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

# Summary A new user seeks advice on ReyRey Contact Manager's limitations for internet lead management, particularly regarding lead alerts, mobile responsiveness, and follow-up scheduling. Experienced users confirm the platform has significant usability issues (poor filtering, complex interface, dysfunctional status-based automation) but acknowledge its steep learning curve can be overcome with time and tech support, though several respondents are actively replacing it with alternative CRM solutions like Dealer.com and Auto Accelerator.

The thread addresses how to identify and eliminate duplicate contact records in CRM systems. While the original poster asks about specific deduplication tools, responses indicate that solutions are highly dependent on which CRM platform is being used, with one participant noting that deduplication becomes significantly more complex and costly when dealing with DMS (Dealer Management System) data, potentially requiring strategic decisions about where to prioritize consolidation efforts.

# Summary This thread discusses widespread BDC (Business Development Center) performance problems at dealerships, with contributors arguing the root cause is poor leadership and lack of accountability rather than pay or employee capability. Key insights include: dealership owners often invest in training but fail to enforce it or lead by example; BDC success requires top-down commitment and holding staff accountable; and employees themselves must take initiative for self-improvement through available resources like forums and free training rather than waiting for dealer-provided programs.

A Mercedes-Benz dealer using VinSolutions ILM is experiencing VIN decoder errors that make the software unreliable for inventory management, creating a dilemma between staying with VinSolutions (which integrates everything but is broken) versus switching to HomeNet/DealerOn (which works better but requires using multiple systems). The core tension discussed is whether dealers should prioritize an all-in-one platform's convenience or accept best-of-breed solutions that require integration, with the added complication of sunk costs like a VIN camera investment.

A rookie Internet Sales Manager at a small dealership shares his success growing leads from 40 to 140 monthly and units from 4-6 to 14-18, but has now hit a plateau and seeks advice on breaking through. Industry veterans offer constructive feedback pointing to process improvements (lead follow-up beyond 90 days, phone-up handling, mystery shopping) and emphasize that the key bottleneck is capacity—he needs to hire additional staff to work leads 24/7 rather than relying solely on marketing solutions. The consensus is that without adding headcount, he has likely maxed out what one person can achieve.

# Summary Dealers debate whether requiring customers to sign a commitment to buy "today" if given the best price is an effective sales technique or an outdated, pushy tactic that damages dealership reputation. While some argue the practice emerged from high turnover and inexperienced staff, experienced salespeople counter that proper qualification, vehicle presentation, and relationship-building eliminate the need for such papers—suggesting the real sale happens on the lot, not at the desk.

# iTap Menu Solution Summary A dealer inquires about the features and benefits of iTap, an interactive tablet-based finance menu system. A respondent with hands-on experience confirms it offers an engaging user interface with capabilities like video playback, sketching, and product manipulation, though he notes that interactive mobile finance tools generate mixed opinions among dealers depending on individual preferences. The thread provides limited concrete data on adoption rates among dealers but highlights that the solution appeals to those seeking customer-facing interactive tools.

Jerry Thibeau announces a free phone training webinar scheduled for January 3rd at 12:00 pm EST, designed to help dealership teams improve their phone skills and sales performance. The training includes a competitive incentive, with one participant winning a trip to Hawaii upon completion. The post is a promotional announcement encouraging dealership staff to register for the webinar.

# Summary Dealer.com's new CRM product, developed by Alex Snyder, is undergoing a controlled limited release to early adopters ahead of NADA 2013 at grandfathered pricing, with a clean interface and innovative traffic flow management features that impressed early testers. The product is still in development with missing components (notably a desking tool that was later added) and vendor integrations, but Snyder is intentionally scaling slowly to avoid support and technical issues that plague competitors. The thread reveals strong confidence from early users and developers about the product's solid foundation and thoughtful go-to-market approach, with collaborative development involving dealer feedback.

The thread discusses the underutilized practice of printing deal packets directly from CRM systems to streamline dealership operations and reduce bottlenecks at the sales desk. Participants identify three main barriers to adoption: resistance to change among veteran salespeople, incomplete data capture in many CRM platforms, and reluctance to invest the upfront effort of properly populating customer records. The consensus is that dealerships must implement CRM data entry as a mandatory requirement rather than optional, as the time savings downstream in F&I and at the desk justify the initial effort required on the sales floor.

Honda dealership owners and sales professionals across the U.S. report that November sales rebounded strongly after a mid-month slump caused by election-related consumer hesitation, with dealers reporting gains of 30-35% compared to the previous year and month. While early November was slow, most dealerships recovered significantly by month's end, suggesting that post-election uncertainty was temporary and consumer confidence recovered quickly. The consensus indicates that despite initial headwinds, November ultimately proved to be a strong sales month for Honda dealers nationwide.

A dealer frustrated with Contact Management CRM seeks recommendations for an ILM that integrates with Reynolds and Callbright. A community member advises against rushing the decision and recommends evaluating Dealer.com's newly developed CRM while noting that major CRMs generally integrate well with those platforms. The thread emphasizes the importance of proper planning and adequate resources during CRM transitions, as poor implementation can lead to system failures and customer communication issues.

# Summary A dealer (Alex Magnan) seeks best practices for implementing VinSolutions CRM while transitioning from paper-based prospect management, prompting experienced users to share critical implementation advice. The overwhelming consensus emphasizes that successful CRM adoption depends heavily on flawless initial setup, proper DMS integration, adequate bandwidth, and careful data migration—with several contributors sharing cautionary tales of installations that went wrong due to these factors. Key takeaways include working closely with implementation teams, verifying all connections function properly before go-live, and understanding that CRM philosophies may require dealers to adapt their existing business processes.

Phone Ninjas, an automotive training company, posted a job opening for an Automotive Phone & Internet Trainer requiring dealership experience and willingness to travel 8-10 days monthly, with no pay cut guaranteed. After receiving multiple applications, Jerry Thibeau hired Chris Costner for the position because he was one of only two candidates who followed the application instructions correctly, demonstrating that attention to detail is critical for the role. The key insight is that proper application procedures serve as an initial filter for candidate quality and commitment.

Pedram F introduces themselves to the CRM/communications tools forum section with a brief welcoming message. The thread appears to be a simple introduction post with no substantive discussion or technical content following. There is no key insight or conclusion to draw from this minimal exchange.

VW dealers discuss frustrations with Volkswagen's "Lead Response Time Report," which ranks dealer performance but often misrepresents data due to duplicate leads, system inconsistencies, and lack of standardization across OEMs and CRMs. The consensus is that while response time metrics can be useful for identifying improvement areas, management frequently misinterprets the data without understanding its limitations, unfairly penalizing internet sales directors for issues beyond their control. Participants argue the real problem lies in both inadequate tool design and poor management education about how different systems measure and report lead data differently.

# Summary Dealers discuss equity-mining tools like AutoAlert, Xtream Service, and Deal Activator that identify customers in favorable equity positions to refinance or trade into new vehicles at similar payment levels. The consensus view is that while these products are effective when properly staffed and executed, they should ideally be integrated into CRM systems rather than operated as standalone tools to ensure actual usage and synergy with existing dealership workflows. Xtream Service receives the strongest endorsement for ease of use and support, though availability is currently limited to Honda, Acura, Toyota, Lexus, and BMW franchises.

# Summary Julie from Palmetto Nissan seeks strategies to increase customer review submissions, noting that despite customers claiming satisfaction, they rarely follow through with actual reviews. The thread explores multiple tactics including email/text links with direct access, salesperson incentives (spiffs), customer incentives (oil changes, gift cards), and branded shortened URLs that simplify the review process. **Key insight:** While incentivizing salespeople to push for reviews shows promise, one commenter warns against customer incentives due to FTC compliance risks around paid endorsements; the most practical advice emphasizes reducing friction (sending direct links via email during follow-up calls, using easy-to-remember branded URLs) and leveraging salesperson rapport since they have the most influence with customers.

# Summary Internet managers and sales professionals debate the optimal times to follow up with automotive leads, challenging the conventional wisdom that 9-11am is best. The consensus that emerges is that follow-up timing should be personalized based on when the lead was submitted and the prospect's likely availability—typically after 5-6pm for working professionals, lunch hours, or matching the time of the original inquiry—while also scheduling specific callback appointments to set clear expectations with prospects.

Dealers discuss whether upcoming presidential elections impact automotive sales volume, with the consensus being that they do create soft months as customers become apprehensive about making major purchases. The thread identifies two main effects: indirect impacts like reduced advertising spend and customers' attention being diverted by election coverage, and direct consumer hesitation to commit to vehicle purchases in the month before an election. The key takeaway is that while politics shouldn't be discussed in sales conversations, election cycles do measurably affect dealership business cycles.

A BDC manager asks for recommendations on dialer systems for their business development center, noting they've found a potential vendor with strong service capabilities but limited automotive industry experience. The post seeks peer input on whether other dealers use dialers and what suggestions they might offer for selection or implementation. The thread appears to be seeking vendor recommendations and real-world experiences from automotive professionals using dialer technology.

# Summary A dealer consultant asks for BDC outsourcing vendor recommendations, sparking a balanced debate where most respondents initially favor in-house BDCs but acknowledge valid use cases for outsourcing. Key insights include: on-site BDCs enable better real-time coordination with sales teams than centralized/outsourced models, outsourcing can work well with strong management support and for non-core functions, and dealerships frequently lose top talent to vendors due to compensation and working conditions (weekends/hours).