Welcome to 2019! The December results are in and with public holidays and the general December slowdown it was a quiet month across the board for AutoPlay customers. Overall the volume of leads captured or loaded by AutoPlay customers was down 11.3%. There were 9.7% fewer Test Drives and Sales were down 11.2%. Given AutoPlay has a significant market share of franchise dealers in NZ, this represents a pretty sizeable downturn for the month.
‘Web – Classified’ was the only Lead source that bucked the trend with an increase of 0.9% in the number of leads captured in December 2018, vs November 2018. This is to be expected as whilst the discipline of manually loading leads can lapse around the holiday period, electronic leads from the likes of Trade Me, AutoTrader and Driven are automatically captured to dealers AutoPlay Sales Pipeline. The ‘Web – Dealer’ source dropped by 9.8% and although still accounting for the third most leads, ‘Brand’ leads dropped by 38.8% as head office marketing drove fewer leads to dealers.
With the overall volume of Test Drives recorded dropping by 9.7% month to month, it’s not surprising that in December Test Drives attributed to most sources took a hit. Test Drives from ‘Web – Dealer’ decreased by 1.3% and ‘Direct’ Test Drives fell by 3.2%. As with Leads, the ‘Web – Classified’ source again bucked the trend an increased by 1.6% in December.
Mirroring the slowdown in Leads and Test Drives, dealers recorded fewer sales across the board in December 2018. ‘Web – Dealer’ continues to be the number one source of sales despite decreasing by 4.7% from the previous month. ‘Web – Classified’ decreased by 7.2% and sales attributed to ‘Repeat’ customers also fell by 12.9% in December.
Make sure to check back in February to see whether the volume of leads bounced back in January 2019. To find out more about the range of reports available via AutoPlay contact us on email@example.com or +64 9 361 1505.
After an up and down last few months saw strong growth in Lead and Test Drive volume in October 2018, November bucked the trend with decreases across all 3 KPI’s for AutoPlay customers. Leads decreased by 2.5%, Test Drives by 5.2% and Sales by 4.1%.
Reflecting the overall trend of a decrease in Lead volume, most sources decreased in the month of November. ‘Web – Dealer’ leads decreased by 6.8% from Octobers high, and whilst ‘Web – Classified’ still accounted for the second most leads across AutoPlay customers, dealers also saw a decrease in the number of leads from this source by 2.5% from month to month. ‘Brand’ generated leads continue to provide dealers a reliable source of leads and were one of the few sources to buck the trend – increasing by 4.7% from October to November.
As with Leads, the overall number of Test Drives decreased in November (vs October 2018). Test Drives from ‘Web – Dealer’ generated leads decreased by 7.8%, but dealer websites still remain the most fruitful place to generate Test Drives. ‘Direct’ Test Drives continue to firm as the second most popular source of Test Drives with a small 2.0% increase from October to November. As with October, Test Drives generated from ‘Brand’ leads accounted for the 3rd most Test Drives, but decreased by 11.7% from the previous month.
Sales across all Lead Sources decreased by 4.1% from October to November 2018. The same three sources accounted for the most Sales in November with ‘Web – Dealer’ decreasing by 1.5%, ‘Web – Classified’ decreasing by 0.5% and ‘Repeat’ decreasing by 3.3%.
Lead Source reports are just one of the reports available to dealerships and OEM’s who use AutoPlay Sales Pipeline. To find out more about the range of reports available via AutoPlay contact us on firstname.lastname@example.org or +64 9 361 1505.
After a down month in September, October 2018 saw a slight bounce back in Sales throughout dealers using AutoPlay for pre-sales lead management – with Sales increasing by 1.0% from September 2018 to October 2018.
However, October was a strong month for Leads and Test Drives which increased by 5.6% and 5.5% respectively – giving hope for a successful November.
Yet again the top 3 sources of Leads remained the same in October with ‘Web – Dealer’, ‘Web – Classified’ and ‘Brand’ making up the 3 most common lead sources in October. However, unlike September, there were increases across the board with ‘Web – Dealer’ increasing by 8.8%, ‘Web – Classified’ increasing by 13.6% and Leads from the ‘Brand’ source increasing by 5.3%
Test Drives attributed to dealer websites rebounded from a drop in September to increase by 14.1% from September to October.
After becoming the second most popular source of Test Drives in September, ‘Direct’ firmed even further as the second most important source of Test Drives by increasing by 12.7% - proving that in this age of electronic and telephony leads that walk in Test Drives still account for a reasonable portion of the dealers Test Drives. The third most popular source of Test Drives is still ‘Brand’ with a slight increase of 1.5%.
After a dismal September, Sales recorded via AutoPlay bounced back in October 2018. The top 3 sources of Sales remained the same, with ‘Web – Dealer’ increasing by 7.5%, ‘Web – Classified’ increased by 11.7% and ‘Repeat’ increased by 8.7% from September to October 2018.
Make sure to check in next month to find out the top sources of Leads, Test Drives and Sales for dealerships in November 2018. Lead Source reports are just one of the reports available to dealerships and OEM’s who use AutoPlay Sales Pipeline. To find out more about the range of reports available via AutoPlay contact us on email@example.com or +64 9 361 1505.
As reported recently in Autotalk, September was a rough month for sales. For AutoPlay customers we saw similar results as Sales fell by 2.9% in September, following a decrease in leads of 3.1% in August. Despite this bad news, both Leads (up 1.9% from August) and Test Drives (up 1.7% from August) increased in September – a positive signpost indicating that there is a good chance Sales may bounce back in October
The top 3 sources of Leads remained the same in September with ‘Web – Dealer’, ‘Web – Classified’ and ‘Brand’ making up the 3 most common lead sources in September. Although Leads increased by 1.9% overall, of the top 3 sources only ‘Brand’ Leads increased (up 2.0%), with leads from the dealership websites decreasing by 9.0% and leads from classified websites decreasing by 6.5%
The top source of Test Drives in September remained ‘Web – Dealer’ – which increased by 6.0% from August 2018. ‘Brand’ and ‘Direct’ swapped places with an increase in Test Drives from ‘Brand’ leads of 11.4% enabling it to jump ‘Brand’ which only increased by 1.7%.
For the second straight month the number of Sales continued to decrease with Sales attributed to ‘Web – Dealer’ leads decreasing by 6.2%, Sales attributed to ‘Repeat’ leads decreasing by 9.9% and Sales attributed to ‘Web – Classified’ decreasing by 2.8%.
Make sure to check in next month to find out the top sources of Leads, Test Drives and Sales for dealerships in October 2018. Lead Source reports are just one of the reports available to dealerships and OEM’s who use AutoPlay Sales Pipeline. To find out more about the range of reports available via AutoPlay contact us on firstname.lastname@example.org or +64 9 361 1505.
Despite reports of August 2018 being a strong month for Sales nationally, for AutoPlay August was a down month with only a slight increase in Test Drives (up 0.3% from July) and a decrease in Leads (down 3.1%) and Sales (down 1.4%).
Despite Leads decreasing in August overall, Leads attributed to dealership websites increased by 1.2% (‘Web – Dealer’ increased by 1.2%). This was offset by Leads from most other sources decreasing across the board, including ‘Web – Classified’ falling by 5.5% from July to August, and Leads supplied by the dealers ‘Brand’ decreasing by 13.3% for the same period.
Test Drives were stable – likely due to the high volume of leads from previous months. Test Drives that originated from dealership website leads increased by 6.0%, and leads from the ‘Brand’ source increased by 5.1%. Conversely, Test Drives attributed to the ‘Direct’ lead source decreased by 11.8%
After an extremely strong July where the top 3 sources of Sales each increased by double digits, less Sales were recorded in August than July 2018. Sales attributed to the ‘Web – Dealer’ source decreased by 7.8%, ‘Repeat’ decreased 5.4% and ‘Web – Classified’ decreased by 6.6%.
Make sure to check in next month to find out the top sources of Leads, Test Drives and Sales for dealerships in September 2018. Lead Source reports are just one of the reports available to dealerships and OEM’s who use AutoPlay Sales Pipeline. To find out more about the range of reports available via AutoPlay contact us on email@example.com or +64 9 361 1505.
Over the past 12 months you might have noticed our Dealer Solutions Manager Jackie Hingston in your dealership as we’ve made a concerted effort to get around and visit all our customers. As part of Jackie’s visit she was conducting a review of each dealerships strengths and weaknesses. However, the good news is that you don’t need to wait until AutoPlay visits you in order to conduct your own self review.
If you feel like your dealership is below average at utilising the AutoPlay Sales Pipeline then the areas to focus on that will provide you with the most improvement are;
· Tell us what you did (i.e load leads and update the Progress)
· Tell us what you are going to do (i.e use the Calendar)
You can measure the number of leads loaded by each salesperson by using the Lead Summary and Conversion or Daily Activity Reports. Simply open the report, select your date range and open the salesperson section to have the report display by salesperson.
The Sales Pipeline Report will give you a breakdown of whether your dealership is progressing the leads being loaded. The goal is to ensure that there is not a disproportionate amount of leads sitting at Awaiting Action, and also allows the dealership to identify areas where the leads are stalling through the road-to-a-sale.
The Morning Meeting Report can be used in order to report back on how well the sales team are using the calendar. It will give managers an instant view of how many calendar events each salesperson has created for the day, and how many are complete.
Once you’ve mastered Level 1, it’s time to advance to Level 2. Whilst Level 1 focuses on simply what you’ve done and what you are going to do, Level 2 ups the game. If you can achieve mastery of Level 2 you will be a competent user of AutoPlay Sales Pipeline;
· Are you using the Test Drive Forms AND making sure to mark your Test Drives as DONE when the customer finishes the Test Drive?
· Are you using the Appraisal Form and benefitting from the MotorWeb/MotorCentral/CarJam integration?
· Are you using the Calendar effectively to minimise the amount of leads falling into Overdue or Stalled?
· Are you using the Morning Meeting Report to help with your daily one-on-ones with the sales team?
· Are you using the Sales Pipeline Report to identify the areas in the road to a sale where your leads are stalling?
· Are you using the Lead Summary and Conversion Report to determine your conversion to Test Drive and Sales?
If you can answer yes to all the questions in Level 1 & Level 2 then congrats – you are more than likely using the Sales Pipeline effectively. That said, it’s time to take it to the next level;
· Do you enter salesperson Lead, Test Drive and Sales targets and measure against this month and last month using the Daily Activity Performance Report?
· Do you enter Lead Source and Lead Campaign costs to measure ROI in the Lead Source and Marketing ROI reports within AutoPlay reporting?
· Have you compared the number of leads at Awaiting Action to your normal Test Drive and Sales conversion figures to determine how much money is sitting in your captured data?
· Do you take advantage of Live Leads to target the captured leads you have yet to sell to? Live Leads allows you to build an audience based on your previously captured leads, and automatically schedule follow up based on their interaction with your email.
· Have you got into In Market Leads yet? In Market Leads is a great way to immediately link potential interested buyers when the dealership loads new listings or lowers the price of existing listings.
The weather may have taken a turn for the worse recently, but Lead, Test Drive and Sales activity remains buoyant. Following a strong May, June 2018 saw the number of Leads generated increase by 6.2%, Test Drives increase by 5.9% and Sales by 1.2%.
For the second consecutive month the number of leads from the ‘Web – Dealer’ source decreased – by 1.2% from May to June. As expected with Fieldays activity we experienced a 30.8% increase in the number of leads generated to dealers by their ‘Brand’. After a significant increase in leads from ‘Web Classified’ sources last month, this source again accounted for the 3rd most leads and increased by 5.7% from May to June 2018.
After the volume of Test Drives from the ‘Web – Dealer’ source decreased in May, the source rebounded to increase by 17.3% from month to month. Test Drives attributed to the ‘Direct’ source again occupied second spot and increased by 7.8% from May to June. Test Drives from ‘Brand’ generated leads did increase – by 4.9% - but perhaps less than expected from the higher volume of Fieldays leads. This potentially means that Fieldays activity has been a bit slow to translate to Test Drives, and potentially means we may see a proportionate increase in Test Drives from the ‘Brand’ source in future months.
In June 2018 there was a change in the status quo for Sales tracking. Whilst ‘Web – Dealer’ retained the top spot and increased by 8.9% from May to June 2018. However, whilst in May ‘Repeat’ and ‘Direct’ accounted for the 2nd and 3rd most Sales by source, these sources were overtaken by ‘Web Classified’ (up 27.4% from May 2018) and ‘Brand’ (up 32.9%) respectively.
Make sure to check in next month to find out the top sources of Leads, Test Drives and Sales for kiwi dealers in July. Lead Source reports are just one of the reports available to dealerships and OEM’s who use AutoPlay Sales Pipeline. To find out more about the range of reports available via AutoPlay contact us on firstname.lastname@example.org or +64 9 361 1505.
Overall May 2018 was a strong month for activity at NZ Dealerships with increases across the board for all the KPI’s we measure. From April to May the number of Leads increased by 21.1%, Test Drives increased by 9.7% and Sales recorded increased by 10.4%. This represents a significant swing from April where both Leads and Test Drives dropped by over 5% each.
The usual sources were again generating the most leads with ‘Web – Dealer’, ‘Brand’ and ‘Web Classified’ occupying the top 3 spots. However, whilst leads from dealerships websites dropped for the first time in a few months (‘Web – Dealer’ down by 13.1%), leads from the ‘Brand’ (up 48.5%) and ‘Web – Classified’ (up 73.6%) both increased significantly.
In May ‘Web – Dealer’ was again the top source of Test Drives amongst AutoPlay customers, however decreased by 5.3% from April to May 2018. ‘Direct’ still accounts for the second most leads (up 4.2%) and ‘Brand’ leads generate the 3rd most Test Drives (up 14.4% from April).
In April the ‘Web – Dealer’ source was again the most common source of Sales, however after a sizeable increase from March to April, the volume decreased by 9.1% from April to May. The ‘Repeat’ source continues to proportionately account for a larger number of Sales than many other sources and increased by 6.9%. May also saw Sales from ‘Direct’ contact increase by 18.1% - displacing ‘Web – Classified’ from the podium.
With Fieldays in early June we are sure to see a surge in Leads, Test Drives and Sales from the Brand reflected in next month’s results. Make sure to read the next issue of The PlayBook to see what sources of leads were popular in June amongst kiwi dealerships.
In 2018 dealerships have well and truly grasped the need to capture all their leads to a lead management system. At AutoPlay we've seen the volume of leads captured by dealerships via the Sales Pipeline increase consistently every year. With licence and business card scanning and integration with DMS systems it's incredibly easy to capture leads to the AutoPlay Sales Pipeline. In addition, email or other electronic leads are captured automatically either from the website or via our API's - meaning the vast majority of leads are getting captured to your dashboard.
One area that AutoPlay have never been able to confidently report on is the number of 'Phone' leads received by dealerships. Capturing these details is entirely reliant on the salesperson being disciplined in their lead capture processes - something that is far easier said than done. Looking at 5 of the major multi brand distributors AutoPlay works with, we can see that on average less than 7% of all leads are recorded using the Lead Type = Phone each month.
Anecdotally we've heard in Aussie that the number of phone calls can outstrip the number of walk-in/email/other leads by 20-to-1. According to ADP Digital in the U.S, call volumes outpace email leads by a more moderate 4-to-1 ratio, and approx. 19% of car buyers make first contact with dealerships via the phone (J.D Power U.S New Autoshopper Study, 2015). Autotrader/Kelley Blue Book put this figure at 25% of all leads vs 14% emails.
The discrepancy between these figures is significant - which is most likely due to one dealers definition of what constitutes a 'Phone' lead. This only serves to highlight the difficulty in accurately attributing phone leads, but the underlying fact is that the number of phone leads your dealership receives is almost definitely more than what your sales team is recording in the Sales Pipeline.
AutoPlay partner with a company called Adtorque Edge - who offer call campaign tracking to AutoPlay customers. Recently Adtorque began working with a mutual customer based in Auckland. This dealer receives approx. 1200 leads each month and typically records about 7% of these as 'Phone' leads. Through working with Adtorque Edge they have begun tracking Google and facebook campaigns across all channels - including attributing the number of phone calls to the dealership to specific marketing campaigns and channels. What they discovered was that of the approx. 1200 leads, over 27% of the leads were actually phone calls - a fairly large discrepancy from the 7% that are manually being recorded within AutoPlay Sales Pipeline.
Stats available from Adtorque Edge for the Australian market highlight this same concept. Through improving the attribution of phone leads Adtorque were able to highlight the incomplete tracking that dealers were experiencing from their online marketing. The table below highlights that for this customer they believed that Keyword #1 used in Google Adwords was the least effective - with just 17 website conversions recorded and costing AUS$75.47 per acquisition. This ranked Keyword 1 as the worst ROI of all 6 keywords used at the dealership - comparing poorly with the average cost per acquisition for all marketing campaigns of AUS$59.42. However this was based purely on website conversion and did not take into account any phone calls generated from those campaigns. By setting up specific phone numbers for these campaigns Adtorque Edge was able to more accurately attribute how effective the campaign was, finding the Keyword #1 also generated 88 phone calls during the same period - taking the cost per acquisition down to $12.22 and meaning that it now ranked as the most effective keyword based on ROI.
Unfortunately at the present time AutoPlay are unable to automatically capture phone calls as leads within Sales Pipeline. However despite these technical limitations we still believe there is enormous value for kiwi dealerships in gaining more transparency over their online marketing spend. If you are interested in finding out more about call attribution from Adtorque Edge please contact email@example.com and we'll organise them to contact you.
AutoPlay divides the customer contact lifecycle into ‘Out of Market’ contact nurturing, and ‘In-Market’ Leads requiring active in-dealership Lead management. This philosophy supports a mixed vendor ecosystem and maximises the integration possibilities.
Dealer Management Systems (DMS) have been the backbone of dealerships since the inception of automated systems and processes. Over time the footprint of the DMS has increased to cover basic Enterprise Resource Management (ERP) to allow for the integration of many back-office services and applications. In recent years there has been a demand to include simplistic customer contact management as the pricing of full Customer Relationship Management (CRM) systems have been prohibitive.
With the availability now of fully functional SaaS based CRM’s off the shelf at low per user price points, and many other low-cost marketing automation tools being accessible. Dealerships are now reverting to using their DMS for solely ERP services and investing in dedicated Lead management, CRM and marketing automation platforms.
What Are The Contact Lifecycle Segments?
1. Out Of Market Customers
Nurturing of customer and prospect contact information remains the domain of CRM applications. This allows for a coordinated customer contact plan and centralising of all marketing activity to ensure prospects receive clear and not conflicting market messages. The interaction between the CRM customer activity and marketing automation is based on customer interaction or engagement, and optimises marketing spend and effectiveness. Once a customer prospect is driven across a predefined threshold a Lead is created and passed to the in-market domain for Lead management.
2. In-Market Customers
For in-market customer lead management, time is the key factor in completing a successful conversion to a sale. The customer contact information including all collected background profiling data needs to be clearly made available along with the enquired-on vehicle or request. Based on the premise that people sell to people, the allocation of a lead to a sales agent needs to be efficient in order to allow for a timely first customer contact. Once in the hands of a Sales Agent it is important that there is a defined and adhered to digital ‘Road to Sale’ (RtS) process.
3. ERP Services
On the completion of a successful sale the customer journey must remain seamless as the management continues through the BAU business processes. This includes the completion of the finance and delivery processes and the ongoing service requirements being met. As the customer remains active and engaged with the dealership it is important that this information is in turn fed back to the customer nurturing process that is provided to ‘Out of Market’ customers.
API's & Standards
One of the major enabling technologies has been the maturing of real-time interfaces and API’s and a number of middleware vendors providing integration development and support. This has seen a rapid move away from the file transfer interfaces of the past. This has greatly opened up the choice of vendors available to provide highly effective ‘Pont Solutions’ to improve overall customer experience and management.
Example AutoPlay Deployment
AutoPlay Lead Flow Best Practice
AutoPlay Sales Pipeline is a pre-sales lead management tool designed for dealerships, dealer groups and automakers