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.
