Capabilities Meeting

Agenda

Introductions & Expectations

Fords Vision, Goals & Challenges

Overview of Reynolds & Reynolds

Q&A and Demonstrations

Summarize Areas of Opportunity

Determine Next Steps

Agenda

Introductions & Expectations

Fords Vision, Goals & Challenges

Overview of Reynolds & Reynolds

Q&A and Demonstrations

Summarize Areas of Opportunity

Determine Next Steps

What do you
Expect?

Agenda

Introductions & Expectations

Fords Vision, Goals & Challenges

What
is
your
Overview of Reynolds & Reynolds

Q&A and Demonstrations

Summarize Areas of Opportunity

Determine Next Steps

Vision?
Goals?
Challenges?

Agenda

Introductions & Expectations

Fords Vision, Goals & Challenges

Overview of Reynolds & Reynolds

Q&A and Demonstrations

Summarize Areas of Opportunity

Determine Next Steps

The New Reynolds & Reynolds!

No Longer just a vehicle-centric DMS

New CEO
New Management
New Attitude
New Offerings

A Whole New Company

The ValueNet
DMV

Auction
House

Supplier

Car Company

Retailer

Salvage

Infomediary

The Reynolds and Reynolds Company

Bank

Insurance

Broker
Dot.com

Consumer

Collision
Repair
Shop

Aftermarket
Stores

Reynolds is targeting 6 key friction

points:
1. Customer Relationship
2. Vehicle Inventory
3. Parts Distribution
4. Vehicle Financing
5. Retailer Efficiency
6. Technology Infrastructure

An evolving Strategy...
Service Systems Enterprises
Ultimate Prospecting Services
The Nickelsen Group

Building on Our Legacy

Intense focus on your
customers
Most trusted brand
Unsurpassed quality,
reliability, performance
Most experienced
communications team
Highest CSI

Jan 1995
March 1995
July 1995
July 1996

Wheeler Management
Kalamazoo investment

Microsoft Carpoint Agreement

Oct 1997
May 1999
Aug 1999

Loyalty Card
AutoNotice

Sept 1999
Dec 1999

E-Fin
Half-A-Car
Automark
DealerKid

April 2000
April 2000
Nov 2000

Reynolds and Reynolds

Customer-centric Applications
(ASP)
AutoMark
DealerKid
Databases
AutoNotice
WEB Apps eFin
CarPoint

Ford

Buyer Connection
Owner Connection
ford.com

Databases

WEB Apps

FordStar / VPN / WEB

Databases

ERA

Retailer

DMS back end applications

Reliable
Available
Internet access
Ford WEB applications
email

Consumer

Reynolds Global Presence . . .

North America
Leading provider of retail
management solutions to GM and
the overall market
Leading provider of Internet
solutions to automotive retailing

Latin America
Provider of Internet solutions to
automotive retailing

Europe
Leading provider of retail
management solutions (4,277+
systems through Kalamazoo)
Leading provider of Internet
solutions to automotive retailing

Asia Pacific
Leading provider of retail
management solutions to GM and
the overall market
Leading provider of Internet
solutions to automotive retailing
(including carsales.com.au)

Ford Motor Company

Our Company
A Global Automotive Technology & Services
Firm
Deep industry knowledge dedicated to the
Automotive market
A presence in over 90% of all North
American dealerships.
Experience working with 11,000 Retail
Clients in 18 Countries

Our Company
DMS Business experience
Execution
- 750+ Retail Specialists
-1,750+ Support Specialists

North American Market Share leader

CSI Industry leader

Star Business Award

Our Company
E-business experience
100% of our In-store consultants
have a minimum of 5 years retail
experience
Provide Technology and Services to
61 of the top 100 Dealer groups

Our Clients
We Provide Consulting, R&D, Program
Management, & Training for
Ford, Lincoln Mercury & Volvo

Our Results
Thousands of Dealers & Managers have
graduated from our
Loyalty Management University
We have installed eCustomer relationship
Management Departments in over 5000
dealerships in North America.

Our Results
We assisted in the enrollment of 90% of
Ford dealers with Dealer Connection.

Trained Dealers have 2x the closing

Ratio!

Our dealers sell between 25 and 600

vehicles a month on the net alone.

The

Results

Closing Ratio (%)

8

6.9

7.2

6
4

4 4

4.3

4.3

1/1 3/31

4/1 6/30

2
0

1/1 1/30

Untrained

Trained

National Close Rate

(%)
14.5
14.5
14.4

16
14
12
10
8
6
4
2
0

Jan-00
Feb-00
Apr-00
Jun-00
Jul-00
Aug-00
Oct-00

11.5
9.7

9.4

7.2

Jan-00 Feb-00 Apr-00 Jun-00 Jul-00

Aug00

Oct-00

Customer Response % (National)

70
60
50
40
30
20

59
40

45

6/1/99

12/1/99

10
0
11/1/00
9/1 SalesPoint Data reflected a
87.5% response rate

Customer Response Rate W/in 24 Hrs (%)

70
60
50
40

63 61 65
59
48

42 42 42 40 41

30
20
10
0
Trained

Jul-99
Apr-00
May-00
Aug-00
Nov-00

Untrained
Nov 00 data est.
based on 59%
National

Our Vision
Customer Vision
Retailer Vision
Fords Vision

Our Vision

Customer Vision

The Customer Experience

Permission Based CRM
Updates on promotions
Customer Loyalty
Programs

Personal web page

Periodic follow-up
Email: accessories,
warranties, specials
Multi-media email campaigns

Attract Customers to Ford.com

Re-Purchase

Ford.com
Dealer Connection Web Site
Concierge Service

Initiate
Search
Research

Shop

Own

Buy
Contact
Dealer

Service
Personal Web page
Service loyalty programs
Service reminders
Follow up process (Sales & Service)
Service Process
CIC in Service lobby

Delivery

Delivery Process
Sign Up Personal Page
Receive Loyalty Package

Own
Finance &
Protect

Sales Point
2 way pagers
Contact Process

Buy Vehicle

Finance Menu
Offer Financing, Warranties &
Accessories & Insurance

Customer Friendly Buying Process

Showroom Customer Info Center
Information integrated into DMS

Our Vision

Retailer Vision

By 2004, automotive dealers that

have not shifted their business focus to retaining and
extending customer relationships will cease to exist (0.8
probability)

. Most dealers are not in a position to create and

maintain a CRM platform; capabilities required are beyond
the services a dealer can realistically provide.
May 2000

National Advertising
Buying/Brand Websites
Direct Prospecting
Financing

Sh

op

Dealer

Service Reminders
Couponing
Direct Couponing

Own

Couponing
Service Satisfaction
Dealer Certification
Telematics

Own

Two-pronged
OEM
attack...

Custome
Custo
r

mer

Sh
op
Custome
Custo
r

mer

y
Bu

Dealer Website
Local Advertising
Direct Prospecting

y
Bu

Vehicle Satisfaction Monitoring

Vehicle Literature
Lead Transfer to Dealer
Financing

Vast opportunity to
streamline and integrate

Lead Follow Up/Management

Sales Satisfaction
Service Start
Business Development

ho
p

Custome
Custo
r

mer

y
Bu

Own

Own

Leveraging the
Spend...S

Sh
op

Custome
Custo
r

mer

y
Bu

Linked Brand/Dealer Strategy

Common Processes
Integrated Management Tools

Improved effectivenessConsistent, targeted messaging

Integration of ownership experience with brand image
Managed, results-driven customer contact... Right time, right way, right
message

Sell & Service more vehicles profitably!

KEEP

SERVE

FIND

SOLD

Walk-In
SOLD

Phone

R
D
C

EXIT
80%

20%
OTHER

Service

Internet
Customer Contact

- Unsold Walk-Ins- Sold

- Unsold Phone - Service
- Unsold Internet- Prospects
Permission Based

Our Vision

Fords Vision

How
How Does
Does itit All
All Come
Come Together?
Together?
Plant

1-1
Data Management
Pinning/Purging
Ford

Data

Independent
Websites
Ford.com

Consumer
2-1
CRM
2-1
CRM

Retailer
Front End
Selling System

Dealer
Websites
Walk/Phone
Leads

1-1

Data
Mining

Dealer
Management
System

Call Center

Our Vision
2 to 1 CRM
Ford Motor Co.

Retailer

Customer

Our Capabilities
Strategic
StrategicPlanning
Planning
Research
Research&&Development
Development
Consulting
Consulting&&Training
Training
Technology
Technology
Services
Services

Strategic Planning
Vision and Strategic Planning
Business Planning and Analysis
Create and implement e-Commerce and
CRM Strategies.

Research and Development

Market Research
Focus groups
Dealership Analysis
Web Site Analysis
Market Analysis

Consulting and Training

Customized Training Programs and Consulting
Seminars & High impact multi-media events
A Full service Automotive University
(on the east & west coast)
In-dealership consulting & Training
Distance Learning via teleconferencing
Computer & Web based training

Training Content

Leadership
Product Knowledge
Management Process
Ride & Drives
Sales Process
Used Car Certification
Leasing
Used Vehicle Managemen
Internet
Fixed Operations
Phone
Prospect Follow up
Customer Follow Up (Sales & Service)
Relationship Development Centers
F&I

SEMINARS

IN-DEALERSHIP

COLLEGE

WEB BASED

Technology
Corporate and Dealer Web-Sites

Two-Way Pagers

Personal Web pages

Multi-media emails

Customer Management Systems

Operating Systems

Kiosks (Customer Information Centers)

Electronic Business Cards
Loyalty Card System
Dealership Portal/Intranet
Data Cleansing & Mining
Other Technology Offerings.

Services
Project Management
Direct Mail/e-Mail campaigns (AutoNotice)
Billing & Reporting
Call Centers (B-B)
Call Centers (B-C)
- Unsold Prospect Follow Up
- Sales Follow Up (CSI)
- Customer Renewal Calls
- Service Follow up (SSI)
- Service Reminders

Agenda

Introductions & Expectations

Fords Vision, Goals & Challenges

What do you want

Overview of Cyber Car & Reynolds
to know more
Q&A
about?

Summarize Areas of Opportunity

Determine Next Steps

Agenda

Introductions & Expectations

Fords Vision, Goals & Challenges

Overview of Cyber Car & Reynolds

Q&A and Demonstrations

Summarize Areas of Opportunity

Determine Next Steps

Agenda

Introductions & Expectations

Fords Vision, Goals & Challenges

Overview of Cyber Car & Reynolds

Q&A and Demonstrations

Summarize Areas of Opportunity

Determine Next Steps

Appendix

Customer
Management
Tool
Summary

What

does a

Customer Management

Receives & Responds to leads

Auto responders
Contains email templates & Phone
scripts
Organizes & Manages Customer
Management
Keeps customers history and contact
records
Provides automated contact reminders
Bulk email

What Else?
Sales & Financing Applications
Traffic Control & Logging tools
Drivers License swipe
Conflict Resolution
Telephony
In Market Customer lists
Automated campaigns (direct mail &
email)
Automated Purification
Campaign Management

Thank You!

CRMcreating positive customer

experiences
Requirements:
Strong Customer Orientation
Market/customer knowledge

Customer contact/follow-up proce

Effective communication
Brand
consistency

Systems and tools for managing

information and processes