Erin, good to see your participation on DealerRefresh. All of the major CRMs will integrate with Reynolds and Callbright.
There is a good thread on here where several members discussed how they narrowed the search for a new CRM and why they ended up making that choice. Hopefully, someone will remember and post the link. Unlike other automotive internet sites, DealerRefresh discourages vendors from soliciting on the site. If you posted this on DealerElite or ADM, you would be under seige.
I'm familiar with most of the popular CRMs. In your position, I wouldn't make a decision before checking out Dealer.com's new CRM. This company recuited several DealerRefresh members to help develop that software. I've seen too much software and wondered if the people, that developed it, had any retail experience.
Because of a recent bad experience, I would warn you about how your new choice will incorporate your existing database. You want 100% of your database to be useable. You need to have all of the customer information matched to a salesperson, model, and sales status (at the least). In my situation, that was only true for the previous 90 days. By the time that I trained my people and really started using the new CRM, the install people were long gone. I hadn't been part of the decision and negotiating process and my database was a mess. Any customer, in my database, that was older than 90 days didn't list the salesperson or if the vehicle had been sold. I was sending out emails to customers that had purchased from us four months ago. It also looked like I was trying to scoop customers, into the internet department, that belonged to floor salespeople. Some of these customers had purchased several vehicles from the same salesperson. Because the new CRM pulled information from the old ILM and the DMS, it duplicated the customers. Any mass mailing would send emails to the same customer, twice. Unfortunately, for the dealership, they got what they agreed to. If this sounds like a nightmare, you can't fully appreciate it unless you lived it. To bring sanity back to the database they were looking at months of work manually comparing the information in the DMS to the new CRM and removing the duplicates. Obviously, many customers are in the market longer than 90 days, before they purchase. I'm certain that we lost sales by not being able to follow up with them effectively.
