CRM advice needed, Small VW Dealership in Northwestern Pa

   I am currently needing advice with regards to CRM software for our dealership, we have something sort of close but very antiquated, that said, I thought that I understood the functionality of said software however I may have been sort of blind to it... My question(s) to you all is simple, for anybody using a CRM that they are happy with or would like to change a few things with their current software, please advise me on the following...

1-Integration with sales, service, and other departments (seamless functionality)

2-Ease of use for incoming/outgoing email, phone etc...(leads, follow-up etc..)

3-Smartphone friendly with regards to email response

4-A reasonable cost

5-HOW DOES IT WORK???????

I would really love for some input with regards to the above, tell me how it works..How does one use it? Pros/Cons etc etc.... Thank you

I am only in the infancy stage of building a case for the D.P of my store, so that he can see the benefits of said software... This is not an invitation for countless phone calls or sales reps from companies that offer CRM software to hammer me... Please advise me within this forum only!!!!!!

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Permalink Reply by Bruce Glascock on January 31, 2012 at 4:44pm

 

Andrew,

 I saw your article and I feel your pain. I wanted to introduce myself, Bruce Glascock - Dealer at Spring Chrysler Jeep Dodge in Houston Tx.

We are the # 5 volume dealer in the US for Chrysler. We have used a CRM company Car-Research , We have over 1,200,000 names and over 90,000 email address's in Car Research. Our sales and service culture revolves around car-research and every department in our dealership uses Car-Research. We desk car deals, look up inventory, listen to phone calls, internet leads and BDC are integral part of our use of Car Research.

 

Every CRM System has different widgets that look good and work. I would advise you to buy a system and USE it. That is the real problem that most CRM's have.

 

The Dealer has to understand the use of the CRM and all of the employee's must use the system.

 

Our process's with Car Research I believe helped us survice 2008 and 2009.

 

Car Research is our culture.

 

Good luck

Bruce Glascock

Dealer - Spring Chrysler Jeep Dodge

 

Permalink Reply by Scott Harris on January 31, 2012 at 5:05pm

Hi Andrew:

I would highly reccomend if you are using Reynolds & Reynolds as your DMS contact them and demo the Contact Management Solution it is a very good product.

 

Permalink Reply by Keith Shetterly on January 31, 2012 at 5:06pm

Bruce is on the money.  Best CRM in the world and not used is like a Ferrari up on blocks in the front yard--pretty but useless.  I can vouch for Car Research, too, as I've used it for many years now.

Bruce Glascock said:

 

Andrew,

 I saw your article and I feel your pain. I wanted to introduce myself, Bruce Glascock - Dealer at Spring Chrysler Jeep Dodge in Houston Tx.

We are the # 5 volume dealer in the US for Chrysler. We have used a CRM company Car-Research , We have over 1,200,000 names and over 90,000 email address's in Car Research. Our sales and service culture revolves around car-research and every department in our dealership uses Car-Research. We desk car deals, look up inventory, listen to phone calls, internet leads and BDC are integral part of our use of Car Research.

 

Every CRM System has different widgets that look good and work. I would advise you to buy a system and USE it. That is the real problem that most CRM's have.

 

The Dealer has to understand the use of the CRM and all of the employee's must use the system.

 

Our process's with Car Research I believe helped us survice 2008 and 2009.

 

Car Research is our culture.

 

Good luck

Bruce Glascock

Dealer - Spring Chrysler Jeep Dodge

 

Permalink Reply by Mauro Andres on January 31, 2012 at 5:13pm

I forgot to mention, why did Autotrader is buying the best of the best out there? Like KBB, V-Auto and Vinsolutions why not XRM or any other one?..... hummmm after all the money they spent on research the answer was... let's buy the best out there. Vinsolutions it's one of them... Full integration with DMS and OEM certified.... As I said the best. Now you must get everyone at your dealership to buy in... that's the only way. We actually have it tie up to their pay plan. If you aren't using vinsolutions your commision is 20% instead 25%. Viva Las Vinsolutions Señores!!!

Permalink Reply by Keith Shetterly on January 31, 2012 at 5:19pm

@ Mauro:  A purchase by AutoTrader does NOT mean it is the best; it means, PERHAPS, it was the best that could be bought.  ;)  At the time.  I like VIN Solutions very much, actually, but I'm more experienced using Car Research.  Bruce's backing goes a lot further with me than AutoTraders.  Just sayin'.  :)  Viva Los CRM Uso Amigos!

Permalink Reply by Mauro Andres on January 31, 2012 at 5:28pm

@ Keith: Thank you for your kind words... But I prefer my way... Gracias. By the way I'm sure Autotrader was short on cash.

Permalink Reply by David Goodison on January 31, 2012 at 5:33pm

Keith is right!  AutoTrader came knocking on my door to buy ProResponse a few years back but I declined.  I wasn't ready to sell.  We've since expanded to Mexico and Columbia, Chile and Brazil are next.  We are the ONLY CRM completely in Spanish!

Viva Sud America!

Permalink Reply by Keith Shetterly on January 31, 2012 at 5:39pm

Thanks David.  My point exactly!  Money isn't everything in any deal.  

David Goodison said:

Keith is right!  AutoTrader came knocking on my door to buy ProResponse a few years back but I declined.  I wasn't ready to sell.  We've since expanded to Mexico and Columbia, Chile and Brazil are next.  We are the ONLY CRM completely in Spanish!

Viva Sud America!

Permalink Reply by David Goodison on January 31, 2012 at 5:55pm

 

I have loyal customers who have been with me for 15 years.  Way longer than most of these CRMs have been around.  It doesn't matter what you choose as long as you get first class service...and fast!  No two dealerships do business the same way so when you make your decision make sure it is a good fit.  CRM as an industry has been an abysmal failure with millions of dollars lost on failed initiatives.

I was playing golf in Orlando, FL one NADA and they paired us up with a couple of Brits.  One was the CIO of an international company that went around the world dismantling CRMs that didn't pan out.  He said he sent a survey to the Fortune 500 Owners/CEOs asking for (in 50 words or less), their definition of CRM.  He said he got back over 200 responses and no two were the same.  So, the question you have to ask is, what is CRM to you?  I have clients who have been through 2 or 3 CRMs before coming with us.  Choose wisely and avoid all that unnecessary pain and lost opportunity.

Permalink Reply by Jason Mickelson on January 31, 2012 at 5:56pm

Mr. Kappler, I am encouraging you to look at another option.  Support is a huge issue when it comes to crm as you have read in several of the replies.  VinSolutions is a good tool that battled support issues for the last couple of years.  In the past 30 days there has been a huge improvement in this area for VinSolutions.  I think they are a good option and easy to use. 

If you want to spend half the money, look at DealerPeak and put their ILM to the test.  If you are a smaller store, challenge Boomer over there to see if there is something you want your system to do that their ILM won't do.  You will be hard pressed to find something that the ILM won't do.  The system is super easy to use and it will be half the price of most other systems that have been mentioned here. 


Oh, one more thing.  Good luck with your mission.  Getting a CRM change approved and implemented is a big project.  I wish you the best!  If you have questions, feel free to reach out to me on our website at www.autoilead.com 

Permalink Reply by David Goodison on January 31, 2012 at 6:07pm

Well Mr. Kappler,

Since it seems people are unabashedly promoting their companies, I might as well throw my hat in the ring.

Here is a two minute video:  http://demo2.msgworx.com/Default.aspx?ModuleId=39f7dfe0-14fd-83a3-1...

 

I’m done.  Thanks and happy hunting!

Permalink Reply by Lou Weisenbacher on January 31, 2012 at 6:55pm

Unfortunately VinSolutions has gone backwards since being purchased by AutoTrader. They are just getting back to me on cases I opened in October and November...

Mauro Andres said:

I forgot to mention, why did Autotrader is buying the best of the best out there? Like KBB, V-Auto and Vinsolutions why not XRM or any other one?..... hummmm after all the money they spent on research the answer was... let's buy the best out there. Vinsolutions it's one of them... Full integration with DMS and OEM certified.... As I said the best. Now you must get everyone at your dealership to buy in... that's the only way. We actually have it tie up to their pay plan. If you aren't using vinsolutions your commision is 20% instead 25%. Viva Las Vinsolutions Señores!!!

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