge fields.

Yes - available with option to input tables, images, modify the background, font, or import merge fields.

Ability to print all letters at once vs individually

Yes

Templates – by store and/or by user

.Net alert for activity due to be completed

Activity Reminders

Yes

Uncompleted activity creep

Activity Notes

Survey capabilities

Ability to track survey results NoNo

Telephony NoNo, but can be called into TAC for a copy.

Managing the Sales Process Contact ManagementElectronic Desk Log Yes, in the Sales Management application

Credit Application

Credit Bureau Integration No

Matchmaker Feature

Yes, first time and return

Full or limited quote capabilities

Ability to save multiple quotes YesCompare multiple financing options No, not side by side comparison

Ability to send all email at once vs individually

Store - templates can be defined by contact type and by store. Templates are not user specific.

Yes - .NET alert can be setup to provide activity reminders.

Can be setup manually or defined in the schedule to automatically have a reminder.

Stop schedule when vehicle traded back to dealership

No - calendar indicates days with incomplete activities (bold) but they do not carry over to the next day over.

Yes - unlimited activity notes can be added to an activity. When completing an activity in the pop-up, you can also add activity completion notes.

Yes - can setup surveys in the Setup Documents task. Questions can be setup with multiple choice and/or text responses.

Ability to view all clients attached to a schedule

Ability to create new schedule starting from copy of existing schedule

Credit application may be printed from the system. The credit application is defined via the document editor, using available merge fields.

-          TRW-          Trans Union-          Experian

No, however user can search for clients with a specific desired vehicle.

Captures Fresh Ups, Be Backs and Renewals

Limited retail or lease quote screens are available to create estimated payments.

Loan Account # - Clipboard Function NoLease Renewal Presentation NoCost of Ownership for Current Vehicle No

Yes, limited

Yes, limited

Ability to attach trade Yes - attach one or many trade vehicles. Ability to attach desire vehicle Yes - attach one or many desired vehicles.

Deal presentation Yes Worksheet Yes Appraisal

Four Square Yes – basicOther Forms

Multiple sales people associated with sale Yes, 2

User defined sales process NoEnforceable sales process No# Sales Process Steps

Sales goals NoNo

Sales historyService historyHousehold informationValue of the customerValue of the householdTrack “We Owes” (Due Bill’s)

Referral Tracking No

Employee Management Contact ManagementDaily Work Plan Yes – screen or reportInbox YesCalendar Yes, daily view only

Retail – ability to pre-populate taxes and other defaults

Lease – automated rates and residual lease calculator

No – can enter value on Four Square and on worksheet

Any that can be defined within document editor

11 – Greeted, Needs Analysis, Management Intro, Vehicle Selected, Presentation, Demo, Service Walk, Write Up, Commitment, TO Management, TO F&I.

Tracking of Sales Step Completion (includes when step performed)

Check box indicates sales step completed, time not tracked

Automatic escalation to manager of dead deals

Is information available regarding previous buying habits:

Yes - sales history, service history, client value, household information, household value, quotes, closed prospect records, desired vehicles, worksheet

No, you can use client care to track these with proper training

-          Daily -          Weekly-          Monthly

Escalation for incomplete activities NoNo

Reporting structure NoLock Out Feature – how No

No, you could have a client named personal

Internal Messaging Yes, messages are received in the InboxAllow employee information

Client Re-assignment YesActivity Re-assignment YesAutomatic Reminders YesArchive/Deactivate Old Data

Please Read Function

Ability to choose home page

Campaign Management Contact ManagementAbility to track campaign results

Preferred method of contact YesYes

Yes – US

Canada by 1/1/04

Role Based (Salesperson vs Sales Manager)

Ability to set up personal appointments and To Do’s

Yes – employee profile, but not as a customer

Incomplete activities over 60 days old are purged each night

Yes – home page can be Inbox, Daily Work Plan, or Quick Add Client

Prospect Source Measurements Detail and Summary Reports

Contact Exceptions – by contact type and/or contact category

“Opt Out” Supported – US (GLB) and Canada (PIPEDA)

Segmentation for campaign targeting. How can your product segment and target customers? Is this customizable? How?

Can create client collections for contact type of client, client care, sales, prospect, completed service, service appointments, special order parts.

Campaign design and deployment (e.g., templates, logos, routing capabilities)

Create client collection and then assign bulk schedule, print bulk mail, send bulk email, or export collection.

Build library of client collections and re-use

No, assign bulk schedule, result based

Manually

Data Contact ManagementIntegration Points

Sales History Yes – received real time from WebSuiteInventory availability for new car including: Yes – inventory received from WebSuite

No VIN decode

Yes – inventory received from WebSuite

No VIN decode

Vehicle Notes YesIntegration to an F&I product Yes, WebSuiteWhich one(s)?Used Car Valuation integration No

How are campaigns managed? (ad hoc, build library of templates and re-use , etc..)

Phone campaigns – automatically advance screen to next call when current call completed

How are campaign start/stop dates managed?

Ability to track where customers are in loan or lease?

Yes - client collection can be created to group and list clients based on where they are in their lease. Schedules can also be defined based on the lease-end date to automatically create activities as defined in the schedule.

How can Service facilities work with this product? Pre-paid maintenance agreements, solicitation on time and/or months, etc..?

Schedules can be setup to create follow-up activities on completed service repair orders. Client collection can be created based on whether extended warranty was purchased (ext. warranty can be part of a schedule), mileage on vehicle, or year of vehicle, or $ spent.

ü       Statusü       MSRPü       Inventory costü       Days in inventoryü       Other details about the vehicle

ü       VIN decodeInventory availability for used cars including:

ü       Statusü       Dealer Price ü       Inventory costü       Days in inventory ü       Other details about the vehicle

ü       VIN decode

-          Blue Book-          Black Book-          NADA

Service appointment

Immediate notification of open RO NoYes

Yes

Leads sources integrated to DMS NoSpecial Order Parts

CRM and DMS kept in sync YesData Cleansing

Cleanse Data

Check against NCOA Data InfusionCombine duplicate entries Yes, transaction received from WebSuiteData Import Export

Export capabilities / limitations Client collections may be exportedExport data available

Ability to queue export NoImport capabilities / limitations NoImport data available NoCustomization Contact ManagementScreen View No

No

Field name NoMake fields mandatory NoTurn off mandatory fields NoCustomization at store or user level NoUser Defined Fields NoSecurity Contact ManagementTask Level YesScreen Level YesField Level Yes - limitedBy User Only for reportsBy Role By security profileUsers Added by Dealership Yes

Yes - service appointments created in WebSuite are integrated with CM.

Completed service – warranty, customer pay, and internal

Yes - when a repair order is closed and updated into accounting, CM can view that repair order history. Schedules can also be defined to follow-up based on that repair order history.

Client information integrated from CRM to DMS?

Client information integrated from DMS to CRM?

Yes - special order parts can create automatic activities based on the schedule setup. The schedule can be setup to create activities based on receipt date or return date or other part specific information.

Data Infusion can be used quarterly to update WebSuite, which in turn updates CM.

-          Frequency-          Update DMS-          Cost

Fields specific to contact type of client collection can be exported.

Ordering of fields or screens for process control

User Visibility Rules YesAnalytics Contact ManagementMulti franchised retailer hierarchy YesRetailer level reporting Reports are at store level.OEM level reporting NoCar Company OEM reporting NoTypes of standard reporting YesReport names (description if necessary) Appointment Log

Appointment No ShowDaily Work PlanPrint SchedulesProspect ManagementActivity AuditClient Care LogClients Without Future ActivitiesFollow Up ConsistencyLocation AnalysisLost OpportunitiesProspect Appointment Analysis

Response Time Detail and SummarySalesperson PerformanceShowroom Sales Process AnalysisShowroom Traffic AnalysisWalk-in Activity Detail Analysis

Prospect Source Measurements Detail and Summary

Report names (description if necessary)

Filtering parameters for reporting Yes - several per reportSort capabilities for standard reports Yes – not on all reportsAd hoc reports NoCustomized reports No

No

Job Scheduler No(Automated Reporting)

Ability to set report filter criteria and save for future use

How are reports delivered?

Immediate, email, etc..Graphing Capabilities NoExport Reports No

Reports are run real time

No

Reports are delivered immediately. Can be saved to PDF file.

Reports based on real time or batch information

Roll-up reporting capabilities from corporate level with drill down to store level.

Relevance by Point of Business Development Opportunity

Phone Internet Prospecting Service Unsold

Follow-upSold

Follow-up

Phone Internet Prospecting Service

Phone Internet Prospecting Service

Phone Internet Prospecting Service

UnsoldFollow-up

SoldFollow-up

UnsoldFollow-up

SoldFollow-up

UnsoldFollow-up

SoldFollow-up

Phone Internet Prospecting Service Unsold

Follow-upSold

Follow-up