Autoline - CRM

My Desktop

One of the most significant developments to the Autoline system is the introduction of the new 'My Desktop' front page access. This provides a clearer and more comprehensive tool to navigate around the system and allows users to manage their day-to-day tasks from one central point in the system.

My Shortcuts

• all shortcut options are displayed for each user based on their user access control settings

Blank Enquiry

• access to Showroom to create a vehicle enquiry for an 'unknown customer'

Customer Enquiry

• access to Showroom to create a vehicle enquiry for an 'identified customer'

Quick Start

• access to Showroom to create a vehicle enquiry (with an alternative start point focused on trade in vehicle and monthly repayment)

Blank WIP

• access to Point of Sale to create a new WIP (Work In Progress) for an 'unknown customer'

Customer WIP

• access to Point of Sale to create a new WIP for an 'identified customer'

WIP Wizard

• access to Point of Sale to create a WIP including optional up-sell functionality

WIP Search

• access to search option within Point of Sale

Workshop

• access to Workshop Loading within Point of Sale

My CRM

My Tasks

• User diary - daily or weekly view
• User's follow-up (including overdue) contact reminders
• Drill-down option to access through customer record
• E-mail facility

My Customers

• Customers allocated to user available via 'My Customers'
• Sort options to view customers
• View customers by listing or business card format
• Up to 27 user-definable buttons for graduated customer search
• Up to 4 user-defined filters to select customers in specific categories
• Preferred phone number highlighted
• Drill-down facility

My Enquiries

• Displays user's open showroom enquiries
• Filter/sort by WIP number, date due-in, vehicle licence number and/or WIP status
• Drill-down facility

My WIPS

• Displays all WIPs allocated either to specific user or to user's branch
• Sorting by date
• Filtering by status
• Drill-down facility

Today's Performance

• Outstanding contact follow-ups, highlighting any overdue
• Current showroom activity
• Contacts actioned today
• Provides access to display multiple sales persons details for managers using team structures and permissions/security
• Drill-down facility

Statisics

• Statistical information regarding functional activities, shown as grid or graphically in a bar or pie chart format
• Display of quantitative or value (sales/margin) details
• Variable period selection (today, yesterday, last week, last month)
• Displays event ratios (enquiries to test drives, orders, lost sales, etc)
• Pre-defined management information
• Drill-down facility to specific contact or showroom enquiry/WIP
• Access to display teams and hierarchy teams
• User-definable statistic views

Database Management

Access via any system menu by single key stroke

Full integration to Showroom, Vehicle Sales, Service and Parts Point of Sale, Vehicle Rental and Accounts Receivable allowing real-time update of all departmental contact and activity

Telephone, mail, fax and e-mail preference services fully supported

CRM field completions can be made advisory or mandatory

Additional user-defined data structures at a company, target and vehicle level, together with associated screens/reports - (subject to conditions)

User defined codes for departments, contact types, lifestyle, socio-economic, sources and types of business, company, people (target) and vehicle statuses, company positions, fleet categories

Contact recording with subsequent follow-up control via either on-screen contact management or individual printed contact sheets, with sales manager's summary of performance and overdue contacts

Customer 'casefiles' fully intergrated to Showroom, Vehicle Sales, Service and Parts Point of Sale, Accounts and Daily Rental modules

Link document archives, either outbound (automatically) or inbound (via scanned in documents) to contact history records

Database Cleansing reports assisting with the maintenance of raw data, plus a de-duplication facility that identifies duplicate data from customer, company and vehicle, including history, sales analysis, outstanding showroom enquiries and WIPs, either by using a pre-defined method or user definable search

Additional permissions and security features to allow hands-on maintenance or 'display-only' access by different users for various departments and locations within the database

Database auditing can track changes made to any field within the CRM record

Record Structure

A combined database for new business prospecting, existing customer contact and customer retention. With extensive data search facilities.

Three-relational record structure comprising of companies, customers and vehicles. Unlimited relationship capacities suit both corporate fleet businesses and private customers

Company Data, providing

• Contact details
• Source and type of business
• Vehicle fleet details
• Purchasing parameters
• Sales analysis
• Link to customer/vehicles
• Country code
• Optional integrated telephony
• Company web site address and optional link to web site
• Sales ledger account

Customer Data, providing

• Contact and addressing details
• Best 'time to call' options
• Sensitive customer flag (VIPs etc)
• SMS, e-mail and fax facilities
• Integrated telephony - optional with CCM module
• Source and type of business
• Loyalty card details
• Courtesy car entitlement
• Language flag to suit customer preference
• Contact person per department by branch
• Customer status per department by branch
• Mailing status per department by branch
• Telephone and mail protection indicators
• Consolidated summary screen
• Link to companies/vehicles
• Complaint monitoring
• Contact Wizard
• Document archiving facility - inbound and outbound
• Contact, Vehicle and Customer summary with drill-down facility
• Additional lifestyle, socio-economic information
• Satisfaction surveys/analysis
• Sales ledger account
• Spend and/or sales analysis
• Quotations history
• Bespoke departmental letters
• Customer activity details for enquiries and WIPs
• System parameter to allow user controlled amendments of contact notes

Vehicle Data, providing

• Nominated branch(s) for sales and service retention
• Sales and service follow-up/retention details
• Service and MOT test history linked to archived copy documentation
• Service history drill-down facilities
• Update mileage (parameter controlled)
• Immobiliser details
• CO2 details
• Accident damage information
• Warranty and finance information
• Change of ownership recording
• Cherished number plate support
• Link to companies/target - sales/aftersales/driver contacts

Campaigns, Direct Mail and Analysis

User-defined letters and selection criteria for marketing campaigns and service follow up, using integral RTF (Rich Text Format) editor giving basic PC based Word Processing tools

Add additional fields from the company record when creating a letter using the RTF editor

Facilities to aid tele-sales and tele-marketing

User defined CSI questionnaires and performance analysis by group, integrated with tele-marketing, with multiple questionnaires for each department, providing analysis of:-

• Customer and company satisfaction levels
• Departmental performance
• Individual sales person performance
• Cross reference comparison
• Facilities for written or telephone satisfaction surveys

Full sales analysis by

• Company
• Customer
• Vehicle
• Sales person
• Department
• Source of business
• Type of business

Daily, month-to-date and 24 months itemised history of gross sales value, discounts, cost-of-sale, units and profit with user-defined product structure

Spend Analysis feature provides transaction history for each customer

Contact history analysis by sales person, department, and branch at an individual contact type or contact group level, providing conversion ratios and comparative performance

Document archiving of bespoke RTF letters

User-defined extract via Report Generator, Campaigns and Ad-hoc Enquiries to provide sales and retention opportunities

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