Tracer Quality Assurance and Marketing ROI Solution

Market Smart, Manage Now Automotive Market Overview  Over 20,000 auto dealerships nationwide  US new vehicle sales in 2007 were 16.1 million units* *(Source: Autodata Corporation)  The national average of a customer’s lifetime revenue value is $175,000 (sales, service, referrals, etc.)  Advertising expenses for the average dealership in 2005 were over $350,000 * *(Source: NADA Data) Newspapers $118,790 Radio $63,585 Television $70,410 Direct Mail $36,146 Other $35,556 $364,619 Is it money well spent?

Market Smart, Manage Now The Business Challenge  Advertising/marketing ROI relies on insight to campaign effectiveness  Sales team call performance requires ongoing evaluation to avoid critical and costly customer service mistakes  Customer Satisfaction Index (CSI) scores used by manufacturers to determine inventory allocation, dealer incentives, discount level, etc.

The Tracer Solution  Comprehensive marketing campaign reporting and interaction management platform  Generate reports on every call (inbound/outbound, local, long distance, toll-free)  Built-in, customizable reporting features pinpoint where calls originated and from which campaign  Easy access to call recordings for evaluation, training and dispute resolution

Market Smart, Manage Now Marketing Benefits  Capture detailed caller contact information to enable more targeted campaigns  Gain insight into which campaigns are working and allocate marketing resources more effectively  Drill down further to actually hear calls and gauge consumer response

Customer Satisfaction Benefits  Improve sales team performance through call evaluation and coaching  Real-time notification of abandoned calls  Live monitoring enables immediate performance improvement  Eliminate phone abuse and enhance employee productivity  Resolve service department disputes and preserve dealership credibility

Market Smart, Manage Now Competitive Offerings  Who’s Calling  Hosted service offering (application is “in the cloud”), dealer pays a monthly service fee  Dealer gets the use of 800 numbers  ANI/DNIS powered caller information  Call recordings retained for last 30 days  Average cost range of $1, ,000 month, may also include a T-1 span line

Market Smart, Manage Now Competitive Offerings  800 Response  Offers vanity 800 numbers, no local number presence  Dealer does not own the number  Numbers are area-specific (competitors can use the same number in other locations)  Limited call tracking reports

The Tracer Advantage  Captures data on every call (inbound/outbound, local, long distance, toll-free), every lead is accounted for  Eliminate unexpected cost increases with flexible purchasing options  Maintains a local area presence, versus impersonal 800 number approach  Call data stored securely “in-house”, not remotely alongside competitor’s data  No time constraints for data storage, keep recordings as long as desired  Unrivaled customer service and support network

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