A Resource Portal for Automotive Dealers, Industry Vendors and Advertising Agencies

AdAgencyOnline.Net Reviews Car-Research — XRM, Exceeding CRM — For Automotive Advertising Agencies

Philip Zelinger, the President of Ad Agency Online, L.L.C. and host of the automotive advertising resource/networking portal — AdAgencyOnline.Net — announced that he will be reviewing a new CRM platform solution being introduced by Car-Research in a special airing of his blog talk radio show “Automotive Advertising Experts.”    Automotive Advertising Experts is featured on the blog talk radio station — WAAOL, All Automotive Advertising News All The Time — hosted on AdAgencyOnline.Net.  The show normally airs Friday from 12:00 Noon EST to 12:30 PM EST but Mr. Zelinger scheduled a special show for this Thursday, April 29th, 2010 in the same time slot to allow his online audience of automotive advertising decision makers to get a preview of this new application being marketed as Car’s XRM, Exceeding CRM.

Automotive Advertising Experts invites automotive advertising insiders to review their cutting edge applications in live interviews with Philip Zelinger to discuss their visions for the automotive advertising industry in a problem/solution format.  Philip will be interviewing Kurt Kubicki, VP Marketing for Car-Research XRM, during the half hour show.  Mr. Kubicki provided Mr. Zelinger information on their new CRM platform in advance of his interview to allow the affiliated automotive advertising agencies of Ad Agency Online time to prepare questions about their new automotive advertising solution that promises to provide efficiencies and integrated solutions not previously available.

Mr. Zelinger commented on why he bumped the regularly scheduled “Lunch With Ralph Discussing Automotive Advertising” that normally occupies the mid-day Thursday time slot.  “My role in my national organization of independent affiliated automotive advertising agencies includes key vendor selection and negotiations.  My goal is to provide efficiencies and integrated selling processes in sales and fixed operations using new technologies and cutting edge automotive advertising applications.  I support AdAgencyOnline.Net and WAAOL as a way to find and review applications from vendors that may not yet have reached the main stream auto industry.  Finding new solutions to sell more cars for less requires the use of new technologies and applications that can blur the line between the real world of brick and mortar facilities and the growing Internet based virtual auto dealerships of today, and especially tomorrow.”

Mr. Zelinger continued to explain how he learned about Car’s XRM platform and why he decided to review it. “I always prioritize people over product and price so when an old friend, Jay Mattingly, approached me to review his employer’s new comprehensive CRM application I bumped the schedule to learn more about it so I could share it with my affiliated automotive advertising agencies and our auto dealer/vendor clients.  Linking leads from multiple sources with an auto dealer’s DMS is the bridge between our automotive advertising agencies online marketing efforts and sales processes on the showroom floor and service lane.  Based on my preliminary review of Car’s XRM application it consists of a more robust set of integrated solutions than is currently being offered by other vendors with competing products.  Also, I had the opportunity to visit the Car-Research exhibit at the recent 8th Digital Dealer Conference for a preview of their XRM and I was intrigued by the possibility that it could present a shared solution with another preferred automotive advertising vendor client of Ad Agency Online – ronsmap — that was exhibiting just a few booths down from theirs.  I live to leverage and linking non-competing automotive advertising applications into a more comprehensive integrated platform solution has proven to be an excellent way to create efficiencies in our auto dealers’ selling processes in both the real and the virtual world to maximize their R.O.I. on every advertising dollar.  ronsmap is a consumer centric inventory marketing platform that provides enhanced leads with market and consumer intelligence that would benefit from a more efficient CRM to process the leads faster at the dealership.  Similarly, I foresee that XRM could value these Intelli-Leads as an enhancement to their own platform solutions.  We will see; after all, what are friends for!”

About Cars’ XRM, Exceeding CRM

According to Kurt Kubicki, “CAR’s ground-breaking XRM platform opens a new ‘Door to the Future’ in dealership CRM process, communication, and database marketing, exceeding the boundaries of traditional CRM. As an application-based intuitive follow-up, lead generation, lead management, and marketing system, XRM uses Real-Time integration to deliver its message.”

For the past 16 years, the CAR-Research has been focused on developing the Gold Standard in dealership CRM Systems. Now available to dealers in the US, Puerto Rico, and Canada as ‘XRM, Exceeding CRM’ this new product suite consists of five key elements:

Key Elements of XRM

* Real-Time Integration Network (RTi)tm

* Intuitive (Pro-Active) Software Applications

* xLM: Internet Lead Mgt, BDC, Social CRM, and Web Solutions

* Integrated Telephony Solutions

* CAR’s 16 Years of Retail Automotive experience

RTi Network

By unlocking the ‘DMS vault’ and holding the DMS door open with Real-Time bi-directional data feeds, CAR programmers have developed the ‘RTi Network’. This network opens a new door in dealership communication, by allowing XRM to stream data, Key Indicator Alerts, Management Updates, and vital customer information back and forth from the DMS to various sources inside and outside the dealership including:

* Key dealership personnel and management

*  Dealership Sold and Service database customers

* Dealership iCRM (Invisible Customers) and Social CRM databases

* 3rd Party Vendors, suppliers, and OEMs

This information stream and connectivity within the dealership, (and to the outside world of vendors and applications), is vital for success in today’s hyper-competitive marketplace. Instant access to strategic information allows for time sensitive solutions to be implemented and executed by dealership personnel.

XRM can deliver this information on-demand, or on an automated schedule, to both fixed and mobile Smart Devices, hand-held Tablets, Notepads, Laptops, and Desktop computers through the RTi Network.

XRM is truly where form meets function, and where technology has created a better solution. Saving time, cutting expense, eliminating vendors, using real-time information, and creating more revenue is what defines XRM.

Intuitive Software Applications

Just as the old ‘Brick’ Cell Phone evolved to become the iPhone of today, XRM’s new software platform has evolved as a powerful set of intuitive App’s running on XRM’s RTi Network.

This new benchmark of Icon based single-click-software applications have been developed for all dealership departments: BDC, Internet, Sales, Service, and F&I, in an easy to use, yet highly intuitive format, with laser like delivery to specific targets.

The latest XRM application is ServiceVision. As part of the Invisible Customer Relationship (iCRM) platform, ServiceVision monitors the service drive (in real-time) for all sales opportunities that fall within any dealer selected criteria (Example: 3 years old, Model Specific, 50,000+ miles, CP RO amount over $500).

ServiceVision then places that customer on the Showroom Control screen as a HOT Lead (High-Opportunity-Trade) that has just entered the dealership. This critical information then passes through the RTi Network, and automatically sends a text alert to the salesperson of record, and the desk manager on duty.

It can also text-alert the GM if there is no follow-up entry to the customer record indicating that this ‘lead’ was handled, driving process and accountability to the highest level. This pro-active intuitive software is the driving force behind XRM, and will be the industry standard in the years to come.

The ability to customize and shape the software platform to fit individual dealership and dealer group requirements is a huge win for CAR clients such as Group 1, Napleton, Brumos, and the Allen Samuels organization.

Enterprise reporting is also a specialty of the XRM platform, with highly developed (customizable) Inventory management and Sales process accountability reports available by region, platform, or individual dealerships.

Without process and accountability as the underlying strategy, any tool is limited in its ability to create results. CAR’s World Class Live-Agent Research Call Center has re-defined how car dealers measure process and track accountability.

Research data is taken verbatim from customer comments and opinions by our live-agent researchers, and processed through the XRM system.

The data is then delivered to dealers with measurement and tracking metrics automatically calculated and structured, into easy to read and access comparison reports by team, manager, salesperson, or service advisor. 

Showroom process and Ad Source tracking is pushed into customer history and dealer Pulse Reports, significantly driving be-back rates, unit sales, CSI, and gross profit.

Information is vital in today’s instant communication world, and the truth-serum like information that CAR’s Research team gets from customers is invaluable, and a foundation of the XRM Process and Accountability platform.

xLM, exceeding ILM: Internet Lead Mgr, BDC, Social CRM, and Web Solutions

Along with the explosion of the internet, came the transformation of the Internet Department. What used to be a one-man operation has emerged to become a significant force in the marketing solution for many dealers and OEM’s, often merging with the BDC.

As this transformation has unfolded, the traditional role of the ILM has expanded to accommodate the incredible increase in volume, products, services, and capabilities required of it as a strategic lead management tool.

Integration points with the BDC, numerous lead providers, OEM sites, Social Media, and a never ending parade of new products being developed for Internet Departments, has created the need for an interactive-dynamic multi-tasking solution: xLM, exceeding ILM.

xLM was developed to harness the expanding power of the Internet. As an interactive and dynamic lead generation and management tool, xLM offers significant enhancements to the capabilities of the typical ILM, interfacing with customers, OEMs, and outside vendors with:

* Integrated intelligent Websites

* Interactive Internet Lead Management (ILM)

* BargainButton: Online offer and negotiation system

* Mobile Lead Management

* SmartResponse: Intelligent content rich auto responses

* Social CRM integration tools and monitoring

* Opened Email Campaign Alerts

* WebTrak: Instant call response

Integrated Telephony Solutions

Through an integrated telephony solution, XRM has the ability to track and record the heartbeat of dealership operations, phone traffic.

It is still the main line of communication customers have with the dealer, and providing accountability in this critical area is vital to insure that all opportunities are handled properly.

CAR’s telephony solutions include:

* CTi (Computerized Telephony Integration) for tracking inbound and outbound calls

* CallTrak: 800 and Local Tracking lines for ad sourcing and recording of calls

* CellTrak: Automated recording of inbound and outbound cell traffic of dealer staff

* WebTrak: Automated instant call bridge from Sales staff to an Internet Lead

* DealerDialer: Links an auto-dialer to Daily Work plans, and records the call

* Voice to Text: Automated text entry of call ‘VoiceNotes’ to XRM customer history

CAR-Research XRM Retail Automotive Experience

Software and technology promise great advantages in today’s environment. But the missing link in most CRM-related platforms is the intangible bridge from the software to the showroom, and on to the service drive.

CAR’s XRM Platform has been in development for the past 16 years. Prior to entering the CRM industry, the founders of CAR-Research had spent years managing dealerships in Texas and California, and traveled the country working in the Income Development field, helping dealers develop process and accountability strategies to drive revenue and gross profit.

Their XRM Platform is based on a P&A (Process and Accountability) driven strategy, developed from those early years in the retail business. From Unsold Research to Skate Alerts, and ILM Escalation to SmartResponse, XRM drives accountability at the highest level.

Their Account Management team appears to be rich with retail experience as well, having previously worked as GM’s, Sales, BDC, Internet, and Service Directors.

Mr. Kubicki exclaimed, “With CAR on your team, you can be assured that you will have the finest and most highly trained consultants in your dealership every month to take you through the crawl, walk, run, and flying stages of CRM, to where our dealers now reside: XRM, exceeding CRM.”

About Kurt Kubicki

Mr. Kubicki was born in Detroit, MI.  He graduated from Oakland University, Rochester Michigan with a BA in Political Science.  He began his career at General Motors in Detroit, MI, serving 8 years in the field Sales Dept with Pontiac Motor Division as the District Sales Mgr/Zone Business Manager.  He left General Motors to join RS&A Advertising in Bloomfield Hills, MI as their Marketing Director-Automotive for 2 years followed by 6 years with Isuzu Motors in vehicle distribution, 5 years with ADP Dealer Services Division as Major Account Executive in Houston, 6 years in CRM as Regional Director with RPM (Autobytel) and TeleTech (Newgen) and finally earned his Current position as VP Marketing with CAR-Research in Houston.

About Philip Zelinger

Philip Zelinger is the President of Ad Agency Online, L.L.C. and the founder of  AdAgencyOnline.Net.  He invested 25 years as a General Manager and Dealer Principal followed by his last ten years in the automotive advertising industry learning from the teams that he built so he can now presume to teach on forums like AdAgencyOnline.Net.  His role as a “Dealer Coach” is enhanced by his hosting a nationally recognized auto industry social networking portal and blog talk radio station – WAAOL, All Automotive Advertising News All The Time.  As the author of two books on the auto industry, including “How To Sell A Car – a Career Guide to The Automobile Industry,” he is a recognized authority on market trends and developing technologies with the responsibility of selecting key vendors and applications for his dealer clients as well as forming strategic partnerships for his vendor clients to leverage their shared resources to help them bring their products and services to market.

About AdAgencyOnline.Net and Ad Agency Online, L.L.C.

AdAgencyOnline.Net reviews automotive advertising vendors and new technologies on several blog talk radio shows in addition to the Lunch With Phil Discussing Automotive Advertising.  Other shows include “Lunch With Ralph Discussing Automotive Advertising” and “Automotive Advertising Experts.”  The shows attract automotive advertising agencies, auto dealers, auto industry vendors and O.E.M. representatives that listen to WAAOL to find vendors, applications and technologies to maximize the R.O.I. for their automotive advertising dollars.

AAOL is a national network of independent affiliated automotive advertising agencies linked by an online communication / distribution system developed by Philip Zelinger.  The proprietary operating system that powers AAOL was designed to reduce fixed and semi-variable expenses for full service automotive advertising agencies.  The developing technologies that enhanced the performance of the independent automotive advertising agencies linked by AAOL has served as the role model for the solutions suggested on AdAgencyOnline.Net and represented by AAOL to their affiliated automotive advertising agencies when serving their auto dealer clients.

Ad Agency Online L.L.C is focused on discovering and representing new automotive advertising vendors not yet recognized by the mainstream automotive advertising industry. Some of the automotive advertising vendors represented by AAOL include ronsmap, SiSTeR Technologies Video CarLot, TeleTextSolutions, DealerMouth, GetAutoAppraise.com, Argistics – AutoTransaXion, DealMaker.Com, CityTwist.Com, Bulldog Marketing Technologies, Kihon Media, CarFolks.Com, Ai Dealer and Laser Stream Video; with more being added weekly.

For more information on Philip Zelinger, Ad Agency Online, L.L.C., Car-Research XRM or any of the vendors on AdAgencyOnline.Net contact Philip at http://AdAgencyOnline.Net.  Automotive advertising vendors, automotive advertising agencies and auto dealers that would like to be considered as a “preferred automotive advertising vendor” on AdAgencyOnline.Net and/or to hire/join Ad Agency Online, L.L.C. to represent them can contact Philip Zelinger at pzads@bellsouth.net, or call him at 888-796-2228.  To quote Philip Zelinger, “Help is only a click away!  After all, what are friends for!”  ###

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