CONTACT MANAGEMENT

This product was initially designed as a customer satisfaction program that was developed as a tool to evaluate customer satisfaction levels driven from some type of service or purchase experience. Over the years RIM Advertising has expanded the development of this program gearing it directly toward companies who are either in the trucking, heavy equipment and/or industrial markets. As we continue to work with our clients, we clearly have established two distinctively different objectives or uses for this program.

The first objective is to concentrate only on development of a customer satisfaction index to help assure each company that they have the best business practices in place.

The second objective of this program has been to utilize this program as a complete marketing and management tool.

In either case, industrial companies need to know who their customers are, how well they are doing with their customers and how to maintain a cost effective way to keep in touch with their customers.

Customer Satisfaction Index
The primary focus of this program is to provide follow-up on all service and parts orders as well as new or used equipment sales to determine the customers level of satisfaction. Some businesses prefer to simply determine whether a customer is satisfied with their most recent experience at their business and if not, to allow us to gather the information as to why they are not satisfied and pass that directly to management. Others prefer to have a more detailed customer satisfaction report on several areas of their business process and develop a rating scale to help chart their progress from month to month and year to year. Monthly reports are developed to help show the results of the sampling taken. Questions are customized to fit your individual needs. Surveys are developed for each department in your business to help you gather valuable information.

Marketing and Management Tool
This program adds to the level of information that is received and the amount of information that is shared with the customer. As stated in the name this program is more then just a survey tool. This program includes surveying, marketing and management direction.

1. A summary of this complete follow-up program includes the following:

• Develops an accurate customer and "potential customer" list for all marketing efforts.

• Maintains and updates all contacts and information on this list at least once every quarter.

• Works harder than any salesperson by making contact with every customer or potential customer in your market at least once each quarter.

• Provides follow-up on all service and parts orders as well  as new or used equipment sales to determine the customers’ level of satisfaction.

• This follow-up system helps to identify dissatisfied customers before they move their business elsewhere.

• All actions taken or requested through this follow-up program are detailed on weekly and monthly reports that can be furnished to local management as well as corporate management.

• Requests that require follow-up for service, parts or new products are referred back to each location within minutes after such a call is completed.

• History files are developed with each client contact that contains the type and number of units operated, potential on future purchases as well as the levels of satisfaction with the dealership at the time of the call. This information can be passed down to sales people for each department.

  

• All "potential" purchases are documented and passed on  to  the person responsible for that type of follow-up. A  best time to contact, phone number and name of person requesting information is all included with the information sent to the dealership.

2. Central source for the creation of all advertising materials to include national as well as local publications. In the case of multiple dealerships under common ownership, this program also helps to create cooperation between locations to work together on advertising that can benefit more then one location. It also prevents each location from paying for the same exact service. Costs can be shared for a service by several locations if they all need that same thing.

3. Central source to help create and maintain a corporate identity. There is strength in numbers and if you have multiple locations there is greater sales potential if marketed as a group.

4. A Corporate marketing program helps to create better planning in each department. With the development of an annual marketing program, the parts department can better determine before hand what inventory will be necessary to have on hand for different promotions throughout the year. Planning also forces the service departments to take time to develop specials or services that will better relate to their individual markets. Good planning is always better then "shooting from the hip" or reacting to the market. A good marketing plan is as essential to your business as creating budgets. Rim will assist you with this process.

5. This program, as we stated earlier, provides each location with a monthly parts and service mailer. This quality piece creates a different look then the rest of the mailers available in the market. This look increases readership. If worked effectively, this piece allows for local flexibility that is not available with other mailers. If parts inventory is out of line in one location a promotion can help relieve some of the problem. Current supplies can determine specials, not what is being promoted by a primary supplier.

6. In addition to the parts and service departments seeing a direct benefit from maintaining a current database and having a centralized mailing center; multiple dealerships with common ownership can combine to create a very cost effective used truck or equipment promotion, saving the entire company money. From our experience, we have discovered that many customers would like to know what is for sale or what is in the current inventory. Since the program would be in place for the service and parts department, it could provide an effective way to sell used truck or equipment.

7. As a part of our job, RIM Advertising can also handle the filing of all co-op claims. We prepare the tear sheet and statement and fill out any necessary forms leaving a local manager to sign the claim and send it off.

8. One of the many benefits of using RIM Advertising for this type of complete marketing program is that we have experience in working with your industry, and are tapped into marketing activities that other dealerships or distributorships have found to be successful. We put this experience to work for you every day.

9. By using our services for multiple locations the costs for individual projects can be reduced.

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