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

# Summary Dealers report receiving an unusual surge of duplicate and triplicate GM HandRaiser leads (from events and promotions), with quality and timeliness issues that affect response metrics and bonuses. The consensus is that these leads are primarily database-building tools with low immediate sales intent, originating from GM-sponsored events, and often arriving hours late due to system delays—making them difficult to manage despite GM's emphasis on rapid follow-up.

# Email Versus Phone - Summary An Internet Director asked whether email or phone is the better first contact method for new car leads, and the overwhelming consensus from experienced professionals is that **phone calls must be the primary response method**. The key insights are: (1) speed matters enormously—calling within 5-10 minutes significantly increases conversion rates before customers shop competitors; (2) email is unreliable due to spam folders and poor inbox delivery rates; and (3) customers who provide real phone numbers are genuinely interested, and those who don't want calls will simply ignore or reject them. The thread strongly advises against asking customers their preferred contact method upfront, as it unnecessarily constrains outreach and allows leads to go cold.

A dealer asks for opinions on vwalks.com, a video creation service for automotive inventory. A respondent dismisses it as overpriced at $700, criticizing it for using generic manufacturer footage with robotic text-to-speech narration that lacks engagement, and recommends the dealer leverage their existing UnityWorks platform instead or hire a local college student to create better content. The consensus is that vwalks.com offers poor value compared to alternative video solutions.

# Summary A dealer evaluating CRM options narrowed to four top-rated vendors (AutoBase, CAR-XRM, DealerSocket, and VinSolutions) seeks advice on which integrates best with their ADP DMS system. The discussion reveals that VinSolutions MotoSnap and DealerSocket both offer "Bi-Directional Integration" with ADP's certified Third-Party Access Program, making them stronger technical choices than AutoBase, while other options like iMagicLab are also recommended as underrated alternatives. The thread emphasizes that ADP-certified integration should be a primary selection criterion rather than relying solely on third-party vendor ratings.

• Poll

Sales professionals frequently fail to complete essential paperwork correctly—commonly forgetting stipulations, trade appraisals, credit applications, signed buyer's guides, and privacy notices—creating extra work for desk managers. While some dealers report relatively few errors (95-98% accuracy), the consensus is that these mistakes reflect broader issues with process and accountability rather than isolated oversights. The key insight is that implementing a structured checklist process before deals move forward, combined with accountability from management, is essential to preventing paperwork problems at the source.

# Summary This thread discusses strategies for getting experienced, older salespeople to adopt new CRM and technology systems, with contributors sharing that success requires patience, one-on-one training, and framing technology adoption around personal benefit (increased sales and efficiency) rather than compliance. Key insights include that basic computer skills training should precede software rollouts, group training is ineffective, and dealership leadership must enforce adoption consistently while recognizing that resistance isn't age-specific—younger staff can struggle equally with technology adoption.

A dealer discusses concerns about Autotrader and Cars.com being cluttered and difficult to navigate, prompting suggestions for improvement like reducing ads and keeping information local. AutoArchitech recommends a streamlined alternative site (Baltimobiles) as a better model, though danoneil notes issues with fuzzy vehicle photos and questions whether AutoArchitech has a financial interest in the recommendation. The key insight is that dealers see an opportunity for cleaner, less ad-heavy automotive listing sites that prioritize user experience and local inventory focus.

A dealer inquires about CRM software to manage phone lead information that's simpler than their current ecarlist inventory system. Another user recommends iMagicLab as an affordable and user-friendly CRM solution, though the original poster's specific needs remain somewhat unclear due to limited elaboration in the thread.

# Summary The post emphasizes that 78% of consumers trust peer recommendations, arguing that dealerships need a robust social media strategy to influence their communities effectively. The author cites Erik Qualman's "Socialnomics" concept, positioning social media as a fundamental shift in communication rather than a temporary trend. The key insight is that dealerships risk missing significant lead generation and customer engagement opportunities by neglecting social media marketing.

# Summary Dealership managers debate how to fairly allocate commission when internet sales staff and floor salespeople both work the same customer, with the core issue being gray areas in "protection" policies (e.g., does a voicemail count as legitimate contact?). The consensus solution that emerged is to eliminate the traditional internet sales department entirely and replace it with dedicated Internet Sales Managers (ISMs) or appointment specialists who qualify leads and schedule appointments but don't complete sales—allowing floor salespeople to handle all customer interactions and receive full commissions, which reportedly increases sales, improves customer service, and eliminates internal conflict.

• Locked

Katie asks what CRM systems dealers are currently using, specifically seeking fellow Aeros/E-Autobusiness users. The discussion quickly pivots to updating an outdated CRM poll from the forum's archives, with participants suggesting they compile a comprehensive list of both established and newer CRM solutions before creating a new poll to ensure complete coverage. The thread moderator (Alex Snyder) consolidates the conversation back to the original thread to avoid duplication.

# Summary BDC professionals discuss industry benchmarks for converting inbound phone calls and internet leads into appointments, with consensus that phone-ups should achieve 60% appointment rates while internet leads typically convert at 40%, though dealer website leads significantly outperform purchased leads. Experts emphasize that show rates and closing ratios vary by lead source, city size, and appointment timing, with key insight that dealerships must differentiate their approach by lead source rather than applying blanket standards across all channels. The thread reveals frustration that lead providers lack accountability for conversion metrics and that most dealers underperform industry standards.

A dealership seeks advice on breaking free from their Higher Gear CRM contract, citing poor service and unresponsive leadership. The discussion reveals that Higher Gear contracts are often financed through third-party lenders (like Wells Fargo) rather than direct vendor agreements, making early termination extremely difficult unless another CRM vendor agrees to buy out the remaining balance—though this typically comes at a premium cost. The consensus advice is either to pay off the contract outright if the financial burden is manageable, or to carefully review the contract for breach-of-service clauses (like promised training) that might provide an exit opportunity.

# Summary Automotive dealers across multiple brands reported strong April 2010 sales performance, with significant increases in internet-driven leads and closing ratios compared to the previous year. Key achievements included one Honda dealer jumping from 63 to 90+ internet sales year-over-year, a BMW dealer increasing unit sales from 44 to 65-70 cars, and several dealers noting improved web traffic conversion despite lower overall site traffic. The consensus insight was optimistic about sustained business growth for the remainder of 2010, driven primarily by improved internet sales operations and lead conversion rather than expected Toyota customer migration following their recall issues.

# Summary A dealer asks how they would structure processes differently when opening a brand new franchise dealership, particularly around adapting to internet buyers and online marketing without being constrained by legacy systems or resistant employees. The discussion centers on key operational questions including whether to use an Internet Sales Manager/Department versus an Internet Store model, pricing strategy, sales consultant roles, and BDC staffing approaches. One respondent from a dealership that opened two years ago offers to share a detailed article addressing these questions, suggesting practical answers exist based on recent startup experience.

# Summary This thread discusses how dealers and vendors should approach social media and community engagement using Seth Godin's concept of "Santa Math"—giving value without immediate expectation of return. The consensus among participants is that Facebook and social media should be leveraged primarily for long-term branding, PR, and genuine relationship-building rather than direct sales tactics, with employees and authentic advocates being more effective than corporate-pushed messaging.

Jarrett introduces Salesforce Chatter, a new internal social networking feature within CRM systems that allows dealership staff to follow and collaborate on customer data and employee activities within the platform. The key distinction clarified through discussion is that this tool creates an internal network of CRM activity and events among dealership employees, rather than connecting to external social media platforms or customer social networks. The primary value proposition is improved internal collaboration and visibility into how team members are interacting with customer information.

A dealer shares their experience implementing VinSolutions CRM after switching from Higher Gear, initially praising the system's functionality and training but then identifying specific workflow issues, particularly around sales group vs. department separation and desk log visibility. Other dealers and a VinSolutions representative offer perspective that some challenges are typical adjustment periods to a new system, while the original poster submits feature requests to address gaps between the two systems' design philosophies.

# Summary An Autobase ILM user seeks feedback from peers about restructuring the lead bucket system to better match their dealership's workflow, but encounters pushback from Autobase vendor representatives who defend the existing bucket structure and suggest the current system works well when used properly. The thread reveals tension between user customization requests and vendor recommendations, with the original poster ultimately defending their dealership's strong performance (17% conversion rate, 102 internet sales in March 2010) while acknowledging the bucket system's integral role in their process, though still expressing reservations about its design.

Dealers discuss Autotropolis.com, a lead provider with a pay-per-sale model ($300 per sold vehicle). One BMW dealer shares positive experience with the platform's SEO tactics and the risk-free payment structure, though conversion is low at approximately 1 sale per month from 20 leads. The consensus suggests the pay-as-sold model is attractive, with dealers appreciating the reduced financial risk compared to traditional lead generation services.

# Summary GM dealership managers discuss the challenge of responding to GM OneSource leads after hours without being constantly available, and debate whether an outside vendor service could handle these responses while maintaining CRM access and response time metrics. Key concerns include security risks of granting third-party access to dealer CRM systems and the difficulty of staffing overnight lead responses, though one vendor (mattwatson81) hints at developing a solution and directs users toward a mobile CRM tool at motosnap.com. The thread reveals significant demand for a trustworthy after-hours lead response service, with dealers willing to pay per-lead fees to solve this operational pain point.

A dealer is searching for a specific 77-second Honda Certified Pre-Owned video that outlines certification checkpoints, which they saw on AutoTrader. A fellow user suggests checking HondaNews for videos but confirms they couldn't locate the specific video described. The thread remains unresolved with no successful leads on locating the requested video.