I will follow this post up with more information as I learn it, but I wanted to pass this information on and see if this has happened to anyone else lately.
I discovered a huge break in the line of communication this week. I received a report this week stating that we've not responded to any of our GM Internet leads in the past 2 week. The same report sent the week prior rated us a top responder. It seems to flip flop, but our process is hasn't. As I'm digging to find out why this is happening, the rep and I stumble upon a possible disconnection in our CRM to the GM 'lead stop clock." Since we don't have the Cobalt CRM, we could be misrepresented for our response time because it's not set up to work with our CRM.
Our BDC is extremely diligent in responding to leads, and I ride them hard on response time. I even post every single lead on a huge dry erase board in the office every day that displays what time the lead came in to our CRM, time we accepted the lead, and responded to it. I can only wonder how many BDC/Internet managers are getting shortchanged by inaccurate reports.
It seems that when we accept a lead and respond to it through our CRM, it's not being flagged as 'responded to.'
Just a heads up. Has anyone else been able to get to the bottom of something like this? I E-mailed a ticket yesterday and I've been on hold with Auto Base for a while now this morning...you might be able to help me out quicker than they...lol.