FOCUS CRM from Reynolds and Reynolds

[Bill Hoerr]

Hello,

Our group is looking at the Reynolds & Reynolds Focus CRM. Looking for some insight on how well it's worked for you if you currently use it or have used it in the past?
Thank you!

 

[DigitalCarguy]

Where do I start?

 

[Bill Hoerr]

Where do I start?

Haha wherever you'd like to. For me, the importance is data extraction whether it's custom reports or being able to pull down CRM and DMS data. Other than that, they tout "bi-directional" flow to and from the CRM -> DMS which I wanted to know if it worked well or not.

 

[David Steinberg]

Bill,

The real problem with data extraction isn't whether you can or cannot, it's whether the CRM vendor is going to try to prohibit you from doing so. Getting data out of Reynolds CRM is only a problem if Reynolds is going to try to stop you (or stop you from using a vendor to help you). Every CRM/DMS vendor will tell you (in the sales pitch) that you own the data you are putting in your CRM, but their practices, and the contracts they send us vendors say otherwise.

Reynolds CRM has recently released a pretty good API for data extraction, however, it is the legal terms you need to worry about as
the fine print a CRM or DMS gives to your vendors will often put significant burdens on you, hide and controls parts of your data, greatly increase your costs of software, and limits the vendors you will be able to work with. The best work you can do to is to contract away their ability to do this to you.

If you are moving CRMs, use this opportunity to protect and ensure you have the data rights you will need LEGALLY. Again, the technical part is not a problem. You really want three things:

1. Clarification that YOU are the owner of your data.
2. Clarification that they cannot restrict you from being able to access any data you put in your system. For example, if their API is not providing a data element (such as notes/history) they cannot restrict you from getting it another way.
3. Transparency of any fees (including certification and annual costs) they are asking your vendors to pay.
   
   
   As a starter, here is an Addendum you can modify to clarify your data rights.
   

   Dropbox

   bit.ly

 

[Bill Hoerr]

Bill,

The real problem with data extraction isn't whether you can or cannot, it's whether the CRM vendor is going to try to prohibit you from doing so. Getting data out of Reynolds CRM is only a problem if Reynolds is going to try to stop you (or stop you from using a vendor to help you). Every CRM/DMS vendor will tell you (in the sales pitch) that you own the data you are putting in your CRM, but their practices, and the contracts they send us vendors say otherwise.

Reynolds CRM has recently released a pretty good API for data extraction, however, it is the legal terms you need to worry about as
the fine print a CRM or DMS gives to your vendors will often put significant burdens on you, hide and controls parts of your data, greatly increase your costs of software, and limits the vendors you will be able to work with. The best work you can do to is to contract away their ability to do this to you.

If you are moving CRMs, use this opportunity to protect and ensure you have the data rights you will need LEGALLY. Again, the technical part is not a problem. You really want three things:

1. Clarification that YOU are the owner of your data.
2. Clarification that they cannot restrict you from being able to access any data you put in your system. For example, if their API is not providing a data element (such as notes/history) they cannot restrict you from getting it another way.
3. Transparency of any fees (including certification and annual costs) they are asking your vendors to pay.
   
   
   As a starter, here is an Addendum you can modify to clarify your data rights.
   

   Dropbox

   bit.ly

I appreciate the insight here! Yes, I went through a few hoops with our current CRM and DMS providers but eventually gained the right connection with the right data. I'll have to check out the API and take a hard look at their data practices. Thank you!

 

[Rick Buffkin]

@Bill Hoerr Checking in for an update on this. Did you guys make the move to Focus? If you did, how did it go? How did the staff do with adapting to it?

 

[Bill Hoerr]

@Bill Hoerr Checking in for an update on this. Did you guys make the move to Focus? If you did, how did it go? How did the staff do with adapting to it?

Hello Rick,

We ended up going with DriveCentric. Currently in the process of migrating over.

 

[Baron Ringler]

Hello Rick,

We ended up going with DriveCentric. Currently in the process of migrating over.

I caught this thread late, but for your sake I'm glad you didn't go with Reynolds. Reynolds adapted a caveat in their dealer contracts from when they merged up with UCS, that they own rights to all dealer data to use as they choose. For UCS, this would manifest when they discovered a store would be migrating to a different DMS, they would basically shut off all access to your own dealer information, making you pay to unlock it. I was a Reynolds installer for three years and the number of times we'd be in a Ford store at 1am, 2am, or later, to not give UCS a heads up on what were doing, was insane. And again, Reynolds adopted that business tactic once they merged with UCS.