Customer Relationship Management (CRM)

New letter generating software – The existing CRM letter generating software has been replaced with a new version that is easier to set up and maintain and uses all of the functionality of Microsoft Word 2003® mail merge features.  This version uses a Windows program to select the data source and print the letters using Microsoft Word®.  Microsoft Office 2003® must be installed on the PC that will print letters.

Prospect Summary Report – A new management report has been added to provide a quick summary on paper of the active prospects for each salesperson.  The information is sorted by salesperson with the most recent prospects at the top of each salesperson’s list.  It also includes prospect name, source, the vehicle they are interested in and its stock number, their trade information, whether they received a demo, their next appointment date, and next contact date, along with any notes made when the prospect was registered.  To print this report, take option 24=Reports from the Customer Relationship Management menu and take option 1=Select by Prospect Summary Report. 

Daily Work Plan Report – A new report has been added to print the daily work plan for salespersons.  The report includes a list of all of their prospects and customers for which a follow up activity is waiting in the salespersons Daily Work Plan.

The Daily Work Plan Report has the following features:

1. It prints in the format of the Salesperson Call Sheet. 
2. Key in a date in the future to include upcoming follow up activities on the report.
3. You can select which salesperson or BDC rep you want to print for, print for a selected list of salespersons, or all salespersons.
4. There is an option to print the customer history on the report.  Use this to print previous contact history.
5. All of the current contact activities that need to be completed are listed on the report.
6. The report includes customers that are not active prospects but still need follow up activities completed.

Missed showroom appointment follow up activity – The missed showroom appointment event in the Contact Activity Scheduler is available.  When the follow up activity is defined for a missed showroom appointment, the system creates the follow up activity when a prospect is flagged as a no-show in Showroom Management.

To activate this event, take option 50=Application Environment from the Customer Relationship Management menu and take option 1=Select by Contact Activity Schedule.  Take option 2=Change by Missed Showroom Appointment, set Active = Y, and use function F6=Add to define the follow up activity.

Vehicle description maintenance – A new tool has been added to the Customer Relationship Management application that lets you clean up vehicle descriptions.  This program displays all of the make, model, and body descriptions for all of the vehicles in your database along with a count of how many there are of each kind. 

For example, you may find that you have 25 Acura Integra 4-DR vehicles and 3 Acura Integra 4D.  You can select the Acura Integra 4D line, change the body description to 4DR and when you press [ENTER], all 3 vehicles will be updated to match the other 25.

To use this feature, take the following steps:

• Take option 20=Data Tools from the Customer Relationship Management menu and take option 1=Select by Vehicle Description Maintenance.
• Position to the make of the vehicle you want to review.
• Take option 1=Select by a group of descriptions you want to modify and press [ENTER] to display the make, model, and body information.
• Make the desired changes and press [ENTER] to save.

Changes to the Match/Merge Names program – The Match/Merge Names program that is used to clean up duplicate records has been added to option 20=Data Tools on the Customer Relationship Management menu.  The following additional changes have been incorporated into the application:

• The five ways of searching for duplicates have been placed in different menu options.  You can search for duplicates by:
• Name
• Home Phone
• Business Phone
• Street Address
• Street Address & Zip Code
• A Position To function was added at the top of the Match/Merge screen to let you pick up where you left off the last time you were working on duplicates.
• You now use option R=Replace Field to copy information from the duplicate record to the master.

As always, function F8=Replace copies all of the history from the duplicate customer record over to the master and deletes the duplicate.

Add mail merge field for customer steward. – A new field has been added to the mail merge field index for customer steward.  The field name is {CZSTEWARD}.  This means you can print the salesperson and/or the customer steward on your follow up letters.

Option to print follow-up activities on the salesperson call sheet – An option has been added to the selection screen when printing the Salesperson Call Sheet to print the follow-up activities with the prospect information.  To print the activities on the call sheet, take option 24=Reports from the Customer Relationship Management menu and take option 1=Select by Salesperson Call Sheet.  Set Include Activities = Y.

New call sheets for appointments in Daily Work Plan Analysis – A new call sheet report has been added to the Daily Work Plan Analysis for Appointments and Missed Appointments.  This report makes it easy to follow up on prospect appointments and missed appointments.  To print these reports, take the following steps:

1. Take option 11=Daily Work Plan Analysis from the Customer Relationship Management menu.
2. Take option 1 – 4 to drill down on the Appointments line or the Appointments Missed line for a selected column.
3. Use function F18=Print Call Sheet to print the regular Salesperson Call Sheet, but only for the prospects on the appointment list.