Improving Auto Dealership Operations

The Right Choice for Call Recording

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Improving Auto Improving Auto Dealership OperationsDealership OperationsTracer Quality Assurance and Marketing ROI Solution



Automotive Market Automotive Market OverviewOverview Over 20,000 auto

dealerships nationwide

US new vehicle sales in 2007 were 16.1 million units*

*(Source: Autodata Corporation)

The national average of a customer’s lifetime revenue value is $175,000 (sales, service, referrals, etc.)

Advertising expenses for the average dealership in 2005 were over $350,000 *

*Source: NADA Data

$364,619

Is it money

well spent?



The Business ChallengeThe Business ChallengeAdvertising/marketing ROI relies on

insight to campaign effectivenessSales team call performance requires

ongoing evaluation to avoid critical and costly customer service mistakes

Customer Satisfaction Index (CSI) scores used by manufacturers to determine inventory allocation, dealer incentives, discount level, etc.



The Tracer SolutionThe Tracer SolutionComprehensive marketing campaign

reporting and interaction management platform

Generate reports on every call (inbound/outbound, local, long distance, toll-free)

Built-in, customizable reporting features pinpoint where calls originated and from which campaign

Easy access to call recordings for evaluation, training and dispute resolution



Key Tracer FeaturesKey Tracer FeaturesIntegrated live call monitoring with pause,

rewind, fast forward and IM◦Perfect for quality assurance, real-time

coaching and personnel developmentDesktop video recording

◦ Integrated video replay to audit PC use during calls

Employee evaluations and quality reporting◦Proactively develop personnel and control

quality



Key Tracer FeaturesKey Tracer Features

Desktop Video Playback

Evals & Reporting

Live Call Monitor



Marketing BenefitsMarketing Benefits Capture detailed

caller contact information to enable more targeted campaigns

Gain insight into which campaigns are working and allocate marketing resources more effectively

Drill down further to actually hear calls and gauge consumer response



Customer Satisfaction Customer Satisfaction BenefitsBenefits Improve sales team

performance through call evaluation and coaching◦ Real-time notification

of abandoned calls◦ Live monitoring

enables immediate performance improvement

Eliminate phone abuse and enhance employee productivity

Resolve service department disputes and preserve dealership credibility



Competitive OfferingsCompetitive OfferingsWho’s Calling

◦Hosted service offering (application is “in the cloud”), dealer pays a monthly service fee

◦Dealer gets the use of 800 numbers◦ANI/DNIS powered caller information◦Call recordings retained for last 30

days◦Average cost range of $1,000 - 3,000

month, may also include a T-1 span line



Competitive OfferingsCompetitive Offerings800 Response

◦Offers vanity 800 numbers, no local number presence

◦Dealer does not own the number◦Numbers are area-specific

(competitors can use the same number in other locations)

◦Limited call tracking reports



The Tracer AdvantageThe Tracer AdvantageCaptures data on every call

(inbound/outbound, local, long distance, toll-free), every lead is accounted for

Eliminate unexpected cost increases with flexible purchasing options

Maintains a local area presence, versus impersonal 800 number approach

Call data stored securely “in-house”, not remotely alongside competitor’s data

No time constraints for data storage, keep recordings as long as desired

Unrivaled customer service and support network



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Improving Auto Dealership Operations

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