DealerCenter CRM: A Comprehensive Walkthrough

IN THIS ARTICLE

• Introduction
• Searching for a Customer
• Adding a Prospect
• Customer Detail Page Overview
• Working a Lead
• Sending Credit App
• Sending SMS Text Message
• Adding a Phone Disposition
• Setting Follow-Up Tasks
• Sales Dashboard
• Click-to-Call
• Scheduling an Appointment
• Sending an Email
• Updating Customer Status

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Introduction

DealerCenter's CRM system transforms the way dealerships manage customer relationships, streamlining sales and follow-up activities for increased efficiency and stronger customer connections.

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Searching for a Customer

1. From your Homepage, use the Search Bar to enter customer details like name, phone, or email.

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Adding a Prospect

Leads are typically created automatically in DealerCenter CRM from sources like your dealership website, car advertising sites, or even inbound phone calls. However, sometimes you'll need to manually add a customer. For more details, see the support article on Adding and Finding Lead Prospects in DealerCenter.

1. From your Homepage, click Add a Prospect under Quick Links.
2. Enter prospect details (name, phone number, email).
3. Review any duplicate checker alerts and proceed accordingly.

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Customer Detail Page Overview

The Customer Detail Page shows comprehensive customer information to help manage your leads and interactions.

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Working a Lead

Working a lead involves recording each interaction with a prospect, whether through call, text, or email. This helps you maintain an organized follow-up schedule. For more details, see the support article on Adding and Finding Lead Prospects in DealerCenter.

1. On the customer's page, go to the Lead tab.
   
   
   
   
2. Log interactions such as calls, emails, and appointments.
   
   
   
   
3. Use the road-to-sale visual tool to track progress.
   
   

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Sending Credit App

DealerCenter simplifies sending credit applications via email, text, or print. Compliance requires a completed application from the customer before running credit. For more details, see the support article on Credit Applications in DealerCenter.

1. From your Customer page, click the Credit App tab.
   
   
   
   
2. Select Email Credit App or Text Credit App to send the form electronically.
   
   
   
   
3. You can also select Print Credit App to provide a physical form.

By choosing email or text options the customer receives a secure link to complete the credit application, ensuring quick and accurate submission.

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SMS/Texting a Customer

DealerCenter CRM offers integrated SMS tools for easy customer communication and efficient conversation management. You can send text messages directly from the CRM, view the entire conversation history just like any texting on your phone. For more details, see the support article CRM Simplified: Using DealerCenter to Send Emails and Texts.

1. From your Customer page, click the customer's phone number and select SMS.
2. Or, from the Lead tab click the SMS option to access the messaging window and continue your conversation.
3. You can also include vehicle photos, vehicle history reports, or other links.

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Adding a Phone Disposition

1. On the Lead tab, click Phone.
2. Document the call outcome, set follow-up reminders, and add notes.

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Setting Tasks and Follow-ups

DealerCenter allows you to create tasks and follow-ups to stay organized and ensure timely communication with customers. Tasks and follow-ups help remind you to reconnect with customers for activities like scheduling appointments, completing credit applications, or general follow-up conversations. These appear in customer activity records and on your Sales Dashboard to help prioritize daily activities.

Adding Tasks Manually

To manually add a task from the customer's profile:

1. Go to the customer's Lead tab and click Add Task.
   
   
   
   
2. In the Add Task window, enter task details, notes, and set a due date and time.
   
   
   
   
3. Optionally, select a reminder notification to alert you at your specified time.
4. Click Add Task to save.

Setting Follow-up Reminders during Lead Disposition

Follow-ups can also be scheduled directly during lead disposition activities like phone calls or when leaving messages:

1. On the customer's record, click Disposition.
2. Choose the appropriate activity (e.g., phone call, left message).
3. Set a Follow-up Date and select a reminder time to alert you when it's time to reconnect.
   
   
   
   
4. Add any relevant notes, then save.

Mobile App Task Management

You can also easily create and manage tasks and follow-ups through the DealerCenter mobile app. Navigate to the customer's profile in the app to set tasks or follow-up reminders, ensuring you're organized and informed wherever you are.

Tasks and follow-ups generate notifications in DealerCenter on both desktop and mobile, ensuring you never miss important interactions with your customers.

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Sales Dashboard

The Sales Dashboard is central to managing your daily dealership activities in DealerCenter CRM. It gives you a quick overview of your tasks, appointments, and leads, helping you prioritize your workflow and maximize sales opportunities. For more details, see the support article on Using the CRM Sales Dashboard.

1. From the Homepage, select Dashboards then CRM Dashboards.
2. Review your daily tasks, new prospects, appointments, and ongoing communications.

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Click-to-Call

DealerCenter's Click-to-Call feature allows you to quickly call customers directly from the CRM. When you initiate a call, the system first rings the phone linked to your CRM user profile. Once you answer, DealerCenter automatically connects you to the customer. For more details, see the support article on Click to Call: Connect with Customers Instantly.

1. Open the customer's record.
2. Click the customer's phone number.
3. Select Call and answer your phone to connect automatically.

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Scheduling an Appointment

Scheduling appointments in DealerCenter CRM helps you manage your interactions and ensure customers are given prompt attention. Appointments appear in the customer's activity log and your Sales Dashboard, providing clear visibility of your upcoming customer engagements.

1. From the customer's Lead tab, click the Schedule Appt button.
   
   
   
   
2. In the Create Appointment window, set the appointment start and end times, add notes, and set a reminder to alert you before the appointment begins.

   
   
   
   

3. Click Create Appointment. The scheduled appointment will now be visible in the customer's Activity tab, showing clearly with appointment details and status.
   
   

   

Scheduled appointments also appear prominently on your Sales Dashboard, helping you manage and prioritize your day-to-day customer interactions effectively.

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Sending an Email

1. Click the customer's email on their Customer page or the Email button on the Lead tab.
   
   
   
   
2. Compose or select a template, then send your email.
   
   

 

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Dealership Check-In Feature

The Check-in feature in DealerCenter helps manage customer interactions at your dealership, providing a standardized checklist for tasks like greeting customers, conducting demo test drives, verifying driver's licenses, lot walkthroughs, and initial finance discussions. For additional details, see the support article on Using the Check-In Feature.

Desktop Check-in Process

1. Navigate to the customer's profile page in DealerCenter.
2. Click the Check-In button at the top of the customer’s profile.
   
   
   
   
3. Complete tasks from the checklist provided, adding notes as necessary.
   
   
   
   
4. Click Check Out when finished to conclude the customer’s visit.

The customer's status will automatically update based on actions performed.

Mobile Check-in Process

1. Open the DealerCenter mobile app and locate the customer's profile.
2. Tap the Check-In icon on the customer's main screen.
3. Confirm the check-in by tapping Yes when prompted.
4. Complete tasks from the provided list, adding notes if needed.
5. Tap Check Out at the bottom once you've finished assisting the customer.

The mobile app synchronizes with the desktop system, ensuring accurate status updates and record-keeping.