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MICHELL LANDER Lead Connected Customer Specialist - NER

Agenda Owner Center Sites MyBrand Apps Service Lane Reactivation my.chevrolet.com my.buick.com my.gmc.com my.cadillac.com MyBrand Apps Service Lane Reactivation Basic Plan Transition to Ipad.

Owner Center Not a show slide. Owner Center:  Fixed Ops personnel were particularly interested in the ability to view Service History, Check for Recalls (both OC and app) and Warranty info as this is all in their wheelhouse and they receive numerous calls per day from customers about this type of info.  When customers have the ability to self-serve it saves time in the service person’s day

Mobile App Merge best capabilities of OnStar RemoteLink mobile app and previous Brand Owner Apps for one cohesive app (myChevrolet / myBuick / /myGMC / myCadillac) RemoteLink:  make sure it’s clear that it is going away; many think it will stay and be used alongside the myBrand apps Make sure you discuss the dealer benefit for scheduled service

myBrand App

myBrand App

myBrand App

Service Lane Reactivation Opportunity Re-activate OnStar vehicles coming thru the dealer’s service lane earnPOWER incentive program expanded to all dealership employees (must have a GMIN) GC message sent to dealers September 1, 2016 Dedicated OnStar field team deployed to assist dealers in activating dormant service customers $10 points for the first 4 activations / $20 points for 5+ retro back to the 1st activation = Drive for 5 Please change this slide to match the other slides. Put the title at the top, remove women’s retail network.

Customer Benefits Eligible Vehicles: 2006 – 2010 MY vehicles receive “3 Months On Us” 2011 – 2016+ MY vehicles receive “3 Months On Us” + 3 Year Basic Plan 4GLTE equipped vehicles receive 3GB of data with their trial This is a value of over $100 the customer receives FREE with the activation of their vehicle! Surprise and delight your customers! Talk points

Dealer Benefits Activating the 3 month trial & 3 year Basic Plan on dormant service lane customer vehicles will increase DMN leads Each DMN opt-in is worth $1,200 in customer pay R.O. value over the 3 year basic plan period Provides the opportunity to “Winback” customers who have not visited the service department in the last 12 months Service BDC can utilize the available manifest list to drive customers back to the service lane Wow customers with 3 years of Brand App key fob services at no charge Same direction: remove the women’s retail network and place the title at the top.

Customer Eligibility & Earnpower Incentive During service lane check-in, check for active OnStar when checking vehicle mileage “Key On” Green light – OnStar active, no action required Red / Clear light – press OnStar button to verify hardware operation and deactivation Activation message will play OnStar activation status will be available in Service Workbench – November 2016 Review OnStar trial / Basic Plan with customer, complete Online Enrollment (with customer) prior to pressing the OnStar button to complete activation Press the OnStar button with the customer to activate OnStar Vehicle must be activated within 30 days of Online Enrollment to receive incentive Go to Earnpower and claim the VIN Smartphone App also available

OnStar Basic Plan

OnStar Basic Plan OnStar is now offering 3 YEARS of free Basic Connectivity on eligible MY’11 and newer vehicles Basic Plan includes: OnStar Mobile App Key Fob Services OnStar Diagnostics Report (Formerly OVD) Dealer Maintenance Notification Note: The full suite of OnStar services, including emergency services, requires a paid OnStar plan Need CCA homerun chart that shows retention with DMN. Remove pre-owned language. Include DMN.

OnStar Basic Plan Key Fob AtYourService Remote start/stop Remote lock/unlock  Destination Download Advanced Diagnostics DMN Smart Driver Low Mileage Discounts AtYourService Schedule Service Preferred Dealer Transition to Ipad.

Customer Service Retention By OnStar Status and Vehicle Age Percent of vehicles returning for 1+ Customer Pay visits in past rolling 12 months Top red line – engagement with DMN. DMN gets customers back to the dealership and provides a revenue opportunities for dealers. Bottom orange line – much less engagement – 30 to 40 points! Customer Service Retention measures vehicles sold new within the past rolling 12-71 months by an On-going Data Sharing dealer and how many of these vehicles have returned to any of these dealers within the past rolling 12 months for one or more customer pay service visits. Only Buick, Cadillac, Chevrolet, and GMC vehicles are included. 1st Service Visit measures vehicles in their first year of ownership (sold within the past rolling 6-11 months) that have returned to any On-going Data Sharing dealer within the past rolling 12 months for one or more customer pay service visits.

Center of Learning Training SSM0N.016-0D2: OnStar Online Enrollment SCF0S.016-0D: Owner Onboarding: New Owner Set Up SCFMA.016-0D: Owner Onboarding: All New Mobile Apps Please change this slide to match the other slides. Put the title at the top, remove women’s retail network.

QUESTIONS THANK YOU! Please change this slide to match the other slides. Put the title at the top, remove women’s retail network.