Reynolds and Reynolds CRM Product Overview

Product Snapshot

Why Reynolds and Reynolds –
The vendor’s top arguments to select them

1. Seamless product integration along dealership-wide R&R systems
2. Balance between ease of use and robust functionality
3. Flexibility of the tool and accessibility for users -mobile functionality allows salespeople continuous connection
4. Secure system architecture
5. Management of user access and permission setup allows establishment of “fixed permissions” by job role and customizable user access derived from established base roles

Product Highlights

Key Features of R&R CRM

• Access to the DMS’s comprehensive dealership database of client records and transactions
• Seamless flow from within contact management to DMS modules such as Desking and Service
• HTML5 cloud-based architecture and Mobile support
• Available integration (at an additional cost) with key DMS productivity modules such as eNegotiator & Reynolds Integrated Telephone System (RITS)

Contact Management Platform (CRM)

The Reynolds & Reynolds CRM is designed to run in concert with either ERA or POWER DMS solutions.  This allows the system to take advantage of DMS data and productivity modules in a unified product suite.  Reynolds and Reynolds DMS integration is required for the CRM product to function; additional third party DMS integration is not supported.

Dashboards

When the user logs-in and opens the CRM system to the primary dashboard-view a set of tool bars guide the selection of core functionality:

Core data and dealership KPI’s are displayed on the dashboard through the use of moveable data widgets.  Drag-and-drop functionality makes the dashboard view customizable by user.  Information can be displayed in a basic numeric fashion, or as data permits, the user can select to see certain information presented in graphical fashion through the use of charts and graphs. Hyperlinks within the charts allow the viewer to drill deeper into the records. Business rules may be configured to show multiple stores in a single dashboard view (enterprise application). Permission based access allows users to customize features, organize their dashboards and determine workflow. Sample widgets include: vehicle sales data by store, prospect tracking by sources, inventory data, and activity audit by salesperson.

Customer Records

From the customer tab, the user opens a user defined interchangeable view of basic and advanced search capabilities.

Quick links from this page allow access to recent clients, recent vehicles, prospects, e-mail, announcements, alerts, and regular activities or favorites.

Once a customer record is sourced, a client summary panel appears via a dual-pane pop-up on the margin of the page.  The synopsis view shows a picture (if one has been uploaded or captured with the optional driver’s incense scanner) as well as basic contact information and transactional data for quick reference. 

View the full client profile for more in depth information.  The toolbar from client profile allows the user to access conact information, prospects (potential deals), interactions (phone and email contacts, marketing campaigns), care (customer care issues and documentation of remedial action), demographics (based on DMS dealership interactions, includes loyalty/business value), garage (with equity mining functionality), notes, and audit trail.  The equity mining functionality, utilizes deal information pulled from the DMS in conjunction with the dealership’s book of choice (NADA, Black Book, etc.) to determine a customers equity position.

When interacting with a client the prospect screen allows the user to define potential customers as new/used car shoppers or service customers.  The linked inventory database allows the user to assign one or more desired vehicles to potential buyers.  The screen also defines business unit (dealership employee the customer is working with), visit date, expected purchase date, contact type, co-buyer information, and trade appraisal notes.  While the prospect record is open, the dual-pane summary remains active for speedy reference and one-click to: appointment setting for test-drives, service appointments, and salesperson follow-up activities.

“My desk” is the R&R CRM solution for organizing a salesperson’s daily activities.  The view is flexible based on how the user does business with adjustable (drag-and-drop and show/hide) columns and sorting capabilities.  A variety of views allow the user to prioritize their tasks: prospects, messages, daily work plan, mailings and calendar.

A work plan view is available to managers to monitor their teams.  Activity status is once again organized by level of importance, contact method (channel), date, business unit, vehicle, etc.  Links within the work plan, as consistent with most R&R functionality, allow for a deep data dive within the DMS.

Mobile

Due to the CRM’s cloud-based architecture written in HTML5, it is accessible via a secure login on any device including smartphone and tablet computers. Screens will size based on the devices screen size and orientation. The CRM system retains nearly 100% of its desktop functionality when running on a mobile device.

Reporting

The CRM comes standard with a library of pre-defined, yet configurable reports.  DMS integration is utilized for large customized inquiries and reports can be organized by single store or enterprise view.  Examples include: Activity Scorecard, Management Overview, Salesperson Sold Units, Sales Tracking, Sales Prospect Performance, and Duplicate Client.

Marketing

Contact Management has a template gallery with built-in marketing campaigns. Birthdays, anniversaries, service notifications, and declined service notifications that include vehicle report card information are all available within the system. Beyond the basics, robust capabilities allow targeted messages based upon a variety of customer profiles and activities. 

Within the client profile, a salesperson can view the specific campaigns that have reached a given customer.  

Additional Offerings (addition cost options)

The CRM has a number of available options and DMS integrated solutions to increase functionality and proficiency within the dealership.

Phone Component – Reynolds Integrated Telephone System (RITS):

Built and designed specifically for dealers, R&R created RITS to prompt dealership employees with customer information as a call begins.  RITS presents the user with a snapshot of the customer’s history and pending activity, if the caller is already in the system.  For these established customers, the attendant will see name, address, current vehicle, lifetime value data, equity status, special order parts status, and service history.  Each data piece is hyperlinked for one-click accessibility to the full record within the DMS or CRM.  First-time interactions are auto-populated through reverse phone lookup (if available) and pushed to the CRM as a prospect.  New customers and contact updates performed within RITS are accessible in real-time throughout the DMS product suite.

eNegotiator

The optional eNegotiator component allows for a chat dialogue between the sales person and desk manager, deal information can quickly be exchanged without the need to leave the customer.  The deal structure allows for multiple ongoing inquirers to happen at any stage in the deal without having to run to the desk. 

The “Customer command” feature outlines a set of pre-defined (customizable) questions to seamlessly communicate shopper parameters via a ping to the desk manager.  The salesperson can confidently consult with the customer and uncover key deal information as they roam the showroom and enter their requests to the desk manager on a mobile device.  Direct online communication with the manager speeds the negotiation process.  Deals sent to a manager are stored at the customer record level and can be retrieved at a later date.

Payments are presented as a grid based on down payment, lease vs. buy, and length of term.  When the customer selects an option, the deal is pushed to Desking from the CRM.

The manager has visibility to market data while working deals in eNegotiator.  Market data accessibility includes:

• Sales target specific make, vehicle type (new or used) and/or model (stair step incentive)
• Average gross on model by store or group
• Unit sales by model
• Trade vehicles average sales price at the store or group
• Customer Lifetime Value
• Customer Current owned vehicles

Desking (DMS)

R&R’s Desking solution is closely integrated with eNegotiator, offering full deal comparison capability for up to six scenarios across model and or brand. Customers view their selected vehicles side-by-side with outlines of features/specs, pricing, finance options, and incentives.  The interface is consistent between the desk mangers and F&I office, offering direct access to credit application processing, rates, menus and more.  

Integrated Service Appointments

For dealerships using BDC’s to schedule service, R&R Integrated Service Appointment allows the dealership attendant to stay within the CRM for appointment setting.  The system offers a visual display of the service drive, service advisor and resource availability from the fixed operations side.

Installation & Support

Pre-Installation Activities

New installations

• The dealer is first placed in a queue for processing. 
  • The timeframe from contract acceptance to go-live varies based on dealership complexity and resources available at the provider
• During the pre-installation dealership and R&R representatives work together to define system specifications
• Distance learning is conducted by R&R to familiarize dealership employees with the system before onsite training begins

Onsite Training

• Onsite training is conducted before the system goes live
  • Number of days and onsite trainers is dependent on dealership size and system complexity

Ongoing Support

• Dealership’s have access to R&R 800 number support line
  • Open 6am – 11pm eastern time

In addition the CRM system features educational support for functionality and process questions through a built-in system users manual. Online self-paced training curriculum is available for new hires as well as continued employee learning after installation is complete.

Company Profile

• Type – Privately Held
• Size – 4,300+ Employees worldwide
• Founded – 1866 (business forms printing company)
  • Serving auto dealers since 1927
• Location – Dayton, OH
• Clients – Provides services for dealers and manufacturers in the U.S.A, Canada and Europe

Additional Information

• CRM product demos and videos available online