DealerCenter CRM: A Comprehensive Walkthrough

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IN THIS ARTICLE:

1. Introduction
2. Searching for a Customer
3. Adding a Prospect
4. Customer Detail Page Overview
5. Example of Working a Lead
6. Sending Credit App
7. Sending SMS Text Message
8. Adding a Phone Disposition
9. Setting Follow-Up Tasks
10. Sales Dashboard
11. Click-to-Call
12. Scheduling an Appointment
13. Sending an Email
14. Using the Dealership Check-in Feature
15. Updating Customer Status

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Introduction

DealerCenter's CRM system is an innovative solution designed to transform the way auto dealerships manage their customer relationships. This powerful tool streamlines the entire sales process from lead acquisition to post-sale follow-up, ensuring that every customer interaction is captured, no opportunity is missed, and dealership operations are more efficient.

With DealerCenter CRM, you gain a strategic partner in building stronger, longer-lasting customer relationships, which is vital in today's competitive auto sales environment.

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Searching for a Customer

From your Homepage, go to the Search Bar and type in information like a name, phone number, or email address to pull up a customer.

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Adding a Prospect

From your Homepage, click Add a Prospect from the Quick Links and type in information like a name, phone number, or email address to pull up a customer.

Duplicate Checker: When entering information for a new prospect, DealerCenter will automatically alert you if the details match an existing customer record. You can choose to open the existing record or cancel and continue adding the new prospect.

Adding more detailed information to the customer database improves demographic insights and enhances reporting capabilities.

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Customer Detail Page Overview

The Customer Detail Page in DealerCenter provides comprehensive information about the customer/prospect. This is where you can work the lead:

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Example of Working a Lead

Dispositioning involves recording each interaction with a prospect, whether a call, text, email, appointment, or dealership visit. This helps you maintain an organized follow-up schedule and ensures the lead is moving through the sales cycle and receiving emails and other communications. 

With DealerCenter CRM, you can log all interactions directly on the prospect’s record page, under the Lead tab.

Under the Lead tab choose the type of activity.

From initial contact to closing the deal, nurture your leads at each stage of the sales cycle. DealerCenter CRM's road-to-sale feature visually indicates the prospect's current stage, enabling you to tailor your approach and interactions to progress toward a sale.

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Sending Credit App

DealerCenter facilitates the credit application process through convenient texting and emailing options, and you can Print a Credit App too.

From your Customer page, go to the Credit App tab then choose either the Print Credit App option, or the Email Credit App or Text Credit App buttons.

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Sending SMS Text Message

DealerCenter CRM offers integrated SMS tools for seamless communication with your customers. You can send text messages directly from the CRM, view conversation history, and manage responses efficiently.

1. From your Customer page, click on the customer phone number, then choose SMS to open a SMS messaging window. See your entire conversation history and send a message.
2. Or, from the Lead tab click the SMS option to access the messaging window and continue your conversation

Choose from a customizable prest message template or just start typing your message. Insert links to vehicle photos, vehicle history reports and more!

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Adding a Phone Disposition

Recording phone dispositions in DealerCenter CRM helps track customer interactions and follow-ups. After a call, update the customer's record with the call outcome and schedule a follow-up if necessary.

From the Lead tab click the Phone option. On the popup record the outcome of the call under Type, set a Follow-up Date for yourself, and add any notes:

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Setting Follow-Up Tasks

Setting follow-up tasks in DealerCenter CRM ensures that you stay on top of customer interactions. Schedule follow-ups after every customer touchpoint to maintain engagement and progress leads through the sales funnel.

Let the CRM remind you to follow-up! You’ll receive a notification reminder, and if you’re away from your desk, the DealerCenter mobile app will send a push notification to your phone.

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Sales Dashboard

From the DealerCenter Homepage go to the Dashboards menu option, then choose CRM Dashboards.

The Sales Dashboard is the center of your daily dealership operations within DealerCenter CRM. It organizes your tasks, appointments, and prospects to optimize your workflow. It's where you'll start your day, with a comprehensive view of what needs your immediate attention, ensuring you maximize every sales opportunity.

Visual indicators and organized lists will guide you through your day, showing tasks that require completion, new prospects that need follow-up, and the current status of all your communications. The Sales Dashboard is not just a tool—it's your strategic partner in driving sales forward efficiently.

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Click-to-Call

'Click to Call' within DealerCenter CRM is a feature that enhances how you connect with customers. Simply navigate to a customer record and click on their phone number. Choose 'Call', and the system will ring the phone number linked to your CRM user profile. This seamless connection streamlines your communication, making it more efficient.

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Scheduling an Appointment

Use DealerCenter CRM to schedule appointments and manage follow-ups effectively. Automated confirmations and reminders help improve appointment show rates and keep your leads engaged.

From the Lead tab choose Appt then click Schedule Appointment:

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Sending an Email

DealerCenter CRM allows you to send emails directly from the system. Use customizable templates or write new messages, and attach vehicle details or reports as needed.

1. From your Customer page, click on the customer email address, then choose Email to open a email window. 
2. Or, from the Lead tab click the Email option to access full email history.

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Using the Dealership Check-in Feature

The Customer Check-In is a streamlined process for managing customer visits. When a customer arrives, the Check-in Feature ensures a personalized and thorough engagement. Accessible on both desktop and the DealerCenter mobile app, this feature helps your team provide a consistent and high-quality customer experience from the welcome to the close of a deal.

On the mobile app, open to any customer then tap the Check-In option.

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Manually Updating Customer Status

Keeping customer statuses up-to-date in DealerCenter CRM is crucial for effective lead management. The status automatically updates as you work the lead and record dispositions like phone calls, emails and appointments, but you can also manually move customers through the sales cycle stages, from 'new' to 'sold' or 'lost'.