Overnight Lead Management

Judy Van Heusen
Is anyone using an outside service to respond to leads that come through in the middle of the night?? The Owner wants to get EVERY penny from GM, so I am trying to find a feasable solution to having our leads answered overnight -especially since GM has started sending special-event leads to dealers at 2AM! Any recommendations would be greatly appreciated!
Dave Erickson
What CRM solution do you currently use? Most will allow you to at the very least to configure auto response templates by lead source, make, model, yet, etc... so instead of sending just the default auto response template or some other general one you could get real specific and basically turn the auto response template into an actual price quote and then review them in the morning for phone calls and to make sure you respond to special notes or requests from the customer that no auto response quote could have accounted for.
Dave Erickson
What CRM solution do you currently use? Most will allow you to at the very least to configure auto response templates by lead source, make, model, yet, etc... so instead of sending just the default auto response template or some other general one you could get real specific and basically turn the auto response template into an actual price quote and then review them in the morning for phone calls and to make sure you respond to special notes or requests from the customer that no auto response quote could have accounted for.
Judy Van Heusen
We are currently using the Reynolds & Reynolds contact management solution, and GM does not recognize an auto-response as a qualifying response to stop their "clock" on our response times!
Dave Erickson
I've never used Reynolds contact management solution (just AVV and Dealer.com). It does seem as if GM is being unreasonable or there is some misunderstanding between the owner and the GM rep. How many leads actually come through during non-business hours? You're probably already responding right before bed and as soon as you get up. I'd think if they are counting all the leads all the time then I'd pay some 3rd party to respond if it were important or had a cost benefit from GM vs the 3rd party costs which I doubt it does or I'd simply take the hit and just try to even make the daytime response times better to keep the 24 hour average as strong as possible. I personally set up alerts for if a lead goes over an hour but those alerts are only applicable if a lead is delivered during business hours. Sadly for you the term "business hours" doesn't exist in GM's glossary of terms.
Adam Ross
I am an authorized reseller for an inexpensive 24-hour back-end pricing system that will stop the clock with GM on your Reynolds & Reynolds system within seconds, using the pager notification and response functionality from Reynolds. Please call or email me for more info. Adam Ross adamr@infiniteprospects.com (201) 481-1424

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