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GM Internet Lead Response Time - OFFICIAL thread

Discussion in 'CRM, ILM, and Desking Support & Best Practices' started by Alex Snyder, Mar 16, 2010.

  1. Alex Snyder

    Alex Snyder Administrator Staff Member

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  2. ghen

    ghen New Member

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    Currently I'm using Izmocar's ILM program to stop the clock on these leads. I'm doing that because it's free for me for a while ;)

    I have one salesman tasked with responding to GM leads and he answers them on his blackberry. Even with his super-human ability to answer leads at literally all hours of the day, we're still at about a 1:14 average response time.

    As a comparison, our hyundai dealer uses a way more relaxed method of returning calls where the sales manager gets the original lead and hands them out round robin. Hyundai fortunately only counts leads during business hours, so our average there is 40 minutes.

    Hopefully GM takes away the 24 hour clock at some point. The stigma of always needing to be available will make salesmen burn out faster than anything else I can think of.
  3. Matt M

    Matt M New Member

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    New member here...signed up just for this thread! I need to give you guys my sob story and ask for your help. Apparently I'm doing something very wrong.

    I'm the lone internet person for 5 franchises (3 new car and 2 used). Part of my job is to respond to the GM leads and stop the clock. After that point I distribute the leads to the sales manager and he round-robbins them through the department. We WERE using Cobalt LMCC for this and only able to respond to leads during business hours, when I was at work. (for some reason my Mac at home cannot use LMCC tool). Our response time was around 11 hours and only 57% were responded to (according to their system, I have proof that I've responded to 100%). I was told I'd need to answer these 24/7 from my windows mobile smart phone. A quick call to OneSource told me that 1 person at the dealership could respond to email leads from cell phone to stop the clock. We have since quit using Cobalts LMCC and started paying extra for GM's Lead Management Tool. Again, I took this on and have been responding to leads anytime I'm awake or not at my desk via my phone. I was under the assumption that everything was in order and our response time should be down under 5 hours (easily).

    This morning I received a report showing that our average response time was over 15hours and only 97% had been responded to. Assuming a worst case scenario, a lead that comes in at midnight and is not responded by me until 9am is only a 9hr penalty. In order for this figure to be accurate it's saying I'm going days at a time without responding to people. This is NOT the case. I had a 3 day weekend last week and responded to EVERY lead from my cell phone within minutes. I feel the problem may be in the fact that it's not counting any of the leads responded to by phone.

    Just an FYI, my average response time when I'm at work is 3 minutes. Of course that's not what the GM of my dealership sees when this report comes out.

    What am I doing wrong? Will my CRM (autoraptor) be on the "approved" list by GM? I'm not using A.R. to respond to these leads yet...but would like to. Could leads be going into a de-funct Cobalt LMCC that I'm no longer using and be holding us down?

    Is anything glaringly obvious that I need to change?

    Thanks so much.
    Matt M.
  4. Shawn Morse

    Shawn Morse New Member

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    Matt
    I am not 100% sure about the GM lead tool but you should be able to pull a report that shows you when every lead came in by name and when you responded. Match that to the report you are getting from GM make sure they are the same. I think GM sends you an alert that tells you that you got a new lead and also sends you the actual lead in a seprate email. Make sure you are responding to the lead and not the alert. Lastly open up your old LMCC tool and make sure you do not have any new leads in it, if that is the case you need to get the leads pointed into the correct ILM (i would not expect that because if you are getting any leads into the GM tool they should all be coming there). Take a look at this post that Alex wrote a few months ago it covers what could be happening as well.
    Dealership lead routing procedure for CRM and ILM
  5. ghen

    ghen New Member

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    Well first off matt, I hope you're getting paid for that extra hassle.. DAMN that's a ton of work!

    The first report you want to look at is the one that GM uses for your official times.

    Go into globalconnect, to GM Certified Internet Dealer under the Sales workbench (get your PSC to add it if you don't have it) then click the reports tab at the top and look at the Monthly Lead Performance report. This is where GM gives you the official numbers that you are held accountable for in a nice pretty PDF. Unfortunately for me it's friggin january and earlier haha. Hope you can at least see february.


    Next step is to find GM Lead Management also under the Sales workbench. This will have much more detailed reporting. The first report is SFE Digital Performance. This will again, give you an overview but it will give you values based on each quarter.
    The next one to look at is SFE Leads Not Responded to. This one is huge, any lead not responded to will skew everything else. So with this report you can figure out exactly which customers weren't responded to according to GM and you can usually figure out where the problems are.
    If you need more detail on this, the Leads Not Responded to Detail report is harder to use, but definitely gives more detail.

    Finally, look at the Dealership Leads by Source and see if there are any problem areas that need to be addressed.

    Also, call up GM CID support at 888.462.8976 x4 ... make them help you find the right reports!
  6. Matt M

    Matt M New Member

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    Thanks for the input guys. As I mentioned earlier my report this morning showed a 15+ hr response time. Since that time I have had 2-3 leads come in and they were responded to immediatly (I'd estimate about 7 minutes). I pulled the report again to start checking off names and found that our response time is now down BELOW 11hrs. AND our % responded to rate went up from 97% to 98.8%.

    We had issues in January and February where our previous internet manager was the one being tracked. Even though I had 100% response rate under MY name it showed only a 2% responded to because they were tracking his name. Supposedly this issue has been resolved moving forward but I feel that we are still being heavily penalized for all of the leads from the first 2 months. I say that because my report is from Jan1 to Current.

    Does this sound right to you guys? Am I over-thinking the process or am I really THAT slow on responses??
  7. Matt M

    Matt M New Member

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    An update to the situation. I spoke with OneSource this morning after a 5 lead weekend. 4 of the leads were responded to in under 7 minutes. The last lead was 35 minutes on the dot. When I arrived at work this morning and logged into the LMT I noticed all 5 customers were still pending as new. Nothing had been "stopped".

    I quickly send out another template to stop the clock and call OneSource. I was told they are having big problems with smart phones not stopping the clock. I informed them that the sole reason we're paying extra for their service is to be able to do that. I pulled up the Outlook "sent" folder on my cell phone and was able to go through about a months worth of GM leads to prove my quick response time. I was told I'd be credited for the ones I could prove on the phone but other than that they would escilate my call to "level 3" and someone would be in touch.

    This helps a VERY little bit but does nothing for the first 2 months where they were crediting the OLD internet manager instead of me even though I was doing everything properly.

    March 25th ends the 1st quarter and I highly doubt we're going to be bonused in the amount we should due to errors on GM's part and their faulty system.

    If their system isn't going to accurately track these instant responses then we'd be better off not even trying to use their system and just jump feet first into a single CRM solution instead of the 3 I'm currently using.
  8. ghen

    ghen New Member

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    That is extremely disappointing Matt, I hate to hear when the vendors own solution just doesn't work compared to 3rd parties. I wholeheartedly recommend jumping ship but definitely do your research first! A single solution for lead management makes things so much more simple.

    Get lists of approved/verified CRM's from your different brands and start there :)
  9. Matt M

    Matt M New Member

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    I've been very happy with AutoRaptor so far and according to them they are an authorized GM SFE service provider. I don't know how long that will hold true but with GM making rules they can change them at any time without any warning and there is precious little we can do about it.

    I feel partially vindicated in that I'm able to prove to my superiors that the blame doesn't rest on my shoulders (at least not solely) and that I am not a moron who can't operate email properly!
  10. JCollins

    JCollins New Member

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    Unfortuneatley Matt in OneSource you need to move your lead out of the "Pending" status in order for it to stop the clock in GM's eyes. The great thing about doing business in today's digtal space is that you have more options than ever before. I would recommend that you explore these options and place yourself in a position where you are working smart vs. hard. And make sure that whichever vendor you decide to go with is certified through GM. My response time year to date is 23min with a low of 17min in Jan. FYI I am a iMagic user. Good Luck Matt!
  11. mikeelmore

    mikeelmore New Member

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    I use the GM Lead Tool to receive the leads and stop their clock. Then I'll cut & paste in the information within our lovely Cobalt Prospector CRM to actually work the lead. I'm down to 21 minutes(because it averages 9 minutes for the tool to notify me, yes I know, it's lame) with 100% answered, and yes, most definitely, I'll sleep with my BB storm to stop the clock. It's cumbersome, extra work to do, but then again, it's hard to trust a 3rd party vendor where GM is invloved, because they go out of their way to ensure their leads, are the best around :(

    Truth be told, I'm thinking Ford has a better idea on this issue, but I'm a Chevy guy, and it kills me to say that :bkheart:
  12. Matt M

    Matt M New Member

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    JCollins,

    We were previously using Cobalt's LMCC (which, in my opinion, is garbage) and we switched to GM's own Lead Management Tool. We are following their own instructions exactly and it is still not "stopping the clock". I know there are great vendors for this type of action but shouldn't GM's own personal tool handle GM's leads properly??

    Below is the EXACT manner in which a lead comes to me (and my cell phone):

    "You have received a new lead in GM Lead Management Tool. For your convenience, you can respond to the lead directly just by replying to this email. Lead Management Tool will forward your response to the customer, as well as store your response in your Lead Management Tool mailbox. "

    The sales rep we signed up with on the phone also ensured us that this process would be the only way we could stop the clock if we couldn't get to a pc.

    I've spoken to OneSource again this morning and was informed, yet again, this is a known issue and their escalation team will be in contact shortly. My regional rep is in the area today and requested that OneSource send me an email stating that this was a known issue and that they are working on it and will be crediting us for the lateness of leads. That was 4 hours ago and I've not received that e-mail.

    I don't want to sound negative but I'm almost envious of the dealers who have had their GM brands closed on them. I could sell so many more cars if I didn't spend my days putting out GM fires and begging for the scraps from their table. GM's coattails aren't what they used to be.
  13. Matt M

    Matt M New Member

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    Please tell me how you're able to stop the clock without being in front of your computer. I'm wondering if there were any special set-up instructions you had to do to make it work or if you (like me) just reply to the "do not reply" email to stop the clock.

    If you reply to the email that comes in to your phone there there is a problem on GM's end as I'm on top of things when it comes to that.
  14. DrewAment

    DrewAment Active Member

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    OK...been sitting on the sidelines for a few on this, didn't want to rock any boats. WOW, I think GM really messed this one up. Esp since it affects something the dealers/salespeople want more of - Money. So, gonna tell you what I would do if I were in a GM store. <smile>

    Think about why you are able to answer those leads and stop the clock with your "BlackBerry" - Terms may be a little different, but for those of you that dont know....most CRM's put a tag in the email "alert" that when you respond to it, it is actually sending the response to the CRM - matches it to the customer based on this tag - and sends the email to the customer - then marks a completed "task" in the CRM. This tag is usually a custom reply address, or a text string in the alert (this is why you have to include the "original" message to reply).

    So - have the alerts sent to an email address you create, write a script/program that checks this email account and sends a reply that is delayed by 30 mins. Whalla - a 30 min response time on all your leads.

    You could probably even do a poor-mans version and use an email account with POP access, and use an email program that "checks" the POP account every 30 mins. Leave the program and computer on all day. Your average would be 30 mins...so all would be ok.

    I am sure this has some of your wheels a turning! Enjoy!


    --Drew
  15. DrewAment

    DrewAment Active Member

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    You guys also know that if you are "border-line" for the next tier/time/bonus...just go to your Cobalt endorsed website (yes, the one we all hate)...submit a few leads - respond to them "fast"...Whalla...you have moved the needle!

    Just don't do to many, and not from your dealerships IP.
  16. ghen

    ghen New Member

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    Better yet, do it from your competitors free wifi... It'll look like they're trying to sabotage but you succeed anyway!
  17. Chevy4u

    Chevy4u New Member

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    I use the GM Lead Management tool and I use my Iphone to answer after hour leads. Sunday night I had a lead come into the tool at 12:30 am and I was never notified of the lead via email. I received leads before and after but did not receive this one. I called Monday morning and the GM Customer Support person told me from his experience the customer must have been an orphan client that had not been reassigned. He said he could not verify why I did not get a notification. Has anyone had any leads come in without email notifications? Thanks
  18. DrewAment

    DrewAment Active Member

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    FYI....just heard a rumor that GM will be changing the lead response time component of SFE today or tomorrow. From my understanding.. the 24 million dollar budget they set aside for it took a huge hit the first quarter.

    So, they are changing the lead response percentage from 95% to 99% on total responded within XX hours. The time is also be changed to something lower than the original 5 hours. With an average response of from 2hrs to 1 hr. (still not yet finalized)

    Just a heads up for all leads that come in midnight tonight or after.
  19. ghen

    ghen New Member

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    I heard the 1 hour requirement which is absolutely insane unless you pay someone to work the graveyard shift answering leads. 99% under 5 hours is doable, but still very flaky
  20. Marc McGurren

    Marc McGurren New Member

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    Not a rumor. It's official. 99.1% responded to in less than an hour to get the full $10,000.

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