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How are you stopping the clock if you are a GM point?


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Comment by Keith Shetterly on February 17, 2010 at 8:41am
I will say that Car Research CRM that we use has worked out the bugs in their GM lead reporting, which I MUCH appreciated, though I am still nervous about any error they make being uncorrectable in GM's world (same issue exists, though, for any GM-certified CRM, as mentioned in this thread by Thomas). Car Research is pretty responsive. My issue now with them has to do with some non-GM reports that have some errors for me, which they've said they will correct, and that they slow wayyyyy down in the middle of the night. If I'm up dong a lead, I want my CRM up, too! :)
Comment by Keith Shetterly on February 17, 2010 at 8:22am
Let's talk about this: 523 leads since 1/1/10, and 47 of them (9%!) have been between 11pm and 5am, every night of the week. If I change that to between 10pm and 6am, that's 105 GM leads, or TWENTY PERCENT!! GM says all leads must be answered under 2hrs on 24x7 clock *AND* 95% of them must be answered in less than 5hrs. If I didn't watch the leads at night, I risk that number being 80%! I may as well not do this if I don't watch it at night.

Comment by Thomas A. Kelly on February 17, 2010 at 2:17am
Sorry about the rant, I failed to answer your question, I get up normally between 3 & 4am and answer leads live with templates that are modified to the specific customer request leaving little doubt that I am a human....I will stay live until 10 pm and often till midnight , 7days, sharing the duty with one other fella...we each work the majority of the 90 hours we are live, giving each other a couple of nights off during the week....ADP does not have an autoresponder feature in their lead management tool, if they did, we would not use it long term, if we had the resources we would prefer to have an inventory specialist answering all leads live 24/7... and give quotes live... and send additional photos to those customers who only see a few that are available on third party sites,man the chat feature and compose comments for the used inventory....there is plenty to keep the right specialist busy through the night....convincing other managers that we need additional staff to become a real "internet dealership" without running current players out of gas can be difficult, it has for me.

Comment by Thomas A. Kelly on February 17, 2010 at 1:53am
With ADP it has been a challenge so far...We have always had a problem with the numbers ADP reports to GM...not even close to being a fair representation of our effort....what we have found is that even after specific leads were tracked down as being answered on time (average of less than 2 hours without the aid of any autoresponder) ADP eventually tracks down the details and tells us that 'after further investigation that we did do the job right' is of no comfort to us...Currently the books remain closed at GM after the initial reporting. In near real time we set up a test lead and answered it perfectly but it was reported to GM that we did not, again, in near real time, we brought it to ADPs attention and ADP agreed that it was 'handled correctly' but the reporting to GM could not be reversed.... we are now manning live, the leads from 3am to 11pm with two of us to attempt to offset bad reporting and still maintain an acceptable average under the 2 hours...I agree with Keith, until we get the results GM is looking for we will not have a anyone else have a problem with ADP reporting bad numbers to GM?.....I get the impression from them that I have the only problem..and that I am not well trained on the 4.4 release
Comment by Keith Shetterly on February 4, 2010 at 11:28am
First, I'll editorialize: My frank statement is that I don't like what GM has done here for a process, but I know I won't have a voice in improvement until I achieve the results they are pressing for.

We all know that "Speed Wins!" on the Internet. I think the issue you're asking about it a good one.

I created "action templates" for our emails ("please call me tomorrow so I can clarify your quote", etc.) for quote requests at those times we must answer but cannot author a full quote (midnight, closed days, etc.). If you do this, tell them you will ANSWER them A*S*A*P the next business day morning--and then DO that.

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