WWW.ELEAD-CRM.COM
CUSTOMER
CONTACT
The Power of
ONE
About Us
Six of the top ten dealer groups have chosen to partner with the most intelligentand intuitive dealership software available in today’s automotive market.
§ Over 30 years as a privately-held company
§ 1,500 Employees nationwide
§ 1,000+ Contact management agents
§ Award-winning software
§ World-class client service
§ 7,000+ Dealer clients
§ Scales to any size retail operation
§ No Long-term contract
Our Awards
Company
Awards
CRM | Owner Marketing | Fixed Ops |ILM
CRM | ILM | Digital Marketing
CRM Superstar
Our Services
Our Services
Helps dealers achieve unmatched results in sales and profits, lead generation and communication tools, sales processes and complete lifecycle management. The automotive-only contact center, CRM/ILM and unique profit-building strategies are the foundations of our success.
Contact Center Brings the power of the largest and most experienced call center technology to offer unlimited inbound and outbound call packages.
01
02
CRM/ILM Fast, friendly and flexibleCRM/ILM scales to any size retail operation. Maximizes business opportunities across all devices.
03
Data MiningLeverage a multi-channel direct marketing
program that turns current customers into loyal, repeat business.
04
Digital AdvertisingFrom websites and SEO to dealer-branded mobile apps, leverage your CRM to compete at the highest levels.
05
Service MarketingComprehensive service-marketing solution provides unmatched increases in transactions, loyalty and revenue.
06
Service1OneFully-integrated suite of products streamline the dealership service operations and marketing efforts.
ELEAD Contact
Center
§ Sales follow-up BDC – Showroom, Internet, Phone
§ Internet insta-call or long-term follow up
§ Delivery CSI survey with reputation management
§ GoldDigger data mining
§ LVT 30-second informational
§ Complete Inbound BDC
§ Sales overflow call handling
Contact Management
§ Defector prevention (Exclusive)
§ Service CSI
§ Service needed (declined)
§ Reputation management
§ Appointment confirmation
§ Complete Inbound BDC
§ Service overflow call handling
SALES CAMPAIGNS
SERVICE CAMPAIGNS
With the industry’s highest contact rations, we provide over 7,000 automotive
retailers across the U.S. and Canada peace of mind with their most precious asset…customers!
§ Over 1,000 customer contact agents based
in Georgia, U.S. – bilingual available § 100% TCPA compliant custom contact
software
§ Continuous training, coaching on
interactive scripts
§ Quality control processes, enforcement
and accountability measurement § Integrates with any CRM system
§ Reduce inbound missed opportunities and
outbound communication mishandling § Optimal phone engagement during and
after retail hours seven days a week
Delivers the industry’s most affordable and consistent results in prospecting, appointment setting, follow up and retention.
Contact Management
§ Improve data collection and reliable
customer feedback
§ Real-time alerts popup within the
ELEAD1ONE system and are sent by email, text or both
§ Alerts provide instant access to live call
details or ability to create a follow-up activity
§ Reporting with unique in-store process
training provides the ultimate
accountability of business opportunities
Insight-driven customer interaction that provides smarter cost control and communication performance.
Built-in Process
BDC Success
Virtual BDC Success
A third-party contact management center yields a 95 percent survey completion with better information gathered and more honest feedback.
To connect with auto
consumers Achieve with two valid phone numbers Opportunities complete surveys Serious buyers with an appointment
4.8
Attempts
84%
Contact
Rate
95%
Complete
Survey
50%
Buy that
Day
Internet Lead
Follow Up
§ Unsold follow up customized to insta-call
or long-term follow up – 60 to 90 days old
§ Insta-call first attempt within 15 minutes
§ Follow up contact customization (x-hour
delay)
§ Dealer contact reports on Internet request
follow up ratios to OEMs
Auto Dealer Group: Days to Close Internet Lead Summary
Performance Reporting – January 2015
Internet Follow Up
§
14.6% close rate within 14 days
§
Additional 5% INCREASE with
Call Pro
Training
§ On-site training, best practice communication
strategies, and implementation of KPI accountability
§ Coaching on strategic customer interaction and
follow-up tactics
§ Monthly account management, process review
and campaign metrics
§ Streamlined alerts and ROI reporting metrics with
in-store accountability measures
Flexible, Intuitive and
Reactive Engagement
§ On-site training, monthly account management
and cloud-based performance reporting keeps you in direct communication with the contact center. § Hundred percent peace of mind – from outbound
follow up, CSI and data mining to inbound appointment scheduling, live chat and overflow call handling.
ELEAD vBDC
Plus
§ Customer contact package tailored to
every outbound touch point
§ Smarter vBDC response, PIC insta-call,
email first responders and long-term follow § Immediate Internet responders manage
leads from online sources 24/7
§ First responders stop the clock in a timely
manner
Contact Management
§ Immediate Decline in Response Times to
Leads Generated from Online Sources § Monthly Reporting Includes the Dates
and Time When Each Notification was Received and Responded to
Auto Dealership Response Times Performance reporting: January – May, 2014
Interactive Live
Chat
§ Full chat software capabilities during and
after retail business hours
§ Over 50 languages supported by Google
Translation API
§ Custom invite widgets mirror any dealer or
OEM brand
§ Customer interactions seamlessly integrate
in real time with ELEAD CRM
§ Provides customer name, email and phone
information
§ Facilitates customer interactions across all
departments
§ Average a four second response rate
§ Intelligent and engaging communication in
an easy-to-use multimedia interface § Alerts sales team when someone who
previously chatted is back on the site § Hot alert text notifications
§ Dealer managed, reception services, and
full managed options
§ Compares vehicle details and pricing
Insight-driven customer interaction that converts virtual visits into real appointments.
Immediate
Results
§ Service lead rate is near 80 percent
§ Chat widget provides the same experience
as speaking with a salesperson on the lot § ELEAD Contact Center facilitates over five
million communications per month,
including
o Inbound chat
o Inbound/outbound phone calls
o Outbound text
Chat Management Success
Dealer Managed versus vBDC Managed Chat Performance reporting: December, 2014
Intuitive Easy to use and built by ‘car guys’ to ensure successful adoption
