ADP CRM - Hate It or Love It?

[Alex Snyder]

Ladies and Gentlemen, this is what you get when upper management buys-in on a product. John owned ADP CRM for his dealership, and he's the GM. When you have this combination, it works.....no matter how good or bad the actual product is.

 

[ajholland]

I have been using ADP CRM for the two and half months since I took over as Internet Director and I have been less than impressed. It just doesn't seem very user friendly-it definitely doesn't seem as though it was designed by someone inside of a dealership. I am having problems with:

-Set up a program with templates assigned that should have populated the follow-up process for my sales team. It doesn't work properly-some people don't get any tasks, some get random ones?
-Some of my team is having a big problem with a lot of their responses going to customer spam.
-Can't access it from a phone or home computer.
-Doesn't seem to integrate with Blackberry

Now, I will be the first to admit that some of this may be user error, I am still learning on the go. I was also frustrated by the fact that is took 2 1/2 months to get an ADP trainer in my dealership. If anyone has any pointers or suggestions, please respond or send me a private message.

Does anyone use a seperate ILM on top of the ADP CRM the rest of the dealership uses? Is that even an option?

 

[Alex Snyder]

Does anyone use a seperate ILM on top of the ADP CRM the rest of the dealership uses? Is that even an option?

When we were on it, I absolutely had to use a separate ILM. You can have your lead providers send leads to the ILM and the CRM...or set your leads up this way: Dealership lead routing procedure for CRM and ILM

 

[john.quinn]

There's no reason to use a separate ILM -- you might need some help, but I'm telling you, once you figure it out, there's nothing it won't do. Honestly, the notion of using separate systems defeats the whole purpose of true CRM. The best thing about ADP ILM is that ILM tracking and monitoring is the same as floor-traffic. Remember -- you want results, you have to make this easy for your desk managers -- can't be any easier for them than seeing ILM traffic next to their floor traffic on the desk log. Stick with it -- dig-in and figure it out. Get nasty with your rep if you need additional help. You want everything in one bucket -- the more buckets, the more that gets lost between buckets.

 

[lfinney]

For those of you on the hate side of this issue... Can anyone share their experience of getting out the terribly long contracts or at least how they justified pay for a new system. I just can't stand it. As for Jquinn comment that it will works, I am amazed. I have tried and tried and even spoke with ADP CRM specialist and they tell me that most of what I would like to see is not even on the horizon. They didn't ever understand why I would want different templates and different process for different lead sources - such as special fi leads.
Ahy help on getting me away from ADP would be great!

Alex how long were you on ADP? Do You mind sharing what CRM you use now?

 

[Jerry Thibeau]

Ahy help on getting me away from ADP would be great!

Have your DP threaten to consider other DMS solutions if they don't let you out. I've seen Reynolds let a dealer out of a CRM contract in order to keep the DMS business.

 

[Alex Snyder]

Alex how long were you on ADP? Do You mind sharing what CRM you use now?

We were on ADP CRM for about 2 years. We're now approaching 2 years with iMagicLab CRM.

 

[john.quinn]

For those of you on the hate side of this issue... Can anyone share their experience of getting out the terribly long contracts or at least how they justified pay for a new system. I just can't stand it. As for Jquinn comment that it will works, I am amazed. I have tried and tried and even spoke with ADP CRM specialist and they tell me that most of what I would like to see is not even on the horizon. They didn't ever understand why I would want different templates and different process for different lead sources - such as special fi leads.
Ahy help on getting me away from ADP would be great!

Alex how long were you on ADP? Do You mind sharing what CRM you use now?

Believe me, I won't belabor the point, but from what you say above, the answer seems kinda simple. You can individually and automatically assign any lead source to any person. If you don't have dedicated people, you can make-up somebody, like FI SPECIALIST. All your follow-up programs (including unlimited templates) can then be limited to that particular person. So they way I remember it, you can have unlimited templates and process for unlimited sources. Again, it's been over a year since we left the system, but that was basic functionality for us -- manufacturer leads from 15 franchises, Special FI, Appraisals, Off- Lease notifications -- you name it. We were able to sort and assign and manage all quite handily. But good luck with whichever way you go -- I know it's tough to swallow once you get a bad taste in your mouth.

 

[lfinney]

jquinn = That is an idea. It could be a workaround for my sp-fi leads. However, we do have dedicated sales staff which would throw ofd thier tracking number but I could see how to work with it. Thanks for the idea.

 

[unhappyadpcrm]

Our dealership switched from Salesedge to ADP CRM at the beginning of the year. I have never been sooooo disappointed. ADP CRM is a complete joke. HATE IT! HATE IT! HATE IT! What a non user friendly system. You can't search anything by the vin# or stock#. You have to go through several different screens to accomplish anything. It will timestamp deals in the wrong month. You have absolutely no way to keep track of goals. You can't search for specific vehicles of interest. It will make deals dead after 60 days. I can go on and on!! What a complete piece of crap. I feel like I have been moved back 10 years. I'm so damn mad about it that there are no other words for it. If you want something user friendly, do yourself a favor, look into Salesedge. ADP CRM will make you pull your hair out!!!