Elead1One CRM Product Overview

Product Snapshot

Why ELEAD1ONE – The vendor’s top arguments to select them

1. Reactive: ELEAD1ONE is privately–held with over 1,500 employees nationwide. We react quickly to changes within the industry or within the store or region. 

2. Fast, Flexible and Friendly: The system operates quickly, and software is easy to use. ELEAD1ONE does not require a long-term contract. 

3. Support: From the top-down, we are 100% focused on providing first-class customer support before, during and after the sale. 

4. ELEAD Contact Center: The largest automotive-only customer contact management center bridges the gap in all communication channels between automotive retailers and their customers. 

5. Scalability: The CRM system scales to any retail size operation to provide lead generation and marketing tools that manage the customer lifecycle.

Product Highlights

Key Features of the ELEAD1ONE CRM

• Comprehensive data cleanse and customer de-duplication process
  • NCOA (National Change of Address)
  • National Do not Call Registry
  • Telephone number lookup
  • Process conducted quarterly (ongoing)
• Data Mining and Equity included in CRM package (GoldDigger)
• AutoQuote – Emails with user specific vehicle interest along with a model up / model down price comparison
• Comprehensive mobile CRM application
• NADA guidelines for fair credit practices built into the Desking tool
• Advanced integrations with ADP & Credit Miner provide a host of bureau and credit scoring capabilities.

CRM Functionality

CRM Core Modules    

• Automotive CRM
• Mobile CRM/App
• Internet Lead Management (ILM)
• Automated Quote (AutoQuote)
• Data Mining / Equity (GoldDigger)
• Desking

Desktop

Integration throughout all lead channels and major DMS/third-party providers, gives the dealership accurate, up-to-date information at all times. The system’s “Add Prospect Wizard” makes for easy lead entry by using reverse phone look-up and e-mail verification.  A 75% point match triggers a duplicate lead notification and managers are alerted if the records are not properly merged or handed off to the appropriate dealership representative (skate logic).

Internet leads are provided in a hierarchical view for ease of use by salespeople and managers. Inactive leads can be routed through a time-based rule, a round robin assignment or manager redistribution. Assignment rules can also include time of day, make, model, etc. With each defined lead, the system is able to auto-respond with a unique message customized to that prospect.  Using a white dot technique (embedded in the email), the dealership can track open rates, click-through and the number of times a customer has returned to the message to view it.

Phone leads are identified through most third-party call services (such as Call Source). The system allows for “one-click” callback and live call recording and playback, useful for training and monitoring purposes. The callback task assigned to a salesperson can automatically be “marked completed” based on the length of the call.

Mobile

ELEAD Mobile App is fully integrated with the in-store desktop CRM with real-time information.

Salespeople have complete visibility to customer data, inventory, desking, follow-up and internet lead tools when using the app. Prospect information can easily be entered using the “Add Lead” entry point on the app. Also useful is the built-in VIN scanner that integrates trade information into the CRM in real time. A driver’s license scanner can be purchased at additional cost (not included in the core sales suite) that will automatically populate contact information. Salespeople are armed with all the information they need at all times whether at the store or at a weekend gathering.

Desking

Desking tools are included in ELEAD1ONE’s core sales suite - which is not always standard in the marketplace. A single login allows a manager to desk multiple deals, edit customer information, and add appraised vehicles. Desking allows managers visibility to the following functionality:

• Side-by-side payment presentations (up to 9 scenarios)
  • Lease/Finance comparison
• Aged inventory information
• Gross Maximizer
• Finance data and terms
• NADA fair credit guidelines
  • Tracks modifications to credit tiers prior to credit approval
• And more

Commonly Used Functionality

On a typical day, a sales person will view three main screens:

• The first is an organizer screen, which provides calendar views, overdue tasks, etc.  A manager can view this at any time and can set alerts when s/he feels an oversight has occurred.
• The next commonly used screen is a motivational dashboard.  This is a ranking of sales people based on specific key performance indicators.  A little friendly competition can go a long way. 
• Finally, prospect screens are used often to keep track of new leads.  All of these screens are easy to use and can be efficiently monitored and customized by managers.

Marketing Capabilities

GoldDigger, ELEAD1ONE’s data-mining technology, offers robust segmentation throughout all channels of leads. This comprehensive tool assists in building customized marketing programs by looking at industry data such as book values, OEM incentives, DMS data as well as strong prospect indicators including positive equity, end of lease, lower payments and defectors.  A large library of templates and eBrochures are provided and can be tailored to the opportunity at hand.

AutoQuote is another customizable marketing tool offered in ELEAD1ONE’s core suite. This tool integrates with ELEAD Internet Lead Management system to develop an automated dealer quote that includes up to three new and pre-owned automobile options, pricing and pictures.  These options can be at a similar price range or can be adjusted to present a model-up and down structure, providing additional choices. Valuable information can be collected with these messages by including finance pre-approval and trade value calls to action. Automatic follow-ups can be sent at 30-45-60-90-120-180 day increments.

Reporting

ELEAD1ONE provides comprehensive reporting capability on all CRM data and activities. Examples include:

• Activity based reporting
• Salesperson usage and performance reports
• Analytics and metrics reports based on dealership performance
• Campaign tracking/ROI
• Email open and click through reporting
• User Defined Reporting (Custom reports)

Installation & Support

Pre-Installation Activities

Proper installation, training and support are an important focus for ELEAD1ONE.  An agent will work with the dealership to identify objectives and growth opportunities that align with the dealer’s existing processes, culture and needs. Next, a thorough cleanse of data is performed using the company’s direct access to all major DMS platforms, such as Reynolds & Reynolds, ADP and Arkona. This data scrub facilitates a smooth switchover from a previous CRM system. Prior to onsite installation, ELEAD1ONE will conduct initial online training.

Onsite Training

ELEAD1ONE provides an onsite trainer for one full week to teach dealership personnel the ins and outs of the system. A best practices coaching approach occurs one-on-one as well as in a classroom setting. Continued training is encouraged through ELEAD University, which offers on-site, and online classes tailored to dealership needs. To date, the ELEAD1ONE Implementation Team has installed over 5,500 clients.

Ongoing Support

Support continues with a PIT (Performance Installation Team) Manager for 60-90 days after installation to make system adjustments and tweaks.  From there, a dedicated Performance Manager (dealership has direct access), Marketing Manager and Field Account Representative enter the team. They are continually working to keep the system running smoothly and monitor dealership performance, including identifying opportunities and possible enhancements.

ELEAD1ONE commits to maintaining a system Service Level Availability of 99.5% each month.

Additional Product Offerings

• Customer Contact Center
  • Multiple USA locations, staffed by more than 1,200 live agents
• Service CRM Integration
• Inventory Management
• Drivers License Scan for the Mobile platform
• Service Lane Management

Company Profile

• Type – Privately Held
• Size – 1001-1500 Employees
• Founded – 1985
• Location – Valdosta, GA
• Number of Clients – 7,000 +

Additional Information

• Certified as a WBENC Women’s Business Enterprise