1. WELCOME

2. MICHELL LANDER
Lead Connected Customer Specialist - NER

3. 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.

4. 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

16. 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

17. myBrand App

18. myBrand App

19. myBrand App

20. 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
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21. Customer Benefits Eligible Vehicles:
2006 – 2010 MY vehicles receive “3 Months On Us”
2011 – MY vehicles receive “3 Months On Us” 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

22. 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.

23. 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

24. OnStar Basic Plan

25. 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.

26. 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.

27. 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 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.

28. 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
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29. QUESTIONS
THANK YOU!
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