1	Customer Relationship www.webservinet.com
2	2008 Automobile sales in Japan has plunged 22% in December from a year earlier to the worst level on record for the month when demand fell to a 34-year low (according to the Japan Automobile Dealers Association ) «JD Power has lowered its 2008 forecast for U.S. new-vehicle sales by nearly 5% to the lowest level since 1994. It says declining consumer confidence and spending, along with turbulence in the financial markets, has driven its revised forecast to 14.95 million cars and light trucks from 15.7 million.» « Bob Schnorbus chief economist at JD Power said the auto industry has entered a recession phase. This will lead to major job suppression for US auto makers. » Year 2009 could be worst in the US and Canada since consumers are worried while facing the current financial crisis. Sales decrease in the US for January 2009 GM -46% FORD -14% CHRYSLER -34% A car dealer can react to the current financial crisis for as little as 50¢ a month! Here is how…
3	Dealer revenues (hypothesis) 500 new vehicles sold by a dealer in a year represent 15 000 000 $ revenues for one year 70% revenues from the sales department (10 500 000 $) 30% revenues from the service department (4 500 000 $) For a current service retention at a low 25% (industry average) Since anticipated 2009 revenues will surely decrease, a dealer will need to compose with it’s customer base and increase the service retention. « It is more profitable to put in place retention initiatives for current customers rather than deploy enormous efforts to find new ones ». Let us suppose that we increase retention to 35% ( +10%), then the total service revenues would be 4 950 000 $, an increase in service revenues of 450 000 $ and by consequence, total yearly dealer revenues would be 15 450 000 $ 500 new vehicles sold in a year in four years = 2 000 vehicles in the DB (four year old vehicles are very profitable for a service department, ex: timing belt ) Fees for ServiNet CRM : 50¢ per vehicle per month = 12 000 $ per year Net additional year revenues of 438 000 $
4	Service department revenues A technical advisor must sell an average of 1,5 work hours to each customer visiting the dealer service department . For each dollar spent in work time and equivalent dollar is spent for parts. REVENUES Time : 1,5 * 75 $ an hour = 112,50 $ Parts sold : 112,50 $ Total : 225 $ Salaries: - 18 $ * 1,5 = -27 $ Parts cost : 112,50 $ * 65 % = -73 $ Total expense : 100 $ Gross profit : 225 $ - 100 $ = 125 $
5	How to increase revenues of the service department? First, is your website pro-active? How often your customers take service appointments thru your website? How much does 1,000 service appointments worth? $125,000 of gross profits Why does ServiNet helps in making your website pro-active? Because your customer can book a service appointment very easily. (Your customer only needs to choose the date and time of his appointment and describe what needs to be done on his vehicle because ServiNet knows all it needs to know about your customer and it’s vehicle) ServiNet also allows you to organise promotions for your customers, for example: Give each 1,000 customers that book an appointment to your service department, using your website, an all terrain bicycle worth 500 $. This promotion will be publicized in every communication that ServiNet will send your customers and will surely generate service revenues for $125,000 minus $500.00 for a small decrease in gross profits to 124 500 $ (This is only and example amongst many others)
6	Example of a communication with your customer
7	An Internet access for every one
8	A personalized access for your customer
9	An ecological concern appreciated by your customers
10	Vehicle maintenance schedule History of performed maintenances
11	An easy way to take a service appointment
12	Customer Relation quality Do you know what is your customer satisfaction rating? (for both sales and service departments) How can you know? You need a feedback (from both clients and visitors) and You must be able to measure this rating
13	The sales efforts quality: Need a customer and visitor feedback
14	The service quality: Need a customer feedback
15	The players
16	Quality control for the CRM Manager
17	Quality control for the Manager
18	"« La fine fleur de..." « La fine fleur de la Gestion de la Relation Client, c’est sur le Web qu’elle se déploiera. Il s’agira de créer une relation personnalisée avec les clients dans un environnement fondamentalement impersonnel. » Yvan Barcelo, Les tendances à surveiller, journal Les Affaires, Octobre 2003
19	NEW MARKETING TECHNIQUES Click below to know more about new marketing techniques http://webservinet.com/servinet/Menu/Documentation/HowToMarketingEnglish.mht
20	The personalised Customer Relation A unique customer relation service for performance measuring A unique customer relation service