driving business continuity - vinsolutions...employee adjustments •modify your new lead strategy...
TRANSCRIPT
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Driving Business ContinuityFacing New Challenges with New CRM Strategies
Tiea Roper, Senior Performance Manager
VinSolutions
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Challenge Accepted
“Customers who buy right now won’t go back”
Opportunity Awaits
“I have to equip myself and team for the shift”
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Agenda
• Employee Adjustments
• System and Process modifications
• Management Strategies
• Customer Communications Tactics
• Back-to-Business Initiative
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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
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System Settings
• Dealer and Employee hours
• Modify IP security settings
• Call forwarding – Voicemail adjustments
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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
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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!
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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
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Back-to-Business Initiative
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0% Financing
Deferred Payments
Employee Pricing
Lease Return Promotions
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Opportunity Checklist
• Lease prospect list
• Custom status filters
• Coaching Dashboard
• Automotive Intelligence
• Active without follow-up report
Automotive Intelligence (AI)
Coaching Dashboard
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• Roll out/back your updated processes• Internet • Phone• Unsold Visit
• Reinforce your connection strategy• Call
• Text• Chat• Video
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Action Plan
• Schedule a call with your Performance Manager
• Review and update customer engagement - accountability -sales strategy
• Execute – Review – Revise