Fellas:
We use Contact Management. We have challenges from time to time but nothing like we used to. I know Larry Bruce and the MMS product is pretty darn good. Joe - I have a guy in Dayton, a CM support staffer, that I'd be happy to put you in touch with that helps me out whenever we have an issue. Like any software system, CM has its bugs, but I think it does basics very well. It is extremely effective at tracking all lead types (email, phone, walk in) as well as simple things like Be Backs, Negotiations, TO's, etc. Sounds like an automatic in any system of this nature but trust me when I tell you that I've seen and used other systems that claim to be the cat's meow and thaey can't do the basics. All sizzle and no steak. Plus the survey creation functionality in CM is the best I've seen especially for dealers that have robust follow up processes in place and want to be able to track results and quickly respond to customer complaints.
I've written on DR Forums before that Reynolds biggest problem is communication with their dealers. They come up with fixes, updates and best practice suggestions all of the time but then fail to communicate them to their dealers. I have been telling them for a long time that they need a customer forum section and a blog on my.reyrey.com so customers can share best practices and troubleshoot problems.
As for the problems you are having with your reps, shoot me an email [andy (at) vinart (dot) com] and I will get you in touch with the right people in Dayton. You shouldn't have to put up with that crap.
I have been lobbying big time for CM to be the future GUI interface for ERA but I think I'm losing that battle. CRM systems are the future of car dealership customer interactions. Desking, Communication, RO Generation, Email, Parts Ticket creation, etc. ERA should be nothing more than an accounting and payroll management system. To use it for anything more would be counterproductive with the way technology is changing.
Either way, I share in your frustrations on certain things. It sounds to me like you are not getting the right feedback from the right people.
Andy
