Started to run my own test after having issues with ADP's CRM e-mails going to SPAM and never even being sent to the customer.. With no real support from ADP took things into my own hands. We used to have their webmail, but the platform/software they were using was horrible, we're talking like from 1999. The software/impression of their systems knowledge makes it very clear that ADP has NO idea how to work with e-mail. I went through 9 people, senior of senior support, etc and they all were trumped over problems we had a year ago. Eventually had to move to Godaddy to fix the problems.. Anyways, here's what I learned with more recent issues within the CRM itself:
Also let me be clear, it's not just me I've spoken with other dealers.
Used 3 separate e-mail marketing providers to mass send out e-mails. Plus ADP's mass e-mail within the CRM. And compare all the #'s and other things here's what I found: (Keep in mind this is after ADP verified multiple times all of my settings were working, server was working, etc. etc.)
- ADP's Opt-Out system does not work. There are some major issues with this, when sending out campaigns and gather clients, it pulls in ALL of the e-mails and doesn't exclude opt-outs. I was wondering for months why the same customers were complaining, even after updating their opt-out manually over and over.. And on-top of that, if you export any list out, they don't include the opt-in either, so either way you're screwed! No wonder the CRM isn't sending anything to customers or going to the SPAM box sometimes, their setup doesn't work. This is a huge problem, as it is a huge violation of the CAN-SPAM Act for dealers sending out mass e-mails in their CRM. Be careful!
- While ADP has no real way of tracking e-mails, deliveries, opens, SPAMS, etc (which is a huge fail in my book), I embedded code into their email to track it for myself. With the (3) 3rd parties I average about 15% open rate in ONE DAY (still growing in #'s not done testing, I expect this to hit 19% soon), BUT with ADP's CRM I average about 1% open rate IN 1 MONTH. Big Difference! Clearly there are some major problems with how ADP is handling things. These e-mails are not getting through, our ISP/server settings from as much as I could test seemed normal, but there's something odd going on for other dealers as well. I'm not the ADP systems admin so I can't really explore deeper to the root, but it's apparent, the ADP CRM has issues sending out e-mails.
- I don't think ADP understands the importance of SPAM complaints and how they can affect dealerships. Let's face it our job is to hound customers over and over, and after awhile there's a super high chance they'll hit SPAM and never see our messages again. Yet I don't think ADP is working proactively to manage this, they can't be.. They don't use anything new, their systems network/software is so old/out-of-date it's crazy to believe a company like that could still be using it. These 3rd party e-mail marketing companies are on top notch level work, they are in the business makings sure e-mails are going out. They have tracking all of this stuff (something our industry lacks and really needs badly).
...
So there you have it, hopefully an ADP rep reads this. They seriously need to get with the times and re-work their e-mail setup/system and start managing it like a real professional 3rd party e-mail marketing company would. Now, just to be clear I love the ADP CRM, I think it's phenomenal functions wise! But I can't get over the e-mail issues, that's a big problem that needs to get sorted out.
Also let me be clear, it's not just me I've spoken with other dealers.
Used 3 separate e-mail marketing providers to mass send out e-mails. Plus ADP's mass e-mail within the CRM. And compare all the #'s and other things here's what I found: (Keep in mind this is after ADP verified multiple times all of my settings were working, server was working, etc. etc.)
- ADP's Opt-Out system does not work. There are some major issues with this, when sending out campaigns and gather clients, it pulls in ALL of the e-mails and doesn't exclude opt-outs. I was wondering for months why the same customers were complaining, even after updating their opt-out manually over and over.. And on-top of that, if you export any list out, they don't include the opt-in either, so either way you're screwed! No wonder the CRM isn't sending anything to customers or going to the SPAM box sometimes, their setup doesn't work. This is a huge problem, as it is a huge violation of the CAN-SPAM Act for dealers sending out mass e-mails in their CRM. Be careful!
- While ADP has no real way of tracking e-mails, deliveries, opens, SPAMS, etc (which is a huge fail in my book), I embedded code into their email to track it for myself. With the (3) 3rd parties I average about 15% open rate in ONE DAY (still growing in #'s not done testing, I expect this to hit 19% soon), BUT with ADP's CRM I average about 1% open rate IN 1 MONTH. Big Difference! Clearly there are some major problems with how ADP is handling things. These e-mails are not getting through, our ISP/server settings from as much as I could test seemed normal, but there's something odd going on for other dealers as well. I'm not the ADP systems admin so I can't really explore deeper to the root, but it's apparent, the ADP CRM has issues sending out e-mails.
- I don't think ADP understands the importance of SPAM complaints and how they can affect dealerships. Let's face it our job is to hound customers over and over, and after awhile there's a super high chance they'll hit SPAM and never see our messages again. Yet I don't think ADP is working proactively to manage this, they can't be.. They don't use anything new, their systems network/software is so old/out-of-date it's crazy to believe a company like that could still be using it. These 3rd party e-mail marketing companies are on top notch level work, they are in the business makings sure e-mails are going out. They have tracking all of this stuff (something our industry lacks and really needs badly).
...
So there you have it, hopefully an ADP rep reads this. They seriously need to get with the times and re-work their e-mail setup/system and start managing it like a real professional 3rd party e-mail marketing company would. Now, just to be clear I love the ADP CRM, I think it's phenomenal functions wise! But I can't get over the e-mail issues, that's a big problem that needs to get sorted out.
