General Motors Standards For Excellence SFE Digital Rewards Program FAQ

SFE Digital Reward
Reporting and Lead Management
FREQUENTLY ASKED QUESTIONS
February Update

Table of Contents

Table of Contents
GENERAL PROGRAM RULES ............................................................................................................................................................. 3
Minimum Qualifying Requirements
Digital Reward payout information
Digital Reward Reporting Schedule

INTERNET LEAD ELIGIBILITY.............................................................................................................................................................. 5
Eligible Lead Types
Duplicate Leads
Internet Lead-to-Sales Ratio

METRICS ................................................................................................................................................................................................... 8
Digital Metric calculation
24-Hour clock
Activities to „stop the clock‟

SFE DIGITAL REPORTS ...................................................................................................................................................................... 12
Dealer-facing reports
Printing the reports

DIGITAL INTERNET LEAD PERFORMANCE REPORTING ....................................................................................................... 15
Lead reporting between months and quarters

SFE DIGITAL REPORTS VS YOUR DEALERSHIP REPORTS ...................................................................................................... 17
Lead discrepancies in reporting
Handling inactive Leads
Setting up your Certified Lead Management Tool properly

SUPPORT AND REFERENCE ............................................................................................................................................................ 19

2010 Digital Reward FAQs
2
Updated February 19, 2010

General Program Rules

GENERAL PROGRAM RULES

What is the Digital Reward component of the 2010 SFE Process?
Beginning January 1, 2010, all enrolled and qualifying Dealers can earn up to $10,000 each quarter based
on their average response times and the percentage of Leads responded to within 5 hours.

What are the minimum qualifying requirements to participate in the SFE Digital Reward?
One Division per BAC must be enrolled in the 2010 SFE Process (Divisional or Multi-Line)
Must be a Certified Internet Dealer (OneSource Lead Consolidation Pipeline + Certified Lead
Management Tool)
Must be iMR (In Market Retail) enrolled
Must have an Internet Lead-to-Sales Ratio of >.25 per quarter for the BAC (includes all brands under the
BAC, SFE-enrolled and not enrolled)

Is there a Sales or CSI requirement to earn the Digital Reward each quarter?
No, the Digital Reward is not tied to any Sales or CSI performance.

How often will Digital Performance be rewarded?
Digital Performance will be rewarded quarterly based on the 3-month rolling average of the Digital
metrics.

When does the SFE Digital Reward officially begin?
Tracking of qualified Internet Leads will begin on January 1, 2010, midnight EST.

How and when will the SFE Digital Reward be paid to Dealers?
Quarterly SFE Digital Reward payouts will be made after the close of the applicable quarter and are
submitted to qualifying Dealers‟ Open Parts Accounts separately from any earned SFE Quarterly
Performance Bonuses. Payouts will be paid at a BAC level, regardless of SFE-enrolled brands and will be
paid to the Business Management Division on file with General Motors.

How many Digital Rewards can a Dealer earn per quarter if two or more brands are enrolled under
one BAC?
Only one Digital Performance Reward will be paid quarterly per BAC, regardless of the number of brands
enrolled in SFE.

3

General Program Rules

When are the Internet Leads being tracked each quarter?
Leads will be tracked and reported each month based on the calendar below.
2010 SFE Digital Reward Reporting Schedule
QTR/YEAR 2010 ELIGIBLE LEAD RANGE 2010 DIGITAL REWARD SUMMARY REPORT

April 2010 Report* – 3-month rolling average score
QUARTER 1, 2010 1/1/10 – 3/31/10
(Jan, Feb, Mar)

July 2010 Report* - 3-month rolling average score
QUARTER 2, 2010 4/1/10 – 6/30/10
(Apr, May, Jun)

October 2010 Report* - 3-month rolling average score
QUARTER 3, 2010 7/1/10 – 9/30/10
(Jul, Aug, Sep)

January 2011 Report* - 3-month rolling average score
QUARTER 4, 2010 10/1/10 – 12/31/10
(Oct, Nov, Dec)
*As reflected in the CID Web site Lead Performance Report and the GM Lead Response Field Report

Do I have to use the GM Lead Management tool to participate in the SFE Process?
No. However, you must use a Lead Management Tool Provider that is certified by General Motors.

Whom can I call for details on the SFE Process?
For questions regarding SFE, enrollment and the Digital Reward rules, please contact Program
Headquarters at 877-401-6938 or visit www.GMExcellence.com and view the Digital Reward elements
within.

4

Internet Lead Eligibility

INTERNET LEAD ELIGIBILITY
Which Internet Leads count toward the SFE Digital Reward?
Eligible Leads include:
Dealer Web site (New Vehicle Requests only): Leads coming from your GM certified Web site (Cobalt)
GM Internet (New Vehicle Requests only): Leads coming from GM brand Web sites (gm.com,
chevy.com etc.)
GM Third-Party Internet Leads (New Vehicle Requests only): Leads that are purchased directly from the
GM Third-Party Lead Program

Lead Types Included In SFE Digital Reward Lead Types NOT Included In SFE Digital Reward
GM Internet – New Vehicle Leads GM Used and CUV
GM Native Sites i.e. Divisions, Family First Dealer Web site
GM Third Party Used
Survey Lead
Dealer Web site – New Vehicle Leads
DMA/LMA Landing Page Dealer Loaded
Request A Quote Manifest
Test Drive Request Incremental Private Offer (IPO)
Trade Appraisal Handraiser
General Information Service Leads

How many Internet Leads do I need to receive per month to participate in the program?
There are no minimum Lead volume requirements; however, Dealers are required to meet a minimum
Lead-to-Sales ratio of >.25 (Must receive more than one Lead for every four actual Sales)
Note: Lead volumes and Sales volumes are measured at a BAC level.

Do third-party Internet Leads purchased independently by the Dealer count?
No, only those that are purchased directly from the GM Third-Party Lead Purchase Program count toward
the Digital Reward. Contact the CID Help Desk at 1-888-462-8976 prompt #4, for more information.

Is enrollment in the GM Third-Party Lead Purchase Program a requirement for the SFE Digital Reward?
No, it is not a requirement; however, Dealers must meet a minimum Leads-to-sales threshold (more than
one Lead for every four actual Sales) and the Third-Party Lead Program can boost Lead volumes
significantly.

5


Will duplicate Internet Leads affect my Lead Response performance?
If a duplicate Lead is “not responded to” or the status has not been changed to reflect that it is a duplicate
Lead, that particular Lead will show as NOT responded to. This will impact the Percent (%) of Leads
Responded to within 5 Hours and could impact your ability to earn the Digital Reward. Therefore, it is
important that you correctly manage duplicate Leads.

When is an Internet Lead considered a “duplicate” Lead?
A “duplicate” Lead has the same customer contact information (First Name, Last Name, E-mail Address) as
another Lead that has entered the system within a 30-day window. Regardless of the Lead bucket it is
received in; for example, the customer Lead is received in the “Dealer Web” bucket and the “GM Internet”
bucket with the same First Name, Last Name, and E-mail address, it will be flagged as a “potential
duplicate.”

Is an Internet Lead considered a duplicate if it comes from the same customer, even if it is on a different
brand/model/color?
If the Lead‟s First Name, Last Name and E-mail Address is the same but has a different vehicle of choice
within the 30-day window of the previous Lead; it will be flagged as a "potential duplicate."

How should I manage my duplicate Leads?
Duplicate Lead management will depend on what Lead Management Tool you are using:
If you are using the GM Lead Management Tool:
– Duplicate Leads enter your system “tagged” as duplicates, and the system will automatically “stop the
clock” for those Leads
If you are using a Certified Lead Management Tool:
– The process varies – some Certified Lead Management Providers automatically merge duplicate Leads
with the original Lead; this may make it difficult for you to change the status so that a disposition is
created (and therefore the clock is stopped).

TIP: It is suggested that you contact your Certified Lead Management Provider to clearly understand how duplicate
Leads are handled and adjust your processes accordingly.

6


How is the Internet Lead-to-Sales ratio calculated?
The Lead-to-Sales ratio is calculated using Total Leads and Total Sales at a BAC level.
Total Leads = Sum of all eligible Leads from both SFE-enrolled and non SFE-enrolled brands for the BAC
during a specific period of time (both monthly and rolling 3-month average)
Total Sales = Sum of all SFE-eligible deliveries for the BAC, including brands not enrolled in SFE during a
specific period of time (both monthly and rolling 3-month average)
 Lead-to-Sales Ratio = Sum of Total Leads
Sum of Total Sales

Qualifying Example:
Hometown Motors receives 11 Total Leads in February, and posts 40 SFE-eligible sales during that same
time period.
Sum of Total Leads = 11
Sum of Total Sales = 40 = .28 Lead-to-Sales Ratio
Meets Lead-to-Sales ratio of > .25 and qualifies for the Digital Reward.
Non-Qualifying Example:
Hometown Motors receives 6 Total Leads in February, and posts 40 SFE-eligible sales during that same
time period.
Sum of Total Leads = 6
Sum of Total Sales = 40 = .15 Lead-to-Sales Ratio
Does Not Meet Lead-to-Sales ratio of > .25, and does not qualify for the Digital Reward.

Are Fleet sales counted in the Lead-to-Sales ratio?
Only SFE-eligible fleet sales will be counted toward your Lead-to-Sales ratio. Please see your SFE Process
Manual for a list of SFE-eligible fleet sales.

7

Metrics

METRICS
What metrics are being tracked and rewarded as part of the Digital Reward?
The metrics being tracked and rewarded for the Digital Reward are the “Percent (%) of Leads responded to
within 5 Hours” and “Average Response Time (ART).” These metrics are being tracked on a monthly basis
and rewarded on a 3-month rolling average.

How are the Digital Metrics defined?
Response Time (RT) = Time between when a Lead is received by the Dealership‟s Lead Management Tool
and when that Lead is responded to (i.e., Lead status updated)
 RT = The difference between Lead Receipt Time and Lead Response Time
Example: Hometown Motors receives an Internet Lead on Friday, November 5, at 12:21:45 PM and
responds to the Lead at 8:21:45 PM. The RT is 8 hours.

Lead dispatched to the Certified Lead Management Tool: November 5, 2009 12:21:45
Lead status updated by a valid response activity: November 5, 2009 20:21:45
8:00:00
Response Time calculated as 8 hours (20:21:45 minus 12:21:45)

Average Response Time (ART) = Sum of all actual response times recorded during a specific period
divided by the actual number of Leads responded to (including duplicates)
 ART = Sum of Response Times
Total # of Leads Responded to

Percent (%) of Leads Responded to within 5 Hours = Actual number of Leads responded to in five (5)
hours or less, divided by the total number of Leads received
 Percent (%) within 5 Hours = Sum of Leads Responded ≤ 5 Hours
Total # of Leads Received
Example: Hometown Motors receives 100 Eligible Leads per month. They respond to each of these 95
Leads within 1 hour. They do not respond to 5 Leads.

Average Response Time = 95 hrs = Sum of Response Times = 1:00:00 hr/mins/secs
95 Leads Total # of Leads Responded To

Percent (%) within 5 Hours = 95 = Sum of Leads Responded ≤ 5 Hours = 95% within 5 hours
100 Total # of Leads Received

8

Metrics

What is the 24-hour clock and why does GM use it?
The 24-hour clock means that the Lead is time-stamped with the actual time of receipt regardless of
whether the Lead came in during business hours or not. General Motors measures responses by a 24-hour
clock (as opposed to only measuring during Dealership business hours) because online shopping
expectations transcend industries, and customers are receiving 24/7 attention in the digital space.

Furthermore, research indicates a direct relationship between the speed of response and closing ratios.
Therefore, by improving the overall speed of response during the times that a customer might submit a
Lead, we can improve close ratios.

NOTE: Response times on both weekends and holidays are also included.

How does GM know when my Lead Management Tool receives and responds to a Lead?
Certified Lead Management Tool Providers (CLMPs) are required to provide daily reports to General Motors
detailing response dispositions.

NOTE: Auto responders do not count as a qualified response for the Digital Reward. Responses received from CLMPs are
audited on a regular basis to ensure that these responses are not included.

When does the clock start and stop in terms of measuring Response Times?
Response time metrics are based on the difference between the date and time a Lead was updated,
through valid Lead activities, and the date and time the Lead was received by the Certified Lead
Management Tool in hours and minutes, based on a 24-hour clock.

The 24-hour clock starts when a qualified Lead (Dealer Web, GM Internet, and GM Third Party) enters (or is
received by) your Certified Lead Management Tool. The 24-hour clock stops when a user at your Dealership
formulates and sends a response to the customer.

Why does GM consider Response Times an important metric?
The overarching goal of the GM OneSource Lead Consolidation and Reporting program is to track and
measure Lead responses that constitute “working a Lead”, or in other words, to track those responses that
are most likely to result in a vehicle sale. Research shows that response to Leads must be swift, detail-rich
and personalized. Response time is a critical, and early-measured component of response quality, and by
focusing activity and processes on Response Time, GM can help Dealers increase sales and ultimately,
profitability.

9

Metrics

How do the activities within a Dealership “stop the clock”?
Lead status response activities fall into 2 categories:
Valid: Those that trigger a change in Lead status
Invalid: Those that do NOT trigger a change in Lead status

The following Lead response activities have been identified as those that trigger a status change; however,
this is not a complete list and each Dealer should consult their Certified Lead Management Tool Provider to
verify their system‟s configuration capabilities.

Valid examples – or activities that trigger a status change:
A personalized e-mail or letter sent to the Lead prospect providing detail-rich information (does not
include automated response or general e-mail response)
A personalized phone call to the Lead prospect
Setting up/booking an appointment with a Lead prospect
Selling a New vehicle to a Lead prospect
Selling a Used vehicle to a Lead prospect
Identifying a Lead as a Duplicate and marking it as such within the Certified Lead Management System
Identifying that the Lead prospect purchased a vehicle at another Dealership and marking it as such
within the Lead management system
Providing information to a walk-in or phone-in customer
Cancelling the Lead within the Certified Lead Management System (because the Lead is no longer
interested or for other reasons)

Invalid examples – or activities that do NOT trigger a status change:
Any automatic e-mail response that does not provide specific and personalized information to a Lead
prospect
Any mass e-mail or letter mail that does not provide specific and personalized information to a Lead
prospect
Assigning the Lead or transferring it to another person
Moving the Lead from one folder to another
An email sent from a personal account vs. your Dealership‟s Certified Lead Management Tool
Any other activity where a Lead prospect is not provided with a detailed and personalized response to
their inquiry

Please contact your Certified Lead Management Provider to ensure you are aware of their specific
processes and knowledgeable of all ways to stop the clock with a Valid Response activity.

10

Metrics

What kind of changes in “Disposition” or “Lead” Status will trigger a Response Time Calculation?
In Progress
Sold New
Sold Used
Lost
Cancelled
Duplicate
Service Completed
No Service

Leads with the status of “Inactive” will not have a Response Time calculated as inactive Leads are those
that have not been responded to in over 30 days.

11

SFE Digital Reports

SFE DIGITAL REPORTS
There are five (5) Dealer-facing reports that reflect the SFE digital metrics:

SFE Digital Performance Report
Located: GM Lead Management Tool link behind GlobalConnect
Updated: Daily

Definition: Provides Dealers with a current view of their Lead response performance for SFE categories.
Users are able to select a “quarter-to-date” view, and an at-a-glance summary of 95/5 and Average
Response Time metrics. This report will provide the most up-to-date information on the SFE digital
response time metrics.

SFE Leads Responded To Report
Located: GM Lead Management Tool link behind GlobalConnect
Updated: Daily

Definition: Summarizes Dealership response time performance and provides a detailed breakdown of
Leads responded to, including name, source, time of receipt, time of response, actual response time, and
vehicle of interest. Dealers will be able to view details of their GM Internet and Dealer Web site Leads (SFE-
measured Lead types) and determine when they received the Lead and the date/time they first responded
to it.

SFE Leads Not Responded To Report
Located: GM Lead Management Tool behind GlobalConnect
Updated: Daily

Definition: Summarizes Dealership response time performance and provides a detailed breakdown of
Leads NOT responded to, including name, source, time of receipt, time of response, and vehicle of interest.
Dealers will be able to view which GM Internet and Dealer Web site Leads they have not responded to in
detail.

12

SFE Digital Reports

Dealer BAC Specific Report – New Car Lead Report (formerly DART)
Located: CID Web site link via GlobalConnect (Dealers) or the GM Lead Management Tool via
GlobalConnect (SFE Facilitators/GM Field)
Updated: Mid-month

Definition: Dealers can view their monthly digital metrics, including # of Leads, % responded to within 5
hours, Average Response Time on this report, along with their Dealership‟s sales close rate performance.
These SFE response time metrics will match the Dealer Digital Summary Report, available as a link on the
Performance Bonus report.

Digital Performance Reward Summary Report
Located: gmsfelive.com via a link on the Performance Bonus report
Updated: Mid-month

Definition: Dealers can view their monthly digital summary, in addition to the 3-month rolling averages for
the SFE digital metrics, the qualifying Lead-to-Sales ratio and the # of eligible Leads and SFE sales that
make up the ratio. Once final at quarter end, this report will be used to reward the SFE digital quarterly
payout amounts. The final quarter end update for Q1 will be posted after April 15th.

How do I print the new SFE Digital Reports on GlobalConnect?
The following steps will assist you in printing the SFE Digital reports:
At the top of the report banner, find the drop-down box marked “Select a Format.” Use the drop-down to
select “Excel”
Click “Export”
In the file download box, select to Open or Save the file
The report will open in Excel
Select “File – Page Setup” or if using Windows 7, select “Page Layout”, then “Page Setup”
On the “Page” tab, select “Landscape” and “Fit To”
– The report fits nicely on one page wide in “Landscape,” however you will need to select the number of
pages tall that will allow you to read it easily, or you can simply choose a large number. A good
estimate is to fit 10 Leads on page one, and 35 Leads on each additional page. One hundred (100)
Leads fit best on 4 pages.
On the “Sheet” tab, in “Rows to Repeat at Top” box, enter $29:$29. This will print the column headers at
the top of each page.
Select OK
Select “File – Print”

13

SFE Digital Reports

What will the Digital Summary Report on the SFE Web site show?
The Digital Summary Report will display a Dealer‟s current month‟s scores and the three-month rolling
average for each digital metric. See a sample report below:

2010 Quarterly SFE Digital Performance Reward
Current Month+ 3-Month Rolling Avg.
Average Response Time (ART) 5:57:30 5:15:16
% of Leads Responded to within 5 Hrs 90% 94.7%
# of Total Leads 53* 156*
# of SFE Eligible Sales 95** 275**
Lead : Sales Ratio .56 .57
Perspective Quarterly Digital Reward N/A $2,500
+Current Month report reflects previous month’s data.
*Actual Lead Volume includes Total Leads for the BAC, including brands not enrolled in SFE
**SFE Eligible Sales includes all SFE-eligible deliveries for the BAC, including brands not enrolled in SFE

14

Digital Internet Lead
Performance Reporting

DIGITAL INTERNET LEAD PERFORMANCE REPORTING

Is the SFE quarterly report on www.gmsfe.com a rolling three months or a weighted average of three
separate months?
The SFE quarterly report is a rolling three-month report; Leads sent in January but not responded to until
February will be factored into the rolling three months metric. Leads that cross over between two quarters
(received in March, responded to in April) will NOT be counted in the 3-month rolling average quarter end
score.

When is the quarterly report final snapshot taken?
Program HQ will allow 24 hours to pass following the last day of the month for the snapshot to be taken.
Reports are generated at 3:00 AM (CST). Waiting 24 hours will allow the Dealers to receive credit for Leads
received prior to midnight the last day of the month, that were responded to after 3:00 AM.

Are reports based on calendar month or delivery month?
All reports are based on the calendar month.

What is the impact of a Lead that is received in one month, and responded to in the next month during
a quarter?
If received and responded to within the same quarter (taking into account the 24-hour grace period at
month‟s end), the Response metrics for the Lead will be included in the monthly total during the month in
which it was received.

If a Lead is received in January, and not responded to until February, the Lead will be included in the total
Lead count for January, but will show as Not Responded To on the detail reports. Once the Lead has been
responded to, it will be included in the rolling 3-month average metric.

Example:
Lead received January 31st and is responded to on February 2nd.
The Lead will be included in the # of total Leads for January
The Lead will show as Not Responded To on the SFE detail reports for January
The response time metrics will be included in the 3-month rolling average for February

15

Digital Internet Lead
Performance Reporting
What is the impact of a Lead that is received in one quarter, and responded to in the next?
If a Lead is received in one quarter and not responded to until after the quarter closes, the Lead will show
as Not Responded To during the month in which it is received, but the response time metrics for this Lead
will NOT be included in the calculation of the digital reward.

Example:
Lead is received in March, but is not responded to until April 2nd
The Lead will be included in the # of total Leads for March
The Lead will show as Not Responded To on the SFE detail reports for March
The response time metrics will NOT be included in the digital reward calculation for the quarter

How are the top 20 Dealerships shown on the New Car Lead report chosen – and where can a list of these
Dealerships be obtained?
These Dealers reflect the top 20 Dealers in the region based on Lead response time and response rate
metrics. Dealers must have a minimum of 50 Leads/ month to be included in this group. A list of these
Dealers is currently not published.

16

SFE Digital Reports vs.
Your Dealership Reports

SFE DIGITAL REPORTS vs. YOUR DEALERSHIP REPORTS

What questions should I ask my Certified Lead Management Provider to ensure that my Lead
management tool is set up correctly?
To whom are the sales/service/parts Leads assigned?
How are the sales/service/parts Leads assigned?
How many users are authorized to view the Leads within the tool? (If a CIM is absent, the Dealer may
need to ensure that someone else can view and respond to the Leads.)
Can I have an e-mail notification go to my personal e-mail or Smartphone?
– If so, can I reply from the e-mail notification to stop the clock?
– If so, can I reply from my Blackberry e-mail notification to stop the clock?
Am I able to make any of these configuration changes myself?
Is there training offered in conjunction with my Certified Lead Management tool?

Why do the Lead management reports from my Certified Lead Management Provider differ from
GM reports?
There are a number of possible reasons for the report discrepancies:
Your Lead Management Tool is configured to measure “business hours” as opposed to the “24-hour
clock”
Duplicate Leads are not being handled appropriately
Your Smartphone/Blackberry is not properly integrating with your Certified Lead Management Tool (if
this capability is available)
Your Certified Lead Management Provider is not sending data to GM accurately or in the proper format

I have several Leads showing on my GM reports that cannot be found in my Certified Lead Management
Tool’s (CLMP) reports– what steps should I take to have these removed?
As these are eligible Leads for the digital metric, they cannot be removed. To identify the discrepancy,
however, you should check the SFE detail reports on GlobalConnect to see if the Lead is showing on the
Leads Not Responded To report. If the Lead is showing as “Not Responded To,” contact your CLMP and
review the system setup as it pertains Business Hours, Duplicate Lead Handling, SmartPhone setup and
CLMP data submission to GM.

NOTE: Make sure that your CLMP reports are measuring the right Lead-types (i.e. native, GM third party
and Dealer Web site Leads).

What if my CLMP reports data in error or malfunctions?
Any data discrepancies that are the result of a Certified Lead Management Provider (CLMP) error are the
responsibility of the GM Dealer and/or their provider to amend, and will not be recalculated for the
Digital Reward.

17

SFE Digital Reports vs.
Your Dealership Reports
My store receives general questions, vehicle requests other than the brands we carry, Service and Parts
requests, etc. – and these often come through as New Vehicle Leads. Will these Leads count toward my
digital metrics?
Any request that comes through as a New Vehicle Lead is viewed as a valid customer inquiry, as it
represents the customer‟s attempt to communicate and establish a relationship with your Dealership.
Responses to any and all New Vehicle Lead requests will be counted in the SFE digital reward.

My Leads are getting routed to a salesperson who is no longer with the store. Will these Leads count in
my digital metrics?
Yes, these will count toward your digital metrics. It is the responsibility of the Dealership to make sure that
their system is assigning Leads to the right individuals in the store.

When does a Lead go inactive?
A Lead goes inactive after 29 days. Since it does not have an associated Response Time, it will not be
reflected in the Average Response Time (ART) digital metric. However, the Lead will be included in the total
Lead count, and listed as a Lead Not Responded To. This will impact the Dealership performance on the
second metric – Percent (%) of Leads Responded to Within 5 Hours.

If, at any time before a Lead goes inactive, the status or disposition of the Lead is changed, a Response Time
calculation will be triggered.

Example:
A Lead has not been responded to by a Dealership for 26 days.

On the 26th day, the CIM goes into the Lead Management tool and changes the status to “Cancelled.” This
will trigger a Response Time calculation associated to that Lead of 26 days – approximately 624 hours.
Changes in disposition or status that will trigger a Response Time Calculation are listed in the FAQs, page 10.

Whom should I contact if I detect discrepancies between my Lead Management Provider reports and my
SFE Digital Reports metrics?
SFE only recognizes the GM-generated reporting located behind GlobalConnect and on the official SFE
program Web site. If you notice discrepancies between your Lead Management Provider reports and your
SFE Digital metrics, contact your Certified Lead Management Provider to help you evaluate possible
reasons for the discrepancies.

What if my Certified Lead Management Tool provider cannot resolve the difference between their
metrics and General Motors’ metrics?
Once you‟ve confirmed that the appropriate Lead sources / Lead types and time frames are being
measured and compared by contacting your Certified Lead Management Tool provider, you should contact
the CID help desk to present a written case. Contact 888-462-8976 (prompt 2).

18

Support and Reference

SUPPORT AND REFERENCE

Whom can I call if I need details or have questions about the SFE Digital Reward general rules?
For questions regarding SFE, enrollment and the Digital Reward rules, please contact Program
Headquarters at 877-401-6938 or visit www.GMExcellence.com.

Where can I find support regarding reporting, Lead eligibility and metrics?
Contact the CID Help Desk at 888-462-8976 and follow the prompts depending upon your issue.

19

General Motors Standards For Excellence SFE Digital Rewards Program FAQ

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General Motors Standards For Excellence SFE Digital Rewards Program FAQ