CFL Product Guide

CFL
Programs
COMPLETE SERVICE MANAGEMENT
REFERRAL ADVANTAGE
ROADSIDE ADVANTAGE
VEHICLE PROTECTION PLAN
E-AUTO ONLINE TRAINING

COMPLETE SERVICE MANAGEMENT

REFERRAL SALES
VEHICLE SOLD ADVANTAGE FOLLOW UP SERVICE
(ON DELIVERY) (7 DAYS AFTER PURCHASE)
DUE
(AT 12 MONTHS)

CUSTOMER LIFECYCLE
SERVICE
FOLLOW SERVICE SERVICE
UP SERVICE BOOKING REMINDER
(WITHIN 24-48 HOURS COMPLETED (if no booking is made 14-days (SENT AT 13 MONTHS)
AFTER SERVICE) after service due date) by Telephone

COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE
MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING

CSM
BENEFITS INCREASE CUSTOMER
SATISFACTION

INCREASE DEALERSHIP REVENUE
& CUSTOMER RETENTION

ABILITY TO ADDRESS CUSTOMER ISSUES
IMMEDIATELY UPON AN ISSUE OCCURING

MONTHLY DETAILED REPORTING


service
follow-up reports Customer No: 87800 Mobile No: 041-7830678

Customer Name: Trevor MacKenzie Home No: 08-94576432

Vehicle Make: 3 RO Number: Z138461
Mazda

Rego No: XVB235 Last RO Date: 07/02/2011

All Questions answered YES

Comments: Feedback Provided:
“The price for a service is a bit too expensive”.

873321
Customer No: Mobile No: 041-7834438

Neil Jolley Home No: 08-94572222
Customer Name:

Vehicle Make: 2 RO Number: DSHSKS61
Mazda

Rego No: XSSW35 Last RO Date: 07/02/2011

All Questions answered YES

Comments: Feedback Provided:
“They did not explain part of the invoice and i would have preferred if they
called me and told me about them so i could have had the issues fixed at
the time of service”.


service
follow-up reports
Total Number of Clients 131 Q.1 Q.2
Unsuccessful contact after 3 attempts 0 Were all issues with your vehicle Are you completely satisfied with
resolved at time of service? your overall service experience at
Insufficient Contact Details 16
Australian Motors?
Did not want to participate in survey 2 No 13 No 16
Request remove 5
Successfully Contacted 100

Yes 95 Yes 92

Q.3 Q.4
Did the service advisor explain the Would you recommend the
invoice including all charges and all dealership to your family and friends?
work carried out on the
vehicle in detail?
No 9 No 8

Yes 99 Yes 100


service
booking reports Total Number of records 390

Un-Contactable Records 100

3 Attempts Unsuccessful 50
Insufficient Details 20
Wrong Number 20
Not Interested 5
Request Remove 5

Total Contactable Records 290

Returning Customers 91

Service Booking Report Already Serviced 20
(February 2012) Already Booked 32
Will contact dealer direct 27
Booked via MotorOne 12

Non-Returning Customers 199

Not Happy with Last Service 29
Too Expensive 23
Convenience/ Location 32
Not ready / Low Kms 44
Local Mechanic 27
Disposed Vehicle 32
Moved Interstate 12
Warranty Expired 0

Booking Campaign Revenue $3,600
Booked via MotorOne X average of $300 service price


service
booking reports


REFERRAL ADVANTAGE

AT&T 12:34 PM


BENEFITS
to say thank you for dealing with us to sell you more cars

Driving referral sales contacting your customers and
providing you feedback
encourage loyalty
access to online benefits
to communicate with your customers via the mobile app


online
program


ONLINE
benefits
rewards one program offers 30,000 discounted offers
from 7,000 merchants
customer logs in via your dealership website

GAIN ACCESS VIA THE MOBILE APP

print out unlimited offers


referral
program Roi
Dealership Name Avg Packs Sent Avg Ref Sent Highest Ref Month Ref Ratio
City Mazda (SA) 100 15 22 15%

Lander Toyota (NSW) 250 35 74 14%

Grand Prix Mazda (NSW) 250 23 47 9%

GWS Group (VIC) 390 31 47 8%

Adrien Brien Automotive (SA) 150 21 32 14%


social MEDIA in
NEW CAR SPECIALS
TEST DRIVE BOOKING


DEALERSHIP CASE STUDY:
DANDENONG NISSAN
Dealership Case Study: Dandenong Nissan

Return on investment. Dealership awareness.
Less than $1 per connection made. Over 1 million ad impressions.
Over 300 likes were generated in the first Less than $500 in Faceboook advertising achieved
month of the Facebook ad campaign. more than 1,000,000 ad impressions

Customer loyalty. Social Proof.
Over 5000 post views. Over 30 recommendations.
In the first two months, posts made by the More than 30 recommendations were
dealership were viewed more than 5000 times. posted by happy customers.


ROADSIDE ADVANTAGE

CONSTANT COVERAGE
24 hours a day, 7 days a week,
365 days a year coverage for all
emergency breakdowns. Card

E CALL
FOR ASSISTANC

MEMBER NO:


Roadside response
towing breakdown

general assistance
car hire
accommodation
ambulance cover
free towing (50km)

VEHICLE PROTECTION PLAN

VPP
benefits To retain service customer
To increase and create customer satisfaction
To increase dealer gross profit
Online integrated system
Claim lodgement and tracking
Daily Automated Service History Upload
All claims are referred back to your Dealership


PERFORMANCE REPORT
CLAIMS ACTIVITY REPORT

FUND ALLOCATION REPORT
CONTRACTS DUE TO EXPIRE
SERVICE DUE REPORT

MONTHLY ACTIVITY REPORT


XYZ MOTORS FEBRUARY 2012

Performance Report :: Vehicle Protection Program

Vehicle Protection Summary This Month Last Month Total- to-Date

Number of Contracts entered 25 26 349
Number of Contracts Upsell 11 12 82
Upsell Ratio % 44% 46% 23%
Upsell Revenue Generated* $11,000 $12,000 $82,000

Claims Summary This Month Last Month Total- to-Date

Total Number of Claims 5 4 48
Total Claims Amount $3,268 $2,214 $20,208
Claims Approved by MotorOne 2 2 34
Claims Rejected by MotorOne 3 0 4
Claims Overridden by Dealership 0 2 8
Claims Rejected by Dealership 0 0 2
Total Claims Approved 2 4 42
Total Claims Rejected 3 0 6
Number of Pending Claims 0 0 0
Pending Claims Amount $0 $0 $0

*Upsell Revenue generated is based on the average policy fee charged by the dealership


E-AUTO ONLINE TRAINING
what is e-auto?


TRAINING MODULES
rookie
Senior sales
management
service advisor
service manager
receptionist/ office administration


Keeping your Customers For Life.

What some of our clients have to say...

What some of our clients have to say...

We have had great success with our customers returning to our service department by using MotorOne
warranties. The reward package has allowed us to say thank you to our customers and introduced a
referral system that has resulted in many additional sales.

Trevor Reading
Managing Director
Garry and Warren Smith Group has been a business partner with MotorOne for over six years across
a number of products including the Rewards and Warranty Programs to name but a few. I believe that
MotorOne has always consistently delivered innovative products and excellent service to our company
over this time. It has been a pleasure to work with Andrew Avro developing the various MotorOne
products to suit our company needs and requirements.

I can personally attest that MotorOne has always delivered on their promises and has been most
professional in their dealings with Garry and Warren Smith.

At the Bayford Group , we believe MotorOne’s Rewards and Warranty Program is by far the very best Dale R. Smith
available in the market today. Their efficiency, professionalism and exciting retail offers filters through to Dealer Principal www.gws.com.au

our end users our customers are always more than satisfied with the product.

Additionally, our warranty program has helped our customer retention bringing customers back into our
service department year after year. Keep up the great work, MotorOne!

Stuart McKenzie
Manager

Dealing with ‘Customers for Life’ is a definite value added experience for our business. Over the past
5 years are relationship has evolved to a seamless arrangement where they handle all our customer
incentives and electronic campaigning. Their ideas are fresh and uncomplicated and allow us to
concentrate on our core business. The foundations that are created by using the Rewards Program
coupled with their Roadside Assistance and marketing tactics gives us the professional edge with an
investment return driven by our repeat customers. Customers for Life ...... that was all we were looking for.!

Joe Camilleri
Director

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