The benefit of using Autoline for centralised service booking 9304E Improvements to CRM Autoline Gary Jarvis CONFIDENTIALITY NOTE: THIS DOCUMENT CONTAINS INFORMATION FROM ADP, INC AND/OR ITS SUBSIDIARIES (“ADP”) WHICH IS PROPRIETARY, CONFIDENTIAL, AND/OR LEGALLY PRIVILEGED. THIS INFORMATION IS TO BE USED ONLY BY THE INDIVIDUAL(S) IT IS INTENDED FOR. IF YOU ARE NOT THE INTENDED RECIPIENT, WE WOULD LIKE TO REMIND YOU THAT THE USE, DISCLOSURE, COPYING, DISTRIBUTION, OR THE TAKING OR NOT TAKING OF ANY ACTION IN RELIANCE ON THE CONTENTS OF THIS INFORMATION IS STRICTLY PROHIBITED.

Presentation Structure Background Our customers Needs and Outcomes The Autoline Solution Evidence of business benefits Questions and Answers

Market Situation Dealers need to maximise the profit opportunity with their customers whilst maintaining control of costs Therefore there is a growing market trend to maximise the use of call centres across markets This enables: Economies of scale and centralised control Consistent high quality customer communication Delivery of dealer and OEM brand values The opportunity to improve customer loyalty and value This applies in particular to the service booking process… why?

Market Situation Service intervals are extending for all franchises In some instances from 12 months to 24 months Time allocated to carry out a service is decreasing In some instances from 1.4 hours to 0.7 hours Therefore… Dealers need to ensure EVERY customer is contacted when their service is due When making the booking dealers need to ensure that each profit opportunity is maximised Dealers need to reduce the costs associated with generating this business, i.e. Call Centre rather than Service Reception

Needs & Outcomes Need – easily identify customers who are due a service Outcome – increase efficiency when targeting customers Need – a simple and effective contact of customers Outcome – improved success and reduced costs Need – to maximise revenue opportunities with customers Outcome – suggestions of relevant services to each customer Need – to measure service booking and up-selling success Outcome – generating return on investment

Autoline Solution Solution 1 Solution 2 Solution 3 Solution 4 The service booking call list Solution 2 Simplifying the booking process Solution 3 Maximising up-selling opportunities Solution 4 Measurement of success

Before we start… I will introduce each scenario explaining in advance what is going to be demonstrated This will help break things up I will not be explaining every button or menu option as we simply do not have time. The focus is on satisfying the customer Needs and Outcomes using the latest version of Autoline The presentation is based on Revision-8-35-9304E The module for focus today is Contact Management

The service booking call list Solution 1 Need – easily identify those customers who are due a service Outcome – increase efficiency when targeting customers The service booking call list

Solution 1 The Call List Process Planned Service Reminder Campaign letter (& call list) Inbound Service Booking through call centre A Vehicle Health Check to identify additional repairs Automated Repair Reminder Campaign call list generation Outbound Service Booking through call centre Planned CSI Survey through call centre Analysis of Call Centre and Service performance 7 2 6 3 5 4

Solution 1 The Call List Report generator is used with access to all relevant data when creating the call list These are standard reports in Autoline

Solution 1 The Call List Calculating selection using customer relationship criteria Check for existing repair orders CRM contact activity

Solution 1 The Call List Matching the call list to a script Allocation of the call list Activating the call list

Simplifying the booking process Solution 2 Need – a simple and effective contact of those customers Outcome – improved success and reduced costs Simplifying the booking process

Solution 2 The process Within the Call Centre Via CM Module Completely integrated to CRM, Point of sale and Workshop Management Identify Review Work Diary Closure CRM Telephony Mandatory fields Casefile Service history Create vehicle Menu Pricing Dealer pricing Repair reminders Up sells Workshop loading Loan vehicles Collections Contacts

Solution 2 Simplifying the booking process Calls are available from the call list tailored to individual agents

Solution 2 Simplifying the booking process Selecting the record then displays the details and enables the call to be made with or without telephony integration

Solution 2 Simplifying the booking process Suggested customer introduction Flexibility of scripting

Solution 2 Simplifying the booking process Customer details review is vital for data capture/accuracy for ongoing marketing activity

Solution 2 Simplifying the booking process Work identification including Favourites, Up-sells and Deferred Work using a CM ‘template’ – maximising the profit opportunity

Solution 2 Simplifying the booking process Work identification summary including access to Dealer and OEM menus and other advanced functions

Solution 2 Simplifying the booking process Diary booking accesses multiple locations dynamically Easy booking process for de-skilled user when considering many factors

Solution 2 Simplifying the booking process Closure is totally flexible. Options such as SMS/email confirmation can be included here

Maximising up-selling opportunities Solution 3 Need – to maximise revenue opportunities with customers Outcome – suggestions of relevant services to each customer Maximising up-selling opportunities

Solution 3 Maximising up-selling opportunities The Favourites and Up-sells options available are specific to the vehicle These are prompted on every call where the vehicle details qualifies

Solution 3 Maximising up-selling opportunities Configured in Point of sale > Up-selling records

Solution 3 Maximising up-selling opportunities These are maintained centrally from the POS module in Upselling records maintenance Controlled by vehicle configuration and/or age/mileage parameters

Measurement of success Solution 4 Need – to measure service booking and up-selling success Outcome – generating return on investment Measurement of success

Solution 4 Measurement of success Statistics is used to measure Agent (user) performance With additional ‘event definitions’ specific to Contact Management New ‘Script’ filter for requirements of the call centre

Solution 4 Measurement of success The other perspective measured is ‘Revenue generated’ The is displayed using Revenue Value and Profit filters as well as units

End of scenarios

Needs, Outcomes & Solutions Need – easily identify customers who are due a service Outcome – increase efficiency when targeting customers Solution – using report generator or CRM campaigns to create the service booking call list to achieve accurate customer communications 2. Need – a simple and effective contact of customers Outcome – improved success and reduced costs Solution - simple booking process to increase efficiency and maximise customer relationships

Needs, Outcomes & Solutions 3. Need – to maximise revenue opportunities with customers Outcome – suggestions of relevant services to each customer Solution – flexible creation and maintenance of products to increase profitability 4. Need – to measure service booking and up-selling success Outcome – generating return on investment Solution – measuring performance and revenue to analyse the return on investment

Quantitative evidence Increasing volume of service bookings and additional revenue through up-sales Assumptions The workshop employs 10 technicians Each technician works an 8 hour shift The standard labour rate is €100 per hour The average labour profit is €65 per hour There is a working year of 45 weeks Air-Con recharge is an upsale product generating €20 profit each time

Quantitative evidence PROFIT IMPACT Using a call centre increases number of service bookings made by 4 per week Generating an additional €260 gross profit per week Generating an additional €11,700 gross profit per annum This excludes additional profits from parts sales, etc.

Quantitative evidence PROFIT IMPACT Using a call centre improves visibility and access of up-selling products therefore increasing the number of Air-Con recharges sold by 10 per week Generating an additional €200 gross profit per week Generating an additional €9,600 gross profit per annum

Qualitative Evidence Evidence that using Contact Management for service booking: Ensures all customers are communicated with therefore increasing profitability and loyalty Ensures the profit opportunity is maximised by presenting the right products at the right time Simplifies a complex process for the call centre agent increasing efficiency and effectiveness Fully integrates to other modules to ensure consistency of process

Coming soon Telephony integration to Autoline to simplify the process and increase efficiency 11th August 2008 Any other questions please email… gary_jarvis@adp.com