Which CRM are you using?

[Alex Snyder]

Just taking a tally to see which CRM platforms are the most used amongst the people on DealerRefresh. Yes, I know a lot of CRM and ILM solutions are missing from that list. If the other category is leaps and bounds ahead of the other categories I'll expand the poll options.

We're on the full iMagicLab platform: CRM, Inventory, Penciling, and we are looking to add more as they bring more elements online.

[kevinfrye]

We are using Higher Gear and eLead, however, after using iMagic, they are the far superior platform.

[mattwatson81]

Hey don't forget to add VinSolutions ILM/CRM to the list!

[mattwatson81]

Just taking a tally to see which CRM platforms are the most used amongst the people on DealerRefresh. Yes, I know a lot of CRM and ILM solutions are missing from that list. If the other category is leaps and bounds ahead of the other categories I'll expand the poll options.

We're on the full iMagicLab platform: CRM, Inventory, Penciling, and we are looking to add more as they bring more elements online.

How is their penciling module? Did they ever implement the 5square desking module?

[andwrig]

We switched back to Reynolds Contact Management after a brief stint with another CRM. While I know Reynolds is one of the more complicated CRM systems on the market, the depth of features it offers for a CRM system are great. In particular, the survey portion of the system is vital to our follow up operation and it allows us to track and respond to problems quickly and efficiently. The system is fully capable of tracking showroom traffic including fresh ups and be backs and tracking internet leads and phone ups is good. I think integration with the DMS is overrated in many respects but its goes a long way for us here in helping manage the creation of duplicate names because we use the CRM created customer number (because its the same in the DMS) when loading a deal in F&I to prevent the creation of duplicates. We are not using a desking tool, although I like DealerTracks desking tool. The level of integration wasn't quite there yet so we are holding off on implementation.

CM does need a better inventory management solution. I'm still struggling in that department and haven't quite found the right solution for our store yet. I'm using eCarList right now and its pretty good. One big thing that I wish someone would introduce (I told Dale Pollak he should do this) is come out with a solution that effectively helps dealers manage the Used Car reconditioning process. I want my cars on the lot with picture is 72 hours. That is an ambitious goal that is often difficult to achieve. However, if i had a software solution that my UC manager, my service manager, my recon manager and my picture guy could all access to see where a car is in the process it would be huge. I would use the system to hold people accountable and even pay them a bonus based on average time it takes a car to go through the process. That is hard to manage right now by just using status code in R&R. Any suggestions?

[Alex Snyder]

How is their penciling module? Did they ever implement the 5square desking module?

It isn't 100%. The GUI is awesome, the flow is great, but we only have three significant issues with it currently:

1. There is no easy way to do a $0 down lease
2. Cannot work multiple balloon payments
3. It is extremely CPU/RAM intensive and our salesmanagers' machines are struggling with it

Other than those three things, it rocks! And they're working on those items. When we first launched, the list was much....much longer.

[andwrig]

Kevin

Do you like eLeads?

[Jeff Kershner]

Kevin

Do you like eLeads?

I second that question Kevin. When I was at MBH, I was one of the first dealers on their eLead Evolution CRM. It was one of the better options (in my opinion) that Mercedes dealers were allowed to choose from and after dealing with High Gear and that crazy excuse for a CRM, anything would have been a better choice (well maybe).

I actually had a decent experience with eLead. Tech support was average to good (and that's saying a lot), I was able to build a relationship with a few key support reps over there and most of the time they had my issues taken care of in a timely manor.

My favorite part of eLead was the integrated desking tool. As with many dealers, the Sales Managers and GM's shy away from using the CRM but when you have a desking tool integrated into the CRM, sales/desking managers are forced to use it if you have a process for desking each deal. The desking dashboard had all of the day appointments and showroom traffic in one spot. Pushing a deal to the DMS was never consistent though.

I wouldn't even consider a CRM that didn't have a strong desking tool. That really narrows down your options!

[mattwatson81]

I As with many dealers, the Sales Managers and GM's shy away from using the CRM but when you have a desking tool integrated into the CRM, sales/desking managers are forced to use it if you have a process for desking each deal. The desking dashboard had all of the day appointments and showroom traffic in one spot. Pushing a deal to the DMS was never consistent though.

We have definitely found out over time that you are absolutely right about this. Most CRM functions revolve around the salespeople and the tasks they have to do. However, it is hard to get them to use it when the managers don't use it and then don't enforce the salespeople to use it. So a strong desking system can really make a huge difference in getting managers to use the system.

Desking is very complicated and we are now on our 3rd version of our desking tool. It is probably the most difficult part of the software to create. Our new Silverlight version is really fast and has some wicked features.

Forcing the fact that all deal forms have to be printed from the CRM really helps with adoption of the system as well.

[brad]

We use a combo here of Dealerups.com and WebControl. The WebControl is required by our franchise Mitsubishi. Not too sure I like dealerups.com seems a little generic. Does anyone else use Dealerups that might have some helpful insight and suggestions to getting the most out of it?