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

# Summary The thread compares three automotive lead management solutions—Blue Sky AVA, VIN Solutions, and iMagicLab—with the key insight that AVA is not actually a CRM/ILM itself, but rather an AI-powered add-on that complements existing systems by intelligently following up on leads through adaptive email and text conversations. AVA's differentiator is its ability to interpret customer responses and take real-time actions (like scheduling appointments or alerting salespeople) rather than simply sending scheduled emails, with claims of 1-2% additional lead conversion improvement depending on current closing rates.

A Ford dealership owner shares strong November results driven by a successful Black Friday email campaign promoting trade-in bonuses, while another dealer reports the opposite—solid overall month but disappointing performance yesterday and today compared to last year. The successful dealer attributes their 15-unit day and doubled monthly numbers to targeted email marketing and multi-channel promotions that positioned vehicle savings against consumer retail spending. The key insight is that strategic promotional campaigns and email blasts can significantly drive showroom traffic and sales during seasonal peaks, though results appear inconsistent across dealers.

A dealer seeking to extract complete data from ADP CRM, including customer notes, initially encounters unhelpful support but succeeds after escalating to their sales representative, who provides the data in CSV file batches. The thread reveals that ADP support often cannot assist with data migrations, requiring dealers to "play hardball" and work directly with their reps to ensure notes and other critical information are included. A cautionary note emerges from another dealer's experience: data transferred into ADP CRM may not successfully transfer back out, so dealers should verify data integrity before committing to the platform.

Walt Kustra asks for advice on implementing Response Logix into their internet sales process, specifically raising concerns about the system's inability to send quotes directly from individual sales representatives assigned to leads by iMagiclab. After gathering input from other dealers, the consensus recommendation is to send quotes from the sales manager instead, which would increase manager involvement, add a personal touch to communications, and ultimately drive more calls and follow-up activity.

Dealers discuss tools for communicating with customer databases, with mentions of eLead CRM and AutoRevenue for targeted service marketing and retention. A key insight emerges from one dealer's approach: consolidating all customer data (service, sales, prospects, text) using VIN matching and monthly data appends into a single tool enables more accurate, cost-effective marketing with better results than using multiple vendors.

# Summary A P&I Manager frustrated with high volumes of unresponsive and invalid leads from third-party providers like AutoTrader seeks advice on improving sales. Respondents offer varied perspectives: some suggest the dealership's processes and marketing approach may be the issue rather than lead quality, others recommend requesting replacements for bad contact information from lead providers, and one contributor advises against over-selling in initial responses. The thread reveals a common industry tension between lead volume and lead quality, with the emerging consensus that dealer processes, follow-up strategy, and how leads are sourced/categorized in the CRM may matter as much as the lead provider itself.

A dealer asks for best practices on writing dealer comments for used car listings, noting that template comments across listings appear repetitive and boring. Responses point to a related discussion about vAuto's AutoWriter technology and suggest using HomeNet's auto-generator feature with proper setup to create more dynamic, creative comments rather than reusing the same generic text across multiple listings.

A dealer inquires about implementing e-contracting and paperless digital archiving solutions to expedite funding and reduce lender coordination overhead. The post mentions "My Digital Office" as a potential vendor that scans deal jackets to web-based PDFs with offsite backup and compliance management, charging per-deal pricing. The thread appears to seek community feedback on best practices and vendor recommendations for both e-contracting and digital archiving adoption.

# Summary Dealer Eley Duke seeks advice on navigating the overwhelming vendor landscape for website, CRM, and integrated dealership solutions, after evaluating options like Dealer.com, Cobalt, and Dealer Socket. Respondents consistently advise against pursuing an all-in-one vendor solution, instead recommending that he document specific business needs and problems first, then select 1-2 vendors that excel at handling multiple complementary functions—with VinSolutions emerging as the closest option to a comprehensive platform. The key insight is that successful vendor selection depends less on finding the perfect all-encompassing tool and more on clearly defining requirements, prioritizing core functions (customer acquisition and staff-to-customer contact), selecting the right project manager, and implementing change incrementally to avoid organizational resistance.

A Buy Here Pay Here dealer asks for reviews on iCRM from IzmoCars, particularly concerned whether the software offers unnecessary features for their business model but intrigued by its social media capabilities. One respondent reports the software demonstrated well during a demo but ultimately chose Vinsolutions instead, providing no substantive evaluation of iCRM's actual performance. The thread offers minimal practical insight and remains open-ended without concrete user feedback.

# Summary Dealers debate whether to quote prices directly to phone and internet leads or use alternative tactics like pricing ranges or personality-driven appointment-setting. The emerging consensus suggests that hiding prices backfires in today's market—customers expect transparent pricing when they request it, and withholding quotes typically results in lost leads, so dealers should align their call-to-action messaging with what they're actually willing to provide.

Dealers shared mixed results for September, with experiences ranging from significantly down (some dealers down ~50% YoY) to surprisingly strong, particularly among Nissan dealers who reported gains over August. The consensus suggests September was unpredictable and highly variable by market and dealership, with some attributing strength to pent-up demand and first-party leads becoming critical as third-party lead sources weakened due to regional price competition.

Internet managers discuss challenges with accurately tracking internet-generated leads and sales metrics in AutoBase and other CRM systems, particularly due to salespeople incorrectly categorizing lead sources (e.g., logging internet leads as "showroom") and difficulty attributing walk-in floor traffic to online marketing efforts. The thread reveals a broader industry problem: internet departments' actual contribution to sales is likely significantly underrepresented in reporting systems, which affects both performance metrics and compensation plans. Participants agree the issue stems from a combination of software limitations and lack of sales staff diligence in properly documenting lead sources.

# Summary The thread debates whether dealers should restrict incoming calls by area code to save costs on toll-free numbers, with participants arguing this approach is outdated given that customers frequently retain out-of-area cell numbers after moving. The consensus is that blocking non-local callers risks losing legitimate local customers and that dealers should instead use toll-free numbers for broader reach or test local tracking numbers to balance local perception with customer accessibility.

# Summary A Honda dealer with retail experience questions whether major car manufacturers respond quickly enough to monthly sales trends, contrasting their slow incentive adjustments with how agile retailers operate. Participants discuss the structural challenges large manufacturers face in mid-month pivots, with examples suggesting Toyota and Honda lag behind competitors like Ford and Hyundai in market responsiveness and incentive strategy. The thread concludes that Hyundai stands out as thinking more like a retailer through quicker, more aggressive incentive reactions and marketing strategies like the Hyundai Assurance program, while traditional Japanese manufacturers are comparatively slow and rigid in their approach.

# Summary Walt Kustra reported a critical issue where customers' email replies to his iMagic outreach weren't reaching him, causing him to miss sales opportunities, but iMagicLab's support team resolved it within 24 hours. The thread reveals that email deliverability issues can stem from spam filtering and high broadcast volume, and users highlight iMagic's exceptional customer service and effectiveness when properly utilized (with one dealer reporting a dramatic increase from 5-10 to 26-30 cars monthly). The key takeaway is that iMagicLab offers strong technical support and proven results, though users should monitor their Daily Activity Reports and contact support directly if experiencing email delivery problems.

# Summary Dealers discuss optimal structures for handling internet leads across multiple locations, comparing centralized BDC models, on-site coordinators, and floor-based approaches. Key consensus emerges around having dedicated Internet Sales Coordinators (ISCs) work on-site when possible, with manager confirmation calls on appointments and strong internal relationships being critical to success. Budget constraints and staff experience levels are highlighted as practical challenges, though training and proper structure can overcome lack of initial automotive knowledge.

A user asks whether Responselogix has been discussed on DealerRefresh, and receives confirmation that it has been discussed previously, with a specific note that several local competing dealers (Odonnel, and Northwest) tried the platform for a few months before canceling. A moderator directs the user to an existing two-page thread for more detailed discussion on the topic.

A dealer seeks recommendations for database marketing platforms that can extract customer data like payoff amounts, mileage, and vehicle value to market to their owner base. Three solutions are recommended: Deal Activator, VinSolutions (which offers multi-channel campaigns including direct mail and email), and Golddigger by eleadCRM (available as a standalone product with call center support). The key insight is that success in database marketing depends on combining the right platform with targeted lists, appropriate messaging frequency, and integrated follow-up channels like direct mail and phone calls.

A dealer researches VinSolutions by citing a Penske Automotive Group testimonial, prompting discussion about the company's legitimacy and recent executive changes. A VinSolutions representative (mattwatson81) addresses concerns about missing executives by explaining internal promotions and clarifying that departed executives remain involved with the company. The thread ultimately validates VinSolutions' credibility through both the representative's transparent response and confirmation from other dealers using their inventory management tools.

Heritage Auto Group's owner solicited support for an American Cancer Society donation campaign via Facebook likes, with each like generating a $1 contribution, motivated by a personal connection to lung cancer. The post generated minimal engagement, with only one community member confirming participation and making a lighthearted comment about an unrelated item in the company's social media feed. The thread demonstrates a straightforward charitable fundraising effort with limited discussion or substantive community interaction.

Dealers report mixed August 2010 sales results, with some brands (Nissan, Mercedes-Benz) and regions (Detroit) performing well while others face significant slowdowns, particularly Toyota and Ford. The consensus suggests a challenging overall market with aggressive competitor pricing undercutting deals, supported by news of potential 28-year lows in U.S. auto sales. Internet sales remain a bright spot, though store traffic and new vehicle sales are struggling industry-wide.