Improving Auto Dealership Sales Revenue

1
Improving Auto Dealership Sales Revenue

• Tracer Quality Assurance and
• Marketing ROI Solution

2
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 customers 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)

Is it money well spent?
364,619
3
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.

4
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

5
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

6
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

7
Competitive Offerings

• Whos 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 - 3,000 month, may
  also include a T-1 span line

8
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

9
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 competitors data
• No time constraints for data storage, keep
  recordings as long as desired
• Unrivaled customer service and support network

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