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If anyone out there has heard of Sunnyvale Toyota's success, I understand the main contributor is Response Logic? - We have the option to go forward with this pretty cool email responder program - anyone else out there using it?  Anything you can tell me about it?

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Did you use it within a Toyota store or a different franchise - because the system was developed by a Toyota Store in CA?
I used it for about 45-60 Days, and it was the worst program/system ever. This would be a great system for a dealership that doesn't have a good Process in place, and Doesn't contact the customers. The idea is great: Send multiple choices and Pre-Owned options, fast Response time ...However....

1) The incentives are only going to be as accurate as the Data they get from AutoData. For some brands the data is accurate, but with Ford, Lincoln, and Mercury they are always way off.

2) It uses Aliased names for your CRM... so in the even that you cancel them (like I did), your CRM has a bunch of bogus E-mail addresses and phone #'s.

3) Everytime I had a problem, the tech support took forever, and when they did finally get to the bottom of it, it was always someone else's fault.
The alias numbers and email addresses were a cause of concern for me as well, so I am having their techs look into this.

Did either of you use Reynolds as your CRM tool?

I am thinking that there has to be a perfect mix of being a Toyota brand, since it was developed orginally for a Toyota Store, using Reynolds. Anything else it sounds like there are bugs.

Great info! Thanks, Amanda
David, I am the Marketing Director at ResponseLogix and am sorry that you didn't have a good experience. We just completed a customer survey of our dealerships and 87% of the dealers rated as High or Extremely High. The dealers surveyed represent 13 auto manufacturers and use 26 different CRM systems.

We believe the key to dealer success is to have strong processes in the store as well as the right tools in place.
Thanks for your reply Catherine.
I disagree. If you have a strong process in your store, you won’t need a program to send out a price quote in a timely fashion. I think your product works best for the stores that don’t have a strong process (which could be 80% of the stores out there). Its great if you want to make sure they get "something".... but if you want them to get the right info then sending them out yourself works better...IMHO.

Do you guys still send an aliased E-mail to the CRM? What happens to all of those customers when you no longer use Response logix? I have 2 months worth of customers I cant E-mail, or Call now.... hmmmm

Do you still use Auto Data to get Rebate info? Auto data has never to date had the correct data for Ford, Lincoln, and mercury that I can remember. it may be better with other brands with easier rebates to calc.
The ResponseLogix system executes inital response back to your customer, within 10 minutes 95 percent of the time, using the dealers own business rules (pricing, template configuration, assigned sales rep, etc.)

With our Extranet, dealers are able to set pricing or markup rules and can add a manufacturer incentive/rebate as soon as it becomes available. As a back up if the dealer forgets or is on vacation, ResponseLogix receives a wire feed of the incentives and automatically activates any missing information but that usually takes two to five business days after release by the manufacturer.

The price quote instantly goes to the customer's tracking email address and the quote URL will be sent into the dealer's CRM tool. The real phone number and email address are still with the lead in the CRM notes field.


David, I would be happy to assist you with your specific needs. Please call me directly at 408-533-0222 or by email at cedwards@responselogix.com.

Amanda, if you have additional questions, or would like to speak with reference dealers who support the same manufacturer and CRM system as you, please contact me at 408-533-0222 or by email at cedwards@responselogix.com.
Ok, So since ford LM changes incentives sometimes as much as 2-3 times per month, and I have over 50 Trim Levels, I could log into your extra net to make sure and manually change these? I'm trying to save time, not add more things to my plate.. That is the point right?

Ok, so the 1500 leads that have the aliased phone #'s in the comments section...I can change those back 1 at a time now? lol.

Again....This is a great system for the dealerships who have terrible response time, and follow up. This would be a great improvement. If you already have a good process, this adds problems.

Just my 2 cents.

-Dave
Yes, incentive changes must be entered by the dealer. If you don't do so we will get incentive information updates within 3-5 business days. When no incentive information is noted, our quotes can state something such as "There may be additional incentives available; we can discuss when we connect."

As to the question about data, the dealer receives a data file with all contact information if our service is cancelled. A data file is also sent to dealers who change their CRM systems. Dave, I apologize if this was not done in your case and I will make sure that you receive the file.
I used RL for approximately 3 month. I had so-so sucess with the program, but I am looking at reinstating them with my Hyundai leads.

I agree with David on certain things - but what I LOVED about RL was the format the pricing was sent. It gave the customer 2-3 new car options (my choice) along with 4-6 used cars that are in my inventory that are similar to what they inquired about.

Incentives - I could manage those as I understand RL cannot have them as soon as they change.

The bad (or why I chose not to use them) - It didn't really fit our process. If possible, I like the ability to reach out and touch/call personalize myself and my staff before I send pricing info. In the event I cannot get the customer engaged within my first email and call - pricing goes out within the next hour.

All that to say - I believe it is a good product - but just not a perfect fit for us. We are looking at reinstating them for our HyundaiUSA leads - but just talking about it. I am a firm believer in giving products like RL a chance...depending on your current processes - it might be a good fit.

PS - As far as the customer's aliased emails and phone - they did send us a master file with all customers info. We just had to rewrite over existing data.
Amanda, I have resisted responding to this post for a month and a half, but now feel compelled to weigh in since several others have posted strong opinions. First of all, I have never been employed by LeadLogix, ResponseLogix or any of the other brands they have used at various times. However, I was provided with a VERY detailed deep dive into the ResponseLogix system, as well as a comprehensive demonstration that included a review of the original source data collected over a 12 month period after the RL system was implemented, with each month matched up to the same calendar month the year prior... I am not comfortable citing the name of the person who spent a day with me during this process because of an outstanding NDA regarding the nature and purpose of our meetings. However, with that said, I have no vested interest in ResponseLogix, and some people within my company may consider them one of our competitors in several ways.

If I were placed in a position of responsibility at any Toyota dealership in the USA that was operating with a Reynolds ERA system, and was receiving at least 400 leads each month... The very first initiative I would get working on would be to purchase, install and set up ResponseLogix within my lead management strategy and tactical implementation. Yes, I am definitely recommending you find the best way possible to buy and install ResponseLogix in your Toyota dealership!

Why?

Because without any other changes to your current processes, if they are fundamentally sound, the proper installation of responselogix will yield anywhere from a minimum of at least 2 percentage points, to an 8 percentage point or higher Net Increase in your sales closing rates on leads that include a VIN or Stock number. And... Even if your closing rate does not go up due to some other constraint, such as vehicle availability, your improvements in timelines and response content generated by the ResponseLogix system will free up so many hours of Internet Sales Specialist time each week that each ISS will be able to talk to twice as many customers each day.

I have studied the ResponseLogix sustem from a variety of perspectives and rate this application and response automation system a full 5 Points out of 5, with 5 being the best software, system and application you can get in the lead management solution category... If you are a Toyota Dealer using Reynolds ERA for DMS. I have not had any direct experience working with ResponseLogix in any dealership OTHER than a Toyota dealership, nor on any DMS other than Reynolds ERA.

I have also heard about several installations of ResponseLogix in dealerships with other (non-Toyota) makes of new vehicles for sale... The results were described in a variety of ways, but it seemed like there were features and details incorporated into the ResponseLogix system for the benefit of Toyota dealers, but may not have carried over into the application builds and requirements for Ford dealers.

However, if you are working in a Toyota Dealership, then the response from non-Toyota dealerships with ResponseLogix should probably be discounted or set aside.

Again, my recommendation is for you to get ResponseLogix installed ASAP!
Hello Amanda,

I started 2 months ago at a Toyota store that was already using Responselogix and at first was very frustrated with it. After tweaking it a little, it has turned out to be something I really like. We are only sending out two used car options rather than the 4 to 6 suggested, too many options were confusing the customers and if you're sending them up to 7 or 8 vehicles in the same quote, you might as well send them to the website. The email was too long to read, it should be full of information, but brief. We also had an issue with response time, I sent in several test leads and it took up to 5 hours to receive the RL response. After talking to support we discovered it was a server issue on their end and it was resolved - keep an eye on that.

Once the quote is sent by RL and it hits our CRM, the real phone and email is copied and pasted into the appropriate fields in Autobase (takes 2 seconds). If there is a phone number we call and make sure the customer has received their quote and start a conversation. If there is no phone number (about 50% of the time) we send out a personal email two hours later asking if they have questions about their quote (did it include the right model year and trim level?) and inviting them in for their test-drive. The Toyota site seems to be defaulting to 2011 models right now even though the lease specials are on 2010 - that is our lead question on the phones right now. The RL follow-up system helps especially when the customer hasn't included their phone in the original inquiry.

One thing the dealer was doing when I started was using an autoresponder on every lead. TURN IT OFF! The customer gets the RL quote within an appropriate response time, if you send too many emails in too short a time period, the customer stops opening them.

Keep in mind - when the customer submits the original inquiry they are most likely clicking on a button that says "get a quote", we are giving them what they asked for, and the backend or extranet tool gives us the ability to give them (hopefully) the best quote in the area, very quickly. When the customer is sending inquiries to multiple stores (what's the average now - 5?) you better be the first and best looking response and RL has allowed us to do that. It's all about first impressions.

I've worked at Chrysler, GM and Ford stores where I built templates for every model and trim level and changed them when the rebates changed, it's a pain and time consuming. The other option is personal emails from BDR's, IM's or sales people that run the risk of misspellings and misinformation.

So, there's my 2 cents! Good luck

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