Separate names with a comma.
Discussion in 'Automotive Products not listed here' started by epainter, Nov 20, 2009.
Anyone using this tool?
I've considered looking at them before. I used their "contact us" form and no one ever got back to me. I guess they don't have the "Responselogix" system and process plugged into their own setup.
Then when I was at a Dealer Advisory Board for AutoTrader I ran into one of the co-owners; Adam Simms. From the conversation, I gathered they were really only currently targeting and working with Toyota and/or Honda dealers. Which would make sense, I believe Adam is also the President and General Manager, Sunnyvale Toyota.
Sooo..one would assume that Sunnyvale Toyota would be on Responselogix.
No doubt you would have to build your process around the Responselogix process (sending a price quote to each lead as your first response). Their product seemed to be built for scalability and not customization because as soon as I asked him about the flexibility of tweaking the process a little, he quickly told me that it's possible Responselogix would not be a good fit for my dealers and he had nothing more to say to me. But hey..relationships never sell anyways.
ResponseLogix, Inc. provides software and Internet services to automotive dealers. It specializes in the development of Internet lead management, relationship development, and marketing software solutions. The company offers SmartQuote that provides buyers information on various vehicles in the inventory; SmartFollow, which follows up e-mails from salespeople to find out where the customer is in the buying cycle; and SmartFacts that delivers analytics to help optimize the performance of the sales force. ResponseLogix, Inc. was founded in 2007 and is based in Sunnyvale, California.
All of our dealerships uses this product- I'm currently not a fan nor am I sold on it. Especially when you can set up certain ILM/CRM's to provide the same email to the customer, yet the quotes be on the actual inventory at the dealership that got the lead.
They have just "released" the VIN specific quoting on used inventory, however they do not have VIN specific on new vehicles.
My major pet peeve right now is that when a customer is on a new vehicle- and let's say they have submitted a form off your dealership website on a specific new vehicle- the quote that they receive is not necessarily on that vehicle.
Also, they may be inquiring on a blue vehicle- the quote could be on a black vehicle....not in your inventory currently.
Here's a real life dealership example:
We had a new 2010 Shelby GT on our lot, our GM tested the product- and got three quotes on three new 2009 Mustangs- one as far away as 300 miles. He was very irate, and has gotten the "we are in the process of fixing that".
Now, dealer trading in the Ford arena can be quite costly to a dealership, and is not a daily or preferred practice. So, I believe that yes, Responselogix may be a great tool for the import dealers, however the domestic dealers are given the short end of the stick due to the way their program is written.
Hopefully they do as well other vendors and pay attention to what their customers are saying and expedite a product that matches what their customers' needs are.
Similar vehicles is a great long term follow up tool as well. Someone inquires on a used vehicle and of course a couple weeks go by and that vehicle is gone. So the system can keep sending similar vehicles to the one they originally inquired upon and then mix of those vehicles keeps changing as your inventory changes. I would highly recommend using similar vehicles in your internet lead follow up process. It is great for giving the customer more reasons to contact you and visit the dealership.
VIN specific quoting can be limiting. Remember, this is the very beginning of the conversation with the customer. At this stage, what's most important is to show alternatives that open the customer's mind to the diversity of choices you can present them. The next step is the phone call, where you have the opportunity to channel the customer's preferences further.
Under certain circumstances it can make sense to present a VIN specific response. ResponseLogix will release VIN specific quoting on new vehicles next year.
Tim Weaver, ResponseLogix VP of Product & Business Development
I didn't mention the auto manufacturers that we support in my last post. ResponseLogix not only supports Toyota and Honda, we also serve Ford/Lincoln/Mercury, Chrysler/Jeep/Dodge, Hyundai, Lexus, Audi and Acura dealers.
Tim Weaver, ResponseLogix VP Product & Business Development
It seems like Response Logic attempts to do what we should be training our internet sales staff to do. If we want our sales staff to send out prices on the first email, shouldn’t we train them to do so? If we want our sales staff to send out alternative options, shouldn’t we train them to do so? If we want our sales staff to follow up, shouldn’t we setup our CRM properly and train them to do so?
I may be mis-educated on what the product can do because I have not taken a close look at it but from afar it looks like it is setup for a dealer trying to get their processes together. I could possibly see benefit for dealers that are just getting started in the internet arena.
We have been using it for almost 9 months now and I have been very satisfied with the product. It is a big time saver for the sales associates and allows them to get on the phone to the customer quicker. Like Tim stated in the email above, the first quote is the start of the conversation, and the Responselogix quote is a great way to start that conversation.
We just starting using them for our Toyota and Hyundai leads. I am torn on the product. I like the fact it will get a customer a quote within 10-15 minutes from the dealership even if all my salepeople are all tied up.
I like the fact that Hyundai see's how fast I am getting to my leads and is giving me more priority leads.
The jury is still out - but there are more pro's than con's for me at the moment.
Even if you can train the staff to quote 3 new cars and 4 used cars there is no way they can do it in under 10 minutes. There are a number of Dealers in the Baltimore area that are using it and the feedback I an getting is it changes the conversation with the customer from the beginning. Instead of it becoming a "beat my price" conversation it becomes a "what car am I buying at XX dealer" conversation
Marc, can we get an update on your progress so far with Responselogix?
I recently heard from a few other ISM's that you have to be careful with the incentive data coming from AutoData. For several brands the data is inaccurate.
Have you experienced the same?
I also heard; for some reason the way the system works..it has to send alias/bogus information into your CRM?? Not exactly sure what the deal with that is but I'm curious.
Anyone else using Response Logix since this thread was first started?
The incentive data from auto data is used as a backup if a Dealer does not update the system, only if you want it to. Make sure the managers update it as it comes in and there will not be an issue. The alias information is if you want the tracking enabled, some do, some don't. If you do, RL does alias the email address and phone number in the CRM fields and puts the actual information in the comments field. There is no other way to track the inbound and outbound emails and calls. As far as the calls go, each customer is assigned a 5 digit code and the sales people dial the same number to make outgoing calls and put in the customers code.
Again, this is only if you want the auto follow up and tracking feature. I would say about 2/3rds of the dealers have it enabled
Hello all - sorry about not updating my take on ResponseLogix.
1) Contacting 100% of your customers 100% of the time within 15 minutes.
2) Slick first contact with 2-3 options for customer to see
3) Pipes in used car inventory for similar cars in my inventory with direct links to my website
4) Ease of trackability
1) Questions aren't answered in the first response to customer - can look like we aren't paying attention. The template is very personable - so looks pretty good like a real person sent it.
2) CRM stores alias email address for customer - not the real one that is put in the comments section. Therefore if you ever leave RL - you will have to manually go back and input that in.
3) My biggest complaint - I don't get a chance to try to call the customer before I send out my first response. There is no chance to sell myself and our dealership.
5) Possibly give the customer all the information they need and then don't contact you. They have their price - why do they need to talk to the salesman????
All that to say - after roughly 3 months we have decided to NOT use RL. It is a great system, great support, but I think it just doesn't even give me a chance to talk to customer prior to sending out a quote. Granted - many times I don't get to talk to customer b/c a phone number is not given or they don't answer - but at least I have a chance of contacting them.
All that to say - it wasn't for us. If you have a department that is overwhelmed with leads and your response times are horrible - this might be for you. I was once asked - why am I going to pay someone to do something that my ISM's should be doing??? That is a great question! I am going to be working with my CRM to create an template similar to theirs that can possibly pipe in used car inventory with pics to the template. That's what I LOVED about their system. It gave the customer 5 used cars that were similar in nature to the car they were inquiring about...STRONG!!!
Hope this helps someone out. If anyone wants to talk further - don't hesitate to shoot me a PM or look me up on our website! Would love to talk more...
Marc, thanks for the kudos. As to the right profile of dealer for our product, though, I respectfully disagree. Our most successful customers have excellent internal processes.
Let me give you the example of Toyota Sunnyvale. Prior to using ResponseLogix, they were selling 170 units a month out of their Direct Department, which is where their Internet sales are handled. Not bad, I think you'd agree. After ResponseLogix, they shot up to 260. They have built on that to grow their lead volume, and recently had a couple of months that exceeded 400 units out of that department alone. That department now comprises over 60% of total dealership sales. They will be the first to say ResponseLogix was the key.
The reason is that the quote before phone call changes the phone call. The quote reduces the consumer's defenses and changes the discussion from price comparison vs. competitive dealer to consultation. Does your customer want new or used? Does she want the navigation system or not?
The best dealers on our system get back to the customer quickly with a phone call and use the quote as a tool to engage the customer in a consultative discussion.