I need some help. I'm the Business Development Director of Tysinger Motor Company
in Hampton, Virginia. We are comprised of Mercedes-Benz, Dodge, Hyundai and Pre-Owned. Our dealership has gone through many changes since my 2 year tenure here. When I first started I had a traditional BDC with 7 Customer Service Reps. who handled all Internet Leads when they first came in. These Reps. would process the lead, send out e-mail templates, make phone calls, follow-ups and set appointments. When the client came in for their scheduled appointment they were turned over to the sales consultant who then worked the deal. That process worked pretty good, we closed these Internet leads at a decent rate (surely we weren't setting things on fire) but above average in my opinion. Recently we have signed with Traver Technologies and I no longer have Customer Service Reps. We tried "shotgunning" all internet leads directly to the sales force and expected our sales consultants to work the Internet leads from "soup to nuts". This obviously did not work quite well, leads were getting dropped, response rates were well above 1 hour, follow-up became almost nonexistant and overall closing rates have declined drastically. We now have organized our Internet process and formed an Internet Sales Team with a Manager and two sales consultants who solely handle these leads. I'm interested in hearing some thoughts and feedback from anyone in this community about how I can get some solid processes in place. Specifically I'm interested in any experiences you all have in forming Internet teams and your processes. I love presentations and diagrams to teach and learn from. I have browsed through some of the material on here and used some of the information. If anyone has anything to share, i.e. mapping out an internet process, templates, procedures, etc. it would be greatly appreciated. We are currently handling approximately 350 to 400 Internet leads a month. The majority of these coming from our website (SEO and SEM), manufacture websites, autotrader, cars.com and USAA. I stopped buying third-party leads a few months ago but that's a whole other topic to discuss at a later time.
Please provide me some insight.