CRM, ILM, Chat, Desking, Emails, Phone, SMS

• Poll

# Summary Automotive dealers share their experiences with various CRM platforms, with iMagicLab, Reynolds Contact Management, and eLead emerging as popular choices, each praised for specific strengths like penciling capabilities, survey tracking, and integrated desking tools respectively. A key insight across multiple posts is that CRM adoption among sales managers and general managers critically depends on having integrated desking functionality that forces management engagement, since managers' reluctance to use the system directly undermines salespeople's compliance. The thread reveals that while feature depth matters, usability, DMS integration, and strong technical support are equally important factors in dealership CRM satisfaction.

# Summary A part-time IT contractor for a Mercedes-Benz dealership seeks advice on troubleshooting NetStar and AutoBase systems, discovering that DealerRefresh is likely the only active forum where automotive IT professionals discuss these dealership-specific platforms. A practical solution emerges when another user encounters a Java file association problem after upgrading to IE7, and Hoib provides detailed steps to restore the .jslp file association with Java.exe—demonstrating the value of the community for solving common NetStar configuration issues.

Automotive professionals discuss their experiences with eCarlist's inventory management and website solutions, with mostly positive feedback about product quality and customization capabilities, though some users noted weaknesses in CRM functionality and occasional slow support ticket resolution. A company representative clarifies that eCarlist is not a CRM tool and that their pricing tool uses real-time market data rather than historical sales, while confirming they've recently expanded support staff to improve response times. Overall, eCarlist appears to be a solid choice for inventory management and custom dealer websites, but dealers should evaluate it independently against competitors like Firstlook or vAuto rather than assuming feature parity.

DrewAment raises a concern about Gmail's new automatic image display feature, which previously required users to manually click "Display Images Below" to load content. The key question is how this change will impact email open tracking across CRMs and newsletters, which typically rely on invisible tracking pixels (small GIFs) that load only when images are displayed. The thread explores the potential implications of automatic image loading on the accuracy of email open rate metrics that automotive dealers and vendors depend on.

A user shared a humorous phone prank podcast about car buying as training material, but the thread quickly derailed into a lighthearted debate about the correct pronunciation of Jerry Thibeau's last name, with multiple forum members offering competing pronunciations. The thread revealed a running joke that the original poster frequently misspells or mispronounces members' names, which became the actual focus of discussion rather than the training content itself.

Felix Robert, a marketing professional new to the automotive industry, proposes building an in-house internet solution for his Quebec dealership group instead of paying $1,500+ monthly to existing vendors, but experienced forum members systematically challenge him on hidden costs, technical complexity (DMS integration, compliance, 24/7 support), and the poor track record of dealer-built solutions. The consensus view is that while the vendor fees seem high, the operational burden and opportunity cost of DIY development typically outweighs savings, though shopping around for alternative vendors may be a more practical middle ground than either approach.

A Dealer Socket user reports that their mobile app automatically appends a duplicate signature line to all emails, causing unprofessional double signatures regardless of custom signature settings, while support has been unresponsive to the issue. Another user notes their mobile app adds their regular signature under templates without an easy delete option. The thread remains largely unresolved with limited engagement, though one commenter indicated they would investigate further.

# Summary Dealers debate how to accurately measure and attribute "internet deals," with disagreement ranging from 30% to 100% depending on how internet influence is defined. The key insight is that nearly all modern car sales are touched by the internet in some way—whether through research, reviews, or initial contact—making traditional attribution metrics largely meaningless, and the more relevant question is whether dealerships are effectively converting customers who have already researched and decided to buy before visiting. One dealership claims 100% internet sourcing through a by-appointment-only virtual model that focuses exclusively on high-intent buyers.

# Summary CFrentzen, a new internet manager, seeks feedback on Dealer.com's CRM capabilities and receives clarification that Dealer.com functions primarily as an Internet Lead Management (ILM) tool rather than a full-featured CRM. Community members explain the distinction between ILM and CRM systems, define key features like desking tools, and consensus emerges that dealerships need integrated solutions combining both internet lead handling and comprehensive CRM functions (showroom traffic management, deal structuring, customer lifecycle tracking) rather than maintaining separate systems.

Automotive dealers discuss benchmark metrics for in-store sales processes (contact rates, appointment booking, show rates, and close rates), with experienced trainer Jerry Thibeau sharing data showing well-trained dealerships achieve 65% appointment rates and 50% close rates from appointments. The conversation reveals that CRM selection and data quality are critical—Sachin Raja struggles with a 4% e-lead close rate using Autoraptor, while others recommend VinSolutions and Promax for better tracking and reporting capabilities. The key insight is that metrics alone won't drive improvement; success requires proper staff training, accurate data entry, and a CRM platform that enables meaningful performance monitoring.

Joe Pistell creates a brief survey to gather data on email closing ratios across dealerships, asking about sales mix (new vs. used), email lead sources, phone number availability, BDC staffing, and monthly lead volume. After initial confusion about the survey's focus, Joe clarifies it targets email metrics specifically and recruits ISMs, GSMs, and marketing professionals to participate. The thread shows modest participation with a few respondents contributing data, though Joe never publishes or discusses the actual results.

# Summary Dealers are reporting that TrueCar contractually restricts them from presenting competing financing options to USAA pre-approved members, even when those alternatives (like manufacturer financing) offer better rates and incentives—forcing customers to overpay contrary to TrueCar's "Never Overpay" marketing promise. The core issue is that TrueCar appears to have a financial partnership with USAA and penalizes dealerships for not maintaining a minimum percentage of USAA-financed deals, prioritizing the platform's profit over customer savings and dealer profitability. Multiple dealers express frustration that they're being kicked out of the program for doing what's right for customers, suggesting the need for dealers to document these restrictions to protect themselves.

A dealer asks for vendor recommendations for post-sale CSI survey solutions to proactively address customer concerns. One respondent shares their experience with Digital Air Strike, a reputation management service mandated by GM that effectively captures customer feedback, though they note some backend functionality issues. The thread suggests that reputation management platforms can serve dual purposes as CSI survey tools for dealerships.

Jerry Thibeau promoted a webinar arguing that dealerships should stop relying on third-party lead providers like TrueCar and instead generate their own leads. After the webinar aired, attendees praised it as practical and actionable rather than controversial, with several dealers reporting that the presentation inspired their teams and contained common-sense strategies worth implementing.

• Poll

# Summary Automotive professionals debate whether to rely solely on CRM/ILM reporting or supplement with manual Excel tracking, with consensus emerging that most dealerships use both due to CRM limitations. The key insight is that while CRM systems are often inadequate—built with reports as an afterthought by technologists unfamiliar with dealership operations—manual spreadsheet tracking, though time-consuming, provides the flexibility and accuracy that dealers trust and need for accountability. The underlying issue is that dealerships spend significant money on technology yet are forced to manually compile data anyway, suggesting CRM vendors should prioritize robust, intuitive reporting features that match dealership business processes.

# Summary Automotive professionals discuss effective email subject line strategies to balance open rates with deliverability and response quality. Key recommendations include avoiding spam-trigger tactics (all caps, numbers, excessive punctuation), asking questions, keeping subject lines professional yet personalized, and matching the subject to customer inquiries—though a few contributors note that unconventional curiosity-driven subjects (like "Have you tried the fish?") can generate surprising engagement. The consensus leans toward straightforward, relevant subject lines that accurately reflect the email content while appearing genuine rather than bulk-sent.

# Summary Multiple DealerRefresh members are coordinating attendance at two October conferences in Las Vegas: Driving Sales Conference & Expo (DSES) and Digital Dealer, with Jerry Thibeau organizing special sessions and a Lake Mead outing for attendees. Members are confirming their arrival dates and expressing enthusiasm about meeting each other in person for the first time, while praising promotional videos created for the conference sessions. The thread serves as a casual meetup coordination post for the automotive industry professional community attending these major events.

# Summary Automotive professionals brainstorm potential iPad applications for dealerships, focusing on sales floor and customer-facing uses including CRM access, interactive inventory presentation, digital proposal signing, and finance menu displays. The discussion highlights specific use cases like post-sale surveys, service waiting area displays, and multi-rooftop inventory search, with several participants endorsing the iPad's effectiveness as a mobile sales tool that adds a "wow factor" to customer interactions. The emerging consensus is that iPads, especially when paired with wireless connectivity and dedicated automotive apps like CarStory, represent a valuable and cost-effective upgrade over existing tablet solutions for mobile sales and service operations.

Jonathan Conn seeks a mobile-enabled, professional price quote template for VIN Solutions CRM that allows detailed pricing breakdowns and differentiates his dealership from competitors. The thread recommends Dealer Socket and Response Logix as solutions, with Rick Buffkin highlighting Digital Air Strike (Response Logix) as his preferred choice, emphasizing that CRM integration was key to maximizing its effectiveness despite an initial implementation adjustment period.

# Summary A dealer seeking reviews on Higher Gear CRM receives mixed feedback: several long-term users praise its ease of use, responsive customer support, and training capabilities, while a few respondents criticize its outdated interface and mention alternatives like DealerSocket and Autobase. The consensus among active Higher Gear users emphasizes that strong customer support and ongoing training are more valuable than modern aesthetics, though potential buyers should prioritize whichever vendor offers the best support fit for their dealership.

# Service Customers with Equity A dealer manager seeks advice on launching a program to trade service customers with equity into new vehicles, noting that their CRM (eLeads) can identify prospects but the operational process needs development. The poster acknowledges previous attempts at similar programs failed, likely due to poor process design or staffing, and wants to learn best practices from dealerships that have successfully executed these initiatives. The thread explores strategies for converting service customers into sales opportunities by targeting those with positive equity in their current vehicles.

A dealer asks whether they can redirect their GM Cobalt website domain to their higher-performing alternative website to improve lead capture. Multiple respondents warn that while technically possible, GM conducts audits and actively discourages external redirects, making this strategy risky; the consensus recommendation is to instead request that Cobalt redirect only inventory pages or to explore Cobalt's newer Flex Site option, with several users noting that Cobalt's conversion forms and inventory pages are outdated and due for redesign.