We run into the same issue with GM OneSource. GM is now paying $10k per 1/4 if you are averaging under 2hr response time. I check with Responseligix after Jeff Kershner gave me their info, but they are not GM Certified, so isnt going to help. And I founsd on the internet a few companies answering after hour leads, but I wasnt impressed or interested in a company having access to my GM Global Connect login. We use Votenza CRM, also not GM Certified, but a great tool for sales and service and they are working on certification. We are at 8mins with Votenza and under the 2 hour mark with GM.
There is an issue though that hasnt been discussed and you would want to talk with your HR people, if you have a hourly or non-exempt employee answering leads after hours, that is a violation of labor laws because they are not on the clock. You could run into a problem where your person is answering leads all night, they or a spouse get upset that it is inturpting lifestyle and you could have an issue on your hands. And a bonus system doesnt make it legit. Basicly it has to be a manager if your going to issue BlackBerry's for after hour leads. We bought a Netbook, I handle all our leads afterhours, yes it is a pain, but remember it is $40k a year from GM and the faster you answer a lead with good quality the better the chance of a sale. I answer all leads from time we close to time I go to bed, I am not waking up at 3:30 to answer a lead though, so we battel the ones while we are awake as fast as we can to lower our avg response! And it doesnt always work, your driving, eating dinner, out at a party, fishing, etc!
Matt, I wasnt aware of the phone call apt, I will use that to cut a few mins off each lead, although like Alex and yourself I dislike shortcuts and want all leads answered 100% the right way. Here is a question, if you do the phone call apt and it stops the clock, do you still have to answer the lead in OneSource for it ot show as a "lead responded to" or can I answer it in Votenza where I want my lead threads to be handled?
Help, any GM people that can help with why i cannot get to GM Global Connet (VSP Logon) from my BB Tour, when i went to google and pulled up VSP and clicked on the site, it goes blank and will not load.
Thanks,