CRM Phase 2 - Flipbook - Page 13
Creating a Contact
1. Introduction
Contacts are entries that are stored against a customer record regarding any communication that has occurred
between the person and the dealership. This includes any letters, mailshots, CSI questionnaires, complaints and
contacts that have been stored through the business process. For example, a prospective customer has enquired
about a new vehicle and the sales executive is going create a contact to record this enquiry.
Contacts can be entered onto the CRM database manually or can be system driven (this is commonly used within
marketing initiatives).
Contacts can be used by all departments to record customer communication:
Sales
-
Contacts can be completed as part of the sales process of selling a vehicle
Service
-
Contacts can be used for booking services and MOTs for existing customers
Parts
-
Contacts can be created to remind the parts advisor to followup when a particular part comes into stock for a customer.
Credit Control -
Contacts can be completed to chase up creditors.
Contacts can be analysed to produce conversion ratios on how successful the dealership has been over a certain
time period expressed as a report or a graphical format.
Contact codes can be setup to suit the dealerships requirements with suggested follow-up dates and codes
assisting with the business9 operational processes.
Creating a Contact
02.003.01.L1 9304E
Page 13 of 205
