Call Tracking

Agenda Overview of Call Tracking Benefits of Call Tracking Accessing Call Tracking Dashboards Enabling Call Recording Requesting Additional Call Tracking Numbers

Call Tracking Overview Consumer calls ABC Heating & Cooling 616-333-4444 Dealer’s Phone Number Call forwards behind the scenes to the dealers actual number. Phone numbers are the Dealer Locator are Call Tracking Numbers ABC Heating & Cooling 616-333-4444 Consumer goes to Carrier.com The number listed on the locator is not the dealer’s actual number. This is a call tracking number. The consumer calls the number on the locator and the call forwards behind the scenes to the dealer’s actual phone number. This call tracking number allows us to track details about the call. All Dealers on the locator automatically receive a call tracking number.

Call Tracking Benefits Captures call metrics Call date & time Caller number Call result (Conversation, Hang Up, Voicemail) Call duration Campaign Effectiveness Track call activity from Dealer Locator Track call activity based on other campaigns* Enables call recording Identify Training Opportunities Dealer Principle must opt-in Call Tracking Allows us to capture call metrics: - Call date & time – when the call occurred. This could help with understanding call volume fluctuations to help staff phones, etc. - Caller number – Indicate who is calling - Call disposition Connected – the caller was able to have a conversation with someone or leave a voicemail Abandoned – the caller hung up before 2 rings Busy – the phone was busy so the caller did not get through No answer – No one answered the call - Call duration - how long the call lasted Campaign Effectiveness - Allows us to track the calls specifically coming from campaigns. Helps with the effectiveness of call tracking campaigns. - Dealers can request call tracking numbers through their HVAC partners admin (a slide on this later) Call Recording - Call recording can be used as a valuable training opportunity for customer service agents *must request call tracking number to use in campaign

Call Tracking Dashboard Call Tracking Dashboard accessed through HVACpartners Marketing Tools Programs & Promotions Call Tracking

Call Tracking Dashboard The Call Tracking Dashboard provides insights to help dealers manage their calls and business When you log into HVACpartners & Click on the call tracking dashboard, the first screen will provide summary information on call statistics. The next few slides will walk through each of these tiles and what dealers should be looking for.

Call Tracking Dashboard Call Disposition: Connected Busy No Answer Goal: 100% connected calls

Call Tracking Dashboard Call Value: Captured Opportunity Missed Opportunity Goal: Maximum Captured Value Assume a value of $300 per call. - Rationale: Some calls will lead to no sales

Call Tracking Dashboard Call Trends: Call Value by Month Call Duration Hour of Day Day of Week Goal: Better business readiness & planning 1 2 3 4 1 2 3 4

Call Tracking Dashboard Campaign report provides summary campaign information One row per campaign Ability to filter and export data to excel Where calls are forwarded to *matches dealer number in HVP profile Whether Call Recording has been enabled Campaign Status * No campaign is ended without distributor indicating Name Assigned to Campaign Brand of Campaign Type of Campaign Number of Calls for the Campaign Distributor HVACPartners ID Dealer Name

Campaign Dashboard Filtering of Campaign Dashboard Click Show Search Filters Ability to filter by any of the fields To update results, click Search

Call Tracking Dashboard Calls report provides call specific details One row per call providing call metrics Ability to filter and export data to excel Duration of Call Number that called Dealer Name When Call Occurred Where calls are forwarded to *matches dealer number in HVP profile Number Callers Use Whether call was Connected, Busy, No Answer, Abandoned If Call Recording is enabled, the recording will show up here. Click Recording to Play Campaign the call is from HVACPartners ID

Enabling Call Recording Owner/Principle sees Call Recording Option As mentioned previously call recording can provide additional call metrics Waiver is presented to dealer principle Principle needs to Check “Accept” and click Submit

Additional Call Tracking Numbers Contact HVACP administrator HVACP administrator sends request to factory Number is added, activated, and HVACP admin is notified HVACP admin notifies dealer Number is active and the beneficial insights start coming! Any dealer can request additional call tracking numbers to use in their own marketing campaigns: Dealer Website Mailers Ads Social Media The HVAC partners admin from distribution would send the requests to Becca Lewis Rebecca.Lewis@carrier.utc.com