VinSolutions issues

[jscole86]

It was a great series about CRM!

I would spot check their support lines a few times to see what the response times are like

I did call in prior to signing up and check out their support, and their response times are actually not bad. It was more of an issue of how quickly the problems get solved. This is hard to gauge before you are actually using them. I do have to say though that their product is great and website support through them has been fantastic!

 

[Alex Snyder]

As a dealership advisor or dealer making a decision on CRM i think it's important to read the CRM article series on the DR blog and to realize that no CRM is the cat's ass, it's tons of work and user input to get anything out of it... stop getting murdered by the pitch!

Thanks Mitch :thumbup:

 

[mattwatson81]

We are a growing company and we continue to spend a lot of resources expanding our support team. Recently our support team has been a little busier than normal due to the big Reynolds RCI conversion. That has kept them very busy the last 30 days. Luckily that is over.

One thing people always forget about is they replace 5-10 vendors with the VinSolutions system. That doesn't mean that you don't have the same amount of support questions as before. But instead of calling 5 vendors 2 times a month you may call us 10 times a month for various things. It is also hard to call in and have a single support person that knows every detail about CRM, desking, inventory, websites, marketing campaigns, etc, etc. So we have several product specialist in our support teams that cases get escalated to.

 

[Jerry Thibeau]

Not to mention Matt, I would assume those new clients you bring on overwhelm the support lines as they go through the process of learning the new product. That's why I would encourage any dealer getting a new CRM to invest in bringing a trainer on site so that you hit the ground running from day one.

 

[mattwatson81]

Not to mention Matt, I would assume those new clients you bring on overwhelm the support lines as they go through the process of learning the new product. That's why I would encourage any dealer getting a new CRM to invest in bringing a trainer on site so that you hit the ground running from day one.

We have free online training available all the time and we push all of our dealers to take all the classes before install. We also do on site training.

 

[Alex Snyder]

The issues is the software designed together to work seamlessly throughout the full solution? If it was built one piece at a time and released because of the competition you will lack stability and you will make the 10 or more support calls a month with slow resolutions.

That's a key statement there. I tried to find a way to point this out in the CRM series (How to buy a CRM. An introduction to CRM for dealers. | DealerRefresh), but I just couldn't find the right way to word it to a layman. Nor was I able to come-up with a good way for someone to recognize half-baked/stolen ideas from a demo.

 

[heatherm1]

We are currently having trouble with our CRM and have been investigating many vin solutions products I set up discussions on other blogs asking current users of Vin solutions to give me their honest opinion on the CRM.. I.E. Real time updating , support, logging correct information and so on. "Ask does this VIN product work? Well on this forum it seems to have some of the issues that we are currently having with our CRM. Thank you for the Information.. It helps clear the mind and look at this product logistically ...

 

[Shawn Morse]

Heather
I think you will find that this particular blog has numerous comments about VinSolutions from competitive software companies and from people who have never used our system. Can we improve customer service and support? Absolutely, what company cant. We strive for that everyday. I think if you read the post that started this thread and the subsequent posts by that person you will see that we are indeed dedicated to making our products and services the best they can be.

 

[emilymoore]

We have not had a good experience with Vinsolutions so far. We were supposed to "go live" back in February. We had a trainer come to our stores for a few days, during which we found so many things that didnt work and so much missing data that he left early and decided to schedule a re-launch. (Which has now been re-scheduled an addional 3 times due to our issues still not being resolved). We have gone in circle after circle CC'ing a whole list of personel from Vinsolutions on every correspondence, only to find ourselves no further ahead now then we were back in February. I am sure it will be a good product once we can fully utilize it, but the implementation process has been a total nightmare (and we still aren't through it yet)!

 

[mikeelmore]

We finally went "live" with VinSolutions in the beginning of March, it has not been a smooth transition, we have had many different time consuming issues with this tool, sometimes I wonder if I made the right decision switching over to them. But when it's working right, my sales force is being productive, which is what we wanted! However, lately, we have had a major "slowness" problems with the page loading and when it does load, the page will work fine for a while, then kick us off the site completely, lately, when using the Desking application, it will move at a snails pace, then finally load, we'll be working in it and then it will lock up and kick us off of the page, so we'll reload the tool, finish up loading the deal, then try to print the 4 square, and get completely different numbers than what was loaded, then after a couple of corrections, finally get it to print out the proper information. I could go on and on about a lot of different daily problems I've encountered, but I'm not trying to make this a complaint post, as much as to vent my frustrations with what we were promised with this all in one CRM, website, inventory manager, Desking tool, et al.