Overview of our CRM to DMS offering - email auto@consueto.com for more.

1. Closing the loop between CRM and
Dealer Management Solutions
subtitle: “keep that customer”

2. Consueto
• Consueto “con-sway-toe” is
Latin for Customer
• Latin to English - Customer
• Translations: mos, institutio,
moris, consuetudo,
adsuetudo
Adjective consueto m (f
consueta, m plural consueti,
f plural consuete)

3. Aimed at Automotive CRM Clients
• OEMs
– 4 Wheel
– 2 Wheel
– Marine
• Dealers
– Franchised
– Non Franchised
• Dealer Groups
• Auctions
• Manufacturers

4. Automotive CRM Strategy
• The importance of driving customer
acquisition and retaining loyal customers
has never been so critical.
• A core factor in ensuring automotive
OEMs and dealers build relationships with
prospects and customers is the adoption
of a Customer Relationship Management
approach.
• Through understanding who are the
customers and the value they deliver
automotive OEMs can communicate and
engage with prospects and customers
with relevant messages at the right time
in their prospective buying/ownership
cycles.

5. Automotive CRM Strategy
• Automotive manufacturers and importers
are planning to implement a CRM
application to improve Customer
Relationship Management through data
driven communications.
• Prospects and customers are the most
valuable asset and need to be managed
systematically to derive the greatest value
possible.
• The CRM application will underpin all
activities surrounding communications.
OEMs and Dealers are able to understand
our customers as individuals and their
true value to the automotive business.

6. Lead Terminology
Cold Prospect - A person with whom Manufacturer/Dealer Suspect – A person who has requested to be kept
has not interacted with directly but has been introduced to updated from Manufacturer/Dealer but not
campaign activity through list purchase/partner file requested a brochure or test drive
provision
Prospect – A person who has requested further
information from Manufacturer/Dealer for a
particular product
Customer – A person who has owns a Lapsed – A person who no longer owns
product from Manufacturer/Dealer a Manufacturer/Dealer product

7. The Customer cycle
OEM lead into CRM
Dealer DMS –
Cold Prospect or
Export/Update
Suspect
Import to OEM Dealer Qualifies
Dynamics CRM into Customer or
Status Updates Otherwise
Sale is made
vehicle details
logged in DMS

8. Microsoft CRM, xRM and DRM
Customer Relationship Management
Dealer Relationship Management
xAny relationship Management

9. xRM: Driving Value Beyond CRM
Microsoft Dynamics CRM offers a flexible business management
platform that can be used to build applications far beyond CRM
We call this “xRM” – using Dynamics CRM’s
strengths in managing entities, relationships,
and activities to build a wide range of
applications

10. Microsoft Dynamics CRM in the Contact Center
Interaction Channels
360° View Reporting &
Composite UI Analytics
Phone
CC Apps – QAS
CC Operatives Managers
Supervisors Executives
Wireless
VPN CTI
and
Internet
Web Self-Service
Email
Chat PBX/ACD
Car Dealerships IVR Dealer Data LMS Lead Mgmt Ownership

11. The Consueto Automotive Solution
based on Microsoft Dynamics CRM

12. Microsoft Dynamics CRM Suite
Full CRM suite
capabilities and
application
flexibility
-Interactions
-Marketing
-Sales
-Service
-xRM
-Business Process
-SOA
-Flexible
Deployment

13. Fast, Productive Management
• Familiar office interface
drives user adoption and
increased productivity
• Workflow-driven
lead and sales processes
ensure consistency
and efficiency
• Full spectrum of
automotive intelligence
capabilities provides
insight and accurate
forecasts

14. Marketing Management
• Intuitive segmentation
tools drive superior
target selection
• Workflow-driven
processes increase
reach and relevancy
• Seamless tracking
of cross-channel
communications
saves time and money

15. CRM Accelerators
Our automotive solution also
utilises these accelerators:
Social Networking
Portal Integration
Partner Relationship Management
Notifications
Event Management
eService

16. Customer Self Service
• Ability to allow
customers to manage
leads and cases online
• Ability to allow
customers to manage
their profile (User
account) online
• Ability to search cases,
KB articles online
• Tool to communicate
with customers

17. Microsoft CRM Marketing
• Out of the box functionality for reporting
• Integrated add-ons provide;
– HTML editors to create rich content
– Record all prospect and customer activity, click
through analysis
– Landing zones
– Customer surveys
– Detailed campaign analysis
– Personalisation
– Multi email client preview
– Triggered mailings

18. Social Network Dashboard
• The Social Networking Accelerator allows business professionals to monitor and
analyse customers’ conversations on social networking sites,
• It provides real-time status updates about their products and services.
• This accelerator currently delivers integration with Twitter
• Convert social networking data into core CRM records such as leads, contacts
and cases

19. Dealer Relationship Management (DRM)
Distribute sales leads and centrally
manage sales opportunities
across channel partners.
Features include...
• Dealer profiling and segmentation
• Dealer skillset management
• Dealer training and accreditation
management
• Dealer performance reporting
• Lead allocation
• Opportunity pool and bid management
• Joint opportunity management
• Sales literature downloads
• Knowledge base searches
• Online service scheduling
• Typical DRM process management workflows

20. Drive Fast and Productive Sales
A prospect requests A lead is created with
more information the appropriate
via the web. sales workflow.
The lead is passed to the The lead is automatically
dealer to follow up. routed to call centre
to qualify and assign.

21. Automotive CRM
• All Call Centre, event, marketing and website leads
– Can be logged direct on CRM or uploaded in batch.
• All customer new and used car sales
– Can be uploaded to CRM
• Contact Centres can use CRM to log all prospect
details/requests.
• All brochure requests
– Received by a Contact Centre or through Marketing
activity can be logged or batch uploaded into CRM
• All test drive requests
– Received by the Contact Centre or through Marketing
activity can be logged or batch uploaded into CRM
• All finance quote requests
– Received by the Contact Centre or through Marketing
activity can be logged or batch uploaded into CRM
• Event leads
– Captured manually or via excel spreadsheet can be batch
uploaded into CRM
• Website leads
– Sent directly to CRM via an online Web form. The lead
can then be validated and distributed to a dealer.

22. Automotive CRM
from Consueto Ltd
Thank you
email: automotivecrm@consueto.com
web: www.consueto.com
more: http://www.consueto.com/dealer_mgmt.aspx