CRM Lead Concierge Recovery Plan July 2017

Recovery Plan Phase 1 Set Up Phase 2 Deploy Phase 3 Siebel DB Update Jun 13th Jun 15th TBD Extract leads older than 120 days from Siebel DB to run diagnostic Valid phone number and email account Leads only with a valid phone number Leads only with a valid email address Leads without information Modify leads status into Siebel DB Create registration link to update data Create formal speech to contact Provide with list of contacts to Concierge. Follow flows depending on the type of information needed The contact list transfer process to concierge is still in progress due to the high size of the database Integrate and update Siebel DB Qualify and assign leads into DP Follow up on dealers approach.

Recovery Plan: workflows Phone and Email Phone no Email No Phone only email Phone call (3 attempts) Phone call (3 attempts) Mailing (Still interest in KIA) YES NO YES NO Answer Answer YES NO Answer MAIL Whatsapp YES YES Still interested in Kia Still interested in Kia Close the lead. Still interested in Kia YES Still interested in Kia YES Request lead to register information into link NO NO Thank for the time and close the lead. Thank for the time and close the lead. Gather lead information into registration link Gather lead information into registration link

KMM RECOVERY PLAN: database Total database (503,596) Active records (445,992) Records older than 120 days (310,833) Closed records (-57,604) Recovery Plan: Extract records older than 120 days from Siebel DB to run diagnostic: valid phone number and email account

KMM RECOVERY PLAN: groups Records older than 120 days and valid email account and valid phone number GROUP #2 Records older than 120 days and invalid email account and valid phone number GROUP #3 Records older than 120 days and valid email account and invalid phone number GROUP #4 Records older than 120 days and invalid email account and invalid phone number Target description 52,107 13,223 241,168 4,335 # Records Phone and Email Phone no Email No Phone only email No apply Workflows # outbound calls 2,774 987 139 28 # recovered Group #3 Not deployed due to high traffic on Siebel. Alternative plan to launch through Mailchimp (TBD) Group #4 is excluded from recovery plan, there´s no valid contact info.

Recap Analysis results from June 16th to July 7th 2017 5% Of groups # 1-2 has already been contacted. The percentage of records recovered is 4.5% 251 outbound calls avg. are made per day We recommend keep active the recovery plan at least 60 days, in order to analyze the cost benefit to the program