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

# Summary Alex Snyder shares enthusiasm about iMagicLab's new reporting functionality, particularly the System Utilization Report and Daily Activity Report, which he uses to design and track employee compensation plans with greater accuracy than previous systems. Other dealers express interest in using CRM reporting for payroll purposes but raise concerns about data accuracy and system reliability, with one user questioning whether iMagicLab's metrics are trustworthy enough to base employee pay on. The key insight is that while accurate CRM reporting offers significant potential for performance-based compensation, implementation success depends heavily on data integrity and proper system configuration.

# Summary Dealers debate whether listing their entire used inventory on eBay is worthwhile, with most concluding it requires significant commitment and operational changes to succeed. The consensus is that eBay can work for specific dealers (particularly in "hot spots" like Texas and Florida) but demands dedicated staff, strong phone skills, professional photography, and the ability to handle high inquiry volumes—making it impractical for most traditional franchise dealerships that lack these resources.

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Automotive professionals discuss best practices for routing internet leads, with consensus that dealers should use their own email address (e.g., salesleads@yourdealer.com) rather than relying solely on CRM-provided lead addresses, then forward those emails to the CRM as a backup system. Key benefits cited include improved reliability and delivery speed, since some CRMs are occasionally unreliable, plus the ability to send duplicate copies to phones and maintain better control over lead distribution. The thread emphasizes establishing clear protocols with lead providers to prevent unauthorized email redirects and ensure leads arrive in standardized formats only.

# Summary A dealer sought advice on whether to keep ePencil as a standalone desking tool or switch to a CRM's integrated pencil tool, but the original post was confusing and has since been deleted. Experienced forum members (Jerry Thibeau and Alex Snyder) discussed the trade-offs of maintaining separate best-of-breed tools versus adopting an all-in-one CRM solution, noting that competing vendors rarely integrate well together. The key insight is that dealers must decide upfront whether they want comprehensive CRM functionality or are willing to accept integration limitations if they prefer standalone products—there's no perfect solution that solves all vendor compatibility issues.

Honda dealers danoneil and Walt Kustra discuss optimistic sales expectations for the final six weeks of the year, citing strong performance from the government cash-for-clunkers program, low finance rates, increased internet sales, and record-breaking Saturday traffic. Both dealers report surpassing their previous year's sales totals and attribute much of the success to Honda's aggressive promotional programs. The consensus is cautiously optimistic that strong year-end momentum will continue into the new year.

A dealer inquires about implementing Hook Logic, seeking community feedback on its effectiveness, cost, and ROI compared to other lead generation strategies. The post solicits practical input on pricing, lead quality, and conversion rates to help inform a purchase decision. No conclusion or specific recommendations from responders are evident from the original post alone.

# Summary Dealers debate strategies for engaging non-responsive email leads, with the central tension being whether to include pricing and detailed information upfront (per manufacturer best practices) or to withhold specifics to drive phone calls and build relationships. The consensus emerging from experienced contributors is that emails should be concise and curiosity-driven to push prospects to phone conversations, where tone and rapport-building become possible, while acknowledging that quick response times are challenging for overnight leads and that most prospects don't end up buying their originally-inquired vehicle anyway.

Dealers discuss optimal follow-up schedules for internet leads, with most employing a tiered approach: frequent contact (4+ times weekly) in the first two weeks, tapering to weekly/bi-weekly for several weeks, then monthly bulk emails for long-term prospects. The key insight from Jeff Kershner is that while a consistent follow-up schedule matters, the *message content* is equally critical—inventory updates and timely incentives (like special financing rates) are more effective at re-engaging cold leads than generic outreach.

# Summary A dealer seeks help writing a job description for an Internet Marketer/Assistant position compensated on piece-rate pay ($15 per appointment, $25 per sold appointment). Chris Moore advises against piece-work compensation for this role, recommending instead an hourly structure or internship model, and suggests hiring someone with IT/marketing skills rather than forcing a salesperson into a technical position.

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Mitchell Brenner seeks honest feedback about switching to Reynolds and Reynolds' Contact Management system, prompting multiple industry professionals to caution against it and recommend alternative CRM solutions, citing issues like poor user interface efficiency and limited functionality compared to modern platforms. While one user provides balanced pros and cons after five months of using the system, the broader consensus—from experienced CRM consultants—is that dealers should explore other options that better handle internet leads, email management, and service marketing without the constraints of DMS-integrated tools. The thread concludes with Mitchell convinced to pursue alternatives, underscoring that proper training, long-term strategic fit, and vendor support matter as much as the software itself.

# Summary A dealer using Cobalt's ILM seeks a replacement that integrates with their mandatory Reynolds Contact Manager while offering faster lead response times (under 2 hours) to qualify for a company bonus. The thread evolves into a broader discussion where multiple dealers compare ILM solutions—primarily VinSolutions, iMagicLab, and Liquid Motors—weighing features, pricing, and Reynolds compatibility. The key insight is that no single consensus emerges; instead, dealers emphasize doing detailed needs assessment and extensive vendor research, with recommendations varying based on budget constraints and whether Reynolds integration is required.

A dealer asks for best practices on phone follow-up frequency for uncontacted leads, and Dean advises a standard approach of one morning and one evening call per day, while emphasizing that strategies should flex based on individual customer preferences. The key insight is that there's no one-size-fits-all rule, but after three days of failed contact attempts via phone and email, escalating to the franchise sales manager keeps leads warm and ensures visibility.

A Higher Gear CRM user seeks help tracking customers who initially came through as internet leads but later visited the dealership in person, reporting that Higher Gear support says this functionality doesn't exist. The thread reveals that Higher Gear's reporting capabilities are limited and unreliable according to multiple users, with the core issue stemming from inconsistent data entry by sales staff rather than purely a CRM limitation, though suggestions include leveraging duplicate-matching alerts and contacting Higher Gear's training team for workarounds.

# Summary Dealers discuss the importance of treating financially challenged and subprime customers with respect and inviting them to the dealership rather than pre-qualifying them out on the phone based on credit scores alone. The consensus is that these customers often become loyal, long-term clients and source referrals when treated with dignity, and that dealerships should work with them through the financing process to find realistic vehicle options rather than dismissing them upfront. Real-world examples demonstrate that patience with difficult credit situations can result in significant commissions and customer loyalty that pays dividends over time.

Mitchell Brenner asks for recommendations on which CRM platform to choose, seeking input from dealers who are satisfied with their systems. Alex Snyder responds positively about iMagicLab, noting that while it took two years of internal implementation effort to achieve satisfaction, the platform has strong potential and he believes no competing solution could deliver comparable results. The thread suggests that CRM satisfaction in automotive dealerships depends heavily on proper implementation and internal adoption rather than the platform itself.

# Summary Shereef asks dealers what website conversion rates they're achieving and recommends DealerServe as a low-cost provider ($350-450/month vs. competitors at $700-1200), but receives mixed feedback questioning the company's credibility and site quality. The discussion reveals that conversion rates vary widely (from under 2% nationally to 35% for premium leads) and are heavily influenced by market factors like competition, inventory, and advertising spend rather than website provider alone. The consensus insight is that conversion rates are most valuable as internal performance metrics for A/B testing rather than as absolute benchmarks for comparing providers or dealerships.

The thread addresses a dealership's inability to differentiate form submissions and lead sources within their CRM (Autobase) and website provider (Cobalt), with the vendor partners pointing fingers at each other over responsibility. Multiple replies clarify that website providers must properly populate ADF/XML fields (specifically the provider and service tags) to enable CRM systems to accurately track and categorize different form types and lead sources. The key takeaway is that both the website vendor and CRM vendor must collaborate and take responsibility to resolve source differentiation—it's not a limitation of either system alone, but rather requires proper configuration from both sides.

# Summary A dealer employee shares his frustration testing two Kansas City dealerships' internet lead response times, finding one slow to follow up and the other completely unresponsive—sparking a broader discussion about industry-wide failures in handling online inquiries. Industry professionals debate why dealers struggle with internet leads despite their critical importance, with explanations ranging from staff incompetence and management indifference to the perception that most leads are unqualified, and the consensus that dealers adding new channels like chat and social media while failing at basic follow-up is putting the cart before the horse.

A dealer inquires about VinSolutions/Motosnap's ILM (Internet Lead Management) pricing to ensure they're getting a fair deal. Matt Watson from VinSolutions responds that ILM products are generally not recommended as standalone solutions, but if necessary, dealers should choose a vendor with full CRM capabilities to avoid future switching costs; VinSolutions' standard ILM pricing is $599/month with no contract and negotiable rates. The thread is lighthearted in tone, with forum members joking about Matt's predictable involvement in VinSolutions discussions.

A dealer seeks advice on forecasting monthly sales based on fluctuating lead volume. The primary response recommends setting goals based on staffing levels and lead-to-salesperson ratios rather than simply extrapolating from lead numbers, proposing a baseline of 75 unique leads per internet salesperson converting to approximately 11.25 cars sold monthly. An alternative suggestion proposes using Excel trend analysis (logarithmic or moving average) to identify patterns in historical lead and sales data.

# Summary Dealers are struggling to meet General Motors' new 2-hour lead response time requirement, which is measured on a 24/7 basis rather than business hours, making the standard difficult to achieve with standard staffing. The main issue centers on iMagicLab's CRM/ILM platform reporting delays and 24/7 measurement methodology, which several dealers argue is unfair compared to competitors like ProMax and VinSolutions that allow customizable business hour settings. After three months without resolution from iMagicLab's support team, the original poster's GM is forcing a platform switch, highlighting that ILM platform capability is now a critical factor in meeting OEM SFE requirements.

The discussion examines whether HTML emails are worth implementing in dealership CRM systems, with participants weighing aesthetic and branding benefits against practical concerns like spam filters and email client compatibility. A consensus emerges that while HTML can work for specific use cases like auto-responders, plain text or minimally formatted emails are more effective for general sales communications—prioritizing message content and proper structure over visual design, which may actually reduce engagement if images are blocked or flagged as spam.