March 2010
We have noticed something fascinating. The more our customers use the Extranet, the happier they are with ResponseLogix.
Yes, we are delighted that in our recent customer survey 87% of you rated us a 4 or a 5 on a 5-point Overall Satisfaction measure. 49% of you rated us a 5 out of 5! But we want the remaining 13% to have a wonderful experience too. And so as we have dived deeper into the data, we’ve learned that Extranet usage is a key indicator of your satisfaction with the product. Simply put, the more you use it, the happier you are to be a ResponseLogix customer.
The Extranet has many capabilities, including:
- Set your pricing rules
- Update your incentive information
- Change the vehicles to be shown on quotes for a trim-level request
- Add vehicles
- Add options
- Change descriptions of options
Dealers who make regular updates to pricing based on market conditions, who update their incentives immediately (as opposed to waiting for the automatic update, which can take 2-5 business days), and who actively market their vehicles by confirming the right mix of vehicles are going out on each quote are the dealers who see the greatest success.
Of course, Extranet usage alone is not enough. You also need to have rock-solid internal processes for the initial phone call (best practice is to call within 10 minutes of lead arrival) and follow-up (best practice is to reach out to the customer at least 2 times a day for at least 5 days on every lead) in order to maximize sales. But there’s no doubt that the Extranet, effectively and frequently used, is an important weapon in your arsenal.
Cheers,
Tom Mohr
President and CEO