cfl product guide
DESCRIPTION
MotorOne\'s Customers For Life division, offers a range of specialised programs to help dealerships in their relationships with customers. Key areas include Customised Loyalty & Retention Programs where dealer customers have unlimited use of on-line vouchers to over 7000 merchants around Australia.In addition, Customers For Life operate an in-house call centre facility for vehicle manufacturer\'s to assist them with customer relationships and aftermarket sales opportunities. To read more, we invite you to visit the websiteTRANSCRIPT
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CFLPrograms
COMPLETE SERVICE MANAGEMENT
REFERRAL ADVANTAGE
ROADSIDE ADVANTAGE
VEHICLE PROTECTION PLAN
E-AUTO ONLINE TRAINING
CUSTOMER LIFECYCLE
VEHICLE SOLD ADVANTAGE(ON DELIVERY) (7 DAYS AFTER PURCHASE)
(AT 12 MONTHS)
(SENT AT 13 MONTHS)(WITHIN 24-48 HOURS AFTER SERVICE)
REFERRAL SALESFOLLOW UP
SERVICESERVICEFOLLOW
UP REMINDERSERVICECOMPLETED
SERVICEDUE
SERVICEBOOKING
(if no booking is made 14-days after service due date) by Telephone
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
COMPLETE SERVICE MANAGEMENT
CSMBENEFITS INCREASE CUSTOMER
SATISFACTION
INCREASE DEALERSHIP REVENUE & CUSTOMER RETENTION
ABILITY TO ADDRESS CUSTOMER ISSUES IMMEDIATELY UPON AN ISSUE OCCURING
MONTHLY DETAILED REPORTING
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
servicefollow-up reports
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
Customer No: 87800 Mobile No: 041-7830678
Customer Name: Trevor MacKenzie Home No: 08-94576432
Vehicle Make: Mazda 3 RO Number: Z138461
Rego No: XVB235 Last RO Date: 07/02/2011
All Questions answered YES
Comments: Feedback Provided: “The price for a service is a bit too expensive”.
Customer No: 873321 Mobile No: 041-7834438
Customer Name: Neil Jolley Home No: 08-94572222
Vehicle Make: Mazda 2 RO Number: DSHSKS61
Rego No: XSSW35 Last RO Date: 07/02/2011
All Questions answered YES
Comments: Feedback Provided: “They did not explain part of the invoice and i would have preferred if they calledmeandtoldmeaboutthemsoicouldhavehadtheissuesfixedat the time of service”.
servicefollow-up reports
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
Total Number of Clients 131
Unsuccessful contact after 3 attempts 0
InsufficientContactDetails 16
Did not want to participate in survey 2
Request remove 5
Successfully Contacted 100
Q.1 Were all issues with your vehicle resolved at time of service?
Q.3 Did the service advisor explain the invoice including all charges and all work carried out on the vehicle in detail?
Q.4 Would you recommend the dealership to your family and friends?
No 13
Yes 95
Q.2 Areyoucompletelysatisfiedwithyour overall service experience at Australian Motors?
No 16
Yes 92
Yes 99 Yes 100
No 9 No 8
servicebooking reports
SERVICE BOOkING REPORT(February 2012)
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
Total Number of records 390
Un-Contactable Records 100
3 Attempts Unsuccessful 50 InsufficientDetails 20 Wrong Number 20 Not Interested 5 Request Remove 5
Total Contactable Records 290
Returning Customers 91
Already Serviced 20 Already Booked 32 Will contact dealer direct 27 Booked via MotorOne 12
Non-Returning Customers 199
Not Happy with Last Service 29 Too Expensive 23 Convenience/ Location 32 Not ready / Low kms 44 Local Mechanic 27 Disposed Vehicle 32 Moved Interstate 12 Warranty Expired 0
Booking Campaign Revenue $3,600Booked via MotorOne X average of $300 service price
servicebooking reports
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
AT&T 12:34 PM
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
REFERRAL ADVANTAGE
BENEFITSto say thank you for dealing with us
Driving referral sales
encourage loyalty
to communicate with your customers
to sell you more cars
contacting your customers and providing you feedback
access to online benefits via the mobile app
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
onlineprogram
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
ONLINEbenefits
rewards one program offers 30,000 discounted offers from 7,000 merchants
customer logs in via your dealership website
print out unlimited offers
GAIN ACCESS VIA THE MOBILE APP
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
Dealership Name Avg Packs Sent Avg Ref Sent Highest Ref Month Ref Ratio
City Mazda (SA) 100 15 22 15%
Lander Toyota (NSW) 250 35 74 14%
Grand Prix Mazda (NSW) 250 23 47 9%
GWS Group (VIC) 390 31 47 8%
Adrien Brien Automotive (SA) 150 21 32 14%
program Roireferral
NEW CAR SPECIALS
TEST DRIVE BOOKING
social MEDIA in
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
DEALERSHIP CASE STUDY:DANDENONG NISSAN
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
Return on investment. Less than $1 per connection made.
Over 300 likes were generated in the �rst month of the Facebook ad campaign.
Dealership awareness. Over 1 million ad impressions.
Less than $500 in Faceboook advertising achieved more than 1,000,000 ad impressions
Customer loyalty. Over 5000 post views.
In the �rst two months, posts made by the dealership were viewed more than 5000 times.
Social Proof. Over 30 recommendations.
More than 30 recommendations were posted by happy customers.
Dealership Case Study: Dandenong Nissan
24 hours a day, 7 days a week, 365 days a year coverage for all emergency breakdowns.
CONSTANT COVERAGE
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
ROADSIDE ADVANTAGE
MEMBER NO:
FOR ASSISTANCE CALL
Card
Roadside response
towing breakdown
general assistance
car hire
accommodation
ambulance cover
free towing (50km)
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
benefitsVPP
To retain service customer
To increase and create customer satisfaction
To increase dealer gross profit
Online integrated system
Claim lodgement and tracking
Daily Automated Service History Upload
All claims are referred back to your Dealership
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
VEHICLE PROTECTION PLAN
PERFORMANCE REPORT
CLAIMS ACTIVITY REPORT
FUND ALLOCATION REPORT
CONTRACTS DUE TO EXPIRE
SERVICE DUE REPORT
MONTHLY ACTIVITY REPORT
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
XYZ MOTORS FEBRUARY 2012
Performance Report :: Vehicle Protection Program
Vehicle Protection Summary This Month Last Month Total- to-Date
Number of Contracts entered 25 26 349
Number of Contracts Upsell 11 12 82
Upsell Ratio % 44% 46% 23%
Upsell Revenue Generated* $11,000 $12,000 $82,000
Claims Summary This Month Last Month Total- to-Date
Total Number of Claims 5 4 48
Total Claims Amount $3,268 $2,214 $20,208
Claims Approved by MotorOne 2 2 34
Claims Rejected by MotorOne 3 0 4
Claims Overridden by Dealership 0 2 8
Claims Rejected by Dealership 0 0 2
Total Claims Approved 2 4 42
Total Claims Rejected 3 0 6
Number of Pending Claims 0 0 0
Pending Claims Amount $0 $0 $0
*Upsell Revenue generated is based on the average policy fee charged by the dealership
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
what is e-auto?
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
E-AUTO ONLINE TRAINING
TRAINING MODULES
rookie
Senior sales
management
service advisor
service manager
receptionist/ office administration
COMPLETE SERVICE MANAGEMENT
REFERRALADVANTAGE
ROADSIDE ADVANTAGE
VEHICLEPROTECTION PLAN
E-AUTO ONLINETRAINING
Keeping your Customers For Life.
What some of our clients have to say...
What some of our clients have to say...
Dealingwith‘CustomersforLife’isadefinitevalueaddedexperienceforourbusiness.Overthepast5 years are relationship has evolved to a seamless arrangement where they handle all our customer incentives and electronic campaigning. Their ideas are fresh and uncomplicated and allow us to concentrate on our core business. The foundations that are created by using the Rewards Program coupled with their Roadside Assistance and marketing tactics gives us the professional edge with an investment return driven by our repeat customers. Customers for Life ...... that was all we were looking for.!
Joe CamilleriDirector
AttheBayfordGroup,webelieveMotorOne’sRewardsandWarrantyProgramisbyfartheverybestavailableinthemarkettoday.Theirefficiency,professionalismandexcitingretailoffersfiltersthroughtoourendusersourcustomersarealwaysmorethansatisfiedwiththeproduct.
Additionally, our warranty program has helped our customer retention bringing customers back into our servicedepartmentyearafteryear.Keepupthegreatwork,MotorOne!
Stuart MckenzieManager
GarryandWarrenSmithGrouphasbeenabusinesspartnerwithMotorOneforoversixyearsacrossa number of products including the Rewards and Warranty Programs to name but a few. I believe that MotorOnehasalwaysconsistentlydeliveredinnovativeproductsandexcellentservicetoourcompanyoverthistime.IthasbeenapleasuretoworkwithAndrewAvrodevelopingthevariousMotorOneproducts to suit our company needs and requirements.
IcanpersonallyattestthatMotorOnehasalwaysdeliveredontheirpromisesandhasbeenmostprofessional in their dealings with Garry and Warren Smith.
Dale R. SmithDealer Principal
www.gws.com.au
WehavehadgreatsuccesswithourcustomersreturningtoourservicedepartmentbyusingMotorOnewarranties. The reward package has allowed us to say thank you to our customers and introduced a referral system that has resulted in many additional sales.
Trevor ReadingManaging Director