REINVENTING CUSTOMER RETENTION info@mypcp.us A DCI Company - - PDF document

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REINVENTING CUSTOMER RETENTION info@mypcp.us A DCI Company - - PDF document

Apr 19, 2023 33 likes •258 views

PREFERRED CUSTOMER PROGRAM VALUE SERVICE CUSTOMER ENGAGEMENT o 360 SOLUTION REINVENTING CUSTOMER RETENTION info@mypcp.us A DCI Company PREFERRED CUSTOMER PROGRAM Perpetual Customer Retention Managed Services PERPETUAL TERM EXPRESS

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SLIDE 1

REINVENTING

CUSTOMER RETENTION

360

SOLUTION
  • A DCI Company

info@mypcp.us

VALUE SERVICE CUSTOMER ENGAGEMENT

PREFERRED CUSTOMER PROGRAM

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SLIDE 2

Managed Services

Customer Life Cycle Management Customized Pre-Paid Maintenance Program Retention Mapping SMS Marketing Trigger Emails and Notifications Email Marketing (Including Design & List Treatment) Customer Dealer App and Web Portal Access Service Appointment Scheduling via app and web portal Managed Chat Service Customer Engagement Call Service Customer Engagement Ringless Voicemail CIT Assistant – Contract In Transit Assistant 1000 Ringless Voicemails and Call Routing (per month) Engagement Rewards Points Program Single Entry and Exit Geofence Specials App Push Notification Specials with Expiration Service Contract Information Access via app Dashboard Reporting Managed Reporting and Accounting 7 Days a Week Customer Support Monthly Video Performance Report on Dedicated Channel Customer Code for Monthly Service(s) via app Web Based Cancellations Plan Type Perpetual Term Term

* *

TERM EXPRESS PERPETUAL

Perpetual Customer Retention

PREFERRED CUSTOMER PROGRAM

Perpetual Plans remain active in the system as long as the dealerships continues to remit business on all sold units on a monthly basis. If the dealership decides to discontinue the service, contracts will continue to be served for a period of 12 months from the submission date. Perpetual contracts are not cancellable. Term Plans remain active in the system for the duration of the plans term and expire based on time or mileage on the contract. The customers on the term based plans still continue to benefit from the perpetual plan services as long as the dealership is remitting business on a monthly basis. OPTIONAL 1 1
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SLIDE 3 By paying close attention to our client’s requests, we have spent the last decade in refining the Preferred Customer Program into one of the most effective and expansive retention programs delivered through basic pre-paid maintenance to their end user customer base. For any program to be as successful as we would like this to be, it needs to have the complete commitment from the organization, and needs to make sense to all major components that run a store. Each department must see the benefit from its institution and implementation. Prepaid Maintenance has been in the industry for decades and has been implemented with varying degrees of success. Depending on the dealership’s need, it has been used as both

REDEFI NI NG C UST O MER RET ENT I O N

as well as a very specialized and focused retention program a maintenance program that manages product with accounting tools PPM C UST O MER RET ENT I O N Otherwise the program is just another ancillary program that dealerships already sell with limited success and very little impact on customer retention.

Finance Service drive The customer The dealership

It needs to make sense to
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SLIDE 4

360

  • Dealership
Dealer owned program Enhanced service drive traffic, consequently providing opportunities for upsell of more profitable services

Service drive Customer

Low cost program that has value in the eyes of the customer

F&I

High penetration program that allows upsell opportunity for other products

REDEFI NI NG C UST O MER RET ENT I O N

PPM C UST O MER RET ENT I O N When the dealer controlled maintenance program makes sense, it not only satisfies the dealer, finance, service department, and customers core needs, but it also enhances and reinforces relationships which creates long term viability for the dealership.
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SLIDE 5

Features of Plans

Customer mobile app (dealership app) Chat Gifting Dashboard Service redemption Accounting Training / Agent relationship

Pack / Wrap / Express plans

Pack - Dealers will provide each customer with at least a one year complimentary plan for new and used vehicles. Wrap - Express - Service departments can upsell 1-2 year plans in service drive. F&I will offer customers 3 or 4 year PPM plans set by the dealership.

REDEFI NI NG C UST O MER RET ENT I O N

PPM C UST O MER RET ENT I O N

Why PCP Works

(no mark-up, F&I is paid a flat fee for selling*) Only can be used at your store or automotive group Uses mobile app to keep customer connected to dealership Dealership keeps spoilage Payments are customizable F&I sells for dealer cost Promotes communication with customer Services are customizable Customer pricing is customizable

Typical Prepaid Maintenance Road Blocks

Use at any dealership Utilization is low Little or no communication with customers Factory keeps spoilage Services are set by manufacturer Payments to service are too low Customers complain of high prices Marked up too much in F&I office *depending on the agreement, either the dealership or Dealer’s Choice Inc. pays F&I
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SLIDE 6

RE T E NT I ON & T RAF F I C

Dedicated Teams Data Visualization Dashboarding Ac c e ssibility to de ale rship thro ug h Apps and c usto me r fac ing site Re spo nse time s and quality o f suppo rt Re duc ing de ale rship sc he duling manag me nt
  • ve rhe ad
Long term retention building tools and strategies Services through contract life cycle Se rvic e E mails De ale rship Quic k Spe c ials 2 o r mo re ye ars Classic o r Wrap Pro g ram 1 to 2 ye ar Co mplime ntary Pro g ram E xpre ss Se rvic e Drive Pro g ram

Ce ntripe tal E ffe c t

Co unte r c o mpe titio n

Custo me r

L ife Cyc le Competitor Dealerships Quick Lube Shops Big Box Retailers CE P Calls Custo me r Re minde r CE P Chats and Se rvic e Sc he duling De ale r Custo me r App CEP Engagement Design Services Dedicated Account Teams Welcome Email - Enroll Customer Reminder to Inactive customers Reminder to Active customers PPM CUST OME R RE T E NT I ON Adve rtising Sale s T raffic

= Clo sing Ratio

Pro c e sse s and Pro c e dure s De te rmining Pro fitability Ge o -F e nc ing
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SLIDE 7

Contract Submission

Or other major DMS and integration providers The native web portal MyPCP affords the dealership the ability to E-contract through

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SLIDE 8

MyPCP web based portal provides E-contracting directly from the website. All customer contracts are live upon entry. Customer plans are available instantly on the web and mobile applications.

E-contracting through Native web portal

Customer / Dealership Interfacing Marketing Reporting

Contract Submission

  • CDK Global
  • F&I Express
  • P.E.N
  • Reynolds & Reynolds
  • Maximtrak
  • IAS

To mitigate any resistance to E-contracting, MyPCP is tied to major integration providers across the nation. Our infrastructure removes any obstruction from the selling process so the focus can be on retaining customers and not data entry issues.

E-contracting through major integration providers

  • Darwin Auomotive
  • iTap Menu
  • The Impact Group
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SLIDE 9

Customer / Dealership Interfacing

MyPCP Auto Care service web portal MyPCP Auto Care

customer web portal and app

MyPCP Auto Care service web portal

  • Easy contract search
  • Contract details
  • Reporting
  • Tracking

MyPCP Auto Care customer web portal and app

  • Update profile
  • Keep track of services
  • Gift services
  • Schedule appointments
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SLIDE 10 We are available via live chat to assist dealership personnel with any questions or concerns as well as for 1 on 1 training for the program.

LIVE CHAT

Remit from the program as well as keep track of every single dollar in the accouting department. The reportssection of the program is available to the dealership 24/7.

ACCOUNTING

Website is available to users 24/7 and is constantly updated and backed up. Dealership does not have to worry about hardware
  • r software upgrades.

CLOUD 24/7

We create and maintain all point
  • f sale content for our customers
  • n the site so they can easily be
accessed and downloaded by the dealership when needed. You can also request updates through the site.

MARKETING AND POS

.pdf .ai

$

FEATURES - ADMINISTRATIVE Customer / Dealership Interfacing

Marketing Reporting Contract Submission
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SLIDE 11

FEATURES - CUSTOMER CENTRIC 37%

Maintain a facebook-like chat with dealership about their program, providing the dealership additional upsell opportunities as well as keeping a constant eye on the customer’s needs. Allow customers to save other vehicle related info, like insurance page to access when needed. Gift your services! Customers now have an option that no other program provides with this level of ease. They can gift their services to a friend
  • r family member. This allows the dealership to attain new customers
without having spent a single dime for marketing to new prospects. New customers register an account in order to use the shared services. Customers also receive quick specials from the dealership that they can either use or share with friends on their facebook page. Is how much more repeat customers spend compared to new customers Customers can maintain and update their profile. information and service contract related info on their profile

FEATURES - ADMINISTRATIVE

Customer / Dealership Interfacing

Marketing Reporting Contract Submission

MyPCP Auto Care customer web portal and app

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SLIDE 12

Marketing

Email notifications Quick specials

CEP

Customized targeted geo-fencing Customized service plans Dealership customized service plans, marketing materials, email notifications, targeted specials and more!

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SLIDE 13 Each and every plan is customized for each roof top. Dealerships can create a simple basic maintenance plan to a comprehensive full manufacturer maintenance program. Point-of-Sale Material for F&I and Service clearly indicates to the customer the services included for the plans they have chosen. Customers are instantly tied to the selling dealership with the MyPCP app. All services included in the purchased plan are instantly available to view by customers on their app or on the web portal. Factory programs do not build loyalty to the dealership,
  • nly to the manufacturer. With MyPCP, customers are
much more likely to return to the selling dealership instead
  • f going to a competitor.

Instantly Tethered

Customer / Dealership Interfacing

Marketing

Reporting Contract Submission
  • REV. 12-21-16
Total Value $1569 Download the MYPCP AUTO CARE App on your device to Schedule an appointment Keep track of your services Receive dealer specials Gift your services, & more! 8 - Tire Rotations $ 80 value 8 - Multi-Point Inspections W/ Each Service $ 320 value 8 - Top Off All Fluids $ 80 value 1 - Battery Performance Evaluation $ 42 value 1 - Brake Inspection $ 42 value 1 - Rental Car For 30 & 60K Service $ 75 value 1 - Flat Tire Repair $ 50 value 1 - 10% Discount On Accessory Purchase $ 60 value 1 - 10% Discount On Services Over $250 $ 50 value 1 - $250 Additional Trade In Value With The Purchase of A New Vehicle @ Dealership $ 250 value * Email Notifications Of Factory Campaigns, & Service Bulletins Priceless 8 - Synthetic Oil & Filter Changes $ 520 value PREFERRED CUSTOMER PROGRAM EXAMPLE : 4/48K 6000 SYNTHETIC option VIP PLAN PREfERrED CUSTOMER PROGRAM 2 - Oil & Filter Changes 2 - Tire Rotations BASIC DEALER/factory COMPLIMENTARY [DEALERSHIP LOGO] see back for details po we re d b y De a le r's Cho ic e I nc . O IL C HANG ES - T IRE RO T AT IO N - VEHIC L E SAFET Y INSPEC T IO N - $500 ADDIT IO NAL T RADE IN VAL UE [DEALERSHIP LOGO] Our preferred customers get services valued over $1000 PREFERRED C UST O MER PRO G RAM

SAMPLE SAMPLE

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SLIDE 14

Customer Engagement

MyPCP engages customers
  • n several fronts without
inundating them with through the engagement engine.
  • At contract sale
  • Service redemption
  • Service reminders
Customers are also contacted to remind them about their program based
  • n usage.
Message segmentation is based on frequency of use and helps eliminate mass emails to the entire customer base. We respond to customer emails regarding inquiries and resolution of program intricacies. excessive notifications. Customers are notified Customer retention is not complicated, but there are many limitations to the process. A company cannot blast mass emails to its customers without considering the impact that message will have on the customers. Though companies cannot realistically expect 100% retention, even a 50% conversion is an enormous increase for your bottom line. Therefore, the substance and utility of your message to your demographic has to be taken into account very carefully. Customer / Dealership Interfacing

Marketing

Reporting Contract Submission
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SLIDE 15 Geo-Fencing affords you the ability to reach out of the boundries of your dealerships domain by engaging customers and potential buyers with new business as they pass through the completely customizable Geo-Fence
  • area. It also provides customers scope to remain in touch with new offers that can interest them to swing in to
your dealership. Gathering data based off of the response from Geo-Fenceing over a period of time can help you make better decisions to target customers in that location. You can market directly to customers in a way that is immediate, interactive, and personal. Because you're sending your message directly to your customer’s phone instead of their inbox, open rates go up on mobile campaigns—far more than you'll see for email campaigns. When you put an offer directly onto a customer’s device, the likelihood that they follow through with a purchase is increased.
  • Customizable
  • Better Control and Tracking
  • Real Time Location Alert
  • Increased Sales Opportunities
  • Increased Customer Retention and Loyalty

FEATURES

  • Make
  • Model
  • Year
  • Milage
  • Date

CUSTOMIZE BY

Customer / Dealership Interfacing

Marketing

Reporting Contract Submission

GEO-FENCING

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SLIDE 16

THE SCIENCE OF RETENTION

Maximize Customer Lifetime Value ( LTV )

CEP

Engage MyPCP Auto Care customers through the Customer Engagement Program

With dealership permission our CEP department will call MyPCP Auto Care customers that have already purchased a contract. This is done in a non-intrusive way to give them friendly reminders about their services, and more.
  • Unused services
  • They can use their services on any household vehicle
  • Download the MyPCP Auto Care app to keep track of
their services
  • Ability to chat with the service department through app
  • Schedule service appointments through the app
Customers reminders
  • Customers who have never used a service
and contract expires in 3 months
  • Customers who have never logged onto the app
Segmented by No additional cost to the dealership Your dealership’s BDC (Business Development Center) department can be trained how to call these customers Customer / Dealership Interfacing

Marketing

Reporting Contract Submission
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SLIDE 17
  • 50% of customers do not remember having a maintenance policy
  • 10% to 15% of customers schedule services almost immediately when contacted by our CEP

department

  • Customers purchase extended warranty
  • Customers that express their experience to CEP keep the story internalized

and feel their concerns are resolved

  • Customers ask for ancillary services that are not part of the PCP program
  • CEP gives customers a feeling of genuine consideration and care by the dealership
  • Customers wanting to purchase another vehicle for another household member

People who did not log on or engage through the site or app Tangible and intagible benefits of engagement

  • 50% of customers that are contacted login within the first 2 weeks

THE SCIENCE OF RETENTION

Maximize Customer Lifetime Value ( LTV )

Customer / Dealership Interfacing

Marketing

Reporting Contract Submission

CEP STATS

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SLIDE 18

MyPCP offers 24/7 accurate and effective reporting and tracking of

Reporting

ANY TOWN MOTORS DEALERSHIP PREFERRED CUSTOMER - PROGRAM OVERVIEW Active Inactive 86%
  • 1
12% Cancelled 0% Matured

563

563 206 Complimentary 335 Classic 22 Express $69,780 493 $15,830 1,138 Total Contracts Sold INCEPTION TO DATE 483 24 23 66 58 11 70 2 8 Contract Reserve Services Redeemed $53,950 36.7% 59.7% 3.9% 5,757 Services Pending Matured Contracts
  • 8
  • 11
$145 8 Report Generated on 1/14/2015 Contract Sales Rolling 12 Month ROLLING 12 MONTHS 23 519 39.66% 32 0.00% 3 5.17% 55.17% PCP Breakdown Total contracts 11/19/2012 01/14/2015 Customer Interaction 30 DAY COMPARISON Nov 16 Dec 15 Dec 16 Jan 15 Classic Complimentary Express These numbers do not include inactive contracts Details Details Details Details Details Details Users that have not logged on the app or web portal

$$$

Trends Contract Sales Service redemptions Customer app usage and more

Video reports sent monthly to help keep on top of your dealerships’ trends.

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SLIDE 19

Web portal

Qualitative and quantitative decisions that will result in the success of any program will rely largely on the ability to understand data sets quickly and effectively.

ANY TOWN MOTORS

DEALERSHIP PREFERRED CUSTOMER - PROGRAM OVERVIEW

Active Inactive

86%

  • 1

12%

Cancelled

0%

563

563

206

Complimentary

335

Classic

22

Express

$69,780

493

$15,830

1,138

Total Contracts Sold INCEPTION TO DATE

483

24 23 66 58 11

70 2

Contract Reserve Services Redeemed

$53,950 36.7% 59.7% 3.9%

5,757

Services Pending
  • 8
  • 11
Contract Sales Rolling 12 Month ROLLING 12 MONTHS PCP Breakdown Total contracts 11/19/2012 01/14/2015 30 DAY COMPARISON Nov 16 Dec 15 Dec 16 Jan 15 Classic Complimentary Express These numbers do not include inactive contracts Details Details Details Details The success of any program or service depends on quick accurate and effective reporting for its system. The MyPCP web portal not only holds all the information about the dealership’s maintenance contracts, it also measures the progress and success of the program over a given period of time.

We send reports weekly to each dealership. The portal itself provides 24/7 access to all reporting features.

24/7

Live Reporting

Performance

Trending

Customer / Dealership Interfacing Marketing

Reporting

Contract Submission
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SLIDE 20 Contract Submission Customer / Dealership Interfacing Marketing

Reporting

Contract Submission We use KPI’s at multiple levels to evaluate the success of reaching customers and driving traffic to your dealership.

Key Performance Indicators (KPI)

CEP Client Relations MARKETING

A great way to increase the lifetime value of your customers is by developing lead nurturing campaigns that reach out to existing MyPCP
  • customers. Providing you and your
sales team the opportunity to inform existing customers about new services, and dealership specials. Our marketing department tracks the response of every campaign sent to your customers to learn how to better engage your audience. Quick Special open rates SMS open rates and opt outs Email reminders and campaign
  • pen rates, bounces, and opt
  • uts
Geo-fencing pass throughs Voice calls with customers Chats with customers Appointments scheduled Contract sales Service redemptions Cancelations App logins We define customer engagement as the act of interaction between an
  • rganization and its customers. We
aim to provide a satisfactory experience and build better customer relationships for your dealership. The customer experience is a short to mid-term emotional perception of an engagement’s performance level. In
  • ther words, how customers perceive
the interactions in connection with your dealership. Our CEP department monitors the reactions of your customers to ensure satisfaction, and make sure any issues and concerns are being resolved. Our client relations team continuously evaluates the sales, penetration, and
  • verall implimentation and success of
your dealerships program. Client relations assists in boosting the potential of your program from “average” to “best” because your customers are the most important part
  • f the equation. Conversion rates are
tracked to ensure your outreach attempts yield a measurable action. This enables you to determine whether
  • r not these efforts are effective.
(Customer Engagement Program)
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SLIDE 21

THE SCIENCE OF RETENTION

Maximize Customer Lifetime Value (LTV)

RETENTION MAP

Visualize to Synthesize

Data visualization is the presentation of data in a pictorial or graphical format. It enables decision makers at a dealership to see analytics displayed visually, so they can grasp difficult concepts or identify new patterns. With interactive visualization, you can take the concept a step further by using technology to drill down into charts and graphs for more detail, interactively changing what data you see and how it’s processed. Dealerships can visualize data about: Customers who have returned for service at least once Customers who have not used any services Customers who have interacted through the MyPCP Autocare app Customers who have called using the MyPCP Autocare app All active contracts All expired or matured contracts All cancelled contracts BDC (Business Development Center) or the service appointments person can tap into this information to ensure each and every customer has a compelling reason to return to the dealership instead of going somewhere else for their vehicle service needs. Customer / Dealership Interfacing Marketing

Reporting

Contract Submission
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SLIDE 22

REINVENTING

CUSTOMER RETENTION

360

SOLUTION
  • A DCI Company

info@mypcp.us

VALUE SERVICE CUSTOMER ENGAGEMENT

Office: 251.990.3131

251.210.1248 mike@dealerschoice-usa.com 251.210.1245 kazmi@dealerschoice-usa.com Mike Dobson

  • S. Kazmi

PREFERRED CUSTOMER PROGRAM