1. The benefit of using Autoline for centralised service booking
9304E Improvements to CRM Autoline
Gary Jarvis
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2. Presentation Structure
Background
Our customers Needs and Outcomes
The Autoline Solution
Evidence of business benefits
Questions and Answers

3. 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?

4. 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

5. 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

6. 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

7. 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 E
The module for focus today is Contact Management

8. 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

9. 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

10. 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

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

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

13. 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

14. 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

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

16. 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

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

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

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

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

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

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

23. 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

24. 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

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

26. 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

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

28. 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

29. 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

30. End of scenarios

31. 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

32. 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

33. 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

34. 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.

35. 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

36. 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

37. Coming soon
Telephony integration to Autoline to simplify the process and increase efficiency
11th August 2008
Any other questions please …